My first visit to The Otter restaurant, nestled within the chic Manner Hotel in SOHO, was initially a delightful venture into modern cuisine. The restaurant’s aesthetic caught me off guard; it was sleek, contemporary, and exuded an exquisite charm that promised an enjoyable dining experience. Accompanied by a colleague from the hospitality industry, as regular customer. I felt the excitement of indulging in culinary artistry.

The atmosphere was vibrant, filled with the buzz of conversation and the aroma of delicious food wafting through the air. Everything seemed to be going smoothly as we settled in and perused the menu, soaking in the elegant surroundings. But the tranquility soon took a sharp turn.

As our server approached, she inquired about any allergies. I confidently stated that I had none, but my colleague, aware of his seafood allergy—specifically to oyster cautiously communicated this crucial detail. We felt reassured that the staff would take care to accommodate us.

However, what happened next turned our pleasant anticipation into a moment of sheer horror. After placing our orders, tension began brewing when I noticed my colleague’s expression change. He glanced nervously at his plate as the server returned with our meals, and I could sense his unease.

To my disbelief, there, nestled amongst the beautifully plated dish, had oysters in small amounts—a hidden danger in what was supposed to be a safe meal. Panic surged through me as my mind raced. Could something so small lead to a serious allergic reaction? I quickly flagged down the server, who seemed oblivious to the severity of the situation.

The server’s apologetic demeanor did little to alleviate the situation; we were left in a state of disarray as they whisked away the offending dish, creating waves of uncertainty. My colleague, visibly shaken, was forced to rely on the team’s swift actions to ensure his safety. The potential for a life-threatening incident hung in the air, turning what should have been a joyous experience into a terrifying ordeal.

While the restaurant’s ambiance remained stunning and the staff ultimately addressed the error, we couldn’t shake off the anxiety of that moment. It served as a stark reminder of the importance of clear communication in the hospitality industry, especially regarding food allergies.

Having had a difficult experience during my first visit to The Otter restaurant at the Manner Hotel, I was grateful when the manager reached out to invite me back. He kindly offered to comp the meal in hopes of redeeming my perception of the establishment, and I was optimistic about giving it another try.

However, my second experience turned out to be just as disappointing. Upon arriving, we were greeted by our server, who seemed friendly but didn’t inquire about any allergies or dietary restrictions – an oversight that set the tone for the evening. We made our dietary requirements clear from the outset: no meat or pork, emphasizing our need for careful attention to these requests.

Unfortunately, despite our clear communication, the server failed to ensure that our needs would be met. When our meals arrived, I was dismayed to discover that my dish contained pork, which was both surprising and frustrating. This oversight revealed a lack of attention to detail and care that one would expect from a dining establishment, especially my colleague that I invited is Muslim, and she took a small bite unbeknown, the vegetable corn dish had pork in it I was devastated and after having been offered a second chance.

 My colleague and I were so sick for a week long vomiting & diarrhea stomach hurting and cramping crazy due to this terrible terrifying experience that I had with The Otter after we discover the dish isn’t in fact vegan and contained bacon. I told the server she begins to fraternize with other staff talking and pointing at our table laughing and making a terrifying moment feel even worst by laughing & acting as if my concern was a joke. I never in my life ever felt like this humiliation & disgusting fear from a restaurant. While I appreciate the manager’s attempt to make amends by inviting us back, this experience has left me feeling disheartened. Dining out should be a pleasure, free from concerns about dietary mishaps. It’s clear that there’s still work to be done in ensuring that all guests feel heard and accommodated.

I hope that The Otter restaurant takes this feedback to heart and improves its service in the future. After two disappointments, I’m unsure if I’ll return again.