The Drum Room

My experience at the hotel and restaurant on 5/20/08 while dining in the Drum Room restaurant was less acceptable. Arriving early, no one was out front for valet parking (for which there is a $16 charge). I had to physically go inside of the hotel and find someone. I had 6:30 p.m. reservations in the Drum Room for weeks, however, it wasn't needed as there were only 4 other tables at the time with occupants. It was my daughter's birthday and we were celebrating in what we had anticipated, a well-run, well-known, exceptional restaurant which we had eagerly awaited the reopening of based upon the reviews in the KC magazine. Unfortunately, service and food was horrendous. Upon the 2 of us being seated, there were 4 place settings at our table. Normally, when 2 people sit at table, the other settings are removed. I had to request these be taken away and was met by the waitress with somewhat of a surprise and disdain that I had actually requested it, her response was "normally, we just leave them, do you really want them taken away?" (I'm sorry, would I have asked if I wanted them removed if I didn't? Does this mean that they have to do physical labor after we leave and clean the table and reset up for the next reservation...something struck me oddly then...was this place unsanitary?) Water eventually was served and the waitress came around to share the nightly special. We ordered martini's and our food and made mention that (as noted in my reservation, it was my daughter's birthday and we had tickets for the production at the Music Hall). The waitress was less than pleasant, had an attitude and did not speak clearly. Clearly it was bothersome to her that we were even there. After sitting for several minutes the waitress was hurriedly walking past our table and mentioned over her shoulder, "the salads are being prepared" - finally, they arrived..the waitress held them in her hands and made us take our plates from her. She did not serve us. I had to ask where the entree's were and she explained that "she had to work that room and the bar and there was only one chef that evening" -- no apology for the lateness, no response that she would be happy to check on it, etc. She did say my daughter's was ready but they were having to prepare mine. We were both served scallops and shrimp. After 45 minutes, the entree's arrived..the waitress told us to hand her the salad plates. In exchange, we got our entree's. My daughter's food was over-prepared, tough and dry. Mine was fine with the exception, both meals tasted terrible. We could not get another glass of iced tea to save our lives, we were virtually ignored after the entree's were served. At this point in the evening we now had 15 minutes to finish eating and leave for the theatre. Truthfully, it took less than 5 minutes to determine the food was terrible, forget the dessert, forget the fact we weren't served additional ice teas while we had moved our glasses to the edge of the table so they would SEE them...we just wanted to leave and try to forget the experience. The hostess apologized for the lateness and gave a handwritten "free 1 dessert" slip of paper along with my check. Not acceptable. I will not ever return to this hotel & restaurant. The service was ridiculous, food and drinks were over priced, not to mention uneatable. What can I say..my daughter's birthday celebration was ruined by this establishment. I remained pleasant and approachable because I realize what a difficult position it is serving the public, however, I have also enjoyed fine dining all over the world and this experience was embarrassing for Kansas City and Hilton Hotels of which I have been a Diamond member and a current Zagat member. I have reported this lack of service to both the Hilton Corporation and the restaurant. A further lack of acknowledgement of their part is a true indication that they are NOT customer oriented or even making the necessary actions to prevent this in the future. I truly worry about the reflection on Kansas City from visitors after they experience this hotel and restaurant. BOTTOMLINE...save your money, time, and go elsewhere. Pathetic!