We had planned a weekend away for Mother's Day, staying at Chateau Merrimack- massages at their spa in the morning and dinner at PINO for 7pm. Upon check in (4pm) they told us the restaurant would be closed, I asked how if we had a reservation, at first she seemed surprised we had a reservation. She said the chef had an emergency. I'm not sure how you close a whole restaurant with one person out. No heads up or email apologizing, no offer for to make things right. We picked this hotel for the convenience of the spa and restaurant. I am highly disappointed in the customer service and how it was all handled.
Corey
Overall we were very happy with our visit!!!! The staff was outstanding!!!! We would definitely try again!!!
Opentable Diner
Cheesecake was frozen. Food could be much better. I like the concept and could be good but needs to be better. Chicken parm was chewy and had a bitter taste. Not everything needs grated parm cheese on top.
Ryan Shanahan
First time google reviewer.
I’m not sure what the issue was. It was NOT DENISE, she was amazing.
Valentine’s Day dinner reservation @5.
Wasn’t able to leave until 8:20pm.
They charged me the Valentine’s Day special which included an appetizer, TWO entrees and a desert. They charged me for the Valentine’s Day special twice which ran my bill up to nearly $400.
Every person on the staff that I spoke to with the exception of the hostess had been there less than 7 days.
So an untrained staff + a staff that isn’t well informed on the specials they’re running.
I have no issue paying $400 and tipping HEAVY if the service and food match that price tag.
I’ll be regretting the decision to come here for a while now.
Denise if you read this you were awesome and I’m sorry you were left to be baptized by fire rather than getting the support EVERYONE needed.
The hostess did her very best to try and fix my issues but again I paid for the special 2x over. Please try to understand that when I’ve been waiting for a hour and a half for the bill upon never receiving deserts and then to be double charged regardless warranted this review.
I hope Denise thrives here.
This staff needs more support.
Atmosphere: 5
Food: 1
Service: 3
Mark Vasapolli
Absolute Disaster! Never book a special event again. They overbooked and made every excuse. The general manager should be fired!
Atmosphere: 1
Food: 1
Service: 1
mohammed hakari
Beyond Unacceptable – Worst Service I’ve Ever Experienced
I’ve dined at plenty of high-end restaurants, but the service at Pino was shockingly bad. My party was seated, but then completely ignored for an unbelievable hour and thirty-five minutes—just water, no server, no acknowledgment whatsoever. It was as if we were invisible.
For a place that markets itself as fine dining, this level of neglect is inexcusable. We weren’t just overlooked; we were flat-out disregarded. No restaurant—especially one in this price range—should treat guests with such blatant disrespect.
Save your time and money. Plenty of places offer great food and know how to treat their customers. This isn’t one of them. Note: 1 star is too high of a review for this place.
Atmosphere: 1
Food: 1
Service: 1
martha
the waitress Samantha was the highlight by far. She was so gracious, helpful and prompt. We felt very well cared for. The menu is a bit limited - would have liked to see some salads and other non pasta items. We had two pastas and both were very good and sized right! Great music playing - a bit loudly at first -- but they lowered it as soon as we asked. Overall great place for coxy dinner.
Susan
Great place especially if you live in the area. Easy to get a reservation, lots of parking , and the fireplace in the bar area is wonderful. The service is friendly and very good. The food was decent and reasonably priced. The drinks are very expensive though.
Trenton
Little bit of a wait even with a reservation but food was amazing and server was very nice, even got a complimentary dessert!
Virginia
It was Valentine's day so a wait is to be expected and understood but even with a reservation we had to wait an additional 45 minutes to be seated. We were still in good spirits and making the most out of the night but the food ended up being the worst part of the entire night. I had high expectations and was hoping for the best but ended up with a dry entree of pasta and sugary meat. I will not be going back but the ambiance and environment were nice, the entire staff were kind and making the best out of a busy night.
