UP on the Roof Claim this business

Damon Foxon Google

a month ago

This was our first visit to UP on the Roof, and overall I’d describe it as an okay experience that started out with a lot of promise before going downhill. Our first impression was excellent. The rooftop setting is really unique, the weather was perfect, and making your way through the hotel and up to the roof makes for a memorable arrival. We were excited to try it. Our server, Marissa, greeted us promptly, took our drink and food orders, and everything seemed to be off to a great start. Unfortunately, that’s where things changed. After taking our order, she essentially disappeared. We watched food come out to nearly every table around us while we continued waiting. After about an hour, we finally had to ask what had happened to our food. The strange part wasn’t that the restaurant appeared overwhelmed. The rooftop itself wasn’t particularly busy. It felt more like our table had simply fallen off the radar. Even as I’m writing this review, it’s been another 10 minutes since Marissa dropped off our check. From across the rooftop, we’ve watched her spend much of that time in a lengthy conversation with another table, seemingly unaware that we were still waiting. That really summed up our experience. It didn’t come across as someone who was overwhelmed—it came across as someone who simply lacked awareness of what was happening with her own tables. Thankfully, the manager noticed what was going on and immediately took ownership of the situation. He personally checked on us several times, made sure our food came out, apologized for the experience, and genuinely worked to make things right. His professionalism and attentiveness completely changed the trajectory of our evening. The food itself was good. The Smashburger was excellent, the quesadilla was very good, and the chicken sandwich was another solid choice. The only item I’d skip is the chicken quinoa bowl. It looks great when it arrives, but it was surprisingly bland and lacked much flavor. Overall, I still give this place 4 stars because the atmosphere is fantastic, the food is generally good, and the manager demonstrated exactly how customer service should be handled when something goes wrong. Without his intervention, this would have been a very different review. Hopefully our experience with Marissa was the exception rather than the norm, because the restaurant itself has a lot going for it.

Naeon Google

a month ago

My husband and I went for dinner. I had the quinoa salad with shrimp. I paid extra for the shrimp. My food was ok. My husband had the salmon. He said it was good. The waiter did a good job and was very helpful. The ambiance was nice.

Josie Nicholson Google

3 months ago

we are from Maryland and we came down for a concert and decided to stop by and eat on the rooftop and it was amazing, we had Melody and we absolutely loved her she was wonderful very funny, personable, and helped me order. Give her a raise immediately. she is the reason we will be coming back. beautiful roof top btw!

Fred Brunneron Google

7 months ago

We didn't order any food so cannot rate that. Stopped by for a couple drinks due to the Elf'd Up on the Roof thing. Drinks were very good. Bar area is really tiny with not too many seats in the cold season. They have a great outdoor patio which has great views of downtown. Decorations was good for the theme.

Myra Sikwataon Google

a month ago

Mollie was amazing! She was kind, attentive, and went above and beyond to make sure we had a wonderful evening. Her positive attitude and exceptional service made our dinner even more enjoyable. You can tell she takes pride in what she does, and it really shows. Thank you, Mollie, for making our night so specialyou are a true asset to the restaurant! ❤️