Only a quick update and not a proper review today... While we had waited with anticipation for Ilona Staller to open on Carlise Street (finally a decent eatery in our immediate area!) we were incredibly disappointed upon visiting for lunch in December.
The food itself was beautiful. We had three pasta dishes plus a couple of sides and several drinks, which is not bad (from their point of view) for a walk in of three people on a Saturday afternoon.
The decor is beautiful - they have done a wonderful job in renovating what used to be a Red Rooster! It is a comfortable and interesting space to sit in for several hours.
Unfortunately, the service was some of the worst I've had in Melbourne - ever. We experienced several strange incidents, including a waitress hovering near our table and commenting on our private conversation, although clearly unwelcome, and another server accidentally pouring water on our table and wandering off without apologising or filling any of the other glasses. We were asked four times if we'd like to order, in quick succession,, despite asking the wait staff multiple times to give us some time to decide. In contrast, we had to wait 20 minutes for our dirty plates to be cleared away and another 15 minutes to be offered coffee/dessert. At the end of our meal we were shortchanged. Only by a few dollars but really unacceptable. Small incidents like that that really detracted from our experience.
The strangest incident (which I personally found hilarious) was that the hand wash in the bathrooms (which were stunning) was located on top of the hand towels, and above head height. Very odd.
Worst of all was the response we had from Ilona Staller when we sent them an email with feedback. We rarely, if ever, send emails commenting on service or mentioning complaints when dining, as its such an objective opinion and we all work in/have worked in the industry. However in this case we made the effort to do so and sent a very brief, non-specific email commenting on service. Here is the response we got:
Sorry to hear you had a slightly negative experience at Ilona Staller on the weekend.
As you know, we have only been open less than 2 weeks, and as such all systems we are putting in place to ensure our locals enjoy eating and drinking here are still being sorted out. Sorry to hear the service let you down; our aim is to ensure that there is a staff member in sight at all times, so while you mentioned ‘hovering’, we like to think someone can assist you should you require something. As there is nowhere out of sight for the waiting staff to ‘hide’ and we had 5 staff on Saturday lunch, it seems difficult to believe they were ‘nowhere to be found’.
In regards to the shortchange on the bill, it would have been a genuine oversight, and I wish you had mentioned on the day so we could have rectified it immediately, as you would in any retail transaction.
I hope you do not let this initial experience prevent you from returning, as we are genuine in our wish to ensure everybody leaves having the best experience possible. If not, then maybe Ilona Staller is not for you.
Regards
The sarcastic nature of this response did not leave us feeling that they were sorry at all that our experience was not positive. In fact, its left us feeling that they are not interested in feedback at all and are not at all apologetic.
I guess its back to the good ole Carlise Street Wine Bar when we want a nice bite to eat that's local!
