Worst customer service. Tried to call multiple times for reservation and nobody answered. Showed up to the restaurant and they said that the only seating they had was 10 PM. Worst experience I’ve ever had. Do not go here
Christine Isley
I'm going to go ahead and give this place a big fat "zero". Kinda upset rn. I drove 20 minutes out of my way. They close at 11. I arrived by myself at 1010pm only for the hostess to tell me that they have stopped taking reservations. I said, "Great, I'm not here to eat. I just want 1 drink so I can mark this off my list. I don't live in the area". She apologized.
Public service announcement.... Don't apologize when you're not sorry!!! 😡
There was PLENTY of time to make an exception, to show good customer service, so I could feel welcomed. I tip well. Im actually glad I saved my money from an overpriced drink and tip. What a waste of gas and time.
Service: 1
Taylor Hawker
This was my 3rd visit to Undertow Gilbert. Overall the atmosphere and service are still worth the visit, but I was disappointed with my cocktail presentation. I ordered something new to me (passion fruit mojito) and it arrived in a plane glass with no garnish or anything to spice up the experience. My husbands came with a smoke show (that I believe used to be presented in a treasure chest).
We LOVE visiting novelty tiki bars and while the atmosphere is unbeatable, we were a little disappointed in the lack luster drink presentation and lack of “tiki” style mugs.
Atmosphere: 5
Food: 3
Service: 5
Sarah Morgenthaler
Very frustrated. We are driving through town and went out of our way to check out undertow. We arrived at 10:40 and they let us know they were closing. The hours state midnight on the website, yelp, and google so it is very frustrating to take a 30 minute detour to be turned away.
Service: 1
Matt M
Coolest bar in Arizona. Drinks are amazing. But one server and one bartender for the entire bar simply doesn't work.
Atmosphere: 4
Food: 5
Service: 2
D Gredlein
Not my kinda place. It was loud and the drinks ranged from 16-21 bucks.
Robert DeRouin
Want to hear the same ear piercing bird sound effect every minute? you are in luck!
Atmosphere: 1
Food: 5
Service: 5
Jessica Kasten
Second time visiting, this time with a group and a reservation. Also pre-ordered the scorpion bowl (which was pretty cool, but lots of ice and the straws were very messy / drippy). We got seated in the booth which gave our party of 5 a good view of the bar. Everyone enjoyed. Loss of star because service was meh and they really emphasized the time limit, constantly. I get that's their model, but I just felt rushed from the second I sat down. We each had two drinks and plenty of time to enjoy and depart. You're paying for the vibes here and I'd say it's worth it once a year or so.
Atmosphere: 5
Service: 4
Jordan Beddo
Extremely disappointing experience. We came here to celebrate my husband's 30th birthday, and the evening was completely ruined by the rude and unprofessional hostess. From the moment we arrived, she treated us with unkindness and made us feel unwelcome. This kind of behavior is unacceptable, especially on what was supposed to be a special occasion. It’s a shame because we were excited to try this place, but her attitude made it clear that customer service is not a priority here. We would never recommend this establishment to friends or family. There are plenty of other cocktail lounges where guests are treated with respect—this is definitely not one of them.
Atmosphere: 4
Food: 4
Service: 1
Recommended dishes: Zombie
Megan White
Overpriced and uncomfortable! Tiny tiny tiny!!! Drinks are $20 a pop. Staff acts busy but not sure why? Or how??? More ice in the drink than anything else except maybe the mint in my mai tai!?!? I’m pretty sure I had a plant growing out of my drink!. I will give them that they have the good ice though! Loud Rock music in a tiki bar???? Weird? Just an unusual vibe!
Poor execution of a great idea. The place is great with amazing decor. The drinks are good. The experience is seriously diminished by the initial greeting and time limit, even when nearly empty. The bartender is overworked while the hostesses have Lorne to do but chat with each other. The 4% fee for staff benefits undercuts the positives of Undertow.
