The Western Door A Seneca Steakhouse — Restaurant in City of Niagara Falls

Horrible customer service!!! Unfortunately, I'm not able to rate their food here, because of the "man", also known as Hal employed at the host stand. At the spur of the moment, my fiance' and planned a trip up to the casino so that my soon-to- be mother-in-law could use her $100 gift card that she received for her 90th birthday last summer. We didn't have a reservation, so we left our name (and cell) with Hal and after less than 30 minutes, my fiancé received the text that our table was ready. The three of us promptly made our way back to the restaurant ready to be seated. When we arrived back at the host stand, we were told our table needed to still be cleaned and it would still be a few minutes. After a few minutes, one of the hostesses greeted us to seat us. The three of us followed her, my soon-to-be mother-in-law was directly behind the hostess. The hostess brought us to a table that had a very steep step up into the both. That may not be a challenge for the average customer of this restaurant, but for my soon-to- be mom, a 90 year old, it was challenge that she reluctantly refused to take on. Quite embarrassed, she told the hostess that the step up to the booth was too high for her. The hostess became irritated and told us that there was a hell of a long wait for a table now. (Yes, those were her exact words). Ther irritated hostess brought us back to the host stand where we were rudely told that we had to be put back on the wait list. Unclear whether it would be a short wait or not, we started to wait for another table. After several parties were called to be seated, my fiancé went up to Hal to inquire about the wait. Hal very abruptly told my fiancé in a matter of words that we refused the table, we would have to wait. There were several opportunities for the restaurant staff to make our experience here a good one, but they didn't seem in the least bit interested in doing that. Our table should have been ready before we received the text to tell us that our table was ready. Normally, I wouldn't bring light to this, but?!?

The hostess that sat us didn't seem to acknowledge the fact that the booth with the steep step would have been difficult for my soon-to-be mother-in-law. The hostess lacked empathy here. She didn't apologize or anything!

Hal was very rude. He could have totally turned the situation around by what he said and hote he acted. We didn't expect to be the next ones seated, but we didn't expect to be reprimanded in front of everyone else waiting for a table either because because we refused the table. He could have also shown a bit of empathy, as well. Hal was clearly annoyed, irritated and displayed very little concern for our satisfaction. I'm not sure if he was just poorly trained or if he just plain hates his job THAT much....

2024-06-22_Went to the casino for an evening of gambling and had dinner at the Western Door. Ordered the pork chops and the sea bass. Aside from the service being impeccable as usual (thank you Steve and Steve) the meal was outstanding. The glazed pork chops (a dish I had there before) were cooked perfectly, served on a bed of cream corn. The sea bass my wife had ordered was outstanding and melted in her mouth with every bite. And the side of sweet potato was just the right amount of sweet and char. We were so impressed that we had to thank the chef. Highly recommend the Western Door for a special meal. Great service and amazing food.

2023-11-24_Stayed at Seneca for overnight getaway. We booked a reservation for dinner at the Western Door. Sadly after our stay at the hotel and our meal, we may not be returning anytime soon.

Our servers were friendly and attentive and the restaurant still looks very elegant and inviting. However when it came to the food, some of the dishes came with a slight disappointment. My wife ordered Clams Casino as an appetizer and although the clams were greatly stuffed with crab meat and cheese, they came to the table lukewarm to cold, which made them less enjoyable to eat.

When it came to the bone-in ribeye, it was perfectly cooked to medium rare and was very tasty, proper steakhouse quality. However the baked potato I had as an accompanying side was also lukewarm to room temp. I expected a steaming hot potato when I cut it open. Instead, I had no trouble testing the temperature with a finger touch.

Again...the atmosphere and service were top notch but for the cost of the food served, I think that getting something right like serving food that is at proper temperature should not fall by the way side.

My wife and I loved coming to Seneca year after year with eating at the Western Door the highlight of our trip. I would still recommend visiting and staying at Seneca and eating at the Western Door.

Finally returned to the Western Door in the Seneca casino after a two year hiatus due to the COVID travel restrictions.

Although the casino changed and the restaurant menu was streamlined, the food and the service was still very much top notch.

As much as I missed their Bone Marrow appetizer, the chopped salad was a healthy substitute. My wife and I both had the bone-in ribeye steak with roasted cauliflower and onion rings.

The steaks were cooked perfectly at medium rare, the cauliflower was nicely roasted and the onion rings were crispy.

The wait staff was extremely friendly, attentive and professional. My wife and I were happy to see that some things never changed. It was like returning to a warm familiar place.

We will definitely be returning back again as the...

I don't typically read the reviews because I don't want to be influenced by anything I have seen/read. I like to just give my honest opinion. I will say; however, that my mother taught me to not say anything at all if I have nothing nice to say .... That said, I did read over the reviews because I felt bad thinking I was perhaps over reacting to the situation. My mother would approve of this review as perhaps this is a teachable moment, so here goes -

It really does appear to be hit/miss here and it seems the restaurant doesn't care as they don't appear to be replying to any of the posted Reviews herein. For that reason, I shall be quite forward and frank for those willing to read this in its entirety.

When we arrived, 12 minutes prior to our reservation, the hostess would not seat us until the majority of our group had arrived. Fair enough but the manner in which she advised us of this was not very friendly. Perhaps if she told us it was "the protocol" and smiled we would have dropped it but she said there was no place for us at the bar to wait for our group and she walked away without really finishing our conversation to which my husband then asked "soooo .... final answer, no, we can't go in ... sorry, didn't really understand what the problem is ... can we sit and wait at the table for our friends." She just snubbed us off and we waited for our friends before entering. That was totally uncalled for.

When we were finally granted permission, the room we were given was lovely, wine bottles decorating the wall, it was spacious for us to move about easily and the staff were warm, fun and accommodating.

As a non-steak eater, I was totally ok with the only chicken dish they offered. The waiter graciously sought permission to substitute mac & cheese for the potatoes & broccoli offered and I was happy because I love a good mac & cheese and it did not disappoint. One of the top five I've had. The chicken was good and lots of it so that was a hit. My husband had a steak and it was okay. Our guest of honour sadly had repeated issues with her steak and that was upsetting.

The restaurant was busy but not full and there were certainly lots of staff running around.

So, would I return? Perhaps for dessert late at night after having a good time gambling and a few drinks prior.

To repeat what appears to be a frequent statement here, it's truly hit/miss. Shame, because it's truly beautiful inside and the wait staff were lovely once you get past the...