Has the halo slipped off the Cloud 9 Grille?
Cloud 9 Grille
876 Jupiter Drive (Off of Cottage Grove Rd)
Madison, WI
When the Cloud 9 Grille first opened, Madison Dining Online was one of the first on the scene to try it out. After our excursion, we wrote a glowing spotlight review (you can read it here).
Since writing that review, we’ve gone back to Cloud 9 several times. Each time has been an experience laced with disappointment, frustration and even annoyance. We put the first bad experience down to a bad, off night for the restaurant, but now we have to wonder – has Cloud 9 become a victim of it’s initial staggering success?
The first bad experience was not food related. It was restaurant and staff related. We went to Cloud 9 on an impulse. It was a weeknight, and we went early to beat the possible crowd. We had no reservations – it was a weeknight! Who makes reservations on a Wednesday?
Upon arrival the parking lot was nearly vacant, and the restaurant and bar had few people. The hostess showed us to a table in the bar area. Keep in mind, Cloud 9 is a restaurant with a split personality. The downstairs has a casual sportsbar atmosphere, while the upstairs has a fine dining feel to it. I asked the hostess if we could have a table upstairs. Here’s how the conversation went:
MDOL: I’m sorry, I’d prefer to sit upstairs please.
Hostess: That isn’t possible.
MDOL: Excuse me? Is it not open tonight?
Hostess: Yes, but we reserve the upstairs only for people who make reservations. You didn’t have reservations.
MDOL: So the upstairs seating is completely booked?
Hostess: You don’t have reservations.
MDOL: That didn’t answer my question.
Hostess: I’m sorry, this is where you need to be seated.
MDOL: I find that unacceptable.
The hostess just turned and walked away with no comment.
We sat there in surprise at the new seating policy, and at the way the hostess handled the exchange. Shortly after that, a gentleman who introduced himself as the manager showed up. He said he understood that we had a “problem”. I explained the situation. From there, the conversation went like this:
Manager: We do have seats available upstairs as we are not completely booked tonight. I can seat you upstairs.
MDOL: So is it true that, in general, you will not seat people upstairs if they do not have reservations, even if there are seats available up there?
Manager: Well, I’m saying that I will seat you upstairs now, because it is not completely booked tonight.
So, without the main question answered, the manager instructed the hostess to seat us upstairs. We trudged up the steps with the hostess, only to find an almost completely empty dining room. The hostess then proceeded to sit us at a table that had no view of the Madison skyline. Instead, it had a view of the stone portion of the wall. Now, again, if you have been to Cloud 9 or if you have read the review, you know that much of the allure is the nice view of Madison off in the distance. There were many empty tables that had a clear view out the windows. In addition, the best views are from the nearly empty showroom style booths along the back wall of the room. So, again, the conversation went like this:
MDOL: Could we please have a seat in a booth?
Hostess: No.
MDOL: No? But there are several open.
Hostess: Booths are reserved for people with reservations.
MDOL: So, please clarify for me – are you telling me that the booths are completely booked for the next two hours, even though most are empty right now, or are you saying that no matter what, if you do not make a reservation, you can not sit in a booth?
Hostess: I will not seat you in a booth.
The hostess turned and walked away. We continued to stare at the stone wall.
Our food was adequate, our service was generally adequate, and our seating situation was unacceptable. We dropped it, but we watched the booths the entire 90 minutes that we were there, and several of them remained available the entire time. We left, and I stated to my dining companion, “That was the most arrogant treatment I’ve ever experienced in a restaurant, and I have been in some of the most elite restaurants in the world. This is not a good sign for the future success of this restaurant”.
We then returned for lunch recently, hoping to push aside the distaste that we felt for the place. And, in fact, what happened next left us with NO taste at all….
Food ordered included the corned beef sandwich and the sirloin burger, with sides of french fries and homemade chips. And the only thing we could taste was the homemade chips. This is not a good thing. We could taste those because they were burnt to a crisp.
Everything we ordered was completely tasteless. This was the first time I’ve ever salted a corned beef sandwich. I did so in a desperate attempt to give it any kind of taste at all. The burger had no flavor either. This time as we left I stated, “That was a bunch of wasted calories – I tasted nothing but the chips, and that’s only because they were so burnt”.
We loved Cloud 9 when it opened. We were ecstatic that Madison’s east side had gained a worthy restaurant. It is surprising and disappointing to write this update.
