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Brand

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Brand Review

This steak restaurant cum nightclub livens up Monte Carlo's slightly staid image. Brand succeeds on a winning combination of playful cocktails (try Heat of the Moment: fresh lime, passion fruit, and Fresno chilies, mixed with Patron Silver tequila), hipster aesthetic, and a skillfully balanced menu of classic cuisine. Ask your server for bread; it's complimentary upon request. The interactive Hot Rocks is a fun starter: thin slices of seasoned sirloin are brought tableside, along with an 800-degree volcanic rock on which to cook them. Mains might range from penne pasta with peas, prosciutto, and parmesan cream, to a stuffed 2-pound lobster, to the "ultimate" 120-ounce steak for six. Complete your meal with a slice of Kentucky butter cake with vanilla ice cream and bourbon-caramel sauce.

    Restaurant Details

  • No lunch.
Updated: 05-14-2013

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    Brand Review

    I am writing to express my extreme disappointment and anger about my dining experience at the steakhouse Brand in the Monte Carlo casino in Las Vegas.

    My husband and I, who were staying at the Monte Carlo, made reservations to eat there on 2/24/2012 at 6pm. When we arrived we were escorted through the almost empty restaurant, down a stair and around the corner to what appeared to be a hallway from the kitchen into the restaurant and seated at a two top. We were both a little surprised that we had gotten such poor seating, considering we had a reservation and the restaurant was empty, but we decided not to complain since we didn’t want to spoil the evening, or receive poor service as punishment. My husband actually joked that it felt like we were at the kiddy table.

    After our waiter arrived I gave him the voucher the hotel concierge had supplied me that gave us a free hot rock appetizer. He took the voucher and our drink order and shortly arrived back with the food and drinks as well as a glass of water for each of us. Once we’d finished and ordered salads the restaurant began to fill up and I started to see wait staff scurrying back and forth from the kitchen carrying bread and butter and water pitchers. No one ever offered either refills on our water or bread for our table. I ate my salad and the bowl was taken away and my husband finished his French onion soup and that was cleared.

    Our steaks came out and the waiter asked if everything was ok. We said it was fine and then started to cut into them. My medium steak was cooked acceptably, my husband (who ordered his cooked as rare as it could be) noticed that his steak was also cooked medium. I looked around for our waiter and saw that he was standing by the POS terminal (a station I started to notice that he rarely left) and waved him over. He apologized, agreed the steak was overcooked and took the plate away. While the steak was being corrected my husband and I decided I should eat my meal. I dished out the potatoes and asparagus we were sharing and finished eating. When his steak came out I was sitting with an empty plate in front of me. The waiter and the manager came over to deliver the corrected steak and somewhat tersely insisted that my husband cut into in front of them. Upon hearing that the steak was cook correctly this time they disappeared, leaving us with two cold sides that had been sitting for at least 15 minutes and nothing to drink, not even water, and an empty plate in front of me. My husband, who already felt extremely embarrassed at having to send his food back, ate dutifully. He commented to me that even properly cooked it wasn’t the best steak he’d ever eaten and that the sides were a disappointment since they were cold. Wait staff and bussers appeared to bypass our table as if we had the plague. No one would meet our eyes, no one would stop with their pitchers of water, and no one asked if we were satisfied or wanted anything else.

    Eventually, my husband’s plate was cleared and we were offered a dessert menu. At this point I just wanted to leave. I asked for the bill and it came. That is when my blood pressure spiked and I thought I was going to have a stroke right there at our crappy little kid’s table in the hallway. Not only was there no attempt to compensate us for the inconvenience of dealing with an improperly cooked steak, we were actually being charged for the appetizer I’d given the waiter a voucher for. I immediately asked our waiter to bring over the manager. Five minutes later our waiter hustled back to let me know he’d given me the wrong check and at that point he asked if we’d like more water.

    The manager arrived and introduced himself as Chris. When I went through my issues step by step, and instead of saying, “I’m sorry your experience was a disappointment” or anything even remotely resembling an apology here is an approximation of his responses:

    Our substandard table:
    If you didn’t like the table you should have asked to sit somewhere else.

    Not receiving any bread:
    It is company policy not to provide bread to every table. It only goes out to some tables. If you wanted bread you should have asked for it.

    No water:
    If you wanted more water you should have asked for it.

    The sides were cold:
    Your husband ate the food. If he wasn’t happy with it he should have requested new sides.

    The plate sitting in front of me while my husband ate his food:
    It is company policy not to take the plate away while someone is still eating. (To this I said that my salad plate had been cleared while my husband ate his soup and Chris revised his statement to say that it is company policy not to clear the plate while someone is still eating their entrée.)

    After hearing him defend all of the issues I had I became very irritated that he kept referring to me as Miss. I am in my forties and although I was sitting at the kid’s table I think someone who is serving me should refer to me as ma’am. I’m not a child. I told him this and he looked extremely miffed and told me I was being disrespectful to him. After a short pause he asked me in a very snotty tone of voice just what exactly I thought he should do about it all.

    Do you not have a company policy on how to react to this sort of situation? Do you normally ask the customer what they want rather than apologizing and offering some sort of compensation?? I sat somewhat stunned and finally said I wanted an apology and out of sheer desperation threw out that he could buy us a drink. He told us he would take us to the lounge where we were given a drink and never saw him again.

    I paid $250 for this experience. I was never offered an apology. When I go into a nice restaurant I expect to be served, even pampered. I expect the server to anticipate my needs. I do not expect to have to wave down the staff to beg for water or warm food. I’ve better dining experiences at Denny’s.

    by Adrian_Strom, 2/27/12

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