Derailed Pour House — Restaurant in Durango

My family and I attended dinner service tonight and all was well once we sat. However, after a few tables were sat after us we noticed they were given water, silverware and roll ups.

Once we got our appetizer we had to eat it with our hands and no napkins to wipe our hands with. It was a little degrading to sit there eating with out hands. Then we had to ask for water to drink something, then once we finished our food they finally brought roll ups and silverware.

The other tables got their drinks and food before us. We have a baby with us and I grabbed her to let my mom eat, and someone took away my food before I was done. My sister wasn’t given her Green Tea until AFTER dinner.

The whole night I kept making eye contact with EVERY server and Host wondering if they’ll come check on us. We were sat at a shared table and the other people at the opposite end were engaged in conversation, given water and silverware and CHECKED on throughout the night, even when I made eye contact with him (the server) to get some service he just looked at me and walked past.

No one cleared our plates except mine that was unfinished and I couldn’t help but notice every other table that had “Okay” service was being attended to were white presenting but us. We were the only People of Color in the MIDDLE of the floor where we were in PLAIN sight. Yet, barely even acknowledged. How outrageous it is to be a Native Women in durango and felt so excluded by an establishment.

The manager was awesome, he understood how we felt, however he said it might be because they’re understaffed. Yet? Why was every other table given some level of service and we weren’t? It doesn’t make sense to me.

Also! After talking to the manager and him talking with his team to see what happened, seeing the hostess of the night, the server that kept looking at us and not help, gossiping about us and gesturing towards us as if we were the problem? Amazing, hopefully will be a level of self reflection needed and MUCH needed sensitivity training for his staff if they’re allowing POC wondering if they’re skin color is the reason they aren’t...

This restaurant is unwelcoming. We chose this restaurant based on its positive reviews, but unfortunately, our experience did not reflect that. My husband and I have been traveling between Utah and Colorado for the past two weeks, and after several nights of camping, we were looking forward to enjoying a sit-down dinner.

We had a scheduled tour at 7:00 p.m., so we stopped by Derailed Pour House around 5:50 p.m. on Thursday, October 2, to ask about making a reservation for later in the evening at 9 p.m. The hostess told us that reservations could not be made after 8 p.m., but assured us that the kitchen would remain open until 9:30 p.m., and we were welcome to return and try for a table then. I found this a bit confusing, as the restaurant’s website states that reservations can be made by phone.

When we returned at 9:05 p.m. and politely requested a table, the hostess declined, saying the kitchen would be closing in ten minutes. Despite the restaurant’s posted hours listing a 10 p.m. closing time, we were turned away without the option of being seated.

I completely understand that arriving shortly before closing can be challenging or inconsiderate for a restaurant. However, in this case, we were told one thing earlier in the evening, and then were denied service under different terms. The inconsistency and lack of flexibility were disappointing, especially since we planned our evening based on the information provided by the hostess.

What made the situation worse was how unwelcome we felt. Whether it was due to being out-of-town visitors (our appearance), the time of evening, or simply a lack of concern for customer service, the experience left us feeling dismissed. After leaving, we spoke with another restaurant nearby, who kindly recommended a restaurant that would serve us at this time.

As someone who works directly with clients and customers and also writes reviews, I know how important it is to provide consistent, respectful service for all. Unfortunately, that was not our experience here. For that reason, I do not recommend...

I've given this place a 3 chance.

2 stars for atmosphere, fun 80s videos and great live music.

As a frequent traveler to Durango where I spend 1 week every month, I am always looking for my goto place. Ironically several months ago, I thought Derailed was it. My first 3 or 4 visits they knocked it out of the park. Great food, great nightly specs, great bartenders and fun live music.

Last 3 visits tho are bizarrely bad. Some reason burgers have gone to being half the size of bun... and it's a small bun at that. Last time my little frie bucket came out only half full and Itty bitty pieces of fries - therefore overcooked too. Tonight's visit, at least full, but again all little micro pieces of fries that were overcooked or near burned. Burger, albeit small, bland and lacking any seasoning.

So... I was like.. Just gonna finish 1 beer, go back to hotel, count my losses going back to hotel vs a night out downtown Durango and not be brought down by being critical; which was warranted and appropriate. I just wish restaurant, bar/grills thrived to be better. But then bartender had added 2 beers to my tab. I simply and kindly pointed out the extra charge. First she insisted that I also ordered the pineapple beer (which I never would drink, that alone order) along with my bell's ale. I said I only had the 1 and she said fine I'll take it off.

I can't give them a 3rd time. I don't believe they are committed to put out top 5 or even top 10 food within the community, despite pricing...