The Roof — Restaurant in Sugar Land

I don’t really know where to start. This place has a cool atmosphere, music, lighting, outside area, etc. all of that was wonderful. The service is really bad though. We tried to enjoy ourselves as this was my sisters birthday. It was 3 adults and two kids. We made a reservation. We were two minutes past the grace period when we arrived. The lady took 10 minutes to re do a reservation when no one and I do mean no one else was there waiting. She couldn’t just take us back to one of the oh 20 -25 empty tables. Reservations were not required so we were not sure why she felt the need to make us wait and wait when we were two minutes(literally) late. It’s not like they didn’t have tables available.That was strike 1 and I knew then…. Next it took forever to get our food. 2 chicken and fry orders. A lamb chop dinner, a chicken po boy sandwich and a fried red snapper dish. We did not have any napkins at the table which the kids noticed and asked what kind of place it was as they thought it was supposed to be nice and if it’s nice you should the napkins to place across the lap… no biggie although irritating that we had to ask. Food arrived after 40-45 minutes of wtg. Lamb chops were just ok but a no for the price. They should really try seasoning their food. The red fish was over cooked. And I do definitely mean overcooked and we all noticed it as soon as the server sat the plate down. That dish was $40. It was plated with just broccoli. The fish was so overcooked it was rubber on the inside and the outside was about as hard as a rock literally. The fact that the cook or chef would allow that to leave his kitchen and serve that to a customer for that price is astounding to me. We told the server it was just too overcooked. He was very pleasant but I know he saw it too as he brought it out and still continues to serve that. People will do anything at these restaurants. They asked if I wanted something else. I ordered a to go meal at that point. Kinda ruined the mood. We also took note that no one else came in after us so they had lots of empty tables on a Saturday night at 8-9 pm. So the whole reservation debacle was quite disturbing. Why could be not just be taken to a table you had available. Why did this lady have to make us another reservation standing in front of her with 25 vacant tables! Just blew out minds. We went to the bathroom to take the kids of course. The 8 year old said how do they not have any paper towels in their bathroom. Is the staff not washing their hands if they come to the bathroom… the 8 year old had sense enough to question that herself. This place could be very decent but is lacking true customer service ( besides our waiter, he was very personable and had a great attitude). The food is lackluster and the chef should be replaced sending out food like that. I mean, who can’t fry fish….The fact they were prepared to serve that is even more problematic. I do understand why the place was not packed out on a weekend. They probably do not get repeat business unless it’s family. This is. It somewhere you go spend your hard earned money over and over again. They need to do better! It’s just kind of a mess. Unfortunate because the vibe and atmosphere is great but that’s it. Do not waste your time here. No one in my party is coming back. The owners/management need to revamp redo and replace some things and or people or both. They did bring out a birthday cake for my sis at the end and pumped up the music and danced a little for her birthday. I think that was mostly the server trying to make up for the food. We did appreciate his effort. He was quite pleasant and did a decent job….the rest…. Never again. Overpriced and simply...

My associates and I dined at The Roof Sugarland on February 8, 2025, for an 8:00 PM reservation. Having been here before, I already knew the ambiance was stunning, but this time, with very few other guests present, I had the opportunity to fully appreciate the beauty of the space.

Our server, Tiffany, was exceptional. She had a warm personality, was incredibly hospitable, and genuinely down-to-earth. She guided us through the menu, honestly admitting when she hadn’t tried a dish and sharing her personal favorites. Her attentiveness was well-balanced—not too intrusive, yet always available when needed.

The food arrived much quicker than expected, which was a pleasant surprise given my previous experiences with longer wait times. I ordered a tropical mojito, the Salmon Pontchartrain, and Brussels sprouts, while my table also shared fried pickles and spinach dip as appetizers. Overall, the food was hot and tasted great, though some items were a bit on the salty side.

After finishing our meals, we stepped onto the outdoor patio to enjoy the scenery and take a few photos. The evening was perfect—until we returned to settle our checks.

Upon reviewing the receipts, we noticed a non-cash fee applied to each bill. In my case, the fee was $2.20. I mentioned that I believed this fee might be illegal, recalling past experiences at other restaurants that had removed similar charges upon request. One of my associates looked into the matter further and found multiple sources suggesting that such fees could indeed be unlawful. She decided to speak with a manager to clarify the issue.

