The Snug Pub — Restaurant in Oak Bay

Unfortunately the food at the snug was really terrible. Such a disappointment considering we didn’t want to leave the beautiful hotel and go elsewhere for dinner so we decided to stay in and treat ourselves there. We would come to regret this decision unfortunately.

The menu was overpriced which would have been acceptable if the food was somewhere close to fine dining. The prices were very confusing too- one crab cake was $22, but get a second one and it was $6 more.. the only other thing on the plate were a few mixed leaves and tartare sauce. So if the crab cake is worth $6 a piece, then where is the other $16 on the plate? Surely not the decorative leaves and sauce?

I get halibut each time I see it on the menu because it’s my favourite fish to eat and I think it’s worth the higher price. The “halibut” that came out was the thinnest, overcooked piece of a fish tail I’ve ever seen. It was so thin that I contemplated asking the server if this was really the same meaty fish that I often order. I had a feeling it was a different fish. (After some research and talking to a friend who’s a chef, they confirmed that even the tail end of a halibut would have had a thickness to it). My only regret was not snapping a photo of it as proof. Regardless, the fish was overcooked, stiff and dry. The bean cassoulet it was served with was flavoured similar to beans made with a packet soup. 0/10, not enjoyable in the slightest.

My husband’s tuna dish was covered with a mountain of green olive tapenade and served with capers and more whole olives. Just a bizarre combination of salt, salt and more salt.

Desserts included a chocolate bomb cheesecake; covered in a chocolate so thick that it was like a brick to crack through. And my blueberry pie was similar to a microwaved pastry from Safeway. Only it didn’t have enough time to get hot, so it was luke warm, and the pastry soggy.

We were in the dining area off to the side because we had our one year old with us and the main part of the snug is for adults only. We had no issue with that, but unfortunately as we were the only table there, we were totally forgotten about unless our food was being delivered. Three tables around us had leftover plates and glassware that nobody bothered to clean in the hour and a half we were there. Nobody checked on us so that we could make our complaints while the food was in front of us. The service was just not good. We still tipped accordingly as we were in a 5* establishment and the other amenities in the hotel were so good, but on reflection it was a mistake.

In the end we just wrote it off as a big disappointment and a...

I'll start by saying our stay at the Oak Bay Beach Hotel was outstanding, the service was excellent, and the whole grounds are top-notch. Unfortunately, I can't say the same about the Snug. Despite its great views and menu, we had an unfortunate serving experience there.

While the appetizer and first round of drinks came at a reasonable time, it was all downhill from there. While my wife's drink came at a reasonable time, mine was still missing. So we waited... and waited... and waited. Finally I asked our server after at least 10-15 mins what was happening, and she looked into it. Turns out, "the same drink was ordered at the same time, so yours was taken to someone else." I'm not in the restaurant industry, but is that some sort of rare occurrence where two different parties order the same drink(s) around the same time? How could that be messed up?

So the drink finally comes. In the meantime, a pleasant couple is sat at the next table to us ~10 mins or so after we were sat. From then on, that couple not only receives their meal, they also receive (and finish) their dessert, while our meals still haven't arrived! They were laughing about it with us as we were fuming though still trying to make light of it.

I don't have the exact time, but we waited an obscene amount of time-- well over 45 mins-- for us to finally get the meals (halibut and a chicken marsala). To their credit, the Food & Beverage Manager comes out to apologize. He doesn't know what happened and says he doesn't want us to leave unhappy. So dessert was on them. The "dessert" was two tiny macarons that wouldn't fill anyone. I ended up asking if I could order a different dessert because I'm not a fan of macarons and figured the offer would still extend. So yes, they brought out a better, larger dessert.

The manager then asks if he can get us a drink on the house. My wife was finished, but I said sure, that would be nice. Well, that drink ended up on the bill which we got at the end. I was almost hoping there may be no bill or at least something heavily discounted, but it wasn't to be. Either way, I'm not one to make a scene about discounts, so I paid and tipped, though lower than I'd normally.

I think the most unfortunate thing is our server, while pleasant, didn't say "sorry" once. That was bewildering, and I thought would be a common courtesy for the situation we endured. Would it hurt to admit fault?

Anyway, the food was great, the atmosphere great, the service was disappointing. And yes, we did...

I have been a patron of the Snug for decades (including its former version). Definitely come for the view, it is a perfect location to enjoy a break from the world. During my most recent visit I was with my family, including our two young children. We were put off in a separate room, which was nice and quiet and did still enjoy the view, but we were not allowed to sit on the patio, which during the summer is the only place to really sit... Felt a bit like we were placed out of the way... I realize there may be licensing reasons for this, but coupled with the other observations below, they are definitely not cultivating a "family-friendly" atmosphere. We take our children out to fine dining restaurants regularly (locally and abroad), our children are very well-behaved and we don't expect special treatment (don't even use children's menus), but we do expect to feel as welcomed as any other paying customers. The Snug does have a children's menu, but interestingly, the burger on that menu is actually more expensive(!) than the bigger burger with more ingredients on the regular menu. When we pointed that out to our server, she wasn't aware or sure of why, but offered that it's may be because they're trying to "not be children-friendly". We also found the portion sizes in general to be extremely small. We are not big eaters and do not expect American-sized portions, but for the price we paid to all walk away still hungry (including dessert), it did not feel like good value. My children both had meals off the main (adult) menu; both finished quickly and were still hungry. We are not talking teenagers here - my youngest is five years old! Based on this latest experience it is unlikely our family will return,...