The Keg Steakhouse + Bar - Niagara Falls Courtyard Marriott — Restaurant in Niagara Falls

Well, congratulations are in order. Shelby, you’ve officially set the gold standard for what it means to ruin an evening. Really, hats off to you. The sheer lack of professionalism and basic human decency was so next-level, I almost have to applaud the effort it must take to be that terrible at your job. You’ve turned dining out into an extreme sport, where the challenge is to see how long guests can endure your attitude before walking out.

Let’s start with the basics, again—like the concept of “service.” You know, that little thing where servers treat guests with respect and kindness? Yeah, that memo must’ve gotten lost. Instead, we got a healthy serving of your bad mood, complete with condescension, hostility, and an extra-large side of eye-rolling. Delightful! It’s almost as if you woke up and thought, “How can I make this table regret ever stepping foot in here?”

And boy, did you deliver. Approaching our table to loudly air out personal grievances? In a restaurant? In front of everyone? Truly groundbreaking. Forget guest experience—you made it all about you, Shelby, and we were just lucky enough to be part of your performance. And then, the pièce de résistance: outright discrimination. Refusing service based on personal bias is not only unprofessional; it’s disgusting. But hey, you topped it off with refusing to get a manager. Genius! Why escalate the issue and solve the problem when you can stand there with your arms crossed, practically daring us to walk out?

Now let’s talk about the cherry on top: accusing someone of being intoxicated. Oh, the irony. Shelby, do you even know the first thing about recognizing intoxication, or were you just making things up as you went? I’d genuinely love to know how you arrived at that conclusion because it was so far from reality it’s almost laughable. If you’re going to throw around accusations like that, maybe brush up on your Smart Serve training—or, better yet, get some. Just a thought.

But wait, the fun didn’t stop with Shelby. Enter DJ Alexander, the so-called “manager,” whose main strategy was to double down on the attitude. Instead of stepping up and resolving the issue, they decided it was better to defend Shelby and throw in a few snarky remarks of their own. Apologizing? Making amends? Nah, those things are for amateurs. Apparently, at this establishment, the guest is always wrong, and the staff is always right. Bold choice, The Keg.

In short, this experience was an absolute disaster from start to finish. The unprofessionalism, rudeness, and outright discrimination displayed by Shelby, DJ Alexander, and even Chris were not just disappointing—they were appalling. What should’ve been a simple, pleasant evening turned into a masterclass in how to alienate and insult your guests.

So congratulations, team. You’ve made it abundantly clear that customer service is optional here, and I, for one, will make it my mission to let others know exactly what they’re in for if they’re unlucky enough to...

Oh, Shelby, where do I even begin? A gold star for making this one of the most memorable dining experiences—for all the wrong reasons. You really outdid yourself! Not only did you ooze attitude and rudeness from the moment we sat down, but you managed to set a new bar for how not to treat guests. Bravo!!!

Let me enlighten you on something that might blow your mind: when you’re working in hospitality, especially serving guests, a positive attitude is literally the bare minimum. But apparently, smiling and basic respect are optional in your world. Serving us must have been the highlight of your day, huh? Because for us, it was the absolute low point of ours. Never in my wildest dreams did I imagine I’d leave a restaurant wondering how someone like you was hired in the first place.

Let’s talk specifics, shall we? You stormed over to the table, loudly and unapologetically airing personal grievances in front of everyone. Privacy and decorum? Nope, not in Shelby’s handbook. And then, the pièce de résistance: outright discrimination. Refusing service based on bias? Disgusting. But wait—it gets better. When asked for a manager, you stood there like the picture of indifference, dripping attitude, and refused to get one. Ego much? Pride much? Let it down Shelby, you work at the keg, relax. Stellar professionalism.

And the cherry on top? Falsely accusing someone of being intoxicated. Do you even have your Smart Serve certification? Were you trained at all, or did someone just hand you an apron and wish you luck? Pro tip: if there are zero signs of intoxication, maybe don’t pull accusations out of thin air. Weird behavior, Shelby. Really weird.

But why stop at Shelby when DJ Alexander swooped in to join the fiasco? The so-called “manager” was no better. Instead of apologizing, they decided to play defense attorney for Shelby, complete with rebuttals and attitude. Newsflash: guests don’t come to restaurants to be dismissed, gaslit, and talked down to. A simple, genuine apology and attempt to make things right would’ve gone a long way. But no, professionalism clearly wasn’t on the menu that day.

To sum it up, the actions of your staff—Shelby, DJ Alexander, and even Chris—were beyond unprofessional; they were discriminatory, disrespectful, and downright appalling. What should have been a joyous birthday celebration turned into a humiliating disaster, courtesy of your team’s behaviour. The Keg used to stand for quality and great service, but this experience was a total disgrace.

Congratulations, Shelby and team. You’ve turned customer service into an art form—just not...

I will start off by saying that if you come to this location, please ensure you are there WELL in advance of closing and maybe not on a long weekend. When my group of 4 arrived at the keg location and seated it was roughly around 10:30pm. We were then asked if we knew what we wanted to drink ahead of looking at the menu (which I see is common from other reviews). Once our waitress came came back we had wanted the rosé sangria and was advised there was none left and then was offered the white sangria (which I declined as I’m not a fan of white wine). My sister then proceeded to order a mojito and was then advised there was no mint- not sure why I was offered the white sangria as that had mint too… We then just decided to get water as we were afraid of what else they “didn’t have.” The water took quite some time to say the least and was then given the bread. Once it was time to order dinner, that’s where our frustration really started. Once again my sister and I decided to order the blackened chicken Oscar and was advised that there “may be a possibility that was not available” as well… Our waitress stated she would go and check and came back to us stating there was no chicken at all and then offered us vegetarian options asking if we were vegetarian (last I checked vegetarians don’t eat chicken). My sister and I settled for another option and with that being said no apology for the lack of items available. Once we received the food (here’s where it gets good) all of our steaks were NOT cooked the way we requested (medium was medium rare, medium well was medium etc) and one of the plates had hair on it. To say the least, with all the items not available, the food items should have came out immaculate! As a person that has worked in the industry I understand that at the end of the night everyone’s just trying to go home and end their day, However if you’re open to a certain time and have guests in your restaurant, it should be great service up to closing. We did have the plate which had hair removed off our bill, but the lack of customer service received by the waitress, accuracy and items not available was not even addressed by the manager.I have been to a number of Keg locations and I can say without hesitation that This is the worst one in my books. There are a lot of things in common with my review and others and would suggest fixing them as this location is tarnishing the...