Hideaway Redmond — Restaurant in Redmond

I would like to acknowledge an off-putting situation below:

I walked into the Redmond location for the 1st time after nobody answered the phone. There was a sign “please wait to be seated”, but as far as I could see nobody was around. I decided to walk to the bar area only to see 3 ladies on their cell phone / completely ignoring me. Feel free to review your cameras at 4-5pm today to confirm.

I casually waited - knowing one girl seemed like she was doing a shift change, but still…. Short staffed, shift change, or busy - it takes 2 seconds to look up & say “hi, we will be right with you”. I just wanted to know I would be taken care of.

Side note-I had been to the Bend location before (which has phenomenal service with Mackenzie BTW) & was hoping to have the same experience.

1 girl left out the back door without ever looking up at me (after talking about how much money she made) the 2nd girl went to the middle of the bar & the 3rd just acted like she was avoiding eye contact with me. It was SO awkward. A customer behind me actually spoke to me before anyone in the establishment did.

I finally placed takeout order. Signed the receipt, was told it would be 20 minutes or so, & left. I left only to come back & find the waitress had voided my order….. saying she forgot a service charge. This was listed as “gratuity 10%”. Naturally I had inquired about it -

This fee should have been indicated prior b/c I would have definitely went elsewhere.

You also should have told me prior to the void that you would have you re-run my card. Never assume you can run someone’s card again. Especially when I’m picking up for someone else.

I asked what’s the “service charge” when it clearly said gratuity…The server said “because it’s take out and boxes and stuff are expensive”. Wait what? So let me get this straight - I am paying for YOUR business services YOU offer? If you can’t afford to provide boxes for a takeout service then don’t offer it. Don’t make customers pay a “service charge”. I have never gotten a charge at the Bend location ever.

The server seemed like she had a little bit of an attitude, but got in check real fast knowing there was a whole bar to witness the transaction. Luckily, the Manager came by to graciously fix the problem. The manager was prompt, polite and helpful.

The overall experience was such a turnoff and I will not be back. I hope the owner can initiate better training for servers to acknowledge customers. Not to mention keep it consistent at both locations. (+ My portions were SO small- they cut my nachos & fries in half to fit the salsa cups IN the box?!) I had an old receipt from Bend showing I was never charged service fees for takeouts.

Lastly, I am allowed to tip 20% for my clients take out, but chose not to due to the fact all the bartenders were on their phone when I walked in. 1-3 minutes can feel like 10 when everyone in the restaurant is just looking at you. To know you lost an easy 20 minute takeout order (worth 80$) and the server lost out on a quick 16-20$ tip…hopefully makes you realize business could be better if you set some expectations for your staff. I hope every other customer acknowledges this and sees improvements from this business moving forward.

I’ve worked in customer service for 20+ years and our rules were 1. No phones 2. Every single person is greeted at the door even if you yell across the room Hi! I’ll be right with you 3. Repeat the order before swiping (this would have eliminated the entire...

Well, that was unfortunate. After several positive visits, including takeout, tonight was not the night to visit Hideaway. First, let me say that we typically love the food and the service alike. Tonight may have been an anomaly, but it’s worth a review nonetheless (I have given 2 good reviews as well). On this occasion, we chose to order takeout. I got my email, like usual, with my pick up time. We arrived right on time and stood behind one other person who was also waiting for takeout. The first trouble came when I mentioned that I was there for my takeout order, but the young lady did not ask my name and immediately moved on to help someone else, leaving me to stand and wait. While I waited, multiple others came in, including a few who were very impatient and were able to wrangle a seat in an already crowded restaurant. The more I waited, the more people appeared behind me, also waiting. Finally, more than 20 minutes after we were initially greeted, we had to interrupt someone to determine if our food was ready. It was then we were able to determine, simply by seeing into the kitchen, that our food had been ready the entire time, and sat on a counter getting cold. Even after getting our food, no one apologized, nor even verified our names for the order. We checked when we got to the car to make sure we had the right food, but this was a total breakdown by the front of the house staff. I certainly understand being short staffed and also being very busy, but the level of customer service was exceptionally poor, right up to the last person who appeared put out because we didn’t understand how busy they were. In hindsight, perhaps I should have been more impatient when I walked in, like the 3 guys that pushed past me to get a seat. But up until tonight, Hideaway had been solid. It will definitely be a while before we consider a...

Absolutely HORRIBLE service (& food) today. We showed up around 4:15pm and stood at the bar to order food and drinks. Bartender stood at a table chatting with 2 ladies, saw us, didn’t acknowledge and finally came back to the bar. She proceeded to help others then came to us. Not to mention another server walked by several times and didn’t acknowledge as well (she was called in to help out apparently). We proceeded to order our food and drinks. Asked for wings and the buffalo chicken Mac with the buffalo sauce on the side. We played video poker as we waited for our food…. Over AN HR later it finally arrived after asking her when our food would be out. She claimed “should be out soon”. Bartender sets food on table and I notice I wasn’t given any silverware (at least a fork to eat with). Bartender exclaims that it’s served with a spoon. Who in the heck eats chicken slices with a spoon?!!! I asked her for a fork. She makes a snarky sound and grabs one. I’ve order this meal before and have in the past enjoyed it. This time….it was terrible. Not only the service but the Mac didn’t even have the blue cheese as stated. Needless to say, she never apologized for forgetting to place our order, didn’t bring us our tab (just left it at the bar when we asked for it) and we even tipped 25% when in reality she deserved 0. Review video if you must but we will never be going back. Absolutely horrible service. No pics taken because I was too upset and hungry from our 3hr drive to...