Two weeks prior to our visit, I called and made a reservation for 10 to 15 people for my Dads 82nd Birthday. The person I spoke with assured me they could handle that many people for lunch. I asked about the best time to come as to not overwhelm the kitchen and we agreed at 1pm March 28th.
On the 28th family arrived, we had 11 adult and 1 child. The place seemed moderately busy but they had our table prepared. We got our drink in a reasonable time and had plenty of time to decide on food.
This is when things started deteriorating.
It took about 30 minutes before our orders were taken, I was not to worried though because the orders were all sandwiches, frys, or soup and salad.
After another 20 to 30 minutes went by, the people with frys and a side salad were served, that was 2 people out of the group. They awkwardly ate as we all waited.
My elderly parents were very hungry at this point and my mother with dementia was getting anxious about nobody having food yet. Another 20 minutes and food started coming out sporadically. Everyone finally got their food but one person, the waitress said she would go get it, it came out 10 minutes later and it was litetally the easiest order, plain pulled pork with a side of mashed potatoes.
The food was burnt and dry!
The smoked meat on my sandwhich was so dry that it was mostly inedible, there was 1 slice of american cheese way over melted on top, it was crusty. The buns were so dry I couldn't eat them. No sauce, no mayo, no lettuce, nothing but a bare dry bun with dry Jerky meat,I wanted to ask for Mayo but the waitress never made it back to my end of the table or left so quick I couldnt ask. I got up and wandered around by the salad bar looking for mayo and sauce. Everyone in the party was shocked at the condition of the food.
There were at least 3 people who's food was not edible due to how dry it was with cold greasy frys.
We then notice that my 83 yr old Dad (bday boy) is eating off my Moms plate. My cousin asks the waitress where his soup and salad are? She says , "oh, its a salad bar, he goes and gets it himself".. he didn't know.. this was almost 2 hours after we were seated.
We were never offered desert and it was after 3:30 at this point, so we quickly sang happy birthday and started to leave.
All of the meals were separate which is kind of chaotic but the staff helped us through it and we all paid and made our way out.
My brother is paralyzed and had made a special trip out with paratransport. As we were standing outside waiting for his ride, the hostess came out and said he hadn't paid for meal, total misunderstanding, he doesn't hear well and thought someone else had paid for everything. He followed her in his motorized chair, she opened the big heavy wood door, walked in with him following and let the big wood door slam shut on him.
Most of us had traveled 3 plus hours to meet at the Hideout for Dads bday. All of us traveling back home, stopped in Duchesne and bought gas station food after leaving the restaurant because we didn't eat most of our food.
I paid for two meals, me and my friend. She pitched in 20.00 cash and I paid $43.93 plus a 10.00 tip. I just notice that gratuity was included (my problem for not noticing).. we also added 2 pieces of cheese cake last minute.
I also found out that most of our party added tips not noticing that it was included, and the reciepts are not itemized.
We paid $73.93.. for 2 inedible sandwiches that came with frys, 1 coke and 2 tiny pieces of cheesecake..
None of us complained and we all treated the staff with respect despite the long wait and terrible food.
Your restraunt needs training on time management, proper staffing for larger parties, communication with guests when food is slow, plate presentation, sending food back to the kitchen when its un acceptable and SENSITIVITY to HANDICAPPED and ELDERLY guests.
I hope you are able to rectify the issues with restaurant and staff, Its really a shame.
I would be willing to...
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