It took 30 minutes for our food. Yes they were busy due to a football game. So I'm giving them a little grace. The service was terrible, the young man actually took his hat off a couple of times and rubbed his hands through his hair. When he went to grab our cups I said please don't do that you really should go wash your hands. He totally ignored me. Are chicken tenders were cold and hard and the sweet potato waffle fries or terrible. I think they've been sitting for quite a while they were very cold and hard. I will never go back.
Atmosphere: 1
Food: 1
Service: 1
Alysha Bray
Gross! Microwaved fast food at best! Dude working the counter tonight had something majorly wrong with him. He was rubbing his hands through his hair and picking at his arms. When asked by my party to wash his hands, he acted like he didn't know what that meant and kept taking orders. Barf!
Atmosphere: 1
Food: 1
Service: 1
Rebecca Smith
The was a young woman named Sol who was asked by another worker if he could receive help and instead of helping she walked to the back and made some joke with the cook . Then came out after the young man running the counter already cleared up what was going on in the front . She is very rude and in my opinion extremely lazy . Not worth what you pay her that’s for sure
Service: 1
Sim Rapoport
UPDATE: After receiving the reply below some days ago, I emailed as requested — twice now — but have not received any kind of response.
ORIGINAL POST: I have ordered Oreo milkshakes at Smashburger before and they have been thick with lots of pieces of Oreos and with whipped cream. This time, very thin with no pieces of Oreos and no whipped cream. Quite disappointing. I brought it back and the counter guy reached in the freezer and pulled out and gave me another one which was no better. I threw them both away. They should not be pre-made, they should be thick, they should have Oreo pieces in them, and they should be topped with whipped cream.
Also, the counter area was dirty and full of garbage as was the floor, and the nearby trash cans and tables were overflowing with garbage and old food.
Do better!
Atmosphere: 1
Food: 1
Service: 1
Brian Tropp
The front counter can care less about service. 1 speed no acknowledgment and just plain slow.
Atmosphere: 1
Food: 2
Service: 1
Noori Al mahmud
Very bad customer service
Atmosphere: 5
Food: 3
Service: 1
Maryjane Shearer
Getting smaller
Atmosphere: 5
Food: 4
Service: 5
Ashley Jeppesen
I was in today for a juicy burger and was SO impressed with the staff. They were slammed. But the gentleman at the register was super kind, always smiling, very efficient and fast, checked in with his coworkers frequently, and was sure to as the guests how their day was going etc. I’ve honestly not seen this sort of speed and accuracy in a long time. He and the other staff made the wait more pleasant and understandable. Very impressive! 8/10/25
Recommended dishes: Hamburger, Fries
C Shine
Decent portion to each patty, cooked well but not over done. Sweet pickles is always a favorite. Can ditch the bun (but their bun is a perfect match) for lettuce if need be.
Visited twice. Rude staff the first time but very nice the second. Chicken strips and shake were good enough to eat but never to order again. Second time I had a burger that was barely a step above a Wendy's burger including being a little cold. Fries were way undercooked but somehow greesy. Would recommend if other places in the casino are open.
Atmosphere: 2
Food: 2
Service: 3
H Berrigan
Seriously good burgers but seriously terrible service. No urgency or mind to customers. Waited in a line of 4 groups and it took 45 minutes and one group leaving to even place our order.
Atmosphere: 5
Food: 5
Service: 1
Juno Pdx
The first order was at 11am on July 12. My husband ordered two burgers. The meat inside was not cooked. My husband did not notice and ate the whole burger. I found that the meat was raw when I took the first bite. I told the kitchen staff. The lady in the kitchen took a look and immediately threw away my burger and said she would make another one for me. I told them that my husband had finished his burger and I was worried that he would have stomach discomfort. After returning home, my husband started to have stomach discomfort and diarrhea.
Joseph Jaramillo
Absolutely the slowest service of any Smashburger in the planet. It takes an average of 5 minutes in line per order. That's just to have your order taken. You then get to watch your food get cold sitting on the counter while other employees joke around and clearly waste time.
Great food but seriously the absolute worst service you're going to find at Ilani. They should be ashamed. The managers should be fired. The franchise owner should lose their license.
See my photo. Counter full of food. Employees to the side joking around.
Atmosphere: 3
Food: 5
Service: 2
JULIE REDINGER
Ordered pickup on the phone because online wasn’t available. Ordering went well and easy, nice customer service. I don’t know what other people were getting that we weren’t. Food was terrible. My burger tasted like bleach & smelled like rotten meat. I couldn’t eat more then one bite. I kept trying to get myself to try again, maybe i was wrong but it smelled so bad i couldn’t get near it. My husband threw his away after a bite also and my bits wouldn’t eat theirs either. We also ordered a “basket of fries” we were told that was the big order of fries. It came as a tiny pile of fries at the bottom of our bag. Hate to see what a small order is and why wasnt the order put in something like a basket as advertised or a bag or a fry cup/carton I see in others people’s pictures? I don’t know. I feel bad to write a bad review but I was looking forward to a burger not from a chain restaurant. Very disappointed. Seems hard to screw up a burger. I couldn’t even take a second bite. I sure hope others have better experiences but mine & my families was not pleasant.
