For a week we stayed at a Universal Loews hotel and enjoyed numerous dining experiences.We were looking forward to having a relaxing sushi dinner at the Orchid Sushi Bar but it was anything but relaxing.
The name implies a small intimate setting - not so. The space is huge, the sushi bar is small, and they lack the staff to serve the amount of people that arrive expecting to be served. There is a nice view overlooking the pool and the casual seating is pleasant but the service is horrible. We ordered drinks, water, and appetizers when we arrived and while our drinks came within 10 minutes, the water had to be requested again and again. Our waiter constantly came over to inform us that the chefs were preparing our apps and they would be out shortly. We decided to order dinner at that point since apps were due any minute.
One hour later, no appetizers, no dinner and no indication that the sushi chefs had ever started our order. We paid for lackluster drinks and left.
Sitting there for an hour we observed a table nearby that had not one but two servers busily bringing them everything they desired and then some. It was clear that they all knew each other and were getting preferential treatment. There's nothing wrong with extra special care for regulars or special guests, but not at the expense of other diners especially when the restaurant is so crowded and diners orders are ignored. The manager was oblivious. She rotated around a small amount of familiar tables never coming to check on us or anyone behind our area. We also saw 4 groups of people leave before we did without being served.
With the volume of diners present that evening it's clear that this sushi bar should have double the sushi chefs and a manager that is aware and educated in customer service and restaurant management. Obviously we cannot comment on the food, but if I had to base it on everything else I would assume it would be subpar.
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