Shinto Japanese Steakhouse and Sushi Bar -Westlake — Restaurant in Westlake

We have been to this location a few times before and we have never felt so unappreciated and disrespected by staff here or at any restaurant for that matter, as we did last night. 7/23/24 we booked reservations for the hibachi table ahead of time for 7:30. We arrived before 7:30 and checked in with hostess at front desk. We were told they would get us seated soon. Ok, so we step to the side in the little to no waiting area that they have and wait to be seated. A man comes hastily walking through the doors stating he has a 7:30 reservation for 6 but the other people in his party aren’t quite there yet they tell him ok when they get there they will get him seated. In the meantime another party of four comes in and we are all standing in this little area. The man comes walking back in around 7:40 with his party and they take this party right to the open table. When the hostess returns (there are 2) my husband politely inquired as to why they would be seated before us. To which we were replied with “different server” very rude, short, and didn’t even look up from her phone. And how does that even make sense? So then I asked “how does that matter?” To which finally received the attention and the blonde one looked up from her phone. The dark haired girl then replied “they were here before you.” Mind you, this is the one who checked me in and this is the 21st century, I’m sure she could see arrival times on her computer. I stated that was not true and she replied with “I’m not going to argue with you.” In a very short snotty manner. I requested at that point that a manager be brought into the situation. A few moments later a woman returns and I explain the situation to her to which she replies “it’s because you were being seated with another party.” Said party was already there and had been before the man’s complete party stepped through the doors. I said the hostesses had called me a liar. She then replied with “did she directly call you that?” I’m sorry, WHAT??? I’m the customer, and talking to me in a matter of which you are questioning me stated previously that would very directly imply it?? The conversation was ended and we were seated a few moments later. Upon being escorted to our table finally after more than 15 minutes of waiting I asked the dark haired girl what her name was to which she replied “I’m not telling you my name.” Once seated I had to find my own high chair on my own and felt uncomfortable ordering any food or drink I couldn’t see made in front of me due to these two hostesses communicating with our waiter and looking over at us.

At no point from anyone was there any apologies, ownership of wrong doing, or actions taken against these people who are essentially the face of the restaurant and the first people you interact with during your visit. This place is not Applebees the prices are steep so service from start to finish should reflect that. I do not feel my money and most importantly my time was spent wisely or...

This was my first time going to Shinto's tonight. It was my husband's 50th birthday and I wrote in the reservation that it was and wanted their birthday treatment. We arrived 20 minutes earlier than our reservation and was asked to wait in the bar until our table was ready. I took that time to go back up to the desk and told them again that it was my husband's birthday and what the process was. The hostess told us that to tell the waitress, they would get the waiters to sing happy birthday and give him a fried ice cream or something.

When we got seated we placed our drink orders and I told her that it was my husband's birthday. She said ok. We placed our food order and whispered to her to not forget. Which she said she had and then she wrote it on the ticket for the chef. The chef begin cooking our food and he was a little lackluster compared to the other chefs. I don't know if our waitress was new or didn't want to work but he began cooking and we still had not had any soup or salad. Being that this was our first time at Shintos we weren't sure if we were supposed to get it so I went up to the hostess station where I believe the manager was and he said of course you're supposed to have it and he went to go get our server who never came back after taking our order.

She finally brought it out and we rapidly ate our soup and salad just as our meal was done. The chef cleaned up and left and we tipped him like I normally do. We had finished our food and was waiting for boxes I kept looking around for whatever birthday treatment was supposed to happen. The waitress came to give us the check and I reminded her yet again about the birthday which she said oh I'll be back.

The table behind us the chef began singing happy birthday to one of the patrons banging rhythmically on a tray and the entire table got involved which frustrated me because this was not done by our chef, even though it was clearly written in the center of the order sheet birthday. The waitress finally brought this tiny little bowl with whipped cream and said here you go. I asked her why weren't the other waiters singing because we were told it was supposed to be several and she said I could sing for you. By the time I was so frustrated I said forget it.

The only reason I have given this a two is that the food portions were plentiful although not very tasty. The fried rice has nothing in it unlike other hibachi places and the food has almost no seasoning. That was the first and the last time. There are much better hibachi places...

TL:DR - Great Sushi. Lackluster waitstaff that was carried by an impressive shift lead.

Full review - I stopped in on a Sunday afternoon for an early dinner/late lunch. The place wasn't super busy. So... I walk in and ask for a table. The Hostess asks "Do you have a reservation?" A reasonable question to ask if this place was hopping. "No". "Just a moment..." and the team of two hostesses were looking on the computer to figure out where my guest and I could be seated. Awkward Silence. "Are you here for Sushi or Hibatchi?" ... "Sushi... we can just take one of those open table's over there. Or outside..." "We'll go ahead and sit you at the sushi bar." "...ok"

First note: I can understand needing a reservation for the Hibachi. But maybe follow with "Are you here for Sushi or Hibachi?" when someone says they don't have a reservation.

So we get placed at the sushi bar and it takes about 5 minutes or more to get water. We were getting the impression that maybe we offended someone and should just leave. But it was the shift lead, who was TRAINING SOMEONE ELSE at the time, that came over to start getting us water and the ball rolling. And this was a repeated theme of the whole experience: the waiter was either too multitasked for his skill level or just didn't care enough. And the shift lead was running all over the place taking care of EVERYONE. And I was paying attention to see this all going down.

The food was good though. Had the Salmon/Tuna Poke bowl, some Beef Sashimi, and a couple rolls of sushi. It was all very tasty and fresh. no complaints about the food. If the service matched the food, this place would be 5 stars.

When the whole experience was over, it was the shift lead who brought me my check and cashed me out. I asked her directly "Can I give YOU this tip?", because she SINGLE HANDEDLY managed to keep me in my seat. Had it not been for her, I'd have walked out. "No.", she said. So I told her that she's "a Rockstar", she did a fantastic job, and she deserved that money. She explained that she was training the waitstaff, who were mostly young and new. And you could tell that she was a combination of being a veteran waiter, highly motivated, and/or just "knew" how to provide good service.

Shinto management: in the off-chance you read this, that woman deserves more money. Because I was prepping to walk out before she started taking care of me. This woman, and anyone who matches her work ethic, are the people who are going to help you make money and satisfied customers down the...