Food and Service Quality has PLUNGED - Mastro's Ocean Club Malibu - Buy Reservations
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🤢 2/5 - Food and Service Quality has PLUNGED
By 👻 @Lee G, 03/26/2023 3:00 am
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For many, many years, Mastros Ocean Club in Malibu has been our "go to" place for birthdays and anniversaries, or just a nice night out, but the quality of the food and service has taken a deep plunge since the pandemic. We hoped it would pass, and have celebrated our last few special events at CUT in Beverly HIlls instead, to give Mastros a chance to get back up to their usual level of excellence. Tonight, our family went back to Mastros to celebrate our 33rd wedding anniversary. It was a mistake. The problems started the moment we walked in. The place was mobbed, and only one hostess was on duty and seemed utterly overwhelmed. The waiting area was stuffed with people. Clearly, staffing and organization was an issue. We were led to our table... not the one we'd requested in our reservation (or even in the same part of the restaurant we asked for). In fact, it was where we specifically asked NOT to be. Alas, they told us they had no other available tables. The waiter asked if we wanted the bread basket. We told him we did, but only the sourdough and cheesebread...not the pretzel bread. Usually, when we ask for this, we get extra sourdough or cheesebread to make up for it. So what did we get? A basket with pretzel bread. When we mentioned this, he took the pretzel bread out, stuck it in another basket, and gave us the our basket. The sourdough was hard and dry...and the cheesebread was so cold, we wondered if perhaps it had just been taken out of the refrigerator. When our menus came, we opened them up, and CRUMBS DRIBBLED OUT! It was disgusting. For God's sake, open the menus and shake the crumbs out before giving them to your diners. We ordered our food... I asked for my steak medium, and my wife asked for dijon mustard with hers. When our steaks arrived, hers was delivered without the mustard and mine was medium RARE. I sent my steak back. In the meantime, our sidedishes came, scalding hot -- which is fine and expected. Except the waiters just left the pans on our table -- they didn't serve us our initial portions, like they usually do. So we served ourselves, but I burned myself doing it. My family continued eating while I waited for my steak (my wife had to ask two more times for her mustard, btw). Meanwhile, my daughter had to keep telling waiters not take our butter away (I guess because we were finished with the bread, they couldn't comprehend why we might want to keep the butter), Why were they so intent on taking the butter? They tried three more times to take it away. Was the butter putting us in danger? Was there a desperate need for our butter back in the kitchen? I finally had to say "Go away. Leave the butter alone." The waitress came back with my steak... which was overcooked and flavorless. The seasoning was seared right off...so it was a good thng I had the butter to melt on top! I've had bad service at Mastros before, but this was the first time I've ever had a bad steak. She came back a few minutes later and asked me how it was -- I lied, and said it was fine, because i didn't want to kill the celebration by making a scene out of this (though both my wife and daughter commented on how bad the service has become). On top of that, all the waiters seemed to have stained clothes, crooked ties, or misbuttoned or ill-fitting coats. Our daughter even joked that they must want to save money here on dry cleaning. Not a good look for a supposedly high-end restaurant. This isn't Bobby's diner. I know the wait staff gets dirty, of course, but come on, this is supposed to be a high-end, elegant steak-house restaurant -- give the waiters/waitresses clean shirts or fresh aprons when they stain themselves...and give them coats that fit...and ties that are straight! The place just doesn't seem special or elegant any more. It feels like a steak conveyor belt. If this had not been our anniversary, but just a nice dinner out, I would have demanded to see the manager and complained about how bad things have become. Instead, not wanting to ruin our special night, I waited until we got home, and everyone was in bed, to sent this review. It's sad to see how far this Mastros has fallen (I've dined since the pandemic at Mastros in NYC and it was great in every way). We'll be going back to CUT for our special occasions from now on.
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