This was our second time at the Biltmore Room. The first experience was very enjoyable, with respect to the food, service, and surroundings. We went again just 2 weeks ago, and were disappointed in the service, food, and decor.
We had 5:30 confirmed reservations, but the restaurant wasn't ready to open till 5:45 (not a big deal, really). The problem was that the dining room was so dark that we could barely see the decor, except for the smudges on the wall mirrors from heads and hands. I had to pull out a mini flashlight to read the menu. It was dark during the entire meal, so much that you couldn't even enjoy/see the plating of the dishes.
The service staff of the restaurant seems to have changed. The first time we had a older gentleman, knowledgable, friendly, not obtrusive, very good service. This time we had a robotic-sounding waitress who spent most of her time chatting with 2 or 3 other waiters (I was facing in her direction, so I could see her standing there). During the entire night there was an average wait time of 20 to 25 minutes waiting for her to come to take our orders (both for the main courses and desserts) while she was chatting with her friends. I had to request that she come to our table to take the dessert orders. She then had the gall to say that I wouldn't have the time to order the dessert souffle as we had to leave in 30 minutes to catch a show. She also made several sour faces, such as when we told her we wouldn't have wine with our dinner as we still had cocktails (ordered while we were waiting to be seated). I was so angry with our waitress that I did not want to tip her, but we agreed to leave a flat 15%, instead of the usual 20%+ tip.
The food was OK, but very unimpressive, unlike our first visit. I had the sarong shrimp (bland), miso cod (bland), and the passion fruit souffle (excessively sweet this time). My friend had a good salad, and a wonderful chocolate tart. I don't recall her main dish, but it was OK.
Overall, the experience was bad enough to make us not return.