A First Impression That Will Be Our Last
We had high hopes for Drago’s Kitchen. The restaurant has enjoyed a steady stream of praise in local circles, especially on community Facebook groups, and we were genuinely looking forward to supporting a Granby business that’s new and seemingly thriving. Unfortunately, our experience was anything but reflective of the hospitality and organization one expects from a restaurant now one year into operations.
We arrived a little after 11 a.m. on a Sunday. The small front lobby was already holding several parties — two waiting to be seated, two waiting on takeout, and ourselves. What it wasn’t holding, however, was anyone managing the front. For a full five minutes, there was no hostess or staff member present to acknowledge or guide guests. When the hostess finally emerged, she apologized to a takeout customer — apparently his food had taken so long she was offering free muffins. That was our introduction to Drago’s Kitchen.
We were added to the waitlist and stood there for approximately 25 minutes. In that time, several tables opened up, and more guests filtered in and added themselves to the list. What stood out — painfully — was how little urgency there was to seat anyone. The hostess appeared far more focused on chatting with familiar faces than turning over tables or ensuring the lobby was being managed efficiently. Guests were visibly uncomfortable and uncertain about the status of their wait.
Then came one of the more telling moments of our visit: an older gentleman came to the counter to pay and was asked how his bagel was. He replied, politely, that he had never received it but had to leave to tend to his laundry at the laundromat next door. Only after this exchange did the server take a bagel over to him. While it was a kind gesture to follow up, the fact that a simple item like a bagel couldn't make it out of the kitchen before a customer was ready to leave speaks volumes about the kitchen's efficiency — or lack thereof.
Shortly after, we overheard the hostess telling another group that they had pulled a cook off orientation early and were possibly regretting it. While I understand staffing challenges exist, that’s not something guests should ever hear — especially when delays and disorder are already obvious.
Eventually, the couple ahead of us was seated. Another table opened soon after — a booth — but instead of seating us (next on the list), the hostess gave it to a larger group that had just walked in. Apparently, their party size matched the booth better. But the message was clear: time spent waiting was irrelevant, and there was no consistent standard for seating priority.
At that point, we chose to leave.
What This Says to Your Guests
This isn’t just a service issue. It’s a systems issue. A year into business, a restaurant should have clear protocols: greeting guests promptly, honoring the order of the waitlist, turning tables efficiently, and ensuring back-of-house and front-of-house are aligned. What we experienced was avoidable and embarrassing — not because it was a busy day, but because there was no visible leadership or accountability.
Restaurants succeed or fail not just on the quality of their food, but on whether guests feel valued. On this visit, we didn’t just feel undervalued — we felt invisible.
You get one chance to make a first impression. Drago’s Kitchen squandered theirs.
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