I've always found when a restaurant gets the hospitality - Polo Lounge Beverly Hills - Buy Reservations
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🤢 2/5 - I've always found when a restaurant gets the hospitality
By 👻 @Matthew R., 01/06/2024 3:00 am
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I've always found when a restaurant gets the hospitality right, the food tastes better. A great meal is about much more than food - and it's the people who work front of house who know how to make you feel special. Sadly, the polo lounge has been slipping in this regard the last few times I have been here. The food has never been particularly good, but the ambiance, service, and vibe have always made up for it in my mind. Not quite sure if it's an over-corporitization, ego, or maybe a result of nepotism but I have distinctly felt like I'm getting attitude from those working the host stand upon check-in as of late. It's quite unseemly and totally unnecessary at a place like this. I was so disappointed at my last visit that I felt compelled to complain to management about it. I had arrived a few minutes early with the intention of arranging the flowers and champagne I had brought to enhance the table before my mother's arrival for her special occasion. I was curtly informed that "we only seat entire parties." When I pressed that I had arrived early so I could arrange the flowers and champagne BEFORE my mother's arrival the hostess behaved as if this was an awkward and unusual request. She then indicated that they would "make an exception just this once" and proceeded to assign our table. When it's not even 11am and the restaurant maybe has 5-6 tables seated this comes across as patronizing and condescending. I understand if it's midnight and the place is packed, but, give me a break!!! Due to covid the restaurant had apparently created a side patio in order to accommodate the social distancing (again I understand we are all under a unique situation) my complaint here is that again, on Mother's Day, and when the PL is known for live music is to have guests seating in an area that does not quite have the same vibe. It almost felt like a "bait and switch." To have booked a table months in advance only to be seated on an empty side patio with the faint sound of live music playing in the distance is pretty underwhelming. I tried to take everything in stride but the final straw came when the heat lamp failed to work after requesting it be turned on when my mother became cold. I decided I had to complain. While waiting for the manager to arrive I had an opportunity to observe the hostess turn a young family away who had apparently shown up at the wrong place. All I can say is a little grace goes a long way and feel like a pro would have made the accommodation and found a place to seat them rather than turn them away. I know there were available tables because we had just finished dining in solitude after the hostess claimed "we're going to be packed" upon my initial objection to being seated on the makeshift patio. My most recent visit at Christmastime was equally underwhelming. After arguing with the host informing us that we didn't have a reservation only to be corrected by another employee that the name she was searching wasn't the name I provided at least 3 times. After the "clarification" we were immediately seated at a booth and the 6th seat was literally 10-12" below the table - the edge of the table rested at whomever was seated in that seats chest. It was literally a joke and I figured we were being filmed for our reactions! The guest seated in the "chair of honor" was gracious enough to not cause a scene, but, even after requesting two additional cushions he was still at an awkward position compared to the rest of us. How can any rational person literally expect someone to sit at a table like that unless you're in some Tijuana style slop house? $135 for brunch and you're literally going to seat someone in that spot? It wasn't my reservation so I bit my tongue, but, wtaf??? Go to the Ivy instead - much better experience all around.
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