Creature's Rooftop — Restaurant in New York

First of all let me begin with the management here is terrible!!!! Ellis and Alex are totally disconnected.

They don’t understand without happy, paying customers who did nothing wrong but support the business where they are employed, they don’t have a job.

My wife and I purchased a voucher from Puls’d . We use Puls’d to explore new restaurants and rooftops to test them out, if we like, then we return.

The voucher allowed us an appetizer, 2 drinks, 2 entrees, and a dessert We made a reservation for 6pm and were sat by a super pleasant server named Angela. Once we ordered our drinks, everything was going smoothly, then we ordered the appetizer and our meal, as we were having a wonderful date night, we were approached by Angela and abruptly told that we would have to finish by 7pm because of a private party that was supposed to be sitting in our area. Wait- huh? We were only sitting for 20 minutes.

Oh I get it, so you double booked? It’s a small space so I get it, but you should have never accepted our reservation if you already had a private party coming at the same time.

NYC has close to 18,000 restaurants and bars throughout the 5 boroughs, and close to 7.000 in Manhattan alone. But we chose this place, and this is how we were treated? I asked to speak to a manager- enter Ellis- I explained the situation and he said “sorry” sorry sorry- that’s it- then he has the nerve to blame the hostess. Typically a “hey come back and we got you next time” maybe an appetizer, maybe a “hey what are you drinking?” It’s on us… something… then he actually tries to blame the hostess! In my opinion He was a sorry excuse for a manager. First of all, we did nothing wrong, we did everything right. We purchased the voucher, supported their business, made reservations, and was enjoying our evening. Then we were told to get up and move for a private party. It was unprofessional and embarrassing!!!!!!

Getting nowhere with him, I asked to speak to his manager - enter the “GM” Alex. She was worse than him! She had absolutely nothing to say other than- “it happens” what happens? Paying customers getting ushered out of their seat for larger group?? A sad sad situation. During Covid these businesses were begging for help- I guess those days are over now- I guess we are back to treating human beings with disrespect like they don’t need the business….

If these are the leaders of this establishment, good luck. Anyway, I asked for the higher ups e-mail, Andy- I have yet to hear from him. I heard back from Puls’d and a super shout out to them for getting back to us swiftly- You never know who is a guest at your establishment, but it shouldn’t matter everyone should be treated equally and with dignity and respect. The calamari was delicious, and the drinks were superb and the atmosphere was wonderful, while I’m not advocating anyone NOT dine here, but be prepared, if you have an issue, the managers will not prioritize your concern- they will simply give you a pitiful “I’m sorry”

Customer service means exactly that “customer service” we customers are the ones that pay YOUR bills. Without us, you don’t have a business, or a job!! All you give me for wasting my time is “I’m sorry?” You got my money, but I have to leave after sitting for not even 35 minutes?? I’m sorry but “I’m sorry” doesn’t solve anything …..ACTION does!!! Show me how sorry you are.

Time is the one thing that costs nothing but is the most valuable thing on this planet. And they wasted our time. The time it took to get ready, and travel to the rooftop- they didn’t consider any of that huh?? Or did they just simply NOT care.

I’ve NEVER been asked to leave a table I was seated at to make room for another party. It was EMBARRASSING!!!

Oh remember the dessert??? We weren’t even offered it because we got rushed outta our seat at 7pm!!!!

And if you do venture here, pray they do not have a “private party” booked because you will be a...

We went in excited for a special evening with Chef Juan Diaz. And the food? Really something. Each plate felt carefully composed and was genuinely delicious.

But the service? A complete mismatch. From the moment we sat down, our water glasses stayed empty. At one point our server asked if we wanted to pour our own wine—we said no—but still never refilled our glasses, even though the bottle was right there. When we asked her to take away our plates so we could start with fresh ones, she took them—but then never brought any replacements. We ended up having to flag down a different server to get new plates before our next courses arrived.

That other server did a great job trying to help, but they were doing most of the work while the original server barely checked in once after seating us. It made us feel entirely overlooked.

We also found out—only when the bill came—that a 20% gratuity had been added for just two people. We never saw this mentioned in the event details or menu. And when we asked the manager, she simply offered excuses—citing a new floor layout—and showed no real ownership. No apology, no attempt to acknowledge how careless the service was—especially at a dinner that started at 5 PM when the place wasn’t busy.

We spent about $300 for dinner for two. The food more than held up, but everything around it—the inattentiveness, the lack of follow-up on something as simple as replacing plates, the surprise tip, and the manager’s dismissive response—completely overshadowed what should have been a memorable night.

In short: Chef Diaz delivered on the food, but everything else fell short. We left disappointed, and we won’t be back.

The complete lack of respect and reflection was so disappointing. I would have never spent $300 if I knew this would happen. I also would not have tipped 20%, almost $50 for the “service” we received. Management fell so short. I wasn’t expecting any refunds, but an apology and an acknowledgment of their shortcomings would have meant a lot. Additionally, for a table of two, we should be able to select our own tip. She did not deserve $50 and we were forced into that. I will...

My group paid well over $1k for a “VIP table” on NYE and had the worst experiences we have ever had at a bar.

Someone from our group arrived to the venue at alone with her ticket. The bouncer couldn’t find my name on the list so they wouldn’t let her in until I arrived and was incredibly rude about it. After about 15 minutes of arguing, they let her in. Turns out, they spelled my name incorrectly on the list.

Unfortunately, when the rest of our group got to the venue 45 minutes after the event started, our table still wasn’t ready. We were asked to wait outside by the door while others went in and the bouncer was very rude to us even though we had been very patiently waiting. Eventually, someone brought us upstairs and dropped us off by the elevator. She told us someone would come and pick us up to bring us to our table. Nobody came for nearly 30 minutes, so we stood there waiting. When someone finally brought us to a table, another group was there because they were sat at the same table. My group had to wait again in the middle of the dance floor while the worker left to speak to someone else and eventually came back and asked the other group to move. Eventually, our group of 6 was sat at the table that only fit 2 people. I asked to speak to someone who could help us, and a manager came over. I explained the situation, he said he needed to talk to someone and would be back in a few minutes with answers, so I waited at the table for another 20 minutes for him to return. He never came back to speak with us.

Because of all of this waiting and poor management, we missed out on over an hour of the open bar. 6 people were charged over 1k for a table that only sat 2. The open bar was understaffed, so we only ended up getting a handful of drinks. The complimentary midnight champagne toast never came. We ended up leaving after an hour because the experience was so bad. Don’t waste your time or money just for your night to be ruined by stingy owners and...