NOTL Bar & Restaurant — Restaurant in Niagara-on-the-Lake

We did a lot of research before choosing this restaurant, but unfortunately, it turned out to be a mistake. For the high price point, the experience left much to be desired.

From the outset, the service was disappointing. The bartender who greeted us seemed unenthusiastic, and our server, Zahra, was outright rude at several points. She reacted poorly when we asked for tap water instead of bottled, flatly said no when we requested a splash of gin added to a mocktail, and even charged us for food we never ate.

The food itself was just average, in fact the photos on many of these posts did not at all match the version of what we were served. For example, we ordered the burrata and were surprised that it didn’t come with bread. Zahra offered bread for an extra charge, which we accepted. When it arrived, there were three slices for our group of four. We jokingly mentioned it would have been nice to have one extra slice, and she asked if we wanted another. We said yes—expecting just one more piece—but moments later she brought out an entire new bread order. When we clarified, she insisted “you asked for this” and awkwardly held the plate out so one of us could pluck a single piece. At the end of the meal, both bread orders appeared on the bill, and when we questioned it, she bluntly repeated “you ordered it” instead of addressing the misunderstanding.

What shocked us most was what happened next. When we calmly tried to explain, Zahra became defensive and told us we were “rude, disrespectful, and lacking in manners,” claiming we hadn’t said please or thank you. She insisted that she works in customer service and doesn’t deserve to be treated this way. We were stunned—none of us behaved inappropriately, and in fact, many of us work in hospitality ourselves. We know the importance of good service and treating staff respectfully, which made this encounter all the more upsetting.

Throughout our visit, staff seemed disengaged, frequently chatting with each other while mistakes were being sent back to the kitchen. Our drinks had to be redone, and even when we called earlier in the day to ask about adjusting our reservation time, the tone we received was dismissive.

Overall, the experience was unprofessional and left us feeling unwelcome. For the price, we expected at least competent service and decent hospitality, but instead we walked away shocked at how we...

Went on a weekday around 4pm party of 3. The restaurant was not busy and we were asked if we were there for dinner to which we replied yes. We were told to sit wherever we wanted and someone would be with us shortly. Atmosphere & decor here is quite chic & cosy. Server came and greeted us, answered a few questions and made some recommendations- so far so good. Drinks came (nice selection of unique cocktails to choose from) and starters. We had the spicy shrimp (wonderful) onion rings (better than most) and the butternut squash soup (delicious). When it came to ordering our mains my wife asked if an ingredient could be excluded and was told they would check and let her know. No one ever came back. We were then told at around 4:45pm that the main dining area was booked for a private event at 5pm and as we didn’t have our mains yet, would have to eat at the bar or the one table tucked into a corner at the entrance and across from the bar. We really should have been advised of this when we came in, especially since we were asked if we were there for dinner! Anyways we took the table and continued on with our drinks and conversation. Another server comes by about 15 min later and asks if we wanted desert (!) to which we replied that we didn’t even get our mains yet. They seemed a little surprised and went to check then came back to say that they were ‘almost ready’ which really meant that the server that took our order had either completely forgot to put in the mains or failed to advise the kitchen when our appetizers were done. Over 25 min later the mains came. They were all very tasty (Atlantic Salmon Bouillabaisse, NOTL Burger, Rigatoni Bolognese) and fresh and we all agreed that it’s too bad that the poor service took away from enjoying the meal. We paid for 2 hrs parking when we arrived and had to add more time so that we weren’t rushing. No apologies from management only from our second server, no offer to try and make things right either. When I spend over $80 pp on a meal I expect much better service and treatment. Funny thing is I mentioned this to a friend later that had dined there before and they actually had a similar experience; enjoyed the meal but were disappointed with the overall service. There are better options in the area, I would recommend trying those before dining...

As locals, we’ve been to this restaurant quite a few times and have usually enjoyed the food. Unfortunately, almost every visit has been marred by some kind of issue—ranging from incorrect orders, to having to send food back. On one occasion, a friend who dined with us even had their credit card compromised shortly after using it here. But tonight’s experience was the final straw.

We attempted to pay using a valid gift certificate that was generously given to us over six months ago, only to be told that it was “inactive.” Rather than approach the situation with professionalism or a desire to help, the manager on duty—Beth—chose to escalate the issue unnecessarily. She was loud enough to make sure nearby tables could hear there was a “problem” and spoke to us in a condescending tone, repeatedly insisting that she couldn’t “just make an amount appear.” She made the entire experience extremely uncomfortable and publicly embarrassing, especially for my mother who became visibly upset. Instead of showing empathy or even basic customer service skills, Beth continued to dismiss us and offered no practical solution beyond suggesting we go track down the person who purchased the gift card and ask them to fix it.

After we reluctantly paid out of pocket, we decided to stop by the front desk before leaving—and in less than five minutes, a very kind and competent staff member resolved the issue by simply activating the card on the spot. No drama. No accusations. No condescension. It was that easy. Which begs the question: why didn’t the manager know how to handle this—or worse, why didn’t she care to?

Beth eventually came up to the front to give us a refund and acknowledge the “confusion” but never once apologized for the way she treated us. This wasn’t just a mistake—it was a failure of leadership, plain and simple. If someone in a managerial role doesn’t know how to de-escalate a situation, solve a simple issue, or treat guests with dignity, then they should not be in that position.

We’re incredibly disappointed. What used to be a place we enjoyed has now left us questioning if we’ll ever come back. No one should be made to feel humiliated over an issue that was so easily avoidable—and certainly not by someone who’s supposed to manage problems, not...