This is where the experience took an unfortunate turn.

The manager, identified only as “D,” approached with an aggressive stance and demeanor. When my associate politely asked for her name, she responded curtly, “D. What is yours?” The lack of professionalism and basic customer service was jarring.

My associate calmly explained that she disagreed with the fee and, based on her research, found it to be an illegal practice. Rather than engaging in a professional discussion, the manager’s body language and tone suggested she was more interested in arguing than resolving the concern. When my associate asked for contact information for someone above her, the manager instead offered to take her phone number. When asked whether anyone would actually return the call, she dismissively responded, “I can’t make anyone call you.” With that, the conversation ended abruptly as she walked away.

While this encounter didn’t completely ruin our night, it was undeniably disappointing. It was disheartening to see a Black-owned business, which appeared to be struggling, handle a legitimate customer concern with such disregard. Good service and hospitality go beyond just the food and ambiance—respect and appreciation for patrons are essential, especially for an establishment with potential.

After further research, I found that the legality of non-cash fees in Texas is murky—it remains a debated issue among lawmakers, seemingly illegal but currently unenforceable. Regardless of its legal standing, the way this situation was handled was unacceptable.

As a result, none of us will be returning. We have collectively decided to file a complaint with the BBB and the Texas Attorney General’s Office. While I truly wish this business success, it desperately needs either new ownership or comprehensive staff training. If things don’t change, I can’t imagine this establishment lasting much longer.

I sincerely hope they take this as an opportunity to improve....

Okay so, I literally live so close to this place that I’m actually ashamed that I hadn’t been sooner. My husband and I have been saying we’d come for years and well, you know—life. My own mother has been more than a few times than I have, sadly..anyway! We arrived quite late actually because we’re parents and trying to get kids situated with a sitter or giving our 14 year old the rundown on what to do and what not to do with a 2 year old..but I digress..

I advised my husband that most restaurant kitchens close at 10 but he still wanted to go and take a chance. We arrive literally at 10! (face palm) Didn’t take long for someone to greet us, in fact, I believe we were greeted by the manager, perhaps maybe even the owner, I’m not sure, but she was super cool and had a funny personality. I HATE I didn’t get her name! I explained to her that I advised my hubs on the normal time restaurant kitchens close but it was our first time there so we “could’ve” been wrong..nope, I was right—BUT (and a big BUT), she was kind enough to go into the kitchen and “see what she could do”.

To our surprise, the staff agreed to prepare a meal for my husband and I. I was very impressed with this accommodation. Mind you, we’re just regular people, with regular decent paying jobs—not big shots rolling around Sugar Land in our foreigns. We were seated and was explained that it was pretty chill and quiet at the time we arrived, but it can get quite busy and a little loud since they have a DJ there (by the way, he played some good tunes that night). She advised us to definitely make reservations for any other visit we decide to make. We ordered drinks and our food. I had the Sugar Land Sidecar and my husband had a mule. Both drinks were super good and not even close to being weak or too sweet. We even had a second round! We ordered the calamari to start and while it was extremely fresh and cooked perfectly, the sauce lacked the oomph we were seeking. It wasn’t BAD, but it was like a marinara sauce plus it was a bit watery.

Now the main entrees……LET ME TELLLLLL YOUUUU! My husbands ribeye was “one of the BEST ribeyes he’s had in a long time” (his words). It was HOT, but not to the point you can’t enjoy it, it was moist, it was flavorful..it was just the bomb. Obviously now I’m speaking for myself as I had a couple of bites. Mama here had the salmon (held the shrimp as I’m allergic) and that baby was not only of a decent size, it was super moist, just how I cook my own, and the flavor was perfect, the spinach was perfect and the sauce?? Wow! Everything was hot, fresh and DELICIOUS! I hate that some other reviews did not have the experience we had—I almost am jealous of myself for y’all..lol! Our server was a very nice gentleman and forgive me again, but I cannot remember his name.

Everything was definitely worth remembering, so don’t charge it to them, or my heart. I’m going to assume/blame the alcoholic beverages we consumed to my forgetfulness. We will be returning so when we do, I’ll update my review to INCLUDE both the lady and our servers names as they (along with the chef (chefs kiss)) ALL deserve the praise for such an exceptional experience provided to my husband and I! Thank you, thank you, thank you!! (July 30, 2022...