Will we go to Cloud 9 again? I can’t say, either way. I’m tempted to not lose hope, and to give them yet another try. But, after the way that we were treated, and after the flavorless food that we were served, it’s hard not to think that holding such a hope is like having your head in the clouds.
Tell us what you think. Add a comment, or submit your own full review here.
Sorry people, but Cloud 9 just didn’t cut it last evening. I called at 5:30 to ask if there was a dress code and if we (my husband & I) needed a reservation. I was told no to both questions. We headed to this restaurant (we live north of Sun Prairie) that I’ve been wanting to try since reading the review in the WI State Journal. We dressed casually, but nicely. When we arrived at 6:15 we were greeted and asked if we had a reservation, to which we said no. We were led upstairs (thankfully, as it was very noisy downstairs) and taken to a back table at which one of us would have had our back to the great city view. We asked if we could be seated in the other room at a booth and we were told that they were all reserved (Friday evening-didn’t surprise us), so we proceeded to our table by the window (very cold). As the service was pretty slow, we took turns looking around and noticed that only one booth had people at it. I asked another server if we could be seated there and she returned to our table with our server and said we could, indeed, sit at a booth. Now, mind you, there was one other table in the first dining room and two, maybe three in the ‘booth’ room. Our waitress was friendly enough, but slow and didn’t know to recite the specials of the evening (we had to ask and then were pointed to a single sheet of paper on the table). She never returned (once someone else delivered our food) to see how the food was. Yet a third person stopped by to ask that question. We did find out that there were not only dinner specials, but drink specials (we overheard it from the next table). When our waitress finally showed up she gave us a dessert menu down and said she’d come back to see if we were interested in anything (again, no info on any of the desserts). As to the indifference of the wait staff (in particular the hostess), I began to think perhaps it was how we were dressed, but soon realized we were dressed better than most people there and were definitely quieter (cell phones were turned off and we’re polite people). By the time we finished our meal ($73 later) there were four tables left open in our dining room (and TWO of them were BOOTHS). The only saving grace is that our meals (salmon, shrimp & scallops) were wonderful. The desserts were great, too. From reading most of the previous experiences, it’s pretty obvious that there needs to be some personnel training at Cloud 9 (especially the hostess!). We hope to go back, but I’ll be much more outspoken about my needs and our service.
I can overlook the marginal service (ok, i’m in service industry too so I get it happens) but the food isn’t that great. I think they are owned by the same owners as Eno Veno which I LOVE! Food is always outsanding. The flat bread at Eno Veno rocks, the flat bread at Cloud 9 does not, why can’t they make some of the dishes the same? Very dissapointed with the food on my visits.
I think what the problem is, is that the East sider’s mentality is bigger than their bank accounts. You’re right, this isn’t New York, you wouldn’t last a minute there, let alone being able to tell what good food is. Also, if you have a problem with price, there is a Culver’s down the road, maybe you and you “kids” would be better off with that crowd. As far as who the owner is associated with, yes Eno Vino(check the spelling) is affiliated with Cloud 9 but has NOTHING TO DO WITH ANYTHING AT THAT RESTURANT! I will admit, sometimes food is not the best, service is not always spot on either. You try cooking and waiting on some people like the ones that are in this blog and see how well you feel about the job you have to do. Think about what you say and if you could do a better job and then think about it again. Only the non guilty should cast the first stones.
I was honestly was thinking about going to Cloud Nine even though I live on the west side. I have read good reviews and bad reviews and decided I should make up my own mind. After the last post though-obviously an employee-I don’t want to. I prefer to spend my money at a restaurant that sincerely cares about ALL their patrons-not just the ones that are understanding that the staff is having a bad day.
Sounds like Bill is an employee at Cloud 9 — very bitter.
Actually no, believe it or not, I am not an employee. I do know people who work ther though, as I do people who work at many resturants in Madison and think that it just sucks that any resturant, whatever it be, gets attacked by people who go to eat there and feel it easier to attack it on the internet instead of resolving the problem when it happens. If your food isn’t the way you like it, say something. Drink not made right, say something. Too cold, too hot, where you want to sit, SAY SOMETHING! But I guess it’s just easier to write about it on the internet than to deal with a real person and actuall resolve the problem, but then if you did that you’d have nothing to complain about. sSo, bitter? Yes, especially of closed minded people.
I think you do work there Bill! Haha
I agree, I have not had a bad expierence here but I have encountered no Miller Lite, but if your out to drink beer, you should have a second choice.
