Unfortunate experience - Totally lacking the experience the restaurant was famed for! - Benihana Orlando - Buy Reservations
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🤢 2/5 - Unfortunate experience - Totally lacking the experience the restaurant was famed for!
By 👻 @James S, 12/20/2023 3:00 am
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Let me start by saying that we normally visit this establishment at least once per year and we have always been extremely happy with the ability of the staff to provide a great experience. Unfortunately, we did not have the same experience at our December family meal. We went to celebrate my daughter's birthday for a reservation @ 6:30pm. Let me just share the shock and dissatisfaction as we were finally seated at 7:30pm. The restaurant has added a leaf to fit more guests tucked away from the experience. Let me just say, I'm sure there are people that don't want to sit in front of the fire...right???? This is teppanyaki, why else would someone venture to this establishment? I mean, it's not like they provide the highest quality ingredients or that you get your money's worth in food. This establishment was built by providing an experience. How sad that corporate has decided it's more important to get as many people seated for more to the bottom line than focusing on providing a stellar experience to keep patrons coming for more. Needless to say, there were 5 of us and we ended up with the leaf! There was no room between the leaf and a beam to even move a chair. I asked for the manager immediately and they held composure and chose to hide behind corporate. They did offer to seat someone else there and they would work us back into the shuffle for an upcoming table...how kind! We had already waited an hour beyond our reservation. Very frustrating, but I do know this happens sometimes. Well it should be sometimes, but when the managers (yes plural) came they told me it's this way every Saturday. I'm blown away...you mean you purposely overbook on reservations every week!!! WOW! Way to strive for success! Again, they said they cannot tell corporate that they need to accept less reservations. Again, that corporate thing. I'm getting it. It's really not about me or my experience is it! After an exchange with the managers I chose to make it work and have our meal. Unfortunately, I wanted to walk out, but it was my daughter's birthday and I needed to put that above myself or the establishments complete failure to even attempt to provide an experience. All this and even before we started the meal! Now onto the meal, our wait staff worked to get our drinks and orders in and came back pretty timely with drinks. It seemed like we may make some progress. After a bit he returned with enough forks for some of the table and stated that he was waiting on more. Ok no problem, they'll be right out...wrong! By this time drinks were empty and needing attended to. There was no one in sight to assist. After a bit our soups and salads were delivered...still no forks. We asked for refills and it was acknowledged. Those with forks were able to enjoy their salad and at least the soups came equipped with a spoon. As the table was finishing their salads and soups, at least those with forks...the chef made his way to the table and started verifying the meal choices. He then started through his service on the grill. Shortly into that the forks were finally delivered. Mine had tines that were all directions so I attempted to straighten them and the chef asked for the attendant to get a new one. It was promptly delivered. We continued progressing through the chef experience on the grill. About 10 minutes later the drinks were finally refilled and we continued getting through the meal. The chef was not bad at all. He was not dynamic, but he didn't do anything wrong. We now transition to the end of the evening and we ask if our daughter is supposed to be sang to or anything. They attendant never even asked the guests to make it a celebratory evening! Again, I'm getting it. It's really not about me or my experience is it! The attendant that brought our checks went to the back and they did come out and sing to my daughter and gave her a scoop of ice cream! I am appreciative that she did that, but for $300 you would expect it not to be an oversight. I can think of a lot of places to spend my money that provide a better experience and if I'm being honest, I'm willing to spend more if I am treated right and I get the experience I'm paying for. My frustration is getting a lackluster underwhelming experience at an exorbitantly overpriced price point! Needless to say, I don't believe we will be venturing back to this establishment again. They would have to make some serious shifts to earn my desire to put myself through this again. I guess if I have to sum it up in a statement I have to say this was a dismal display of customer service and a deep lack of desire to provide the experience this restaurant became famous for!
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