Ryan Flores
Undertow has a great atmosphere and the drinks were fantastic! Marcy gave us thorough explanations of all the drinks and their flavor profiles. I had the Goddess of Earth which had an interesting herbaceous flavor profile with a hint of buttermilk at the end that really brought it together and the Dos Noches de Luna which has a mezcal like liquor. The smokiness was very well balanced and resulted in a very tasty mix! My Wife had the Mai Tai and the Lei Lani Volcano, the Mai Tai was a nice twist on the classic cocktail and the Lei Lani Volcano tasted like a liquid dole whip! I would highly recommend a visit.
Atmosphere: 5
Service: 5
Enough Already
We've been here twice, but not coming back. I think it's a nice novelty and fun atmosphere. We thought the drinks and drink profiles were really thoughtful. They had a good variety of drinks outside of their regular menu. We wouldn't come back due to the horrible service we received both times. We assumed the first time was due to a very full bar, every seat was occupied in the place so we assumed exceedingly slow service was due to that reason. The second time we came in, the bar is mostly empty. One bartender was more concerned about getting everything cleaned and the other was talking to two guests the whole time we were seated. We received absolutely no service, check-in or even acknowledgement by either bartender for over 20 mins. There is a 90 min limit, we left within the hour and most of that was absolutely no service. We spent over $100 for two shots, two drinks, and a tonic. We left the bartender know we were unhappy with the service and instead of properly addressing it, he just took our second drink order and we left shortly thereafter. Save your money and aggravation and go someplace else.
Atmosphere: 5
Service: 1
Sarah Raible
This isn’t my favorite. The tables are teeny tiny and the drinks are all ice. It’s a huge bummer for the price. The drinks are yummy though. Just wish you got more than few sips out of them. The service fee for the reservation is odd as other places we have been to that also have a deposit do not have this fee attached. We like the other undertow location as they do not fill all with ice like this location.
Atmosphere: 3
Service: 5
Skylar Middleton
Very cool, unique and intimate atmosphere with fun drinks. Definitely get a reservation.
Worst customer service. Tried to call multiple times for reservation and nobody answered. Showed up to the restaurant and they said that the only seating they had was 10 PM. Worst experience I’ve ever had. Do not go here
I'm going to go ahead and give this place a big fat "zero". Kinda upset rn. I drove 20 minutes out of my way. They close at 11. I arrived by myself at 1010pm only for the hostess to tell me that they have stopped taking reservations. I said, "Great, I'm not here to eat. I just want 1 drink so I can mark this off my list. I don't live in the area". She apologized.
Public service announcement.... Don't apologize when you're not sorry!!! 😡
There was PLENTY of time to make an exception, to show good customer service, so I could feel welcomed.
I tip well.
Im actually glad I saved my money from an overpriced drink and tip. What a waste of gas and time.
Service: 1
This was my 3rd visit to Undertow Gilbert. Overall the atmosphere and service are still worth the visit, but I was disappointed with my cocktail presentation. I ordered something new to me (passion fruit mojito) and it arrived in a plane glass with no garnish or anything to spice up the experience. My husbands came with a smoke show (that I believe used to be presented in a treasure chest).
We LOVE visiting novelty tiki bars and while the atmosphere is unbeatable, we were a little disappointed in the lack luster drink presentation and lack of “tiki” style mugs.
Atmosphere: 5
Food: 3
Service: 5
Very frustrated. We are driving through town and went out of our way to check out undertow. We arrived at 10:40 and they let us know they were closing. The hours state midnight on the website, yelp, and google so it is very frustrating to take a 30 minute detour to be turned away.
Service: 1
Coolest bar in Arizona. Drinks are amazing. But one server and one bartender for the entire bar simply doesn't work.
Atmosphere: 4
Food: 5
Service: 2
Not my kinda place. It was loud and the drinks ranged from 16-21 bucks.
Want to hear the same ear piercing bird sound effect every minute? you are in luck!