There smash tots are really good
Atmosphere: 5
Food: 5
Service: 5
It took 30 minutes for our food. Yes they were busy due to a football game. So I'm giving them a little grace. The service was terrible, the young man actually took his hat off a couple of times and rubbed his hands through his hair. When he went to grab our cups I said please don't do that you really should go wash your hands. He totally ignored me. Are chicken tenders were cold and hard and the sweet potato waffle fries or terrible. I think they've been sitting for quite a while they were very cold and hard. I will never go back.
Atmosphere: 1
Food: 1
Service: 1
Gross! Microwaved fast food at best! Dude working the counter tonight had something majorly wrong with him.
He was rubbing his hands through his hair and picking at his arms. When asked by my party to wash his hands, he acted like he didn't know what that meant and kept taking orders.
Barf!
Atmosphere: 1
Food: 1
Service: 1
The was a young woman named Sol who was asked by another worker if he could receive help and instead of helping she walked to the back and made some joke with the cook . Then came out after the young man running the counter already cleared up what was going on in the front . She is very rude and in my opinion extremely lazy . Not worth what you pay her that’s for sure
Service: 1
UPDATE: After receiving the reply below some days ago, I emailed as requested — twice now — but have not received any kind of response.
ORIGINAL POST: I have ordered Oreo milkshakes at Smashburger before and they have been thick with lots of pieces of Oreos and with whipped cream. This time, very thin with no pieces of Oreos and no whipped cream. Quite disappointing. I brought it back and the counter guy reached in the freezer and pulled out and gave me another one which was no better. I threw them both away. They should not be pre-made, they should be thick, they should have Oreo pieces in them, and they should be topped with whipped cream.
Also, the counter area was dirty and full of garbage as was the floor, and the nearby trash cans and tables were overflowing with garbage and old food.
Do better!
Atmosphere: 1
Food: 1
Service: 1
The front counter can care less about service. 1 speed no acknowledgment and just plain slow.
Atmosphere: 1
Food: 2
Service: 1
Very bad customer service
Atmosphere: 5
Food: 3
Service: 1
Getting smaller
Atmosphere: 5
Food: 4
Service: 5
I was in today for a juicy burger and was SO impressed with the staff. They were slammed. But the gentleman at the register was super kind, always smiling, very efficient and fast, checked in with his coworkers frequently, and was sure to as the guests how their day was going etc. I’ve honestly not seen this sort of speed and accuracy in a long time. He and the other staff made the wait more pleasant and understandable. Very impressive! 8/10/25
Recommended dishes: Hamburger, Fries
Decent portion to each patty, cooked well but not over done. Sweet pickles is always a favorite. Can ditch the bun (but their bun is a perfect match) for lettuce if need be.
Atmosphere: 3
Food: 4
Service: 4
Restaurantji Recommends
Visited twice. Rude staff the first time but very nice the second. Chicken strips and shake were good enough to eat but never to order again. Second time I had a burger that was barely a step above a Wendy's burger including being a little cold. Fries were way undercooked but somehow greesy. Would recommend if other places in the casino are open.
Atmosphere: 2
Food: 2
Service: 3
Seriously good burgers but seriously terrible service. No urgency or mind to customers. Waited in a line of 4 groups and it took 45 minutes and one group leaving to even place our order.
Atmosphere: 5
Food: 5
Service: 1
The first order was at 11am on July 12. My husband ordered two burgers. The meat inside was not cooked. My husband did not notice and ate the whole burger. I found that the meat was raw when I took the first bite. I told the kitchen staff. The lady in the kitchen took a look and immediately threw away my burger and said she would make another one for me. I told them that my husband had finished his burger and I was worried that he would have stomach discomfort. After returning home, my husband started to have stomach discomfort and diarrhea.
Absolutely the slowest service of any Smashburger in the planet. It takes an average of 5 minutes in line per order. That's just to have your order taken. You then get to watch your food get cold sitting on the counter while other employees joke around and clearly waste time.
Great food but seriously the absolute worst service you're going to find at Ilani. They should be ashamed. The managers should be fired. The franchise owner should lose their license.
See my photo. Counter full of food. Employees to the side joking around.
Atmosphere: 3
Food: 5
Service: 2
Ordered pickup on the phone because online wasn’t available. Ordering went well and easy, nice customer service. I don’t know what other people were getting that we weren’t. Food was terrible. My burger tasted like bleach & smelled like rotten meat. I couldn’t eat more then one bite. I kept trying to get myself to try again, maybe i was wrong but it smelled so bad i couldn’t get near it. My husband threw his away after a bite also and my bits wouldn’t eat theirs either. We also ordered a “basket of fries” we were told that was the big order of fries. It came as a tiny pile of fries at the bottom of our bag. Hate to see what a small order is and why wasnt the order put in something like a basket as advertised or a bag or a fry cup/carton I see in others people’s pictures? I don’t know. I feel bad to write a bad review but I was looking forward to a burger not from a chain restaurant. Very disappointed. Seems hard to screw up a burger. I couldn’t even take a second bite. I sure hope others have better experiences but mine & my families was not pleasant.
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