Made a reservation at the bar for 8pm on Valentines day, Arrived 10 mins early, was told there would be a 1/2 hr wait for a table. I let the hostess know that we had reservations at the bar and she seemed confused. She said to me that we would have to wait until a spot opened. Spoke to a few couples and they had been there for well over an hour. Another couple had wait at their table for over and hour and never saw a server. Turns out 2 of the coos called out so the kitchen was backed up, which is understandable. When we finally sat down, the drinks were good and the bar tenders were not horrible. The food was marginal at best. we had split a ribeye, it was flavorless unless you count propane as a flavor, the broccoli was over cooked and soft, and the potatoes were nothing to write home about. I may give it a try during a weeknight if I'm in the area to see if it improves but I would not go out of my way to come down again.
Mark
Our valentine dinner experience was a disaster. The general manager should be fired. Over an hour wait with reservations and not sitting at table. Other parties waiting 90 minutes even or more. At least 5 couples left when we walked out. On couple that had 6:30pm reservations sitting at there table had not gotten food by 8:30pm. Talked to GM and only excuses! He did not try to accommodate. They would not let us order an appetizer when we were waiting. This establishment should never host a special event
Zach
Got there at 7, our reservation was for 7:15. Was told it would be about 15 minutes, which was completely fine. We didn't get sat until 8pm and never saw a waiter/waitress, we walked out at 8:20. Horrible.
Daniel
This was one of the worst experiences I have ever had at a restaurant. Had reservations for 7:00pm and was told it would be about a 15 minute wait for a table. No problem. Went to the bar to grab a drink while we waited. The bar staff seemed to be trying hard but were unable to keep up with demand. 20 minutes waiting at the bar before they had time to your a drink order. We were still waiting for our table, they were running “a little behind”. Talking to other people waiting in the bar area, some were waiting well over an hour. The hostess had no explanation as we waited and waited. We watched as people who waited over an hour to be seated were coming out and telling us they were sitting for 30 minutes with no service at all and were bailing. At that point, after we had been waiting 90 minutes for our table and seeing how others were being treated, we decided to leave. We will not return to this poorly run establishment.
Cam
Ambiance was nice, great atmosphere. Had a reservation for 6:30 on Valentines. Showed up 15 minutes early. Wait staff never had us in a section, spoke to front manager to get a waiter. Got served at 6:45. Recieved drinks and app at 7:10. Finally got dinner before 8, as the meal arrived we asked for takeout boxes and the check. Ate the dinner at home. Very terrible experience especially for a major date night holiday. Won't be returning.
We had planned a weekend away for Mother's Day, staying at Chateau Merrimack- massages at their spa in the morning and dinner at PINO for 7pm. Upon check in (4pm) they told us the restaurant would be closed, I asked how if we had a reservation, at first she seemed surprised we had a reservation. She said the chef had an emergency. I'm not sure how you close a whole restaurant with one person out. No heads up or email apologizing, no offer for to make things right. We picked this hotel for the convenience of the spa and restaurant. I am highly disappointed in the customer service and how it was all handled.
Overall we were very happy with our visit!!!! The staff was outstanding!!!! We would definitely try again!!!
Cheesecake was frozen. Food could be much better. I like the concept and could be good but needs to be better. Chicken parm was chewy and had a bitter taste. Not everything needs grated parm cheese on top.
First time google reviewer.
I’m not sure what the issue was. It was NOT DENISE, she was amazing.
Valentine’s Day dinner reservation @5.
Wasn’t able to leave until 8:20pm.
They charged me the Valentine’s Day special which included an appetizer, TWO entrees and a desert. They charged me for the Valentine’s Day special twice which ran my bill up to nearly $400.
Every person on the staff that I spoke to with the exception of the hostess had been there less than 7 days.
So an untrained staff + a staff that isn’t well informed on the specials they’re running.
I have no issue paying $400 and tipping HEAVY if the service and food match that price tag.
I’ll be regretting the decision to come here for a while now.
Denise if you read this you were awesome and I’m sorry you were left to be baptized by fire rather than getting the support EVERYONE needed.
The hostess did her very best to try and fix my issues but again I paid for the special 2x over. Please try to understand that when I’ve been waiting for a hour and a half for the bill upon never receiving deserts and then to be double charged regardless warranted this review.
I hope Denise thrives here.
This staff needs more support.
Atmosphere: 5
Food: 1
Service: 3
Absolute Disaster! Never book a special event again. They overbooked and made every excuse. The general manager should be fired!