Atmosphere: 1
Food: 5
Service: 5
Second time visiting, this time with a group and a reservation. Also pre-ordered the scorpion bowl (which was pretty cool, but lots of ice and the straws were very messy / drippy). We got seated in the booth which gave our party of 5 a good view of the bar. Everyone enjoyed. Loss of star because service was meh and they really emphasized the time limit, constantly. I get that's their model, but I just felt rushed from the second I sat down. We each had two drinks and plenty of time to enjoy and depart. You're paying for the vibes here and I'd say it's worth it once a year or so.
Atmosphere: 5
Service: 4
Extremely disappointing experience. We came here to celebrate my husband's 30th birthday, and the evening was completely ruined by the rude and unprofessional hostess. From the moment we arrived, she treated us with unkindness and made us feel unwelcome. This kind of behavior is unacceptable, especially on what was supposed to be a special occasion. It’s a shame because we were excited to try this place, but her attitude made it clear that customer service is not a priority here. We would never recommend this establishment to friends or family. There are plenty of other cocktail lounges where guests are treated with respect—this is definitely not one of them.
Atmosphere: 4
Food: 4
Service: 1
Recommended dishes: Zombie
Overpriced and uncomfortable! Tiny tiny tiny!!! Drinks are $20 a pop. Staff acts busy but not sure why? Or how??? More ice in the drink than anything else except maybe the mint in my mai tai!?!? I’m pretty sure I had a plant growing out of my drink!. I will give them that they have the good ice though! Loud Rock music in a tiki bar???? Weird? Just an unusual vibe!
Atmosphere: 2
Service: 1
Recommended dishes: Zombie
Restaurantji Recommends
Poor execution of a great idea. The place is great with amazing decor. The drinks are good. The experience is seriously diminished by the initial greeting and time limit, even when nearly empty. The bartender is overworked while the hostesses have Lorne to do but chat with each other. The 4% fee for staff benefits undercuts the positives of Undertow.
Undertow has a great atmosphere and the drinks were fantastic! Marcy gave us thorough explanations of all the drinks and their flavor profiles. I had the Goddess of Earth which had an interesting herbaceous flavor profile with a hint of buttermilk at the end that really brought it together and the Dos Noches de Luna which has a mezcal like liquor. The smokiness was very well balanced and resulted in a very tasty mix! My Wife had the Mai Tai and the Lei Lani Volcano, the Mai Tai was a nice twist on the classic cocktail and the Lei Lani Volcano tasted like a liquid dole whip! I would highly recommend a visit.
Atmosphere: 5
Service: 5
We've been here twice, but not coming back. I think it's a nice novelty and fun atmosphere. We thought the drinks and drink profiles were really thoughtful. They had a good variety of drinks outside of their regular menu. We wouldn't come back due to the horrible service we received both times. We assumed the first time was due to a very full bar, every seat was occupied in the place so we assumed exceedingly slow service was due to that reason. The second time we came in, the bar is mostly empty. One bartender was more concerned about getting everything cleaned and the other was talking to two guests the whole time we were seated. We received absolutely no service, check-in or even acknowledgement by either bartender for over 20 mins. There is a 90 min limit, we left within the hour and most of that was absolutely no service. We spent over $100 for two shots, two drinks, and a tonic. We left the bartender know we were unhappy with the service and instead of properly addressing it, he just took our second drink order and we left shortly thereafter. Save your money and aggravation and go someplace else.
Atmosphere: 5
Service: 1
This isn’t my favorite. The tables are teeny tiny and the drinks are all ice. It’s a huge bummer for the price. The drinks are yummy though. Just wish you got more than few sips out of them. The service fee for the reservation is odd as other places we have been to that also have a deposit do not have this fee attached. We like the other undertow location as they do not fill all with ice like this location.
Atmosphere: 3
Service: 5
Very cool, unique and intimate atmosphere with fun drinks. Definitely get a reservation.
Atmosphere: 5
Service: 5
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