*avoid* The Bristol / Hurstbourne

hey guys, nice to be back...

It's really uncomfortable to make this post a negative review of what *used* to be an old favorite for many of us, but - given last evening's experience - hopefully it'll help others.

The place I'm speaking of is The Bristol bar & Grill / Hurstbourne. It's been so sad to have seen what was once one of the city's best *local* chains dwindle down to this one location. I'll be shocked if they're still open for very long, but if they "die", it'll be a self-inflicted wound....

We went in on a reservation with a party of 8 at 5:30p and were seated straight away. Within a few moments, we got drink orders in and received a round of waters - - but *that* was the high point of the evening. Drink came 10-15 minutes later and we did not see our server again for 30-40 mintues, meaning we did not get our food orders in (not to mention drink refills). Once she finally got all of our orders (or so we thought) at about 6:10p, we never saw her again until the food came out - - at 7:00p..... an hour and a half after we arrived....

That "(or so we thought)" is that they brought the dinner for 7 of us, but the simplest one of all - a burger - turned out to have not been included in our order! That is, our server had not included it in our order....
"I'm so sorry and I can get your burger to go?"
huh?...we came as a group to have dinner together - not for one of us to go hungry and be sent with a doggie bag?
"well, I can get your burger in 5 minutes"....

a few moments later the tardy burger and the manager arrived. he seemed shocked that we had issues with the whole evening's experience and was adamant that we make allowances for the size of the crowd...
(the size of the rapidly-dwindling crowd, by the way...)
he asked what they could do and I offered that, at the *very* minimum, there should no charge for the belated burger.
he left our table.....

We finished our meals, got a couple of semi-sincere apologies/explanations from our server and received our checks.
no deduction for the burger....it was on the bill.

At this point, we just wanted out - desperately. Like I said, The Bristol has been a great contribution to Louisville dining, although I don't think folks have ever rated this Hurstbourne location up with the original. And it's a shame to see them go. But not this one....not with this kind of experience for a group spending $1,000+ on an evening.

The Hurstbourne Bristol is like a beached whale - - that's been out of the water now for a few days....better to let it go quietly....it's done it's time.....

You got a response to your review on Yelp, presumably from the owner.

Interesting to know they have new ownership. That's been an issue with so many places over the years and even in the past few years. I can think of 4 places that got new ownership in the past 1-2 years and are now getting these horrible reviews. People just do not tolerate a restaurant going downhill. Ownership and management is what differentiates a successful restaurant from a failure.

FWIW, we went to the Bristol three weeks ago and had a pretty decent experience. But maybe that was before this new owner took over?

Regardless, thanks for the head's up.

[Robin Garr]

THanks for the detailed report, Willie. It really is sad to see a long-lived local institution go out in the form of a long, slow, sad decline.

I don’t typically engage in online forums, but since this same review has now been posted across multiple platforms, I think it’s important to provide some additional context.

We absolutely made a mistake by missing one guest’s burger on the initial order. We apologized, and the burger was prepared and delivered within minutes of the rest of the table. That shouldn’t have happened, and we own that.

What I cannot let stand, however, are statements presented as fact that simply are not accurate. For example, the post describes a party spending “$1,000+.” Our records show the table’s total was $232.87, with the reviewer’s individual check totaling $97.15, including gratuity. Accuracy matters, especially when comments are intended to influence where others choose to dine.

I’ve responded personally to this same review on multiple platforms and invited further conversation, but I haven’t heard from the reviewer directly. My preference has always been to resolve concerns through honest dialogue rather than repeated online posts.

I purchased Bristol Bar & Grille and Bristol Catering on July 1 after spending the past 22 years with this company. I made that investment because I believe in this restaurant, our team, and its future. We’re welcoming more guests than ever at our Hurstbourne location, and I’m excited about the improvements already underway and what’s still to come.

To anyone reading this thread, I simply ask that you judge us by your own experience. If we ever fall short, we’ll own it. But I also believe our community deserves information that is fair, factual, and complete.

I appreciate you chiming in. It sounds like a reasonable plea. Customers and owners should always have fair space to express themselves.

I wish you tons of luck. The soon opening of Saraga should bring some valuable traffic to the plaza where you are located.

..... For example, the post describes a party spending “$1,000+.” Our records show the table’s total was $232.87, with the reviewer’s individual check totaling $97.15, including gratuity. Accuracy matters,

gee, TJ - -let's see....
You're absolutely right - - perhaps I was wrong when I estimated our spending at "$1,000+"...
As I said, we were a party of 8, so if everyone had roughly the same amount of food & drink as I had (which they did), that would be 8 x $97.15 = $777.20....
But if you're showing our total as $232, wonder where that - roughly - $500+ went?....
hmmm....

[Robin Garr]

To anyone reading this thread, I simply ask that you judge us by your own experience. If we ever fall short, we’ll own it. But I also believe our community deserves information that is fair, factual, and complete.

Without judging the original post - Willie is no hit-and-run bandit but a longtime member of this community - this is absolutely a fair and reasonable request. Thanks for filling us in, T.J., and for explaining the change of ownership and your long-time relationship with the Bristol.

It is interesting that folks bemoan the closing of local restaurants and the proliferation of chains, and then after one single "bad" experience decide to blast a long time local business with a new owner across every platform possible and warn people to "avoid" them. There is literally a thread right next to this one discussing the loss of so many long time places. I personally never judge a restaurant by my worst experience there, especially when it's a single one and not something food or health related. I hope people don't define me as a human being based on my worst day as well. Sometimes you get a bad server. I typically find when I return they are gone. It's hard to find and keep good help in the food service industry, now more than ever. And sometimes someone is just having a bad day and a little grace is warranted.

I eat at that Bristol location often and while over the many years there has been the occasional service hiccup, as there is with any business, generally the food and service have been consistently exactly what I would expect out of The Bristol. I think people forget what The Bristol represents in this community. For most of my life it's been a gathering place. Long before Louisville was any kind of "foodie" destination the Bristol was doing what it does and doing it well. I basically grew up going there, whether for Mother's Day brunch or a late night burger after a bar crawl. It's loss would certainly be felt. I resent people trying to accelerate their demise over one bad service night. Especially when there is clearly warping of the facts to fit a narrative and an agenda. Too often people use social media to inflict harm when none is due. To lash out over any perceived slight no matter how insignificant. It's what has lead to the death of civil discourse in our society.

I wish new ownership nothing but the best and a long and successful career shepherding a local institution.

Personally I'll continue to disregard Willie's advice and will keep supporting local businesses, especially long time ones like the Bristol, and you all should too. They are what made and make this town what it is. And get the green chili wontons when you go they never fail to satisfy.

[Robin Garr]

Green chili wontons, mmmmm!