Late ressie at Ohana, never again.

[DisneyWisher]

I made DD25 ADRs at Ohana for 9:50 as that was all that was available. A little background. Last month I went with DD25, DSIL, DGS3m DD23 and DD16. It was DD25, DSIL and DGS3 first time going to Ohana. DSIL and DD25 loved it as did DGS3 because he loves snake (his way of saying steak). So tomorrow (Oct 25) is DD's bday and I made the ressie for Oct 24th and 9:50 is all I could get. I booked a room for DD and DSIL and agreed to keep the grandkids for the weekend (DGD is 7 months old). Its my bday gift to them (DSIL's bday is Nov 3). Well DD just called to say that service was very slow and that their server handed them off to another server that was on the other side of the room (server handed them to the other at around 10:15) DD said there was a 10 min wait between meats and 20 mins before they were asked if they wanted dessert, another 10 mins before they received it. I had noted that they were celebrating DD's birthday and the server brought out a cupcake 10 mins after the bread pudding (even though DD told her the bread pudding was for one since DD doesn't like bread pudding, would have been nice if DD could have enjoyed her Cupcake while DSIL was enjoying the bread pudding). DD commented that the server (not theirs) that brought out the bread pudding was very witty and had a great personality (he commented as he was pouring on the sauce over the brea pudding to eat it all since it was calorie free. He had served his customers shrimp and had a few left and asked DSIL if he wanted some, DSIL said sure I'll take 2 and Server gave him 3 one to grow on (DSIL is 6'4). DD made the comment to me why couldn't we have a server like him. She said the food was good except the hit or miss meat that could be overdone and they will be back again only at an earlier time. I joked that any further resort ressie will depend on availability at Ohana.

DSIL spoke with the manager and told him how we were there last month during free dining and how great it was, so much so they made sure they came back again a month later. The manager was not happy that they were handed off to another server and comp'd their meal, they only had to pay for their drinks.

 

[SurfinTX]

We had a similar experience back in '07. We had a late ressie and Ohana was very busy. Had to wait 20 mins for a table and the service was quite slow between servings. They were very nice and everything else about the restaraunt was good...just slow. If I could plan when the place wasn't packed I would do it again, however.

 

[Elevationist]

Okay, so not the perfect experience, but all things considered, it pales in comparison to some of the horror stories I've read here. It sounds like the problem was less about it being late and more about a bad server, which can happen at any hour. And the manager certainly went above and beyond to rectify the situation after speaking your SIL.

 

[TheRustyScupper]

Well DD just called to say that service was very slow and that their server handed them off to another server that was on the other side of the room (server handed them to the other at around 10:15)

Just another viewpoint:
1) It is highly probable that this was the end of the shift for the server(s).
2) CM's are people, and they have to go home, too.
3) Frequently, guests are "handed off" when the CM's schedule is over.
4) Theoretically, the server might spend an hour overtime for that table.
5) That would not be fair to the server.
6) Plus, WDW is trying to reduce overtime.
7) The CM would not be paid if the manage did not approved the daily OT.

 

[TDC Nala]

I would bet you wouldn't get better meat if you went earlier. No doubt you might have had server issues then too - server issues are reported in lots of WDW restaurants right now at all times of day.

 

[DisneyWisher]

Just another viewpoint:
1) It is highly probable that this was the end of the shift for the server(s).Then the server should not have been given the table, Manager seemed to be upset that my daughter's table was handed off
2) CM's are people, and they have to go home, too.Again they should not have given that server the table if it was the end of their shift
3) Frequently, guests are "handed off" when the CM's schedule is over.What a bad practice on Disney's part, I managed my dad's pool hall for 14 yrs, 30 mins before a shift ended the server was taken "off the floor" to complete their sidework and finish up any of the tables they had left.
4) Theoretically, the server might spend an hour overtime for that table.Again should not have been given the table.
5) That would not be fair to the server.I totally agree but thats a bad practice on Management
6) Plus, WDW is trying to reduce overtime. Like many employers are. But overtime for a server would be $6.29
7) The CM would not be paid if the manage did not approved the daily OT.Still comes down to that if the server was off at 10:15 he should not have been given the table.

Best way to get people to finish their meal is to serve them in a timely manner, making them wait is only going to keep them there longer or having them leave mad. As far as the comment about servers being people, believe me we understand that. I have never gone to Disney expecting a perfect vacation. CMs are people that have good days and bad days, there could have been a number of reasons why the table was handed off but the new server shouldn't have ignored them.

DD worked at TGIF and DSIL was a chinese food delivery driver when they were in college. They understand what its like to be a server and how much it sucks when its time to go home and you have a table that's holding you up.

All in all they will be back, partly due to the manager apologizing. We all know an apology goes a long way.

 

[Tiger926]

This is what we have always experienced at 'OHana, so we refuse to eat there. IMHO, it's one of the worst restaurants on property, as we have experienced the same disorganization, slow service, subpar food, etc. on all of our visits. They seriously need a managment overhaul in our opinion, as it's a very busy restaurant in a very large resort, so it needs to function better than it has been.

