Luna Mar — Restaurant in Saint Thomas

So I know this place has only been open a week but there are some major issues that I think stem from poor management. The food we ordered came out incorrectly and was mediocre even when correct, the staff disorganized and all over the place and the manager uncaring. Everyone that left with us and had dined there all said what a horrible experience they had so we are far from the only ones.

We dined at the bar and I will say the one bright spot was our bartender Rafael who did everything in his power to give us a good experience.

That being said, it was not an easy job. Our cocktails were good but it was hard not to notice the mass confusion of most of the wait staff and kitchen staff which resulted in a poor food experience. I counted maybe 40 people in the restaurant on a Friday night so this was not an overwhelming throng of people.

Despite this, our food took forever and when it did come- oh boy. The focaccia bread that was supposed to be served with whipped ricotta actually came with a large side of mayonnaise (I tasted it to be sure and regretted it). The calamari was chewy and there wasn’t really any flavor to the seasoning. I ordered a pizza and the menu listed all the ingredients (down to parsley!) but somehow it mysteriously appeared with olives. When I sent it back because I don’t like olives and had no warning it would be on there I heard someone come back from the kitchen and within earshot of me argue with Rafael who literally showed her the menu where it does not mention olives at all. My friend ordered meatballs that were somehow very spicy and my other friend ate half of her dish because it was that bad.

So why do I chalk this up to bad management? Clearly the kitchen staff is not familiar with the menu as they mismade two dishes. On top of that from the bar we witnessed the absolute chaos of the rest of service. We saw a bucatini come out and be offered to everyone at the bar (no one ordered it), then go back to the kitchen and then finally go to its home at a table next to the bar. Another pizza did the same route only to be placed on the back of the bar and then be taken back to the kitchen. We saw multiple tables waiting for food staring all over wondering when it would come. The hostess was also working as a server and running food.

The manager did not have an ounce of the usual hospitality personality. When I walked in there was clearly a wait and so I asked if they served a full menu at the bar because it appeared they were full (the dining area was half empty but people were standing to the side). She then responded that they weren’t full but the servers needed time to finish serving food to be able to assist others. That’s literally what I was asking but her tone was if she was correcting me. When our food took forever, she came over to tell us the food was late but we would have to wait for other tables (she had told me the issue was servers not the kitchen but I guess it was everything). Again there’s a way to smooth over that situation and be friendly etc but that wasn’t the tone. When my pizza was refired and came out correctly, normally a manager would come by to make sure everything was ok but absolutely nothing. The menu and space has potential but the experience was extremely chaotic and left everyone in the shuttle to our hotel saying their experience there was terrible and telling the driver to warn people not to go there. I seriously hope...

This dinner was fabulous! The cocktails were delicious and the food even better. The hummus was the best we’ve had in a long time. The shrimp carbonara was wonderful! The roasted hen came with a veggie medley and a ricotta sauce that was fantastic.

Sadly, our second visit was not nearly as pleasant as our first a few days ago. On the first visit we arrived in late afternoon on a slow day. We received first class service and the food was outstanding!

This second visit was in early evening on a very busy night. They were totally overwhelmed and unprepared. To begin we had reservations, a concept they apparently struggle with. When we checked in early with the somewhat rude hostess we were told that our table was not ready and we would have to wait until our reservation time. We thought the wording was strange, but okay, we'll wait despite there being half the tables empty throughout the restaurant. As we sat there, a steady stream of people came and were seated. Finally at the proper time of our reservation, we went back to the hostess stand and were told that she would now have to find us a table and clean it. At last we were seated. The table was not clean with food bits still everywhere. The hostess begrudgingly cleaned it and reset it, minus the water glasses, napkins and appetizer dishes that other tables were set with. 25 minutes later a waitress appeared and took our order. 10 minutes later we flagged down the person we assumed was the manager and informed her that we had been seated for more than 30 minutes and we would like some water. The highlight of the evening was that the food came out fairly quickly, albeit cold. The food was not nearly as on point as the previous visit and not only because it was cold.

Overall, this place has tremendous potential and we originally believed it was living up to it. Now we have seen that the staffing is a real problem. This night there were only 3 waitresses and one surly hostess. The food runners seemed to try to bus tables on occasion if they happen to see some dishes that might need to be picked up. Otherwise, the 3 waitresses and the surly hostess were also bussing all the tables. They also lack a service bar and it shows at the tables. An impossible...

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Guest Relations Manager The Westin Beach Resort at Frenchman’s Reef 7338 Estate Bakkeroe St. Thomas, USVI 00802

Subject: Commendation for Outstanding Service by Shanique

Dear Guest Relations Manager,

I am writing to express my sincere appreciation for the exceptional service provided by Shanique during my recent stay at The Westin Beach Resort at Frenchman’s Reef. From the moment I encountered her, Shanique’s professionalism, dedication, and warm demeanor left a lasting impression that significantly enhanced my experience.

Shanique embodies the true essence of island hospitality. Her ability to handle any issue with efficiency, grace, and an unwavering smile reflects her outstanding work ethic and dedication to guest satisfaction. Whether managing requests or addressing unforeseen challenges, Shanique consistently demonstrated a remarkable ability to ensure every concern was resolved smoothly, leaving no detail overlooked. Her calm, courteous nature and commitment to excellence made it clear that no problem was too big or too small for her to handle.

It is evident that The Westin has found a true gem in Shanique. Her ability to represent the resort with such poise and professionalism deserves recognition. Employees like Shanique create an environment where guests feel valued and appreciated, and they are a key reason why The Westin continues to stand out as a premier destination.

I hope Shanique’s contributions are acknowledged appropriately, as her dedication undoubtedly reflects the high standards of your establishment. When you meet her, it is easy to understand why she makes such a positive impact on guests.

Thank you for the memorable experience and for employing such dedicated professionals like Shanique. I look forward to returning in the future and witnessing her continued...