The Keg Steakhouse + Bar - Niagara Falls Courtyard Marriott

Our server is rude, not attentive, and knowledgeable in service. This supposed to be a 60th celebration of my mother but we leave very unhappy overall.

Anniversary dinner place 20+ years..service always excellent...no complaints about atmosphere, wine 100%, dessert excellent...but I'm afraid we need to find a new place to celebrate. We keep giving the kitchen a chance to redeem itself, but too many times in the past 10 years, our mains have been undercooked (meat and veggies). Most recently, we sent it back, and a long while later it came out prerty much blackened. Manager came out and offered to comp one of the mains and apologized (saying guys in the kitchen were really busy...as has happened a few times in the past...in a $$-$$$ restaurant, the paying customers should never hear that (or any other excuse)...anyway, we'll just have to start a new tradition 🙂

prices higher end hostess excellent server nice but could have been a touch more on it steak was very good and cooked too perfection which is often not done correctly. salad very good twice baked potatoe was not hot and not the best french onion soup did not hit spot for me atmosphere dark, cozy, contemporary nice I would return

Food was great. Service was great. My wife and I were celebrating our anniversary and the waitress gave us a complimentary dessert for our celebration!

Jenna was our waitress. I have a food allergy and Jenna was so concerned about it and checked with the kitchen staff on what I wanted to order. It has something I can't have and they made it a different way. The supervisor came out as well and triple checked for my allergies and they accommodate my meal and the service was top notch. Definitely coming back here. Other places have not done this for me.

My steak was cooked perfectly, exactly how I like it. Medium rare. The grilled shrimp was delicious! Everything tasted so good and the service was impeccable as always.

Fantastic service and food! Brought our American friends for their first experience at The Keg. They had a great time!

Always great food at the Keg. Isabelle was a great server, pleasant, cheerful and made sure to always check on us.

This was a major disappointment for my 65th birthday dinner. Service was extremely slow. We waited a long time for drinks then appetizers then again for food. My wife loves rare prime rib and will take medium rare beef. We had earlier reservation to get fresh cut. It came to the table medium well towards well. No red barely a hint of pink at very centre. It was dry as well. They substituted something else off menu listing as her veggie without asking. My family had brought a cake so their free dessert was not offered or used. They took nothing off bill as customer accommodation. Worst keg experience of our lives. We will not be back in foreseeable future. What a disappointment for whole family.

Atmosphere: 2

Food: 1

Service: 1

Food and service were great

Atmosphere: 5

Food: 5

Service: 5

Recommended dishes: Caesar Salad, Escargot, Steak Filet, Lobster Plate

Came here tonight for dinner around 6:15ish, seated very quickly. We sat in the bar area as wait times for the dinning room was 30 plus minutes… no biggy. Our server was amazing! Having an allergy isn’t always easy while going out and he was extremely careful, making sure to double check with mangers and kitchen staff making sure it was Gluten free. Even tho we went to a steak house our steaks didn’t even come out properly cooked, one raw on the inside. Had to send both meals back and still got it wrong when they came back. Server was extremely apologetic, I get it working in the restaurant industry if you don’t have good kitchen staff or properly trained then it’s hard for a server!
For management if a customer is having medical emergency/ crisis, where emergency responders come into the building. I’m sorry but train yourself and staff properly not to go chatter about it infront of customers so everyone needs to go look or make inappropriate comments after.

Atmosphere: 1

Food: 1

Service: 5

Shelby the waitresses was very unprofessional on November 17th ! Very racist and used discriminatory language against someone who was not of Ill of any disabilities but yet called out the individual at the table . This should be a offence as now the young lady is not anxious of how people may perseve her.

DO NOT GO HERE

The server Shelby called someone autistic at the table and refused service. Was said OUT LOUD in front of everybody. Is this really the type of people The Keg employs?

Atmosphere: 1

Food: 1

Service: 1

Oh, Shelby, where do I even begin? A gold star for making this one of the most memorable dining experiences—for all the wrong reasons. You really outdid yourself! Not only did you ooze attitude and rudeness from the moment we sat down, but you managed to set a new bar for how not to treat guests. Bravo!!!