Sorry they experienced this - good job for the manager apoligizing, but all that does is correct the problem for that guest. That restaurant gets lots of complaints, and in our opinion, they are aware of it, but for whatever reason, they allow it to continue as status quo, as the restaurant is usually packed. It's not packed because it's good as far as we are concerned, but because it is the largest restaurant on property, and it has a character breakfast (which is horrible!).

I come from a restaurant family, so we are the best patrons as we buss our own tables, clean up after our kids (including the floor), hardly ask for anything, etc., so couple this with the fact that we've pretty much eaten everywhere on property, and we feel this one really needs an overhaul in pretty much all areas.

Tiger

 

[tgropp]

Just another viewpoint:
1) It is highly probable that this was the end of the shift for the server(s).
2) CM's are people, and they have to go home, too.
3) Frequently, guests are "handed off" when the CM's schedule is over.
4) Theoretically, the server might spend an hour overtime for that table.
5) That would not be fair to the server.
6) Plus, WDW is trying to reduce overtime.
7) The CM would not be paid if the manage did not approved the daily OT.

Agreed, but the bottom line is that if people are spending in excess of $200.00 for a family meal, they should be served in a polite, timely manner. No ifs and buts about it. The restaurant management should make it happen

 

[racefanof88]

I would bet you wouldn't get better meat if you went earlier. No doubt you might have had server issues then too - server issues are reported in lots of WDW restaurants right now at all times of day.

We had horrible service at Ohana last month at 11:15 AM .

 

[MickeyEars]

I'm sorry to hear this happened to you. 'Ohana is a must-do for us each and every trip and thank goodness we've never had any problems. Our ADR's are always around 6:00. This past June we ate there twice during our 9 night stay. We make our ADR's on Nov. 27th for our next trip and more than likely we'll do 'Ohana twice. We love it!!!!

Carla

 

[spodie]

From what I've read, I know that the service here can be hit or miss. Fortunately, I've only had good service - food served in a timely manner, friendly staff, and good food. The only complaint I have is that the time it takes to get seated is a little long. We always arrive about 15 minutes early for our ADRs (like they tell us to do) and we always have to wait at least 20 - 25 minutes for a table.

 

[iluveeyore]

So sorry to hear about that! I went for the first time with my Dsis last year for my birthday (and I have to mention that DH's birthday is Oct. 25 and mine is Nov. 3!), and the food was very good, but we felt very rushed. They brought almost all the food at the same time, we didn't get asked if we wanted any more of any certain items, and it was hard to find the server when we wanted more to drink. Then, after all the rushing through our food, we sat there for half an hour waiting for our bill. I'm glad we tried it, loved the food and dessert, but I doubt we'll go again.

 

[eastcarolinafan]

This is what we have always experienced at 'OHana, so we refuse to eat there. IMHO, it's one of the worst restaurants on property, as we have experienced the same disorganization, slow service, subpar food, etc. on all of our visits. They seriously need a managment overhaul in our opinion, as it's a very busy restaurant in a very large resort, so it needs to function better than it has been.

Sorry they experienced this - good job for the manager apoligizing, but all that does is correct the problem for that guest. That restaurant gets lots of complaints, and in our opinion, they are aware of it, but for whatever reason, they allow it to continue as status quo, as the restaurant is usually packed. It's not packed because it's good as far as we are concerned, but because it is the largest restaurant on property, and it has a character breakfast (which is horrible!).

I come from a restaurant family, so we are the best patrons as we buss our own tables, clean up after our kids (including the floor), hardly ask for anything, etc., so couple this with the fact that we've pretty much eaten everywhere on property, and we feel this one really needs an overhaul in pretty much all areas.

Tiger

Wow. Harsh criticism for a restaurant run by your "cousins." You had to wait at Disney World???? The horror. You have to wait 45 minutes to ride Peter Pan. You mean tell me you didn't set aside some time for your reservations at one of Disney World's most popular restaurants?

Two weeks ago we were there for our dinner ressies at 6:25. We were seated by 6:35 with drinks by 6:45. Dinner started coming non-stop at 6:50. There was an elderly couple staying at the Polynesian who had not made dinner reservations and were simply beside themselves that they couldn't be seated without reservations before 9:45 p.m. To me that is unbelievable. Simply astounding. They reasoned they were guests at that resort so should have been seated without hesitation, as if the 100,000 others at the resort had no reason to expect their reservations resort-wide be honored.

You get late reservations when you fail to plan effectively. I have been there, so I know of what I speak. I plan big time now, and life is good. DW is ALL about planning. If you don't want to sit down to dinner until almost 10 p.m., make a reservation for 6:30. Easy peasy.

