Lakeside Seafood & Grill — Restaurant in Collingwood

My family spent a lot of time and money to make my 50th birthday perfect. One of this was going to this top rated restaurant. We were so disappointed, my daughter cried because she felt responsible for picking the restaurant. I could point out so many disappointing things, but I’ll only make a few. We asked if we could sit outside and we were given a table. As we sat down I noticed in the corner there was a table about to leave and they were right on the Waterview. My husband politely asked if we can move, and the waitress, a lady I don’t remember her name, already started making excuses, but said she would check. Out, loud, she spoke to the other waiter and said I’m sure you can’t take on another party as you seem full in your section. She came back to us and said yes he’s full and then said to me in a patronizing way it’s OK dear, I know it’s your birthday, but I’ll take good care of you here. She did take her drink orders before our drinks even arrived. Another party was sat and the table that we would have liked to be moved into. Let me also point out, there were no reservations for the outside, so there was no reason why we could’ve moved. When we were handed the paper menus, they were disgusting. Not only where they folded many times mine had ketchup on them, my husband had a fingerprint you can see on it, and almost everyone’s menu had something on it. I did mention it to her telling her they were very dirty, they were also folded many times having food stuck on them. So she did take them from us. I only hope she threw them away. I have been a successful restaurant owner, my restaurant has done very well, but has not received the recognition this restaurant has but the whole time I kept saying “ If I did this at my restaurant, I would be humiliated…” there shouldn’t have been one paper menu first of all, not at that high class level. But if you’re going to have a paper menu, at least print it often or as soon as you notice food or someone’s dirty fingers, throw them out immediately. Secondly, remember the customers always right. This is hospitality 101. If there was a real reason why we couldn’t have moved to the beautiful scenic table that would’ve been different but the patronizing tone of this waitress, the very loud conversation she had with the other waiter only to ensure we heard he couldn’t take us was totally, embarrassing on your part. Especially since before we even had water some other people , who were dressing casual clothes were brought to that table. We should’ve been moved not only because it was my birthday, my 50th birthday, but because we asked. That next Family would easily take our spot. Now about the food, the special was prime rib, and I normally purchase the special believing that this is what they are trying to figure as their best food. I was so disappointed. It was prime rib, but it was so fatty and tough when I was trying to cut it. I was like I had to try ripping it apart. Then when I finally did rip off, I did get a half fat that I had to actually remove from my mouth. maybe I should’ve said anything out loud, but when there were probably four other things that happened that I don’t need to list hear, my daughter started crying, saying she tried to make this the best birthday for me and she’s the one who actually planned this restaurant and she’s so disappointed and thought she ruined my birthday. Well, I will say it wasn’t her that did it was definitely the service, and this restaurant. I hope this finds it’s way to the manager, as it is a gift so they now know a few things they can easily fix to make the customer service experience amazing instead of totally disappointing. This was approximately 7 PM, August 25, 2024 and we were changed waitresses to the one who serve the upper deck. I hope this may help with some follow up, as well as some communication how the other server could have welcomed us into his section, especially since five minutes later someone else did. I have never given a negative rating before, and I also left out numerous things but felt...

We arrived at the restaurant around 7:15 pm-7:30 pm for a party of 4.

We were advised that there was 45 min of waiting for a table and we’ve got asked our phone number so they could text us when a table would be ready. ( I first gave my phone and then realized i forgot my phone so we rectify the number for my sister’s phone).

They advise that we have 5 min to present ourself when texted otherwise we loose the table. We ask if we could wait at the bar and were told no because of the Covid situation. It gave us no choice then to wait in the parking lot until we receive a text.

At 8:10pm we went to check if our table was ready, the hostest answered that there was two parties in front of us. So we kept on waiting.

(Just to put you in the context, we were the only one waiting outside the door of the restaurant for the past 45 min nobody else then us)

At 8:35 pm we went back to talk to check since the kitchen close at 9:00 am. The hostest answered: « I texted you at 8:10 pm and you never came so I gave your table away. But i will see what i can do and ask her manager» after checking the phone number she texted the first number that we gave her. Up to there mistakes happens, it’s ok but she never gave us the doubt that a mistake happened on their side.

While the hostest was waiting for her manager a couple came in and ask a table for two, she answered them « i will check if there is a table around, you can go wait in the waiting area and point the bar. »

We were outrage but didn’t show it at that point we wanted to eat since it was late.

Then the manager come and gives us a big round table of 8 places right in the middle of the hallway. ( we look around and a nice table for four people was free behind us in front of the window)

We ask the manager if we could get the table of four to be seatted comfortably after all this wait.

The manager was super nice and willing to change us place.

The part that went wrong was when the hostest came up to the manager right in front of us and started to argue that we shouldn’t get change table. That we didn’t show up when she texted us and we should deal with the table that we had since it was our fault if we were late. She argued to her manager that she plan to give the couple at the bar to the table of four and we are all mixting her plan. She gave us disgraceful look like we were idiots and treated us like if we were garbadges to her. She seemed eager to punish us for the text message error that was on her side and refused to let go about it. (Even if the mistake was not from us and that it’s been more then an hour that we waited)

The manager told the hostest that she was taking care of everything.

The manager was really nice and change our table. Afterward our server was really nice (the best!!) and the food was really good.

This restaurant is worth a 5 stars, but the fact that the first contact we had was the hostest that clearly doesn’t have any sense of respect towards clients and she really doesn’t know how to handle client make our experience a 2 stars since we departed the restaurant with a...

What a horrible and unexpectedly rude welcome from the restaurant front desk. Despite having a reservation of 8 people (confirmation in an email), the lady didn't let us speak, spoke over us, very very rude and didn't even listen. I am shocked and surprised, being in a customer service industry, this is baffling to experience from such a reputed restaurant. This lady just dismissed us continuing that we don't have a reservation, and wouldn't listen to us, even though we had an email confirmation. In fact, I made this reservation myself with the restaurant team member, while I was in the restaurant. It was such a pathetic behavior that I would never step in this restaurant again. In fact, I am so glad to turn down Vitality Vacation offer, given how this lady made us feel. If this is the prime destination to advertise, I feel this lady is in the wrong industry. When we tried to explain, she even dismissed her own co-workers who tried to explain. But, I always say everything happens for good; because we actually found a much much better place around the corner; which was far superior in every aspect. Shame on you lakeside grill, you don't even know what welcome and customer service means.

I am appalled at the entire episode. Totally disappointed and I will definitely share this, so other families don't go through this ordeal.

After having such a frustrating and disappointing start; another staff member joined to elevate that even further; who was equally rude. She had the audacity to tell us that we should leave as there are other guests waiting. It seems like this restaurant does not focus on staff training, customer experience, manners, respect, politeness, humbleness and most importantly zero culture and values...as this practice seems to be the norm.

How surprising when I read the lowest star reviews; and same name happens to be in limelight - Dana. Clearly, either Management doesn't care or are absolutely disconnected. She is costing this restaurant name and business. What a disappointment she is on customer service. She is rudest and most unpleasant person I have ever met!

I invited my family from Toronto to experience your restaurant, and they drove 2.5hrs in the evening to be with us and celebrate our 10 yr old's Birthday; what a heart break and disgusting approach from restaurant staff.

Update May 2022: I am extremely surprised, astonished, baffled and "again" disappointed! I had everything agreed with Sandy (very nice person, Ex- GM), and she carried out a proper email handover to Mark (new GM). I have been trying to contact him from a long time. I have sent emails and left messages with couple of associates at front desk, but till date I haven't heard back from him. If this is the GM, then I can only imagine the culture and values at...