The Troller Ale House — Restaurant in West Vancouver

We decided to check this out as we were waiting for the ferry. When we arrived nobody greeted us at the door and we had to seat ourselves, as we seated ourselves we waited a few minutes before we were given menus and without a friendly greeting and had to wait a few minutes before anyone came to take our drink order. After we ordered our drinks the waitress (Tamara) came back to our table and informed us that their computers stopped working and wouldn’t be up for another two hours. Without explaining more she said we would have to leave and check out another restaurant, and we were the only ones in the restaurant who were asked to leave. After finding a new place to eat, and enjoying that place much better, we decided to go back to trollers and find out exactly what the issue was. Upon asking another waitress “Are the computers still down? What was wrong with them” she responded with “yeah the computers are working and I don’t know what’s wrong with them.” So we decided to ask “if it was the credit machine or their computer” she said it was their machine, so we asked why they couldn’t just write down our orders then and she said that it was too hard for them to write our orders and calculate our total and that they get busy. All this without ever apologizing for the inconvenience. These waitresses, especially Tamara, we’re too lazy to write out our order and use their brains (or a calculator if they really need help) to calculate our total costs. If you havent experienced racism you would not understand it until you have it happen to yourself. It doesn't just occur with slurs and awful words, its the experience and the feeling you feel when something happens and you cant quite put your finger on it at first. Can’t believe an establishment like this hires racists, but then again maybe the owners of this establishment are racists themselves hence why they hire...

My wife and I and several friends dropped by for drinks and food. Our preferred watering hole was full, so we decided on an alternative. Took a while to be seated, estimated at 15 minutes. Finally got someone's attention and were led to our seats. Once again we waited for service and had to request for some service. A server appeared and over a period of another 15 minutes or so, brought us our drinks. Two other tables next to us were then occupied and received the drinks within minutes. We ordered food and I kid you not, it took so long that the only conclusion reached was that our food order had not been placed. The other 2 tables had received their food order while we waited. Three members of our group of 8 had to leave due to the delay! It was a disappointing experience to say the least, much worse than our experience 1.5 years ago when we were also not overly excited about the service. Granted some of the staff were new and the place was busy this time but waiting over an hour for our food order was way beyond acceptable. It's too bad that this establishment has such challenges, so much so that we will not return for a third attempt. I don't usually write reviews about negative experiences so I hope that management can work to improve the quality of service and make efforts to train the servers more diligently. Great location, nice venue but they have some...

A few years ago, when I lived nearby, I frequently visited this restaurant and enjoyed the food and service. Recently, I decided to place a pickup order an hour and a half prior to close. I tried calling, but their phone number wasn’t working. Knowing the kitchen closes one hour before the restaurant, I drove there (25 mins) and arrived about 1 hour and 7 minutes before closing. While waiting to order, a group ahead of me placed their order. By the time I reached the counter at exactly 10:00 PM, I requested two orders of hot wings. The staff informed me, “The kitchen is closed; it shuts down one hour before closing.” I explained that I had been waiting in line for 5-7 minutes, but they reiterated that the kitchen closes promptly at 10:00 PM.

I found this frustrating, especially since the phone wasn’t working to place an order in advance, and the group ahead of me was still able to order. The strict adherence to the closing time felt like poor customer service. While one hostess was polite, the lack of accommodation for guests was disappointing. I used to love this place, but this experience, combined with inflexible management, makes me not...