BRIXX Brewhouse — Restaurant in Nelson

We were staying at the Prestige Lakeside Inn and saw they had restaurants available on-site. Even though there were only 2 tables with guests in the restaurant we waited a couple of minutes before we were served water. No big deal. We then had no server come to our table to take our drink orders for another 10 minutes. Not so good. We finally ordered our food: 2 simple meals - a chicken avocado burger and a mushroom burger. A server came by after about 20 minutes to see how our drinks were. That’s a pretty long time to wait, especially since they were not that busy. After another 20 minutes, and no sign of a server, we walked up to the bar/kitchen area to talk to our server. We informed her that we had been waiting 40 minutes since we ordered our food and asked where it was. She informed us that the “kitchen is really behind” and that our food would be out shortly. After another 10 minutes with no sign of our food and another table being served theirs (they had come in about 10 minutes after us), we called our server over and asked to speak to the manager. She informed us that the manager was also the head cook and she would let him know. She went into the kitchen and after 15 more minutes and no sign of the manager or our server, we walked out. We had been in the restaurant over an hour and 15 minutes already. This was terrible.

We walked over to the front desk of the hotel and informed them of our bad experience. They were very apologetic and also informed us that the restaurants are a separate business. We said we understand that but it reflects poorly on the Prestige to have their guest, paying to stay in a very nice hotel, to have this kind of experience. They apologized again that we have had this experience and they gave us the manager of the hotel’s contact information so we could let him know.

As we were speaking to the front desk, a man came out looking a little bewildered and hesitant. We asked if he was the manager and he gave a non-committal answer that he was “sort of” a manager. We related our experience and he said that they were very busy and were having trouble keeping up. He informed us that the 2 restaurants (side by side) each had their own chef! The combined seating of the 2 restaurants was less than half full, but the Brixx had only 3 tables of guest to serve. We commented that if Brixx has its own chef, what on earth was making it difficult for us to receive 2 simple orders? He had no response to that and never apologized or offered to make amends in any way.

While we were speaking to him, another couple came out and heard us and said that they had waited 2 hours to get their food! They commented that at the rate they were paying for staying in this very nice hotel, this experience was totally unacceptable.

We took down the “manager’s” name and contacted the manager of the Prestige. He was not available and so we left a voicemail. The hotel staff came down to our room a couple of minutes later and gave us a complimentary half bottle of very good red wine and some delicious chocolates. They said that they know this in no way makes up for what happened to us but they wanted to do something for us. This was very much appreciated.

The next day (we left Nelson to head to Fernie), the manager of the Prestige called and wanted to hear from us what had happened. He was very good and apologetic and also informed us that they have been inundated with complaints about the restaurants over the last few days.

All in all, the hotel staff was excellent. The hotel room was very nice. We have no complaints about them at all. Would definitely recommend the hotel but unless things change with the restaurants, you will have to go off-site to find food, which is a shame and disappointment when you have paid to stay at such a lovely location.

Hopefully they get new management in the restaurants quickly or this will look very bad...

To sum up: Excellent food, but high prices and unpredictable quality of service from staff who is not too knowledgeable and does not seem very experienced.

More about this review: This was our fifth visit in the course of the past six/seven months, but while we kept returning for the food and drinks that have always been excellent, service has been of unpredictable quality, if not declining, and our last visit was one of the worst experiences I've had in a while, if not ever. We've had one server who has been very great to us though -- and even recognized us on our second or third visit -- thus, we kept going back. But staff is still obviously NOT knowledgeable when it comes to food and drinks offered by the establishment, and some of them are very untrained as to how to provide efficient service (we have to grab their attention more often than not, or anticipate ordering all at once when they're at the table to avoid waiting). While this is ok and we have been understanding and patient because this is not the servers' fault as they try and do their best, I urge management to train their staff better and to improve their standards for delivering excellent and efficient service to their customers. Because it does not seem like they care about wanting to attract more people or repeat customers. The lack of reviews about this place is probably also telling.

OUR LAST VISIT IN DETAIL: When we arrived on Saturday just after 2:30, there was only one table of two who were already eating. Another group of three came in a few minutes after us. So, the place was not busy -- only TWO tables including ours. One server behind the bar. I ordered water before we were ready to order drinks and food. The group AFTER us placed their order and then got it BEFORE US. All the while, we waited 15 min before our order was taken (drinks + food at the same time) and an extra 15 min to receive our drinks. Another server came back to check on us and asked if we wanted to order food -- although we had ordered it already. Obviously it was never received by the kitchen. Another 10 min passed, and we're informed our food is on the way and we order another drink while waiting. We watch the other table eat their food, but it also seems like there was a mix-up with their order. After finishing our drinks, we informed the server we'd like our food to go, as we need to leave, but it takes another 10-15 min to be packed and delivered to us. After we left, we realized one item was missing, but was never ordered, was not on the receipt -- at least, we did not pay for it.

I believe we were more than patient, but VERY frustrated, after spending one hour waiting for overpriced food and drinks. The whole time, the server -- different from the first one who took our order -- was very apologetic, checked on us and did her best. It was obviously not her fault, as it seemed like she was taking over for the new server. But who lets a new or unexperienced/untrained server to work ALONE on a Saturday? There is obviously a lack of awareness or care from management.

Bottom line: Excellent food, but high prices and unpredictable quality of service from staff who is not too knowledgeable and does not seem very...

Very disappointing experience. My wife and I joined some friends of ours who were already seated with drinks. Menu's were on the table so we quickly decided what we wanted to eat. 20-25 minutes go by with nobody coming to even bring us water. Once it finally came we ordered food but not drinks and it was very obvious our server didn't like that fact and he made a face. Ok, whatever let's just let it go. Half hour goes by before we see our food. Our waters are empty and while the server actively LOOKS AT our empty glasses, not once but twice, says nothing and does not refill them. Burgers are finally there, great! Take a bite, delicious, but it's sloppy and all over our faces. So we have to ask for napkins which our server reluctantly brought us a couple. (are napkins gold all of a sudden? Are we missing something?) So continue to try and eat the burger, without a knife and fork it's impossible. So i go ask for 2 forks and receive a napkin wrapped up with silverware inside. Get to the table and oh no, it's just one. We decide to try and share for awhile but this is ridiculous. After we finally ate we were Essentially rushed out the door, clearly because we weren't drinking.

By far the worst service I have experienced in Nelson. Server seemed to be "too cool" in his own mind to actually do a decent job. And who wears a TOQUE while serving food? That's just gross. Food tasted pretty good, burgers were tasty. The $8 dollar "side" of fries was laughable. Tasted great but apparently there are rations on fries now?

If they got decent servers we would return but as of now we wouldn't return.

Should mention as well that the gentleman bartending was polite, professional and seemed to be doing an amazing job. That however, cannot be said for our "too cool, Mr attitude server". Maybe that explains why...