Mastro's Steakhouse — Restaurant in New York

It sucks that I have to write this review about Mastros, a world class restaurant that prides itself on fine dining but unfortunately my experience was so bad that I had no other choice. Where do I even begin? Maybe I’ll start with the fact that when I checked in, they didn’t even have me down for the correct amount of guests. The inaccuracy already came off as sloppy. The events manager Danielle Jones was disorganized and doesn’t know how to do her job. I could’ve done a better job in facilitating and delivering what the customer wants on a silver platter with class with my eyes closed. Typically restaurants for large parties reach out 72 hours within the event to confirm the number of guests, I haven’t heard from her in a week leading up to my event and on the morning of she asked me for a final guest count. She came off as rude, snarky, and dismissive during the email exchange. It wasn’t pleasant dealing with her as I was planning this event for my birthday - I reached out a month in advance and it was still disorganized as if we booked everything last minute the night before. She requested my party to be there by 9:00pm, 9:30 LATEST in order for the event to go smoothly for our dinner. Emphasis on the timing because she said we cannot come anytime past 9:30pm, with that being said my full party showed up on time and the table wasn’t even set up let alone ready for my birthday dinner to commence. The manager on duty, tim - older black gentleman with glasses said they’re just waiting on this last table to finish up then they will set up the tables for my party. As a maitre’d that worked in the fine dining industry in the past, that alone was alarming because we wouldn’t even seat a table in a section where a large party is happening within 30-45 mins of the event happening. The time management is essential in this industry, especially with high volume restaurants. This was a red flag as the table didn’t even receive the check yet and they didn’t seem like they were going anywhere. We had plans after dinner so timing was important. Mastros had 19 people standing around the bar, it looked so disorganized, cheap, and messy. The manager didn’t have a solution and was pretty much dismissive and in his own world. He was just kicking rocks, waiting for the table to get up on their own accord. Easily he could’ve moved them to a different table (there were many empty tables) or have a conversation with them explaining that a large party is here and ready to be seated or offer us the private dining room for my dinner which was empty. They didn’t offer us a complimentary round of shots or drinks or even comp the bar tab while we waited an hour for our table to get ready. Big mistake on their part. We got seated around 10:00pm finally and they didn’t do anything to make up for this lackluster experience. Also I was taking pictures in one of the rooms, a chubby black manager that was working told me I couldn’t take pictures there just because she said so - for everything they did wrong and after all the money I spent she had the audacity to tell me that. Mastros should honestly be ashamed of themselves, it was so embarrassing I chose them out of the thousands of restaurants in NYC to host my birthday dinner with my group of loved ones. They took nothing off the bill, didn’t try to make it right, and didn’t even apologize or take accountability let alone acknowledge their trash service. The service during the dinner was spotty too, all of us ordered drinks and half of us got our drinks while the other half was waiting 30mins+ to get their drinks. We had two servers but it still seemed like they couldn’t handle a group of 19 ppl. First day? I’ve come here numerous times as a patron & had great experiences which is why I went with them for my birthday event but after last night, never again! I would never recommend Mastros for a large party and I’ll be sure to share my experience with everyone I know in the food/hospitality industry. 4.2k bill and wasn’t worth a single penny for this 1 star “fine...

I must say that life music, support staff and the bathroom attendant were extremely pleasant, attentive and hard working.

This review if for the GM, his events’ leader (Danielle) and waitstaff (Julian).

We booked a semi-private party of eight with a set minimum of $250/pp. The whole booking experience was unpleasant, dry and un- welcoming. Let’s be honest, the quality of the food and entertainment is there. Tis the season; and, if the space is not booked by one party, it will be - by another. Regardless, none of it should be reflected on the level of communication, courtesy and hospitality that are a part of the overall experience with a venue from start to finish. I initially left a voicemail for the events’ point of contact and followed up in an email. She never bothered to get on the phone and to even introduce herself. So the whole booking experience was done via email. Excuse me, but a 5% fee associated with the process for what? To copy and paste questions and wait for my answers? Your hostess could do that.

At some point, I had made an attempt to contact the GM to address the situation early on. I called in the evening to make sure to catch him. After having heard me out on the phone, he directed me to email him with the details as he “could not hear what I was saying.” I didn’t end up emailing him because he did not seem like he cared for the whole situation to begin with. Had he had enough care for the job he does and the experience the patrons have, he’d ask me for a phone number to call back at the next day before serving hours to address the situation. Lazy if you ask me and completely unaware of what hospitality entails and what business he is supposed to be the face of. You can do better Mastro’s, given the fact that the place is a self-running ship essentially at this point and all you need is to add someone who truly cares for what hospitality is about.

