Waterstone Grill — Restaurant in Town of Hamburg

Wow, went to this restaurant after seeing it was rated top notch, went to celebrate my husbands 73rd birthday. We live in the area anxious to try a different restaurant for the first time. We were seated, given 3 seperate sheets of wrinkled paper, not laminated, as the menus. No table clothes. Informed happy hour prices advertised outside on their sign was only in the bar. Still ordered 2 gingerbread martinis. We both ordered 8oz. Filet Mignon, 45 dollars a plate (7$ more than most restaurants for the same). Dinners do not come with salads....up charge 4-6$ A lower priced dinner had redskin potatoes and spinach vs baked potato and green beans. So i asked to have spinach and redskins instead, once again the waitress came back and said it would be a 5$ up charge. I almost said no but instead knew what i wanted so i said okay. I have waitressed in many upscale restaurants and the motto....make the customers happy and an enjoyable experience. I told the waitress i would like the veggies but to let the owner know the restaurant being all about how they can upcharge for everything, (prices also higher than other great places)would keep us from ever coming back. So she told the owner....no response. The waitress came back and said its because spinach and redskins cost more than baked potatoe and green beans but my plate came loaded with redskins and spinach, much more than necessary (trying to make it right?) Instead of substituting it with a smaller amout of both redskins and spinach with no debate.... it became a problem. We also had to ask for a roll or butter. They are located amongst at least 3 motels which makes them them easy to walk to, a captive clientele. They seem to be more worried about how much they can make from the traveling customer? We had 2 martinis, steak, potatoes, veggie for 123.00. Let me say the food was delicious kudos to the chef! The waitress although not knowledeable about the menu was very kind and accomodating, apologizing for the owners response. This restaurant has all the makings of a restaurant people would frequent due to staff and product but the greed of the owners will keep this place from making people feel like an inviting enviroment you would want to bring your friends. Therefore their staff is not going to be making the money they could if the place was busy. So obviously the focus is about the transient clientele being taken advantage of at a high price than having a warm inviting restaurant that the locals would value because of the great food and kind wait staff. I was disappointed and never write bad reviews especially at this length, but would encourage the owners to work on their first impressions, an inclusive menu and owner/customer relations. They have been in business for alot of years and i now know why i have never heard anyone mention this restaurant. This is fair warning for what you can expect from the place. Definately not going back, especially for a special occasion! Thank you for...

we have had excellent meals there before and now will not go back there again. It was a birthday celebration for our DIL,and it was so disappointing. My steak was full of gristle and fat as pictured. They did not explain when placing the order that some menu items were unavailable. The first three orders made were not available, as ingredients were not in stock. When my son was served his beer, they dropped a can on the table, no glass.He had to ask for one. All the adults ordered steak, and no steak knives were provided without requesting them. I know this seems petty, but when you order Martini you expect to get it in a martini glass not on the rocks. it is part of the ambiance of ordering the drink. I would recommend them giving an amended menu or voicing when the menus were passed out that they were apologetic that some of the menu items were not available but that did not happen. we felt like we were inconveniencing the waiter ordering something and then finding out that they didn't have it available. I did ask to speak with the manager which was a woman. I asked who the manager was and she probably said I am. I told her all of the circumstances in which our meal included and she apologized while not meeting me eye to eye looking down at the paper on her podium. there was no discount or token of apology by offering even a dessert. this is not an inexpensive place to eat, but knowing the meal we had in the past we were glad to go there and pay whatever the bill was. at that point in time there was a gentleman who was managing and he would go around to the tables and ask people how their meal was. I suppose that customer service is gone by the wayside and it's really too bad because this used to be a spot where we really love to eat. I think we will get better food and service at the outback or longhorn. at a percentage of the expense. typically I don't complain where a lot of people can see it but you all should know how things have changed at The WaterStone grill...

The food was good. Steaks done to order perfectly. We ordered the filet and it was done medium rare as we ordered. The steaks are USDA Choice not Prime, so not very different from what you get at any store or meat market. Wait staff is pretty good but the problem lies in management at this restaurant! Whoever Carol is, should be fired immediately by the owner. If Carol is the owner, good luck staying in business! Our sever and the host/captain on duty need to consult her several times about our order but she NEVER had the professionalism to come and speak with us directly! That is all we wanted to do was substitute a potato (due to dietary restrictions) for sautéed mushrooms. It took our waiter and the wait captain two trips to Carol, plus our complaint to finally get her to give in and make a very simple and cheap substitution. For that hassle, they lost 5 customers in our party that night! Was it worth the difference between a potato and a side of mushrooms!!?? This restaurant management does not have a customer service bone in their body. Everything is done cheaply and deceptively for more money in the owners pocket. They clearly treat the hard working help like slaves and give the waitstaff ZERO authority to make a judgement call without consulting the mysterious, and horrifically costumer insensitive, Carol. They are trying to be an upscale steakhouse with very proud pricing without the customer service to match it. They share a road sign with the Red Roof Inn for God sake! What does that say to a passer by?! The concept is there, just not executed with proper customer service. My bet is that they will be closing after tax season 2016 if not earlier if they don't drastically change the management--or it will fall "under new management" which will surely send it into a...