Newton's Restaurant & Lounge — Restaurant in Durham

I am writing to express my concern and disappointment with my recent dining experiences at your establishment. As a regular patron who visits at least twice a month, I have always appreciated the exceptional service from your bartenders, who consistently provide some of the best hospitality in the area. However, recent interactions with your current chef, Chris, have been profoundly troubling and have significantly impacted my perception of your brand.

Incident Overview

During one visit, I ordered a ribeye steak, but the steak I received was undercooked. When I politely asked for it to be cooked further, the kitchen unexpectedly prepared an entirely new steak. Chef Chris brought it to my table and insisted it was a ribeye, though it resembled a New York strip, which I know is not on the menu. Upon inspection, the steak had a greyish appearance, suggesting improper handling, such as being frozen before cooking rather than properly defrosted.

When I expressed my concerns, Chef Chris became dismissive, insisting the steak was “cured” while simultaneously mentioning it was vacuum-sealed and frozen—a contradictory explanation. Against my better judgment, I tasted the steak, found it inedible, and asked to have it removed from my bill. Instead of addressing the issue professionally, the chef rolled his eyes, commented that I “didn’t know a good cut of meat,” and walked away.

Notably, when Chef Chris is not present, my steaks are consistently prepared perfectly. I have built a rapport with your bartenders and other kitchen staff, who always go above and beyond to ensure my meals meet expectations.

Further Concerns

On November 29, I visited again and requested that my steak be prepared by one of the cooks who has consistently done a great job in the past. I also asked the bartender, Courtney, to select a quality cut and communicate my preferences to the kitchen. Shortly after placing my order, I overheard loud yelling from the kitchen. Courtney returned visibly upset, informing me that Chef Chris had berated her, stating she should “stick to what she knows” and remain behind the bar.

I refused to have my meal prepared by him after his previous unprofessional behavior and chose to cancel my order entirely. During this time, two separate staff members came out to check on Courtney, acknowledging that the chef’s conduct toward her was inappropriate and uncalled for.

Additionally, another guest at the bar that evening shared her own negative experience with the chef, noting his unprofessional and dismissive attitude toward her as well.

Broader Implications

This pattern of behavior raises serious concerns about guest satisfaction and employee treatment at your establishment. It is disheartening to feel unwelcome in a venue I have frequented for over a year and even more troubling to witness a team member being treated with such disrespect by a colleague in a leadership role.

Yelling at staff who are advocating for customer satisfaction is not only unprofessional but also detrimental to morale and service quality. It undermines the trust and loyalty that your patrons place in your brand.

Recommendations

At a minimum, I believe Chef Chris should be reprimanded for his unprofessional conduct and confined to kitchen responsibilities, where he does not directly interact with guests. His inability to handle constructive feedback and his disregard for customer and staff experiences suggest he may not be suited for a leadership role.

I also urge Marriott management to investigate the workplace environment under his leadership. Ensuring mutual respect and professionalism among staff is critical to maintaining the high standards your brand is known for.

Closing

I remain hopeful that Marriott will address this situation promptly and appropriately. As a loyal customer who has brought friends and guests to your establishment regularly, I expect better treatment for myself, your patrons, and your hardworking staff. Please let me know how you intend to resolve these concerns.

Thank you for your attention to...

Just left the place. Wasn't sure where to go, stopped at the hotel's desk. The helpful lady told us where to go, to have a seat and someone will be with us momentarily.

There were five customers at the bar and a couple of folks sitting at a table--so, lots of empty tables. My wife and I sat down at a table and waited. We know we were noticed by the staff, but no one even came over to take our drink orders.

We waited in the booth for ten minutes; yes, I timed it. In all fairness, we have somewhere to be this evening; so we really kind of needed to get dinner moving along. We got up and left having not engaged with any of the wait staff.

Decent atmosphere. Uncertain if the wait staff are really running...

The decor has been modernized which is great based on what my fellow dinner guests advised me as this was my first visit. They (3) all ordered the ribeye (fingerling potatoes & asparagus) while I ordered the sirloin (fingerling potatoes, green beans, & carrots covered in a demi glaze). Each meal was not cooked properly. All vegetables, with the exception of the fingerling potatoes, were raw. I was thoroughly disappointed. Unless they hire better chefs who can cook steak, it will not go well and I won't be...