Chef Olivier Rousselle
I’m emailing to inform you about my New Year’s Eve dining experience at the On Sunset restaurant , located inside the Luxe Hotel. First off, it’s a tradition that my two sisters’ and I select a restaurant every New Year’s Eve to partake in a special dinner to end the year. We were excited to dine at the On Sunset restaurant because of the great reviews and excellent award winning entrée options. Our experience was soured by a series of disappointments that occurred throughout the course of the evening. First off, we arrived at 8:30pm the time of our reservation and we were seated by the hostess. Upon being seated, we waited 30 minutes for an acknowledgement, including bread and butter. The hostess seemed inexperienced and lacked menu knowledge. The hostess took our drink order at approx. 9:00pm. We received our drinks 20 minutes later, only to realize the martinis ordered were incorrectly made. At 9:30 pm Steven (the waiter) takes our appetizer order. We received the blue crab cakes at approx. 10:00 pm, which is when Steven took our entrée order. We did not receive our entrée order until 10:30pm. I ordered the halibut, and 15 min into eating, I became ill, causing me to rush to the restroom and vomit my meal. Once Steven returned I asked to speak to the manager on duty, and he informed me that there were no manager’s on duty, as they all went home early. ARE YOU KIDDING ME?? NO MANAGER’S ON DUTY IS COMPLETELY UNACCEPTABLE!!! Steven, was soo embarrassed by the establishment’s lack, that he apologized throughout the night, and even went out his way to suggest I drink containing bitters to help settle my stomach.
I would think that a highly regarded luxury hotel located in Bel-Air would be adequately staffed at all times, should issues arise especially since he’s the pioneer of the HCM group which consist of over 200 hotels receiving consultation services. I have never felt so displeased with service and unprofessionalism in my life. I understand it was New Year’s Eve, however the restaurant did not appear to be swamped with other diners to the point where there is a 2 hr window from the time of being seated and actually being served. Needless to say our night was ruined and our last meal of 2013 will definitely be negatively remembered .
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