Let me enlighten you on something that might blow your mind: when you’re working in hospitality, especially serving guests, a positive attitude is literally the bare minimum. But apparently, smiling and basic respect are optional in your world. Serving us must have been the highlight of your day, huh? Because for us, it was the absolute low point of ours. Never in my wildest dreams did I imagine I’d leave a restaurant wondering how someone like you was hired in the first place.

Let’s talk specifics, shall we? You stormed over to the table, loudly and unapologetically airing personal grievances in front of everyone. Privacy and decorum? Nope, not in Shelby’s handbook. And then, the pièce de résistance: outright discrimination. Refusing service based on bias? Disgusting. But wait—it gets better. When asked for a manager, you stood there like the picture of indifference, dripping attitude, and refused to get one. Ego much? Pride much? Let it down Shelby, you work at the keg, relax. Stellar professionalism.

And the cherry on top? Falsely accusing someone of being intoxicated. Do you even have your Smart Serve certification? Were you trained at all, or did someone just hand you an apron and wish you luck? Pro tip: if there are zero signs of intoxication, maybe don’t pull accusations out of thin air. Weird behavior, Shelby. Really weird.

But why stop at Shelby when DJ Alexander swooped in to join the fiasco? The so-called “manager” was no better. Instead of apologizing, they decided to play defense attorney for Shelby, complete with rebuttals and attitude. Newsflash: guests don’t come to restaurants to be dismissed, gaslit, and talked down to. A simple, genuine apology and attempt to make things right would’ve gone a long way. But no, professionalism clearly wasn’t on the menu that day.

To sum it up, the actions of your staff—Shelby, DJ Alexander, and even Chris—were beyond unprofessional; they were discriminatory, disrespectful, and downright appalling. What should have been a joyous birthday celebration turned into a humiliating disaster, courtesy of your team’s behaviour. The Keg used to stand for quality and great service, but this experience was a total disgrace.

Congratulations, Shelby and team. You’ve turned customer service into an art form—just not the good kind.

Atmosphere: 1

Food: 1

Service: 1

If zero stars was a thing, that's what this Keg location would get because 1 is even being too nice considering the horrible experience my group and I faced! Chris and Shelby are the perfect duo—perfectly unprofessional, perfectly rude, and perfectly incapable of handling even the simplest aspects of customer service!!!
What was meant to be a memorable celebration turned into an evening filled with frustration and disbelief, courtesy of Shelby and the team at The Keg. The lack of professionalism, basic respect, and sensitivity displayed during our visit was nothing short of appalling.

Our group faced issues from the very beginning. Shelby’s cold demeanor set the tone, and it only went downhill from there. One of our guests was wrongly refused service based on unfounded assumptions, with no effort made to discreetly address the situation. Instead of listening or showing any understanding, Shelby returned to the table and made deeply inappropriate, discriminatory comments in front of everyone. It was humiliating and completely unacceptable.

To make matters worse, the manager, Chris, was equally unhelpful. Instead of de-escalating or apologizing for Shelby’s behaviour, they defended her actions and dismissed our concerns with an air of condescension. The opportunity to address the issue with dignity and professionalism was not only missed—it was blatantly ignored.

What could have been resolved with empathy and understanding spiraled into an unmanageable situation. Our guest was left in tears, our group was deeply uncomfortable, and the celebration was ruined. We were even forced to pay for the uneaten appetizers we had barely touched before leaving.

This experience reflects a shocking disregard for inclusivity, respect, and basic hospitality. The actions of Shelby and Chris, along with the lack of accountability from the management team, are a glaring red flag for any customer who values dignity and fair treatment.

Until The Keg takes significant steps to retrain its staff and address these issues with genuine seriousness, it is impossible to recommend this location—or, frankly, this brand—to anyone. What should have been a simple evening out turned into a reminder of the importance of holding businesses accountable for their treatment of guests.

Atmosphere: 1

Food: 1

Service: 1