Ohana is a great restaurant. It seems to me you may be a bit jaded, not seeing things so clarly because you were fouled. It happens, and we move on, hoping for a better experience next time. For me, dinner at California Grill was not all that I had hoped for. It was pedestrian fare served in an average restaurant with one of the most breath-taking views I have ever seen while eating. I'll go back, of course, because I think it's worth the expense just to soak up that atmosphere. The wait was more than an hour past our reservations, but it's a popular restaurant and people want to stay a while, so I understand. We made do. I chatted up an old guy at the bar and found out he was a retired police chief from a tiny town in Pennsylvania. My daughter played rock paper scissors with another kid and my wife read her book. Bad service can happen anywhere. Waits happen too, especially at Disney World.

 

[DisneyWisher]

(and I have to mention that DH's birthday is Oct. 25 and mine is Nov. 3!),

How funny is that. You don't have a Heather and Sven too do you?

I told my daughter that they have now changed the ADR window to 180 days. She said "Oh good, based on what day we can get Ohana is how we will decide when we can go". Even though they had bad service they are not holding it against Ohana. My SIL loves the bread pudding. They just know now to book earlier in the day. I booked it on Sept 28th and 9:50pm was all they had. I tried booking on the same night for my upcoming trip December 12th and nothing is available. I've been checking for over a month 3 times a day. Guess I should give up but when we went in Sept it was so good I can't get it out of my mind.

 

[Golden Rose]

We've only be to Ohana once (more than a year ago), and we haven't decided if we'll ever go back. We waited about an hour past our ADR time for a table, then were ignored by our server for about 20 minutes while he took care of other tables around us, including one that had been seated after us.

By the time someone got to our table, I had low blood sugar and was cranky. I am not very nice by the time I'm starving and thirsty. When our server's assistant (not our actual server) finally did come to our table, I really did snap at him and point out that we'd been waiting almost an hour an a half at that point and we still didn't have any food or water and we weren't even certain who our waiter was.

Amazingly, food and water started appearing at our table. We never had any trouble after that, and in fact, other tables started looking at us with envy as the food started flowing so freely to our table.

Ohana was our longest wait of anywhere we dined that trip... or at any of our trips since. We got good service, after I turned into a complete witch, but I was so frustrated that I have not been eager to repeat the experience. We weren't sorry we tried it, since we'd heard so much about it, but there is too much good food with less hassle at WDW for us to return any time in the near future.

 

[2 pirates for me]

When we ate there last year, we had an 8:15 ressie. We weren't seated until 9:05!!! By that time all the activities were closing down for the night. My children were very disappointed. The service was very slow. When the food did come out it was practically thrown on the table as the server was on the run. I said something to the manager who commented they were short staffed that night. As someone who has worked in the food industry, this is not an acceptable answer! It's the manager's job to make sure the dining room is properly staffed. If they couldn't meet their demands they should of told us that at 7:50 when we checked in! Because of that, we are very leary about going back.

 

[ShannonMB]

Ohana is a great restaurant.

That's your opinion, just like everyone else's. I've only been there once, but I found most of the meats dry/overcooked, and even though they've changed to the lo mein now, when it was the potatoes they tasted like Betty Crocker boxed ones to me.

It didn't HATE it, but I plan on trying just about everything else at WDW before we go again. Just wasn't very impressed. And JMO!

 

[Schmeck]

What if the original waiter suddenly felt sick and had to be excused - he could have puked all over your table instead... Hopefully, if this was the case the 'angry' manager got over it.

 

[fall08CP]

1) It is highly probable that this was the end of the shift for the server(s).Then the server should not have been given the table, Manager seemed to be upset that my daughter's table was handed off
2) CM's are people, and they have to go home, too.Again they should not have given that server the table if it was the end of their shift
3) Frequently, guests are "handed off" when the CM's schedule is over.What a bad practice on Disney's part, I managed my dad's pool hall for 14 yrs, 30 mins before a shift ended the server was taken "off the floor" to complete their sidework and finish up any of the tables they had left.
4) Theoretically, the server might spend an hour overtime for that table.Again should not have been given the table.
5) That would not be fair to the server.I totally agree but thats a bad practice on Management
6) Plus, WDW is trying to reduce overtime. Like many employers are. But overtime for a server would be $6.29
7) The CM would not be paid if the manage did not approved the daily OT.Still comes down to that if the server was off at 10:15 he should not have been given the table.

I have to agree with Rusty on this one. For all you know, the waiter that they were handed off to could have been on break or occupied with other tables staying longer than expected for the first 30 minutes of the meal, so the original waiter was doing them a favor by starting the service. The restaurant probably decided that with how late it already was, they would rather eat on time and switch servers than wait an extra 30 minutes to even be seated. The quality of the food is probably due to how it being the end of the evening. I've eaten there three times, with another booked for January, and found that waiter service isn't that important at Ohana because often your personal waiter is not the one that brings out all the food.

 

[Kricketnp]

Just have to say that we went there in August and had a 9:50 reservation and had HORRENDOUS service. By far the worst service of any of the Disney TS restaurants we ate at during the trip...She commented about how it was my birthday upon arrival at our table and that was the end of it, took about 20 minutes to take drink orders and we had food before our drinks, and she barely ever came back to the table. It was terrible!!