08/18/09

Decline in Service, Noisy

by SoJo

Houston’s Hilton Plaza August 17, 2009

147 S. Beverly Drive

Beverly Hills, CA 90212

RE: Service,

Making allowances for the city, Phoenix, and the possibility that natives of the city simply don’t have a skill-set conquerable to that you’d expect to find at Mc Donald’s almost anywhere else, I would , nonetheless, expect that Houstons’ , the organization, would put in place a management team that possesses some minimal knowledge with respect to taking an order, placing it on the table and following up to make certain that the eventual meal meets with a customer’s approval.

Today, merely one example, around 3”30 P.M., I lunched at Houstons. The restaurant is located in Scottsdale, AZ. Near Lincoln Av. & Scottsdale Rd. Lucas was my “waiter.” The dining experience was not rewarding.; that is, it was not rewarding in a positive way.

Openin gambit with waiter: “Good afternoon, please bring water and ice tea.

Tea arrives: no water. “Please may I have a glass of water.” I ask again.

The water arrived but, during the interim, I discover spots on the silverware. It’s not infrequent that I visit Houstons Scottsdale, and also not infrequent that I pick up a knife or fork with spots; and of course, that means dirty water may have been allowed to dry on eating utensils.

“Please, Luke, exchange the silverware.” I ask. Two pieces are delivered in staggered sequence.

“Thank you. Yes, I’ll take horseradish with my prime rib.. Also, for the baked potato: please put butter, etc. on the side.”

The meal arrives without horseradish, and the condiments were served in an integrated form; that is, they were packed layered, all together in a single container. During that entire period, I did not see, from the table where I was sitting, one manager--thus leading me to believe that this is a management deficiency and poor Luke is a hapless employee doing his best without the benefit of supervision.

In Phoenix, during August, it was one hundred two degrees outdoors. Before leaving, I would have appreciated a re-fill, a second glass of water. Refills were offered-- when I was walking out the door.

• Pros: food good, meat poorly marbled
• Cons: Service

07/12/08

NOISE, NOISE, and more NOISE

by lexipierre

Very, very, VERY NOISY, to the point that one could not converse with the person sitting directly across in the nice, well-lit booths. The thai steak salad was tasty with wonderful fresh herbs and spices, however, the meat had been over-marinated and was like mush. The salmon appetizer with toast points was smoky, tasty and moist. But the noise !!! I guess they want you to clear out quick and not linger. Have a mojito like we did (fresh mint and lime) will make you forget the place gave you a headache. The service is almost too intense and rushed. Great location by the Ritz-Carlton keeps prices and valet parking high.

• Pros: Fresh herbs, good use of spices, great drinks, flavors abound, tasty food in general
• Cons: did I mention the noise??

05/18/08

Avoid this location

by fittergirl

I have been dinning at Houstons for more than 20yrs and love it, BUT for some reason everytime I come to this location there is a problem. Last night was TERRIBLE and I will never come back to this store again. The service was poor, but the food was even worse! For the first time ever, I sent my dish back and and shared my husbands club salad while I waited. I have ordered (and shared) that salad for years and it was half the size that it should be, the dressing was globbed on top and not even tossed! The meat and avacado were not properly chopped and there was too much dressing. Not wonderful at all.. The dish that I ordered bad, and to make matters worse the manager never even came around to check on us. After paying our bill, I flagged him down but didnt get the impression he cared much. A HUGE disapointment!