Hillstone — Restaurant in Coral Gables

I am writing this review after waiting for someone in corporate to get back to me. We had the worst experience at Hillstone of Coral Gables last weekend. My husband and I walked into the restaurant and were told that we had to wait about an 1.5 for a table. We had no issues with this as we would go to the bar and order some drinks. I walked around the bar and there were three empty seats. I asked the bartender for two drinks and she rudely told me I couldn't order drinks there. At first I didn't understand what she was telling me. How can I not order a drink at a BAR? Apparently there is a rule that a customer cant order a drink where someone is eating at a bar. She then rudely told me I had to order our drinks by the bar entrance where bartenders come in and out from. I thought this was absolutely ridiculous. Luckily the young gentlemen that was working at the bar was very helpful and even though he told us he wasn't a bartender he would still get us our drinks. Next, as we started to have our drinks at the corner of the bar my husband placed his drink on the actual bar while he was speaking to a friend. A woman customer sat next to him and with her purse she spilled his drink. When we asked for another one the rude bartender said it was our fault as he should not have placed his drink at the bar. Who has ever heard of such nonsense. How can you stand at the bar and not place a drink on it? She then said she would call the manager. After a fee moments she decided she didn't have to but we did ask for the manager. What a mistake that was. Apparently the "customer is always right" does not apply in this restaurant. The manager was worse then the bartender. We tried to explain to her what had happened, She immediately said that we were told not to place the drink at the bar. We explained to her this wasn't true and where did it say not to place a drink at the bar. She then proceeded to call over a big black African employee as to intimidate us and told us that we had to leave the restaurant. We were appalled by the bartenders and the actions of the manager. My husband and I met at the bar in this restaurant. We had been going there for at least 15 years. A bar is a place where you can drink and socialize. The new rules that they are implementing not only don't make sense but have no common sense. We will not be returning. Apparently, after discussing our issue with most of our friends they have all had similar experiences with employees and management in this restaurant. Too bad this is happening to a place where at one time was a great gathering...

Yesterday, I had the worst experience I've ever had with a service company, and it left me feeling utterly disrespected and shocked. I'm still trying to process the way I was treated at Hillstone in Coral Gables. Here's what happened: My sister and my mom were at Hillstone and called me to stop by and say hello. When I arrived, they were seated at a table with two booths, meant for two people. My mom scooted over to make room, and I sat down.

The waitress approached us and immediately told us that she couldn't serve three people because the table was only for two. I understood her point and reassured her, saying, "Don't worry, I'm not going to eat; I'm just here to say hello." At this point, my sister and mom had already ordered their food, and it was on its way. But instead of understanding, the waitress replied that if I didn't get up, she wouldn't be able to serve the dishes to my family.

Feeling embarrassed and a bit unwelcome, I stood up to talk with them instead of sitting. However, the situation escalated when the waitress told me that I had to leave entirely; I couldn't even stand there, or she wouldn't serve the food. I was in complete shock—how could something as simple as greeting my family lead to this? It felt humiliating and surreal. I asked if we could be moved to a table for three to resolve the issue. She coldly informed me that the wait time was an hour. When I agreed to be put on the list, she added that my mom and sister would have to leave their current table because they couldn't occupy it while waiting for a table for three.

At that moment, I felt utterly powerless and disrespected. The lack of understanding, compassion, and basic decency was appalling. It was as if we were being punished for simply wanting to spend a few minutes together. I asked to speak to the manager, hoping for some resolution, but the waitress returned after speaking with him, and he never even bothered to come over and address the situation. That was the final blow—it made me feel insignificant, as though my concerns and feelings didn’t matter at all.

The entire experience left me feeling deeply hurt and disillusioned. I’ve never been treated with such disregard and lack of empathy in a place that’s supposed to offer hospitality. It was more than just a bad experience; it was a reminder of how some establishments can completely miss the mark in treating their customers with the basic respect...

I have been coming here since it was known as Houston's (over 15 yrs ago), mainly for it's sushi (California roll in particular) and great bartending service. Today, I went with my wife and routinely asked for a reservation with a 20 mins wait time (BTW while there was multiple tables available) and sat by the extra small round tables behind the bar. This is a tactic this restaurant always uses, there are always empty tables and yet tell customers there is a wait time so they can needlessly spend money at the bar waiting for a table that is already ready for them to sit at. FYI...the day was beautiful and they had outdoors seating closed (don't ask me why).

Typically, when someone sits at the bar, customers wait for those patrons who are eating to finish their meal and take their place when they are done...which is what my and my wife have always done.

There was a couple who finished their meal, payed, and asked us if we would like their open seats, we said yes and took them.

Two mins later, the bartender informed us there was a policy change and a "bar reservation waitlist" was now in effect, which the main host didn't educate us about. I asked the manager on site why the host at the main door didn't inform us of this new policy, and she just looked at me unapologetically and blank stare in her face.

Meanwhile, my wife and I got up from the bar and went back to our 'waiting table" while then I noticed another couple who walked in AFTER my wife and I, took the same seats at the bar.

Final word:

We've been Houston/Hillstone customers for over 15 years and and supported them during COVID when the entire restaurant industry was suffering. All I can say is, I won't be coming back after this experience nor supporting them if another lockdown happens. The staff/management is trained to treat their customers as if it's a priviledge to dine with them and think they are special.

What they don't realize is it's a priviledge for restaurants to have patrons dine at their restaurant and support them during extreme times, like COVID!

...The funny part is my career is in foodservice for over 25 years, so I know a bit or two about this area. Hillstone just lost longstandings customer today.

To Hillstone management, you need to fire your current onsite female manager on day shift (10.22.2023) and change to a more friendly...