Atmosphere: 1
Food: 1
Service: 1
Beyond Unacceptable – Worst Service I’ve Ever Experienced
I’ve dined at plenty of high-end restaurants, but the service at Pino was shockingly bad. My party was seated, but then completely ignored for an unbelievable hour and thirty-five minutes—just water, no server, no acknowledgment whatsoever. It was as if we were invisible.
For a place that markets itself as fine dining, this level of neglect is inexcusable. We weren’t just overlooked; we were flat-out disregarded. No restaurant—especially one in this price range—should treat guests with such blatant disrespect.
Save your time and money. Plenty of places offer great food and know how to treat their customers. This isn’t one of them.
Note: 1 star is too high of a review for this place.
Atmosphere: 1
Food: 1
Service: 1
the waitress Samantha was the highlight by far. She was so gracious, helpful and prompt. We felt very well cared for. The menu is a bit limited - would have liked to see some salads and other non pasta items. We had two pastas and both were very good and sized right! Great music playing - a bit loudly at first -- but they lowered it as soon as we asked. Overall great place for coxy dinner.
Great place especially if you live in the area. Easy to get a reservation, lots of parking , and the fireplace in the bar area is wonderful. The service is friendly and very good. The food was decent and reasonably priced. The drinks are very expensive though.
Little bit of a wait even with a reservation but food was amazing and server was very nice, even got a complimentary dessert!
It was Valentine's day so a wait is to be expected and understood but even with a reservation we had to wait an additional 45 minutes to be seated. We were still in good spirits and making the most out of the night but the food ended up being the worst part of the entire night. I had high expectations and was hoping for the best but ended up with a dry entree of pasta and sugary meat. I will not be going back but the ambiance and environment were nice, the entire staff were kind and making the best out of a busy night.
Restaurantji Recommends
Made a reservation at the bar for 8pm on Valentines day, Arrived 10 mins early, was told there would be a 1/2 hr wait for a table. I let the hostess know that we had reservations at the bar and she seemed confused. She said to me that we would have to wait until a spot opened. Spoke to a few couples and they had been there for well over an hour. Another couple had wait at their table for over and hour and never saw a server. Turns out 2 of the coos called out so the kitchen was backed up, which is understandable. When we finally sat down, the drinks were good and the bar tenders were not horrible. The food was marginal at best. we had split a ribeye, it was flavorless unless you count propane as a flavor, the broccoli was over cooked and soft, and the potatoes were nothing to write home about. I may give it a try during a weeknight if I'm in the area to see if it improves but I would not go out of my way to come down again.
Our valentine dinner experience was a disaster. The general manager should be fired. Over an hour wait with reservations and not sitting at table. Other parties waiting 90 minutes even or more. At least 5 couples left when we walked out. On couple that had 6:30pm reservations sitting at there table had not gotten food by 8:30pm. Talked to GM and only excuses! He did not try to accommodate. They would not let us order an appetizer when we were waiting. This establishment should never host a special event
Got there at 7, our reservation was for 7:15. Was told it would be about 15 minutes, which was completely fine. We didn't get sat until 8pm and never saw a waiter/waitress, we walked out at 8:20. Horrible.
This was one of the worst experiences I have ever had at a restaurant. Had reservations for 7:00pm and was told it would be about a 15 minute wait for a table. No problem. Went to the bar to grab a drink while we waited. The bar staff seemed to be trying hard but were unable to keep up with demand. 20 minutes waiting at the bar before they had time to your a drink order. We were still waiting for our table, they were running “a little behind”. Talking to other people waiting in the bar area, some were waiting well over an hour. The hostess had no explanation as we waited and waited. We watched as people who waited over an hour to be seated were coming out and telling us they were sitting for 30 minutes with no service at all and were bailing. At that point, after we had been waiting 90 minutes for our table and seeing how others were being treated, we decided to leave. We will not return to this poorly run establishment.
Ambiance was nice, great atmosphere. Had a reservation for 6:30 on Valentines. Showed up 15 minutes early. Wait staff never had us in a section, spoke to front manager to get a waiter. Got served at 6:45. Recieved drinks and app at 7:10. Finally got dinner before 8, as the meal arrived we asked for takeout boxes and the check. Ate the dinner at home. Very terrible experience especially for a major date night holiday. Won't be returning.
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