Guzman y Gomez - Fountain Gate — Restaurant in Melbourne

Extremely Disappointing Experience – 27/07/25 (at around 5pm).

I visited this establishment on 27/07/25 and had one of the most unpleasant customer service experiences I've ever encountered. I placed my order politely and was courteous to the staff member taking it. However, I was not given a glass for my drink and realised it later. Since I was alone and had several belongings with me, I couldn’t leave my table unattended. I kindly asked one of the workers—who turned out to be the manager—for a glass.

Later, I requested a spoon by saying, “Excuse me, can I get a spoon?” He responded with visible irritation, seemingly offended by the absence of the word “please,” and proceeded to throw the spoon onto my table.

When I confronted him about his behaviour, he showed no remorse. I find it appalling that a manager would behave in such a disrespectful and unprofessional manner. A customer’s choice of phrasing—especially one that is still polite—should never be grounds for aggression or rudeness.

To the manager: I suggest you reflect on your conduct and learn the basic principles of hospitality. Your attitude was completely unacceptable and reflects poorly on the establishment and also tells the customer how poorly you have been raised.

I hope the management takes this feedback seriously and ensures staff—especially those in leadership roles—are trained to treat customers with respect and professionalism at all times.

I will not be surprised if I get a rude response to my comment or no response at all because I do not except any courtesy from this establishment, especially...

Food deserves 10 stars- was absolutely delicious and tasted a lot more authentic than anywhere else. Vodka/lemonade was amazing too! Good times were put to an end however when my friend went up to the counter to purchase a margarita- to which the girl who served her responded with something along the lines of “you know you can’t get drunk in this area right?” Considering the fact that we had one drink each, it was uncalled for and rude. I understand that you don’t want the drunk and disorderly inside of your restaurant but we were simply sitting down and enjoying our food quietly prior to that moment. Unfortunately it takes us a lot more than one drink to get a bit tipsy, and we know a lot better than to do so in a public restaurant. The dirty glances being shot at us were not appreciated either. Service was quite good otherwise. Would definitely return to eat and enjoy an after-work drink, minus the nastiness of...

The food taste good but is very inconsistent. Sometimes I'll get a high portion of food sometimes I'll get a low. Sometimes my meal is really spicy sometimes it's not. Sometimes there will be lots of meat sometimes there's barely any meat. The list can just go on. I usually have to hope that I got a good amount of everything in my meal before I open it up and see. I find the seating there really nice and enjoy dining in. Unfortunately I usually have to wait a while for my food to be made. When I order food on the app, the food is always ready 5-10 minutes after the estimated time that is said on the app once ordering the food. One time I had to wait half an hour for food but luckily got gifted a GYG voucher by the kind staff who were very apologetic for the wait. I am a regular visitor to this fast food restaurant and think that the food taste marvellous. Just wish that I could get a consistent...