Kona Grill - El Paso

Review summary

1. C

   Chris

   El Paso1 review

   2.0

   Dined on February 16, 2025

   1. Overall 2
   2. Food 1
   3. Service 1
   4. Ambience 3

   Went on Feb 15th at 8:30pm, with a reservation and didn’t have to wait to be seated but the positive experience ended there. Our server showed her face exactly 3 times; once to take our order but we need a bit more time, so she came back, second time after I had almost finished my main, (we had ordered and finished an App) to finally check if we needed anything, 35-40 minutes after we gotten our app and we were both well into our mains. 👍🏻👍🏻. Our section was about 80% seated at the start of our meal and at 9;45 we were walking out the section was almost empty. I can’t be sure how busy they were but it didn’t feel like they were more busy than a normal busy weekend night. Our server also seems to have only been waiting on us in our section for whatever reason? We did see other servers in our section but never saw our server attend another table. My Partner and I wanted to have dessert and cocktails but knew this was not going to be the place to do it with the service we had received. It was my partners 2nd time at kona and my 1st. Neither of us were impressed, and for $120 a table for an app, two beers, an overcooked salmon, and fried rice? We won’t be back to see if was a one time thing or something else. It does seem like a poor management situation (maybe just very under staffed too?). Because both food suffered and service was suffering as well. It’s been rare to see both bad food and bad service from a restaurant at any place we’ve visited. If we have a bad experience it’s usually one or the other. Rarely both.
   

   Kona Grill - El PasoResponded on February 20, 2025

   Thanks for visiting us, Chris. We're really sorry to hear about your experience. It's disappointing to hear that our service did not meet your expectations, especially as it was your 1st visit. We take your feedback seriously and will address this with our team to ensure we can improve on this aspect. We hope you'll give us another chance to provide the exceptional dining experience you deserve. Expect a private message so we can get some more information. Sal Hernandez General Manager
   

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2. V

   Valente

   El Paso5 reviews

   5.0

   Dined on February 16, 2025

   1. Overall 5
   2. Food 5
   3. Service 5
   4. Ambience 5

   It was a great experience for the first time, amazing food and delicious
   

   Kona Grill - El PasoResponded on February 20, 2025

   Hey Valente, We're thrilled to hear that you had a great first experience at Kona Grill - El Paso! It's wonderful to know that you enjoyed our food and found it to be delicious. Your kind words mean a lot to us. We strive to provide an amazing dining experience every time and it sounds like we hit the mark with you. Thank you for taking the time to leave us this wonderful review. We hope to see you again soon! Sal Hernandez General Manager
   

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3. J

   Jonathan

   El Paso2 reviews

   1.0

   Dined on February 15, 2025

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 1

   Made a reservation for them to give everyone the same reservation and had to wait outside in line ruined my valentines didn’t even stay because of how long the line was, what’s the point of a reservation
   

   Kona Grill - El PasoResponded on February 20, 2025

   Hi Jonathan. I understand your frustration and would like to make it up to you. I am sorry that we werent able to honor your reservation time. Expect a private message so we can get some information to make things right. Sal Hernandez General Manager
   

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4. D

   Danté

   Miami3 reviews

   3.0

   Dined on February 15, 2025

   1. Overall 3
   2. Food 3
   3. Service 5
   4. Ambience 4

   Great overall experience. Excellent service, great ambience and the food was okay. However, the portion of food not appropriate for the price.
   

   Kona Grill - El PasoResponded on February 17, 2025

   Hi Dante. Thank you for your feedback. Please look into our Konavore and/or Neighborhood Perks programs. We have some great offers we would love for you to take advantage of on your next visit. Sal Hernandez General Manager
   

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5. J

   Jasielbarreralimas

   Unspecified1 review

   1.0

   Dined on February 15, 2025

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 1

   👎👎👎👎👎 ascooooo de comida todo mal servicio reservaciones no sirven para nada ay fila los meseros mal trato todo mal
   

   Kona Grill - El PasoResponded on February 20, 2025

   Hola Jasie. Lamentamos saber que no logramos brindarle la experiencia que esperaba. Yo, personalmente, me gustaría invitarte a volver y compensarte. Sal Hernandez Gerente General
   

