UMAI — Restaurant in Jalisco

THE BEST SUSHI BUT THE WORST SERVICE IN PUERTO VALLARTA

My daughter and I are sushi lovers, we love going to Kensao, Mikado and Yeo Sushi, they are our favorites (for food & drinks) and a lot of people mentioned this restaurant, they said that it was the best sushi place in town. So we gave it a try. And they were right, the special rolls they offer are DELICIOUS AND UNIQUE !!

The UMAI roll (if you like lemon soy) is DELICIOUS. The CILANTRO roll has no words, it is so soft, it's just amazing. And the classic UNAGUI is wonderful!

They follow all the COVID protocol, the place is very clean, and they have a very comfortable environment and beautiful light, they even have a very nice bamboo window.

They started very well, they sat us a table and 2 waiters introduced themselves saying that they would be the ones who would take care of us. We ordered the classic MISO Soup very good flavor. We mentioned that we had not eaten all day, that we were very hungry, and in less than 20 minutes the first 2 rolls we ordered arrived (UMAI and CILANTRO) EVERYTHING WAS GOING AMAZING!

Even the Manager (Omar Canales) came by our table and asked us if everything was going well, and at first everything was going great.

To accompany this meal we ordered a glass of Pinot agrio white wine (very rich), but since it was a nice meal, we preferred to order the full bottle.

Usually, when a bottle is ordered in a restaurant, the glass should NEVER be empty, there should always be someone serving.

A few minutes later, one table of 6 people arrived, and 3 waiters began to serve them, leaving us behind.

10 minutes passed, and the glass was still empty, we spoke to 2 waiters (since those who showed up at the beginning did not appear again) And everyone said that they will come back in a minute, even a couple who had their anniversary (that had the tepanyaki show) were also waiting to be treated, and just nobody paid any attention to us.

Then, we ordered a UNAGUI roll, and this one took 30 minutes, if not longer. We asked again if they could fill our glass and nobody paid any attention. Finally a waitress stopped (Verónica) and we told her that if someone could attend us that we had already been waiting for the other roll for 20 minutes and that they would serve us a drink and no one paid any attention to us. She told us that right now she was sending us our waiter. 10 minutes later, a waiter came to ask us if we wanted another cup of wine (if it not obvious enough) (ps. he was not our server either).

We decided to ask for the check and we asked the waiter if he could speak to the manager, and a Mr. in black arrived (who was probably the assistant manager or something) with a gift from a chest with a drink, but we just wanted the bill and comment to the Manager that the service was lousy. And when commenting to the man in black he didn't apologized at all, nor did he treated us nice, he simply said "don't worry, we appreciate your comments" simply nefarious and not at all friendly or professional.

And when we paid the bill, we were heading out and mr. canales was coming in, so we told him that we had asked to speak with him and they never spoke to him, we told him the situation and he was very kind he offered us an apology for the attitude of everyone and offered us to go to the bar with free drinks and more, but we were not looking to have any free service or product, so we just left.

We were looking for good food and good service because everybody said it was an amazing place, but only 50% of this was achieved.

Their menu is EXQUISITE but they have THE WORST WORKERS the only person who is worth it is the manager and the chef.

IF YOU ARE LOOKING FOR AMAZING SUSHI AND THE WORST SERVICE, THIS IS THE...

Everything about our dinner was INCREDIBLE. First we didn’t have a reservation and weren’t even staying at the resort, they sat us down immediately in a beautifully decorated modern atmosphere. We didn’t realize there was Teppanyaki tables to dine at. So after we sat down and asked to move to one they quickly obliged with no problems at all. They came over and offered two large bottles of water one sparkling and one still. If you have EVER dined fine before you know there is a charge for still or sparkling water. We politely declined and just asked for house water. We were greeted with a Tuna Tartar for free that was such a nice touch.

The menu is extensive in both Spanish and English. We ordered the Rib Eye Goyza, the Flamed Roll (which was flambéd tableside), a Tempura roll (my husband is allergic to shellfish and they subbed it out for salmon, again with no problems) and we got the Salmon Tenderloin combo.

Our wait staff was very attentive but not overly hovering. Our Teppanyaki cook Jonas was AMAZING. He was so friendly, funny, and professional. We had such an amazing time. The head chef came out twice to make sure everything was to our standard and his. Alejandro the head chef you REALLY REALLY know what you’re doing and how to run a kitchen. They even gave us free macaroons for dessert after we said we didn’t have anymore room 😂 and the check is presented in this beautiful wooden box. With free digestive shots. Top Tier.

THANK YOU UMAI we will be back during our next...

First time trying this restaurant. The food was good. The service was very inconsistent. We were seated promptly, but we sat for about 10 minutes before anyone asked about drinks. Then drinks and sushi rolls came out quickly and they were delicious! We ordered our main meals, and my daughter (7 years old) didn't receive her order. We had to ask a couple different times for her order. We waited about 20-25 minutes before her order came. At this point our food was no longer hot, but we weren't going to all eat while she didn't have her food. Main dishes were good, I had teriyaki chicken, my wife had Ramen, our kids had dishes from the kids menu. We were asked about dessert which we passed on. Then it took about 20-25 minutes to get our bill. We again had to ask twice for it. We thought maybe the meal that was slow to arrive would be given at no charge, but it was not. We aren't the type of family that expects it, but would've been courteous for them to cover it. Our drinks also went empty and were never offered a refill or another beverage. We had to ask for water for our kids after they drank their initial beverages. All in all, we want to give a 5 star review, but the slow service, mistakes, and then not comping the mistake leaves us...