We dined at 'Ohana Monday night. Our ADR was at 5:00. We had no problems....we checked in at 4:50, waited our 10 minutes and were taken back to a nice table by the windows with a view of the grill also. Our server was Bernie.
Here's our problem: the service was terrible. We've eaten here yearly for 4 years. I knew about the menu changes. Not a problem. Bernie took our drink orders and returned in a timely manner with the drinks. Eric brought out the wonton chips and dips. The salad came in a large bowl at the same time. This is all fine. We were disappointed in the loss of the wontons (in place of the chips), but my kids loved the chips. They were crisp, tasty, and a little salty. The salad was enjoyable.
Then Eric came over with steak and pork. At this time, I'm happy. The meat is making up for the loss of wontons. The flavors of the steak and pork were delicious. It's at this time that I notice my husband. He has received a defective piece of steak. Not thoroughly cooked and he said he couldn't even get his knife through it. Because I was wallowing in the good flavors on my plate, I hadn't noticed this incident with DH's piece of steak.
Well, then we sat for quite a while. It became a sort of game to time how long we would be neglected by Bernie and Eric. Eventually Eric came around with Turkey and Sausage. My turkey was raw, folks. Not cooked. I showed it to Bernie when she finally came around with the potatoes and veggies. Bernie said, "yep, wow, that's not cooked. I'll go show it to the guys", meaning the grill guys. She did apologize. I stopped eating. There was never an offer to remove my dinner from the bill. We waited again. Our plates were now empty and no one ever cleared our table along the way. We were sitting in an array of dirty plates of half eaten raw meat for 20 minutes. Yes, I'm trying to make it comical. This wasn't fun and we weren't pleased with waiting and waiting and waiting and waiting. Finally, Bernie offered to bring out dessert. We also asked for our check. We didn't want to wait 20 minutes for her to come back and offer to bring us a bill.
Overall, it started out fine and went downhill quickly. The service was confusing. Who was our server....Bernie or Eric???? It was a sort of comic tag team that I notice was happening. 'Ohana needs to hire more staff. (and cook the meat thoroughly before serving it.) The tables around us were getting restless, too. In the servers defense, I never saw Bernie or Eric standing aroung, twiddling their thumbs. They were clearly over-worked and short staffed. Considering we really used to enjoy our meals here, we were sooooooo disappointed.
Also, the timing isn't down with this new menu, which, IMO, isn't so new anymore. Hasn't been in place over 6 months? What ever happened to getting the side dishes with your main dish? The potatoes and veggies came so late. Ugh! Given the loss of the old menu and our poor service, (and 2 pieces of raw meat!), we don't plan to return any time soon.
Flame away if you must. We've eaten here often. This was an incredibly bad night!
Here's our problem: the service was terrible. We've eaten here yearly for 4 years. I knew about the menu changes. Not a problem. Bernie took our drink orders and returned in a timely manner with the drinks. Eric brought out the wonton chips and dips. The salad came in a large bowl at the same time. This is all fine. We were disappointed in the loss of the wontons (in place of the chips), but my kids loved the chips. They were crisp, tasty, and a little salty. The salad was enjoyable.
Then Eric came over with steak and pork. At this time, I'm happy. The meat is making up for the loss of wontons. The flavors of the steak and pork were delicious. It's at this time that I notice my husband. He has received a defective piece of steak. Not thoroughly cooked and he said he couldn't even get his knife through it. Because I was wallowing in the good flavors on my plate, I hadn't noticed this incident with DH's piece of steak.
Well, then we sat for quite a while. It became a sort of game to time how long we would be neglected by Bernie and Eric. Eventually Eric came around with Turkey and Sausage. My turkey was raw, folks. Not cooked. I showed it to Bernie when she finally came around with the potatoes and veggies. Bernie said, "yep, wow, that's not cooked. I'll go show it to the guys", meaning the grill guys. She did apologize. I stopped eating. There was never an offer to remove my dinner from the bill. We waited again. Our plates were now empty and no one ever cleared our table along the way. We were sitting in an array of dirty plates of half eaten raw meat for 20 minutes. Yes, I'm trying to make it comical. This wasn't fun and we weren't pleased with waiting and waiting and waiting and waiting. Finally, Bernie offered to bring out dessert. We also asked for our check. We didn't want to wait 20 minutes for her to come back and offer to bring us a bill.
Overall, it started out fine and went downhill quickly. The service was confusing. Who was our server....Bernie or Eric???? It was a sort of comic tag team that I notice was happening. 'Ohana needs to hire more staff. (and cook the meat thoroughly before serving it.) The tables around us were getting restless, too. In the servers defense, I never saw Bernie or Eric standing aroung, twiddling their thumbs. They were clearly over-worked and short staffed. Considering we really used to enjoy our meals here, we were sooooooo disappointed.
Also, the timing isn't down with this new menu, which, IMO, isn't so new anymore. Hasn't been in place over 6 months? What ever happened to getting the side dishes with your main dish? The potatoes and veggies came so late. Ugh! Given the loss of the old menu and our poor service, (and 2 pieces of raw meat!), we don't plan to return any time soon.
Flame away if you must. We've eaten here often. This was an incredibly bad night!
This is one of most favorite places to eat and luckily we have always had great service.
