Hospitality Failure - Suraya Restaurant Philadelphia - Kaufe eine Reservierung
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🤢 2/5 - Hospitality Failure
By 👻 @Shelleeta, 11/09/2021 3:00 am
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Hospitality Failure
Our time at Suraya November 6, 2021
We arrived early, told we could not be seated until our 830p reservation. No problem.
We went for a drink elsewhere, as their bar was full. We returned at 830p.
and then told the table was not ready. I asked the hostess if they let diners know, they have a 2 hour window for dining and there is a reservation at 8:30p. Did they have the check? Yes, we are former restauranteurs.
I was told we should go to the fire pit in the back of the restaurant or speak to a manager. Unfriendly. Not offered a drink, nuts etc. a gracious gesture. We were not seated for another 20+minutes.
We were finally seated in Siberia, that is the back "room" outdoor garden area.
There was one overhead heater at one end of the table. We were a bit cold. Initially it was tolerable.
Our waiter, finally arrived at the table, told us his name and repeatedly called us friends. Not appreciated. He explained at great length how the Prix Fixe menu worked. The 4 of us were Required to Order a $70pp Prix Fixe. (Friday and Saturday)
The appetizers arrived, the sommelier did not, apparently a conversation with him was the way to order wine. He was great. A shout out to him who confirmed and with an excellent explanation my husband's wine choice. The wine did not get poured until we were mid-way through the appetizers. Many appetizers are offered, likely to make sure you are not too hungry for the main course. The appetizers were fine, no real stand-outs. We had to flag down the waiter/runner for more pita bread.
The entrees arrived and Without the appetizers being cleared. The waiter did ask at one point if we were finished with the appetizers which we clearly were not. And his return brought the entrees. I don't think it's possible to be more Unprofessional. Clearly the waiter fired the entrees too early. He had basically neglected our table.
The entrees , Halibut Kebab, Lamb ordered two different ways, Bronzino, well prepared with smallish portions.
It was getting late and colder, with the one heater less effective. The music is blasting, likely to mask the train noise which comes approx. every 20 minutes. Being very cold made the music more intrusive and unpleasant.
Our plates were cleared, no one crumbed the table. The waiter disappeared again, maybe doing side work?
It was very cold and it was late. After waiting yet again, 20 +minutes we flagged down a runner asking about our dessert.(No choice) A manager arrived and didn't crumb the table but put down flatware. Finally we flagged another runner and I said box the desserts. We were freezing cold.
I complained, they said they could not adjust the prix fixe pricing but they did remove the wine from the check.
While the decor throughout is great and the outdoors could be most enjoyable in the Spring and early Fall, it is simply not the case below 50 degrees.
The owners need to be less Gordon Gekko and spend money on training and stop seating in the cold weather. (or perhaps get additional heaters at each end of the table or give free blankets to the patrons :). And play music that has less bass.
The value proposition is just not there. If this is what hipsters have wrought on the hospitality industry then the public is missing truly wonderful experiences.
This is not a serious restaurant, go elsewhere.
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