Hacienda — Restaurant in Tokyo

⚠️NOT FOR ANNIVERSARY/ BIRTHDAY OCCASIONS

I booked this place to celebrate my boyfriend’s birthday. We reserved a terrace seat and requested a birthday plate in advance, but on the day of our reservation, we were moved to the bar counter due to bad weather. While I understand that weather-related changes are sometimes unavoidable, I was genuinely shocked to be told that the birthday plate would be served at the bar counter—without a view, and with zero ambiance.

When I voiced my concern, we were told, “You can move to a table once one becomes available.” However, when a table did open up, we were told that from that point on, we’d only have one hour left to finish our entire course—this was just after we’d received two small appetizers (out of five), with mains and the birthday plate still to come. That’s simply unrealistic.

To make things worse, we were asked to move mid-meal, while eating our main course. We had to carry our own plates, drinks, and belongings. This level of service is unacceptable—especially for a special occasion and at this price point (¥17,000 for two).

What’s even more frustrating is the double standard in the cancellation policy: while the restaurant reserves the right to change our seats due to weather, guests are still charged 100% for cancellations on the day—with no flexibility whatsoever. That felt completely unfair.

That part alone was enough to make me upset. But what really got me was how they treated my boyfriend like he was invisible — placing large plate dishes and even piping hot teppan dishes not in the center, but off to my front-right, completely ignoring him. Absolutely unacceptable.

The staff seemed to follow scripts, repeatedly saying things like “it’s mentioned in the reservation details,” without any genuine apology or effort to make things right. There was no sense that they understood or cared about the importance of the occasion.

All in all, this experience was deeply disappointing, and I wouldn’t recommend this place to anyone planning a special event. I won’t be returning. There’s more I could say, but whether I share the rest depends on how the restaurant chooses to respond..

I do not require canned/reserved responses to similar complaints. Only genuine attention to these issues and real improvements are...

Got the holiday lunch set and flavors were good but there were some points that could be improved for a better experience:

the holiday lunch set comes with an aperitif. We had a member in our group that was pregnant and couldn’t drink alcohol but they didn’t have an option to change it to a virgin. They need to be more diverse about serving different customer needs. The tacos came with cold tortillas even though the tortillas were presented in a container that presumably was for keeping foods hot. So, the tortillas must’ve been sitting there before being served. We ordered separate guacamole and chips at the beginning of our order but we had to the server twice to bring the order and they finally brought it right before dessert. We were full by then. They need to bring it before the meal. They brought hot coffee and tea right after the apertif/ before the meal without asking when we wanted the drinks. The coffee/tea were cold by the time we had it with our dessert. They should ask when the drinks should be served.

休日のランチセットを頼み、味は良かったが、より良い時間を過ごすために改善できる点がいくつかある。

-ホリデーランチセットには食前酒が付き、ノンアルコールに変更できない。明らかに妊婦である客にアルコールを飲ませるのは失礼に感じる。さまざまな顧客のニーズに応えることが大切なはず。 -タコスについてきたトルティーヤは、おそらく保温容器で提供されたが、完全に冷めていた。多分長い間厨房に置いてあった。 -注文の最初にワカモレとチップをセットとは別に注文したが、2回店員を呼んで聞いても中々もってこず、最後にデザートの直前に持ってきた。その時点ではもう満腹だった。メキシカンではワカモレはメインの前に持ってくるのが常識。 -食前酒の直後にホットコーヒーと紅茶を持ってきた。 コーヒー/紅茶は、デザートと一緒に楽しむ時には完全に冷めていた。...

My husband and I made reservations at this restaurant for Christmas Day at 4 PM. We got a table next to the windows with a great view of Tokyo. We watched the sunset, dusk and night view of Shibuya and Tokyo tower. It was magical ✨

Service is incredible with a handful of Spanish speaking Japanese waiters. We were happy to hear Spanish. The ambiance of the restaurant was great, amazing views and dimly lit.

We ordered frozen margaritas and some appetizers to start: BBQ nachos and beef quesadilla. Then we had entrees: chipotle jambalaya (felt more like paella with salsa from the jar) and chicken burrito (with an overwhelming amount of cheese).

Food tasted good but was underwhelming and not authentic Mexican food. So it wasn’t as expected. It was more fusion than anything else. The avocado was too lemony, the chipotle sauce tasted more like barbecue sauce, chipotle jambalaya isn’t a Mexican dish at all and it was cooked with sausage and salsa. The burrito had chicken, rice and large amount of cheese.

Originally I wanted to get the goat birria but when asked if they serve with rice or beans on the side they said no. There’s no rice and beans in this restaurant for any meals or served on the side.

Overall great place to come enjoy the view and ambiance but food isn’t authentic. It tastes good but def not...