Maiko Sushi — Restaurant in Dollard-des-Ormeaux

If this was my first time at Maiko, it would have been my last.

I want to start by saying the sushi is excellent and take out is always a great option. We have been coming to Maiko for years and never had a complaint until last Wednesday.

I booked our reservation for a party of 10 + 3 babies (so that there would be room at the table for everyone with booster seats) a week in advance and since it was a birthday I asked in advance to bring a cake. On the day of, when the cake was dropped off before the reservation, all of a sudden we were booked for the night after. Luckily they fit us in last minute however only on a table for 10 with barely room for the children.

The service is where the review stems from… surely when you have a large group it takes time for everyone to settle and be ready to order, it was about 30 min into our reservation. We placed our orders and one guest needed to order his dinner and some extra to take home; the waiter said not a problem. After we all placed our order, we watched as the restaurant filled and more and more people who were around us get their food. When we started to notice was when 1 out of 2 of our guests got their appetizers but not the other…. About 1 hour later. During which time the waiter never came to see if we wanted a refill on our drinks or cocktails. We began to ask questions. Our waiter assured us it was coming. Almost 2 hours went by before our table was served. When our food came, our guest who wanted to order take-out additionally at the end of his meal didn’t get his food. When he asked the waiter he said it was his take-out order… we were all upset that despite waiting 2 hours for food, he had to cancel his order and leave all together.

Our table was a mix of babies and seniors and adults, a group who is not there to wait 2 hours for their order. Especially odd when we have had time limits on our table of 2 hours on previous visits to Maiko. Additionally disappointing when you watch as take-out is served swiftly to people not sitting in the restaurant. Despite this dinner being a celebration it went on so long that our guests ended up leaving and only half was there for dessert.

To add to this, despite masks being mandatory the restaurant did not tell people to wear masks upon entering. We witnessed a large amount of restaurant guests moving around and waiting for tables without masks on or being worn properly and the staff did not say anything to clients not observing the rules.

Service 2/10...

TERRIBLE service from the receptionists and they have GOT to fix the reservation system they got going on because it is not working out AT ALL based off of my experience and other reviews below me. First off, I would like to say that I really loved this restaurant until my last visit on Saturday, Aug. 28th.

We had reservations at 9:15pm for 2. We got there at 9:10 & they said they just need to clean the table to seat us. It is now 9:30, and we are still waiting to get seated?? I get up to ask the receptionist who says "honestly we're a bit delayed so idk how long it's going to take". (but she had told us that all they had to do was clear the table). We decide to wait since we had already waited that long. It's now 9:50, we go to the other receptionist to tell her we had been waiting for 45mins WITH reservation & she says "OMG" as if she wasn't aware we had been waiting all this time in front of her. She comes back to seat us at 10:00 but seats us at the very corner where it's dark and seems like no one usually gets seated there, says "This is the only table available, is that ok?" We tell her we did not wait 45 minutes to get seated at this table so they move us to a table in the middle after it's cleared. Once we get our food, we ask for the bills right away and that same second receptionist passes by and we ask to take our food to go since our waiter was nowhere to be seen. She takes insanely long and even gives us a look so we get up and go ask for the boxes ourselves. Forgot to mention that customers with reservation for 9:30 also for 2 got seated before us... To add on, they were prioritizing walk-ins over reservations.

Overall, worse experience at a high rated restaurant. I usually am very understanding since I've worked in food business before to know how difficult it can be on busy nights. However if they were expecting a busy night, they should not have over booked and also should have given us a waiting time estimate. If we had known we had to wait 45 minutes from the start, we would have left to go elsewhere.

Thankful for the waiter who offered us free soup to compensate although we felt like we deserved more. Service 2/10 - Food 10/10 (food did not make up for...

You are greedy! You promised a service to customers that you could not fulfill, if you would have been honest and told customers you were maxed out, we could have ordered from another restaurant and continue to support local. Instead you tried to take everything to yourself and you left a ton of people without a New Years Eve meal.

I can’t believe the experience I just had from you guys. I spent two hours today trying to make my order over the phone for New Years Eve. When I finally got through they informed me that my order would only be ready at 9:45pm, which wasn’t a problem as I am a very loyal customer and know the food is worth the wait!

At 9:15pm I received a call saying my order would be 15 minutes late. So I got to the restaurant at 10pm, and I couldn’t believe the chaos I saw when I got there. The parking lot was full and there was a huge crowd in front of the restaurant. When I finally made my way through the crowd I gave my name and they couldn’t tell me if my order was processed or how long it would be. I kept asking them if they could tell me if it would be ready by 11pm as it was New Years Eve and I live 45 minutes away, because if not I would cancel my order since I didn’t want to miss the countdown with my newborn baby and husband at home. They reassured me it would be. I waited a full hour and saw many people leave out of sheer frustration and even one woman who made a big scene to get her entire order for free. At 11:05pm I left with no food, no restaurants open to order something and no time to prepare a meal for my family.

Then at 11:50pm I received a call from the restaurant to inform me that my order was ready and to please come to the window to pick it up. I was shocked and upset when they called, they offered me a 15% discount on my next purchase, seriously????? After I see you give a customer a free meal that was triple the size of what I ordered, you are offering 15% off?! You have to be kidding me!

Anyways, I know this means nothing to you, and you don’t care that you have lost me as a customer who has been going there and recommending you for years, but I will...