Sigh. Easily the worst-managed restaurant we have dined at - Holywater New York - Buy Reservations
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🤮 1/5 - Sigh. Easily the worst-managed restaurant we have dined at
By 👻 @Jimmy Z., 01/20/2024 3:00 am
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Sigh. Easily the worst-managed restaurant we have dined at in at least ten years. Between our appetizers being cleared and our entrees being served, our server--unbeknownst to us--went on break and never returned. This was at 8pm. At no point did mgmt or our new server, who was actually a busser, inform us of this change. More on this later. Let's talk food... The BBQ Shrimp app was quasi-inedible due to a heavy hand in the kitchen with the salt. Ditto the fully inedible gumbo. And I say this as a salt fiend, myself! The hush puppies were like warm at best. After ordering a 2nd round of drinks when the apps were cleared--a beer and glass of wine--the beer came out promptly while the wine order was dropped. Ten minutes later the new server/busser informed us they had run out of that wine (who runs out of Sauvignon Blanc at 8:15 on a Saturday night?!) so we ordered a Chardonnay. It was at this point that we told our server the gumbo was oversalted. Then the manager came by. He had clearly been made aware of our concerns re: oversalting. His patronizing response rendered in a patronizing tone with a smug smile: "yes, the flavors are bold." Meanwhile, we were still waiting on the wine, which he pledged to get to us ASAP. That never happened. Another ten minutes then passed. At this point, I got up from the table since no server or manager was in sight. Of course, the manager was holding court at the maitre'd stand and gabbing away rather than making rounds. I explained our growing dissatisfaction and returned to our table. Suddenly he appeared at our table with the wine and offered us dessert on the house. No coffee. We ordered King Cake and a check. FYI - we didn't ask that anything be comp'd or even suggest it. In thirty seconds--no, really--dessert arrived and at the same time he literally thrust the iPad in my face with the same smugness we'd seen from him earlier as he said with self-satisfaction: "Since you asked for a check." Of course, the check wasn't itemized. He noticed me observing this fact and to his credit said "I will bring you an itemized bill." When he returned, he dropped two Jello-O shots on the table and mumbled something unintelligible about them accompanying dessert. I looked at the check. Appropriately, he had knocked off a round of drinks, the gumbo and the cake from the bill. When I paid, he smiled with disingenuous autopilot plasticity and said "I hope you will come see us again." We said "No, we won't." We don't understand how poorly trained a manager must be to not say: "I am so sorry we failed to meet your expectations with both food and service. I hope that our having taken some items off the bill can in some small way offset your disappointment. We know that we didn't get it right tonight and we apologize." That is Hospitality 101. Instead, we got stuck with a guy who could barely mask his disdain for us and projected an attitude of "I can't be bothered." We are fans of this restaurant company's operators and were happily among the first guests at Pilot in Brooklyn. While the decor and vibe at Holywater are A+, the curtains don't match the drapes. What a shame. Sadly, this is an Instagram restaurant - great optics, poor execution. Ownership would do well by hiring or bringing back spotters. The only thing worse than a lousy meal with lousy service is lousy management. Be better. ps. The manager asked us if we knew what was in the King Cake. We said "yes, we know it's a baby." He corrected us, "No, it's an emblem." WTF?!?! pps. When I made the Resy, I made a request in the notes section to pls not seat us adjacent to restrooms, kitchen door, or servers station. Guess where they initially sat us? Directly next to rest rooms despite several empty tables. You can't make this stuff up. Epic fail, categorically.
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