What you're experiencing is a major disconnect from your otherwise great service.
Is the kitchen like this? Where else are they cutting corners?
Inconsistency breaks trust. This isn't limited to restaurants as all service businesses are open to gaps in consistency that can scare off customers.
The opposite of this, is surprise and joy. In your hotel room you see the toilet paper is v-shaped. You walk into a hip restaurant bathroom to see a disco ball or cologne and hand towels in a private club bathroom.
What level of service you provide is determined by your gaps.