Hugo's Mexican Kitchen — Restaurant in Kelowna

Wanted to go for Mexican and stopped at Hugo’s. The service at this place was definitely sub par. Our waiter as indicated on the receipt was Cesar Reyes. He took our order, never service checked us. And never came back to see if we wanted anything else. Also we waited about 10 minutes to get a receipt all while he just stood there at the bar. If this was a case of us waiting because he was busy is one thing. But he wasn’t busy. We wanted to order more and we wanted dessert but he never even came to the table to ask…. Nor did he ever offer refills or anything. I had to at the end finally walk up to the bar to ask for the bill, to which he replied I’ll bring it to the table. Anyways, good food. Lazy waiter and bad service. It’s too bad because I’ve not been this frustrated at a waiter ever. Again, he was just standing there, engaged in nothing and letting the tables to fend for themselves. Our table next to us felt the same way. Other than that, it...

Went their for drinks and food. Margarita was 12 dollars and came with a dried out orange slice. Honestly it was one of the worst I've had in town. No flavour. We each got the 3 tacos for 18. Not a good value at all as two of them were literally meat, raw onions and some cilantro. One had some pineapple on it and it was my favorite because they were all dry and the pineapple was the only thing giving it moisture. Otherwise the taste of the meat was pretty good. That's all I can saw about it because our server literally never came back to ask us how we were doing or if we wanted more drinks. She did walk by us at least twice empty handed. I had to approach the bar for napkins because we had none. I told them the service wasn't great and they apologized and said they were busy, but the place was empty for 20 minutes and they never came by. Highly doubt I will be back which is a shame because I...

We had a disappointing experience at this location on July 12. My husband called ahead to place a large order and was given incorrect information. When we arrived, the staff member we spoke with acknowledged the mistake and asked the manager on duty to honour what had been discussed.

Unfortunately, the manager responded unprofessionally, dismissing the employee and firmly refusing to accommodate us—even though the error originated on their end. His tone and attitude were unnecessarily rude and dismissive, which was surprising and disappointing, especially given the otherwise positive experiences we’ve had at other Hugo’s locations.

Customer service is a key part of the hospitality industry, and this interaction did not reflect the standards we’ve come to expect from Hugo’s. Regrettably, we will not be returning to this location and will be sharing our experience...