A Total Comedy and Statistically ImpossibleI took my wife and our adopted daughter to see a country rock concert. So before the concert, I took them to Embers Steakhouse at Isleta Casino. I have had many a great meal there. I had high expectations as I always do when I visit to catch a great steak at Embers.First off it took 25 minutes to order our cocktails. The ladies ordered a bottle of bubbles and the waitress tried to bring them red wine. Fortunately, we caught it before she opened it.Then it took another 20 minutes to actually receive them. I was served the wrong drink. They gave me scotch instead of my usual Crown Royal. Then another 15 minutes receive the correct one. We saw the waitress again 30 minutes later when she asked for our dinner order when we wanted to order a few appetizers. We ordered apps and it was a shrimp cocktail and another simple app. That took 20 minutes. Then we ordered dinner. I ordered my steak and asked if the grill master or Chef could cook "blue". She said "yes". My daughter ordered her hamburger ( they make a really delicious burger) medium rare. When the steak came it was well done. The hamburger was well done.WTF???WheresTheFood we ordered??? It is statistically impossible to get that many elements wrong. Maybe the waitress was new. Maybe there was miscommunication between her and the kitchen. But really the bar and the kitchen got it wrong. The waitress got it wrong. Maybe they were understaffed that night. There is a kaleidoscope of things that could have affected the evening and we just drew the lucky straw that night. It goes to show even the best restaurants can have a bad night. I sent the Executive Chef a note telling him about the evening before I left the restaurant. I gave the note to the waitress along with $50 for the kitchen staff. The bartender got the drinks wrong and the grill master or Chef got the meats wrong. But my wifes dish was awesome and the sides were delicious. You should not punish the rest of the staff for a few others errors. I waited around for a few minutes to see if he wanted to extend his condolences. But he never showed. That is the only thing that bothered me. A good EC would jump all over this situation. Alas he did not.I have been there countless times. I have a great steak and sides every single time. I received great service every time. The place is great looking and clean and neat. I will go back. I don't expect it will be a repeat of the statistically impossible night. One bad experience out of scores of great meals does not make a bad restaurant. Its just statistics.
Embers Steakhouse at Isleta Casino
