The Hamilton Hotel’s Restaurant and Bar

We visited during what appeared to be a very slow period there were only about six guests in the restaurant. I ordered a latte shortly after we sat down. After waiting about 35 minutes, I asked our server, to cancel it. He told me, “Your order is in the window already,” so I said that was fine. I didn’t actually receive the drink until about 25 minutes later, when my girlfriend’s food finally came out nearly an hour after ordering. My food had been brought out about 15 minutes before hers. Since we weren’t going to eat without each other, we sat there and watched my plate get cold. We also never had our waters refilled the entire time. The server repeatedly apologized and explained that his helper didn’t show up. While I understand staffing issues happen, the way it was framed felt more like an expectation that we should excuse the experience rather than an effort to actively manage it. He offered me a mimosa for the wait and did remove the latte from the bill, which I appreciate. However, the “latte” itself wasn’t even a latte. As we were finishing, the helper actually arrived and apologized for oversleeping. Bobby commented, “I spoke too soon,” which confirmed the earlier explanation. Overall, the level of organization, timing, and customer awareness was disappointing especially given how few guests were there. We had morning plans, including our child’s soccer game, and the delays significantly disrupted our schedule. If the guy serving us is in a management role, this situation would benefit from serious coaching around service recovery, pacing, and table management. This felt like a breakdown in execution, not simply a busy morning. Hopefully this was an off day, but the experience fell well below expectations.