I have sent food back twice at Cloud 9, and improperly made drinks. So I have done my fair share of criticism at the restaurant. Sites like this are to allow diners, who may or may not have voiced their opinions at the restaurant, to share with others their experiences. In a city like Madison, there are many choices of quality places to dine. I find these reviews helpful – as most people do – why waste a night out on a overwhemingly badly reviewed place like Cloud 9?
I kind of agree with Bill. Eastsiders are used to the chains, Applebees, Red Lobster, Fridays etc. I love Cloud 9! It’s nice to have something different on the east side. I’ll admitt the last few times I’ve been there they’ve been out of some liquor and wine but that just means I have to try something new! (oh darn:) I recently brought a group of my associates there for dinner everything was GREAT!!! We started in the bar area for drinks. Even though there were quite a few of us and only one bartender to deal with us crazy drinkers, she never once looked stressed. We had our dinner upstairs in the lounge area (they even had the fireplace on just for us. I thought it was a nice touch.). The food and service again were GREAT! I have no problem recommending Cloud 9.
I am an eastsider and I resent you deciding that we are “used to the chains”. The west side has just as many if not more chain restaurants there. I resent the implication that eastsiders are less sophisticated. In any case, I have read the reviews and have made the choice NOT to patronize this restaurant. You guys sound like snobs.
Wow, this blog is getting a little heated! Yes, west siders do have a reputation of being ‘rich snobs’ and east siders are viewed as the ‘red headed step children’ of the city but really, why not make up your own minds as to what you do and don’t like? Cloud 9 is simply trying to do something different than the chain restaurants, they’re trying to bring something new to Madison, what’s wrong with that? In reading this blog, obviously there are quite a few people who have not worked in the industry before. Well I have, so let me explain it to you-sometimes it gets busy and problems arise, be it at the bar or in the kitchen, that doesn’t allow for servers to check each table 25 different times. I guess servers make the mistake of viewing people over the age of 15 to be somewhat self sufficient and if something is wrong, they will speak up and let you know. As a side note, sometimes food gets brought to a table by someone who is not your server because instead of letting the food sit in the window and lose its freshness waiting for your server to have a minute to get to it (because sometimes servers tend to have more than 1 table so they do get busy), someone who is less busy delivers the food to the table. In addition, in case you haven’t noticed, there are 2 floors to Cloud 9, and I know for a fact that there is not a service elavator that brings the food up from the kitchen. All the servers go up and down the 33 stairs to get the food and bring it up. So if you ask for a side of ranch or more tartar sauce, it’s going to take a minute to run downstairs, get the item, and then return upstairs with it. However, yes, it is agreed that there are some bad servers out there but bottom line is, have some patience and put yourself in your servers shoes. Often times they can’t control how fast the bartender makes your drink and how fast the kitchen makes your food. Bottom line is, and it all comes down to what Bill said, if you’re not happy with something regarding your seating or the food, speak up and your server might be able to fix the problem! In theory servers are exactly that, they serve you your drinks and your food. Contrary to popular belief, they are NOT mind readers!!!! If you don’t like the service, don’t leave a good tip, they’ll get the point! And please, try something for yourself before you decide whether or not you like it, don’t let someone make your mind up for you!
well, I can say as someone who will be visiting your city this weekend, I will not be taking my party to Cloud 9 for all of the above mentioned reasons.
What Holly said- try something for yourself !!! Take a chance! I love cloud 9. I went there after reading all of these negative comments. I will continue to go there and continue to tell my friends to go there.
My friend just invited me to have lunch next month and said she wanted to try Cloud Nine. She lives on the west side, I live and love it on the east side and our other friend joining us lives in the middle. Imagine that! We respect and like each other!
After reading this, I hope some of you aren’t there, and by what you’ve written, I doubt you will be. There is an arrogance in too many Madisonians, east, west, up, down, it doesn’t matter, it’s all ’round. Are you the travelers who get angry at wait staff who don’t speak English when you dine in THEIR countries?
I’m looking forward to Cloud Nine and I hope they like dealing with us when we are there.
After reading the reviews on Cloud 9, as Owner or Manager of this establishment I would recommend a SECRET SHOPPER (DINER )on his behalf and get some feed back to his staff ASAP !!!!!!!!!!!! I was just going to order a bottle of wine for a friends B-Day and started reading. I have not had the pleasure yet of the experience.
