Tom's Urban - Ilani Casino in Ridgefield

I would rate it a zero if I could Absolute WORST dining experience I've ever had. I made a Yelp account just to leave this review. I've worked as a server in a couple different restaurants for several years and have NEVER seen such a poorly managed restaurant.   Had a birthday party of 16, called 2 weeks in advance and made the reservation. When making the reservation we clarified if checks could be split as needed, and the staff on the phone said yes. When we got there, the restaurant had forgotten to reserve the tables and tried to put us all in separate booths. So we waited 20 mins for some tables to open up instead. Told the server  we'd be on separate checks (as couples) and was told that would be no problem.          WAITED 40 minutes to get our first drink and TWO HOURS for our food!   No apologies, nothing. I've never seen anything like it. We were told we'd have two waiters, we had one. The server clearly doesn't know how to number seats because when drinks and food came out, the random servers bringing it would just yell out at us and no one could hear, so the servers would just randomly leave the drinks and food on the tables for us to sort out. One couple left to go to the bathroom since we had waited so long for food, and they had ordered hot food, and the server just left there food at their seats for them. Instead of bringing it back out once they...

Could have been better today..got our food..I'm on a certain diet so was very distinct on how I wanted it..grilled chicken club..no mayo..no cheese..no avacado..no bacon..it came with all of the above...I sent it back..my husband ordered a hamburger well...it was burned to a crisp. He sent it back..I got my order..& my husband waited..& waited .we shared my chicken sand..was ready to go & they brought his lunch..now look..things happen but..seriously??? They offered it to us to go....we declined..took it off the bill ..so our one chicken sandwich was only $19...what a deal..no to Tom's again..lots of other choices at ilanai..I finally got a meal out..so why you might as  when we got home did I still have to cook. ..BECAUSE WE WERE HUNGRY!!

Disappointed by our visit. Was given 4oz glasses and a pitcher of water. I've been to other establishments where they are constantly wrangling glasses, not at Tom's. Manager asked if she could get us anything other than big glasses and basically laughed it off. One of our sets of silverware was incomplete with a knife missing. One of the servers said they were having problems with silverware getting thrown away. You all need to get back to the basics. Food was ok, just ok. Good luck, there's plenty of options at ilani.