Response from the owner - in the last week
Thank you for visiting the Mai-Kai and sharing your thoughts. I apologize for your disappointments. We strive to provide an exceptional experience for every guest.
We have a fire element in the show which unfortunately does produce smoke. The age of the building causes different problems at times, that we address immediately. We keep the lights at a safe level while still trying to create a mood with low lighting.
I apologize that your server was not more aware of all the options available to you. Our ala carte menu is printed with vegan and/or gluten free markers on all selections. If you were using one of our more limited package menus, then your server should have offered you these options if requested.
We are very busy in our showroom. Many guests do not realize that we have indoor and outdoor dining available without the show. That is why we offered the Living Social coupon. To encourage guests to dine with us for the unique ambience, food and beverages, not just to see the show. It is stated in the rules that the Living Social coupon is only valid for non-show dining. We do offer other coupons in the showroom, so it is important to be clear on the type of coupon.
My apologies for the poor birthday experience. I can't help but think that better communication on our part would have improved things greatly. It would be helpful to know your date of visit and the reservation name, this will allow me to follow up on your comments. My email is: email@example.com
Again, thank you for your time, your comments will help us build a stronger team.