West End Diner — Restaurant in Hamilton

I am so disappointed to have to write this. Westend diner has always been a favourite of our families and we would go weekly. Last week I took my niece mother, and I out for dinner. We were promptly seated at a booth, and our waitress asked us if we wanted any drinks. There was a tea and two milkshakes and the waitress didn’t come back for 25 minutes with our drinks. I should add when we came in. It wasn’t overly busy because the one section of the restaurant had maybe two people in it at the time where the booths were they were full. My niece asked for the kids pita pizza with pepperoni. The waitress offered sausage instead of pepperoni Because they don’t carry that which was fine. My mother and I ordered bruschetta to start and she ordered a soup and I asked for ribs. She asked me if I wanted a half rack or a full rack and I asked what the price difference was. She indicated that it was a special in the same price so you may as well get the full rack. She left and came back half an hour later with the bruschetta. By this time, I had already finished my pot of tea and had the lid open for a refill of hot water but she just walked past. On one trip when she walked past I had to stop her and ask her for a refill on the tea.About 30 minutes after that, they came out with our meals and by this time my mother decided for a pot of tea. The waitress left and didn’t want to come back to ask how her meals were, if we wanted anything else or dessert. When my mother went to make her tea, the milk was rotten for hers. Had the waitress come back we could’ve pointed that out but instead she hung out by the outing by the cash register chatting most of the time. My niece’s Pizza was absolutely disgusting. When the waitress explained how the sausage would be cooked we thought it was going to be on the grill, casing removed so the grease could be removed from the meat. Instead, it was cooked and cut into dollar slices and all the grease sat on top of the pizza. My four-year-old niece took a bite of it and said she didn’t like it. We couldn’t blame her and we were going to order her something different, but again the waitress never came back. Mom and I finished our meals and shared ours with my niece. We waited 15 minutes and the waitress never came back once so I went up to pay. And our bill was over $80. The ribs were not the same price as the half rack as a waitress described. overall we were truly disappointed with our experience. As a regular to this restaurant I have not had such poor service. When the owners are in things are always spot on, quick, waitresses are on their toes asking if you need anything else, asking if everything is OK, and the food is just spot on. If I decide to come back, it’s going to be a long while before I do, we’ve had better service...

I wanted to take my daughters out for breakfast/brunch this past Saturday and Stacked, my preferred breakfast spot for this area, had line ups out the door - so we decided on this establishment.

It is definitely a popular place. It was busy when we first arrived. We waited only briefly for a table.

Our waitress was lovely, very kind and pleasant, lots of smiles, despite being busy.

I found the menu prices high. Omlettes are $17.80, if you want one with anything in it. Club sandwhichs are $20.40. Other sandwiches/pitas and wraps are $20 +, with the exception of one. They have a West End salad for $20.80 with ham, turkey, cucumbers, tomatoes and mixed cheese. The presentation of this salad must be outstanding because that sounds blah to me. Breakfast came to over $90, which I think is bullocks, even for 3 people. (Stacked prices are better).

The establishment definitely has an old vibe esthetic....I would say it needs some TLC. I wish I took more pictures. When when we first arrived, I used the bathroom, and you walk by the kitchen and can see in. I was shocked. Scraps of food on the floor, it looked dirty, grimy. I was surprised that it was like this as patrons were eating right by this area and could see in. No one wants to see that. Even the picture I took of all the chairs by the front window. Just looked unkempt. Worn.

And here is the thing, I don't mind a little diner, even if it's an older one - but I expect the prices to match the experience. If it was a more upscale diner, then these prices would be more fitting. I feel like for this place, you're average price for a plate of food should be under $15. If you have to make the portion sizes a little smaller, then 👍.

My one daughter had poutine and it was good, and my other daughter had the bacon and eggs Benny and she liked it. My omlette was just ok re: flavor but definitely a good size.

At the table beside us there was an unruly, approx 6/7 year old child that was being coddeled. Slapping her family members and screaming out, disrupting the experience of everyone in there. The parents were trying to placate the child instead of setting some restaurant boundaries and/or leaving the restaurant briefly with said minon, until they could emotionally regulate her. I believe it was the owner that had to come over and encourage the parents to take the child outside to calm down. She was still having a tantrum outside when we left. *Obviously not the fault of the establishment.

Positives - food portions/sizes, pleasant waitress, variety on menu.

Not so great - cleanliness, food prices, decor/presentation...

There is an UPDATE here from a 2nd visit on Feb 29/2020...and a 3rd visit on Sat Aug 14/2021.

We are from St Catharines and came here today on a whim while visiting Tews Falls and Webster Falls. Beautiful hanging floral pots outside. Super busy inside...we soon found out why!

Getting in our booth, a little note from Monica (owner) welcoming and thanking for choosing West End and a number to call if we were not satisfied.

We were met by BETH who was only a month into waitressing but appeared 100% seasoned and knew what she was doing. Her skills as a waitress were fantastic. A constant smile. A friendly demeanor. Truly excellent service from her.

I ordered the Chicken Parm/spaghetti. Clearly home made sauce. The Chicken Parm was lightly breaded and a HUGE portion. It had a different sauce (seemed cheese was in the mix) from the spaghetti which had a nice medley of sweet peppers...both sauces were incredible! The menu made a challenge about getting through it. Not because it was bad but because the portion was massive! It came with garlic toasted bread which was excellent as well. Everything came hot.

My wife ordered the turkey bacon club on rye with a side ceaser and coleslaw. The ceasar was soooooo good that my wife started putting pepper on it to be certain I wouldnt eat more than a few bites! :) The fries it came with were perfect.

Overall experience: 12 out of 10.

Thankyou Monika.

My wife and I WILL come back again!!!!

UPDATE!!! CAME BACK on Feb 29/2020!!! Ordered the chicken parmigiana to a grin and a "Are you going to finish it". Again....EXCELLENT SERVICE...this time from Maria!!!!!! She was phenomenal. Service was quick...food was SUPERB!!!!!!

Aug 14/2021 BACK AGAIN! Same experience! Veal parm and chicken parm...Italian and ceasar salad...HOT, FRESH, EXCELLENT! My wife received a drink on the house! Waitress this time: Claudia...EXCELLENT server once again. Sister of Chef was very pleasant. Beth is no longer (went to Vancouver) BUT each and every waitress here was amazing.

Truly the place for a great meal!

THANKYOU to all at West End Diner for making our experience memorable in every...