When we arrived for our reservation, a manager, I’m guessing the GM himself, was at the hostess stand and without a warm holiday greeting, just directed the host staff to take us to our table.

The server seemed to be completely nonchalant, exhibiting zero (if not below zero) sense of urgency. The drinks were taking forever, especially in the beginning (when most desired), as if he had to bring them from Ocean Prime across the street. Further, since this was a holiday gathering, the last thing we looked for was a rushed service. But it seems that we were rushed every step of the way: first, to place the food order and then to have it cleared away right at the very minute a couple of people stopped eating. Not ok.

At NO POINT IN TIME, did the GM nor a floor manager come to the table and checked on us. When it was dessert time, the server advised me that we were $400 away from the minimum so we asked for the food menus to place an order to go. One of the guests first wanted to order a NY strip but ended up ordering a Porter House. When the take out orders were brought out, the runner announced a NY strip. When we asked the server why it was the strip instead of a porterhouse, his reply was, “I went with the first choice you made.” Like, what does that even mean??? Again, given the nature of our reservation, the last thing we wanted to do is make a scene so we let it go. In the end, it was a frustrating and poor experience that left a bad taste in the mouth even the next morning.

I do hope that this review reaches the CEO to address the lack of service at their restaurant. To call oneself an “upscale” establishment takes continuous effort, care and attention. None of it had been a part of our dining experience. If this is how the holiday season is experienced at Mastro’s, it’s sad to think what the slow months of January and...

So....I hesitate to rate this place because I don't want to try to visit this place again and need a reservation for a year in advance. But I'll just get right down to it and hope for the best. I was just there yesterday! If I could give this place 10 stars I would and here's why; ATMOSPHERE. It's a lively place with a fun atmosphere. Not dry and stuffy like a lot of steakhouses but not over the top by a long shot. Just a really nice, energetic and lively place where you can tell that everyone's enjoying their food, socializing and having a great time. SERVICE. I had Valerie and she was top notch. All of the service was spot on, very timely and exactly what we hoped that it would be. She even sang for us which was outstanding..singing along with the music which I'll get to in a second. FOOD. We had the steak and baked potato. I thoroughly enjoyed it. In fact it was outstanding and I'll say that it was second best steak I've ever had in the history of forever. Tender like butter, well seasoned and cooked to specs. The potato was outstanding as well. The compliment of butter and cheese along with whatever else you want is outrageous and you'll be very happy with the extras they give. DESSERT. I'm a chocolate guy so all of the ranting and raving about the butter cake didn't convince me but I gave it a try. IT IS THE BEST CAKE AND ICE CREAM DESSERT I'VE EVER HAD IN MY LIFE! I have a terrible sweet tooth and have tried dessert all over the world and IT IS THE MOST INCREDIBLE CAKE AND ICE CREAM DISH chocolate ot otherwise I've ever had! The Ice Cream was indescribably good. Silky smooth and with an incredible texture and taste profile and that raspberry sauce? I put it on the side and poured it on like hot fudge on a sundae and I'm telling you, there is NOTHING LIKE IT ANYWHERE ON EARTH! I'm thinking long and hard but believe that it is the best dessert I have ever had anywhere. America or elsewhere. And the mountain of whipped cream is over the top as well! So think, not too sweet and the portion size is for three or four! It was SO GOOD that my party and I went back the morning before our flight just to have the dessert again and ate it with extra ice cream until we had to be rolled out of the place to get to our flight. It sounds boring and like an uneventful kind of cake and dish but THERE IS NOTHING LIKE IT! And remember, I'm a chocolate guy and it beats every kind of chocolate cake I've ever had. The combination of the ice cream and that butter cake is beyond sensational. It's like hitting a home run in your mouth 10,000 times in a row. GET THE CAKE FOLKS! GET. THE. CAKE! MUSIC. The music is TOP SHELF! I'd hire them to do my wedding and they said that everyone they use is equally incredible. Apparently they rotate between the same 6 people or so. I went up, tipped them a 20 spot for every song I wanted and they KILLED IT! Desmond, Mia and the crew were incredible. It's some of the best live music you'll hear in ANY RESTAURANT ANYWHERE! I mean everyone was talking, laughing, eating and bopping their heads to the music it was so good. It was really off the chart and makes this place among the best places to go in NYC by far.

DO NOT PASS ON THE EXPERIENCE PEOPLE!...