As a business owner on the East Side, I was so happy that a decent restaurant for business lunches and dinners was opening. I have been to Cloud 9 with suppliers, customers, employees, etc. many times. I don’t know why I keep going back. Sooner or later it’s going to be a reflection on me that I keep taking people to this place.
The first few times everything was fine. But I’ve been there 5 or 6 times over the last 6 months and it seems like it gets progressively worse. On Halloween, the hostess was half-dressed and looked like a tramp. I asked her what she was. She replied that she was a “One Night Stand.” Yeah that’s what I expect when I dine out at a supposedly nice place.
I continually hear employees blame one another, see stress and frustration on their faces and hear it in their voices. The food is ok, not great. One night in February, I was dining with a supplier from out of state and there was SO MUCH that they were out of. Various Beer brands, menu items, etc. Just a mess. I get the impression that the employees don’t really care, but their indifference, rudeness etc, is probably more a reflection of the restaurant manager than anything else. So much potential for this restaurant, and therefore, so disappointing. It’s not too late to get this fixed. I myself will probably never go back unless I hear that things have improved.
Wow. Bill, cool off. What side of town are you from. I also resent his attitude. Maybe Bill’s attitude is; “Oh, they are just East Siders- They will never recognise good food, a happy atsophere, and great service, we can just shove this place down their throats, they will never know the difference”.
Please…East Siders aren’t any more used to chains than West Siders. All those wonderful unique and local restaurants over there like P.F. Chang’s, Ruth’s Chris, Friday’s, Applebees, Smokey Bones, Biaggi’s, Outback, Cheeseburger in Paradise…we East Siders can’t touch their local flavor!
That said, I live a mile from Cloud 9, have dined there about 10 times, and have never experienced any of the issues documented above. Maybe I’ve just been lucky, or maybe they’ve sorted out their issues.
Crab cakes and calamari wonderful. Tall black haired waiter was condescending, arrogant, aloof, impatient, inhospitable and fell into a gray area between professional and RUDE. Slow July 4th at 6pm-4 tables in the place-needs cleaning especially the glass ceiling. No one was remotely happy to see us-because we are bikers?
I went last night and it was easy to make reservations for upstairs seating. Starters: cheese with corn fondue and the homemade potato chips were both wonderful. Since both were good, I would love to try something else as well. The Meal: I have always been leery of ordering scallops at any restaurant because I am very picky about how they turn out–they are not easy to cook. We ordered seared scallops and jumbo shrimp pasta; seared scallops and filet mignon with sweet potatoes and vegetables. Both meals were great as well. I loved the scallops in both meals. It can be a little pricy, but enjoyable.
A big concern I have read here is the service. I thought they were friendly and attentive. If there were one or two who are not friendly, I did not notice. The view is great. Enjoy your visit.
I have been to Cloud 9 Grill several times. We have had good experiences, which is why we chose it to take our family to when visiting us from out of state. It was our “big night out” as we got babysitters etc. We did make reservations ahead of time as were looking forward to the views. It happened to be the night of Rhythm and Booms so were hoping to also enjoy a bit of a show from a distance. Upon arrival we were seated upstairs amongst a large group who were having a cocktail party in the middle of the dinning room. We asked to be moved down away from the group twice and were denied until we strongly complained. The hostess staff said they were booked (many tables were left empty the entire night). We were eventually allowed to move one table down. We asked for a corner table but were denied. After ordering our dinner, a group came in that was extremely loud. They seemed to be family of some staff there and acted as if they were in a bar not a fine restaurant. The noise/ their singing and vocabulary was inappropriate. It was apparent that they were very drunk. During the fireworks show no one could see out because they were standing and dancing at the windows. While our waitress was very nice and did a good job she could not be heard over the noise when checking in with us. We were literally yelling at each other. Believe me we complained. The final straw was that a half hour before the start of the fireworks show the manager or owner brought a boom box up and turned it on so we could hear the pre-show. Actually didn’t have a huge problem with them playing the music but why did we have to listen to two d.j.’s at full blast for 30 minutes. We could not hear each at the table. The owner did come by and acted like he had no choice in the situation. My guests did not complain because they were trying to be courteous to my husband and myself. I do not have a problem with the restaurant changing its atmosphere for a special night but believe it is the responsibility of the establishment to inform their guests. We certainly would not have dropped $200+for a dinner in a bar. I did not want to go to Rhythm and Booms but it was as if we were in the middle of it. A truly disappointing night with no sincere attempt to reciprocate from the restaurant. They have lost a customer.