Hotel Panchos — Restaurant in Gold Coast City

Organised a family dinner for a birthday and honestly would have had a better/easier night going to fast food burgers or something. Initally the staff forgot to take on person in our group's order until they went through to confirm who was having what, wen to order drinks and was told they were doing table service and they would be over shortly, then waited 15 mins for drink orders to be taken. Our meals started to come out, the quality of our meals that came out in comparison to the same dishes that we're going to other tables was horrid, it was like we got the left overs. One plate of nachos (instead of the 2 smaller plates for each child) was a solid rock, after trying to break any of it up it just became crumbs. The kids didn't/couldn't eat it. We had 2 meals not show up, after reminding staff 5-6 times they finally came out and they weren't even worth dirtying the plate. The beef nachos with sour cream consisted of maybe a teaspoon on beans (as the bed of beans), a pinch of beef (less than what you'd put on a sandwich), 2 layers of chips (as in the thickness of 2 chips on top of eachother), a pinch of cheese and no sour cream...

The staff individually were absolutely lovely people (the only reason why they're getting 2 stars) but their performance was disappointing, the communication between the floor team and kitchen is dismal at best.

As a birthday family dinner I would have been better off organising it at a fast food chain...

After going to Panchos for many years, I have always loved Danny’s food and Marie‘s food, and with the new owners we have been there four times to try and give them a chance. Sorry, but last Saturday will be the last!!! I’ll never go there again!!!! the only thing all four visits had in common. Was they forgot to put the food order in the kitchen then had to wait for over 50 minutes for any thing to arrive!!!….only after waiting we realised that they hadn’t put the order into the kitchen again after inquiring about the food, and had to order the drinks Numerous times!!!. So then I went to the bar to ask for a drink only to be told that I wouldn’t be served at the bar and laughed at!!! so then went to the table after an hour and eight minutes exactly , and one entree turned up on the table cold still with no drinks though!!!…. The sangria, Dan and Marie would have a heart attack at, was nothing but cordial, and the food was a big letdown….. Ended up leaving, very expensive considering we only got four drinks and one entree for the value more of $100 very disgusted and as a local very let down will never go there again until there’s new managers that realise we don’t live in Burleigh. we loved our Mexican because we where treated with dignity and common courtesy you could go and have a good laugh, drink and eat, those times...

First visit tonight (Sat)with 12 adults and 4 kids. Arrived at 6pm to an already busy restaurant and ordered within 30 minutes. Seemed understaffed on the floor and our meals were delivered in bits after an hours and a half wait. The kids meals had to be requested again as it was getting too late. A table behind us ordered before us and left unserved after we started to receive our meals. The electricity went off as two bar blenders overloaded the circuits. The reason given for a disappointing service was that it was an unusually busy evening, although we had booked ahead and I imagine alot of other customers did too, so there was surely an idea of how busy it was going to be and prepare staff numbers accordingly. The meals once they arrived were tasty and filling, the drinks once you reached the front of a 20 minute line were good too, hence the 4 stars. The staff were polite and capable but were let down by being spread too thin and perhaps the problem was also in the kitchen order system which confused/ lost our orders. The manager was able to discount some of the bill to make up for the poor evening. I would definitely like to try again on a quieter night as the food and ambience was great and I just hope they can be...