My family and I had dinner at this restaurant on October 5th around 9:30 PM, and the experience was awful. I feel obligated to share what happened because we were hit with both bad food and terrible service. Hopefully, others can avoid what we went through.

There were two of us, and we ordered four dishes: sashimi, beef stir-fried noodles, fried soft-shell crab, and a lobster roll. After taking a couple of bites of the beef stir-fried noodles, we were shocked to find a nearly 4-inch long hair tangled up with the beef. I was eating at the time and felt so disgusted I almost threw up. I immediately called over a server. A different server came—not the one who took our order—but she was dressed the same as everyone else. I pointed out the hair, and she looked at it and said in broken English, “That’s not hair, it’s probably a black thread from an apron, but it shouldn’t be in the food.” I told her, “It’s definitely a hair. I’m hungry, so can you please tell me how you’re going to fix this?” She said she’d have the kitchen remake the dish and took the hair away.

Since we’d just come back from Key West and were heading to Miami, it was already late when we arrived. After she handled the situation, I didn’t see that server again, and we were given the bill, which we paid. However, we waited nearly 15 more minutes, and the replacement noodles never arrived. I called over the manager to explain. The manager had no idea what had happened. I explained that one of their staff saw the hair and promised to remake the dish. The manager said that the person I spoke to wasn’t even their server, but just a food runner who didn’t handle these issues. The manager also said that in Miami, if you have a problem, you should only talk to the server assigned to your table. But how was I supposed to know the staff not a server? It was my first time at this restaurant, and all the staff were dressed same. And when I needed help, where was my actual server?

I asked the manager how they planned to fix this, and she called the owner over. The owner told me the kitchen was closed, so they couldn’t remake the dish. Since I had already eaten part of it, they wouldn’t give me a refund either. This was how they dealt with the issue. As a tourist, and a first-time customer at this restaurant, when I had a problem, at least three staff members saw me call for help. One person came over and made a promise, only for them to later claim she didn’t understand my request because she didn’t speak English. Are you kidding me? This felt like they were just messing with me. After a long day of traveling, I was exhausted, and to be treated like this? I’m beyond disappointed in this restaurant, Key Largo, and Miami. I hope every tourist reads this and understands the kind of service they’ll get here.

I’ve returned to my hotel now, but I’m still so upset that I can’t calm down. I had to write this review to share what happened. By the way, the sashimi wasn’t fresh either. As a sashimi fan, I can tell when the fish is mushy and has a strong fishy smell.