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6. C

   Cory

   El Paso1 review

   1.0

   Dined on February 15, 2025

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 1

   DO NOT MAKE A RESERVATION HERE! KONA GRILL WILL NOT HONOR IT! Made a reservation for 815pm on Valentine’s Day. Showed up at 8pm and there was a massive line of Walk-Ins. Went straight to the two hosts they had there to let them know we had arrived and they told us to get in that long line and that it would be a 2hr wait. Tried explaining to them that we had a reservation and they acknowledged I had one and they could see it but that it didn't matter. So I asked to speak to the manager and she came over and she also said we had to stand in line. I asked, “whats the point of a reservation then?” And she said everyone in that line had a reservation. I told her no. And she then said that she had personally been going up and down that line making sure they all had reservations. So I asked the 3 different couples at the front of the line in front of the manager if they had reservations and they all said no. So she started talking spanish to the two hosts (thinking I wouldn't understand) about how they are sitting people and they told her they are making everyone stand in line and its first come first serve. Manager switched back to english and told me and the other 2 couples with reservations that were listening to get in line. We all left. So only god knows how many other couples with reservations made days/weeks in advanced were turned away. So their people are poorly trained and the managers are liars. Makes me fearful about how bad the cooks or waiters might be also… so needless to say but I will never go back and will discourage anyone from going. Luckily our Valentine’s Day wasn't completely ruined and we were able to get sat quickly at a restaurant nearby.
   

   Kona Grill - El PasoResponded on February 20, 2025

   Hi Cory. Thanks for the feedback, Cory. We're genuinely sorry to hear about your experience on Valentine's Day. We understand how frustrating it must have been to wait so long for a reservation. We apologize for any misunderstanding and confusion our staff caused. We assure you that this is not the standard we aim for. We take your comments seriously and will address this internally to ensure it doesn't happen again. We hope you'll give us another chance to make it right. Expect a private message so we can make it up to you. Sal Hernandez General Manager
   

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7. C

   Christopher

   El Paso4 reviews

   1.0

   Dined on February 15, 2025

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 1

   We had reservations at 8pm . We had to stand in line for more than a hr. They were very unorganized they had walk ins and people in line mixed in. So many people left
   

   Kona Grill - El PasoResponded on February 20, 2025

   Hi Christopher. We're sorry to hear about your experience with the wait time. We understand how frustrating it can be to wait in line, especially when you have a reservation. We're always looking for ways to improve our service, and your feedback is invaluable. We're sorry that you didn't have the overall experience we aim for. We hope to have the opportunity to serve you again and provide a better experience. I will be sending a private message to get some more details Sal Hernandez General Manager
   

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8. R

   Rudy

   El Paso2 reviews

   3.0

   Dined on February 15, 2025

   1. Overall 3
   2. Food 5
   3. Service 4
   4. Ambience 1

   After telling the door person we had a reservation (we were on time) we still had to wait in line a bit. When we got our table- it felt sticky and rough, not smooth, that part needs no explanation. And the seats seemed deflated, not as puffy as they look. The lighting- i don’t know if the light bulbs were out or wha, but in addition to that- the nice aquarium we were sat next to was turned off as well, it was about 7:30pm> bummer. The food was great tasting for sure- pricing though? I don’t know. I don’t want to be cheap, but… IDK- maybe I’ll take the family again in the future… Maybe…
   

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   Kona Grill - El PasoResponded on February 17, 2025

   Hi Rudy. Thank you for taking time to leave us some feedback. We are currently in the process of having our tables refinished. Unfortunately we have not completed the project. Thank you for bringing our attention to the aquarium. We will definitely look into more lighting options and review our timer on the aquarium. We are also looking to add some more color in the aquarium. Please look into our Konavore and/or Neighborhood Perks programs. We would love for you to take advantage of some good offers available in those programs. If you have any further details you would like to share with me, feel free to reach out to the store and ask for me. Sal Hernandea General Manager
   

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9. A

   Ashley

   El Paso1 review

   1.0

   Dined on February 15, 2025

   1. Overall 1
   2. Food 1
   3. Service 1
   4. Ambience 1

   I will never be going back take your restaurant off open table if you aren’t going to respect reservations.
   

   Kona Grill - El PasoResponded on February 20, 2025

   Hi Ashley. There is no excuse for the experience you received. Although we fell short of our reservation, we hoped to make it up with the service and food. Again, we fell short. We would love the opportunity to make it to you. Expect a private message so we may have more details about your visit and make things right. Sal Hernandez General Manager
   

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10. Y

    Yadira

    El Paso1 review

    1.0

    Dined on February 15, 2025

    1. Overall 1
    2. Food 1
    3. Service 1
    4. Ambience 1

    It was horrible!!! Incredibly overpriced and crowded and loud. The tables were so close together to fit more people. It was so uncomfortable. And after 10 minutes of nobody going to serve water we walked out. Never again!
    

    Kona Grill - El PasoResponded on February 17, 2025

    Hi Yadira. Thank you for your feedback. The experience you received is unsettling to us. We would love to have the chance to make it up to you. Please expect a private message from us so you can receive the experience you truly deserve. Sal Hernandez General Manager
    

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