Restaurante Hacienda El Mortero — Restaurant in Cancún

Worst service I’ve ever experienced and the food was subpar. It started from the moment we were inexplicably seated at the worst table in the entire restaurant. Our server didn’t arrive for the first 10 minutes. When he arrived he was kind but didn’t ask us if we’d like anything to drink, usually the very first question in any restaurant. Instead he asked for our entire food order, not just appetizer, and he left. At no point were we offered even water. When he did not return after another 15 minutes I was forced to go address another server and ask for water. Due to our table location we were in a low traffic area and servers were not passing us by easily. When the server brought the water I let him know we were changing tables so we were not eating in the dark and in the awkward seating position we were placed in. Our server returned with our appetizers and, again, never offer drinks nor refilled our water. The empanadas were burnt on the outside and the calamari was cold. The lime soup was very good. The main course was brought and of course water glasses were empty at that point, but you’ve guessed it, the server offered nothing. He quickly dropped the main courses, cleared empty plates and left. I had to get up again and find another server to bring us water. The mixed fajitas contained 4 small, unseasoned shrimp, the chicken was bland, the steak undercooked, and the rice was over cooked. I have nothing positive to say about the dish. Sadly 2 of the 4 tortillas were inedible due to being grey, not sure if they were old or something with the preparation but I wouldn’t chance eating them. My companion had the seafood stew and it looked very good and I was told it tasted good as well. By the time we finished eating I was so disgusted with the lack of service that we didn’t want to wait for dessert. I would’ve liked to have tried one of my favorite desserts but I couldn’t stand to be in that atmosphere any longer. Not even the very good mariachi band could make up for the horrible service and improve my mood. After about 5 minutes of waiting I approached the (unhelpful) hostess for the check, letting her know the service was terrible and we were leaving. Another 5 minutes later, while sitting at a seat near the door, our server approaches and asks “Yes, ma’am?” Not sure what he thought I wanted as I sat next to the exit but I again asked for the check. He brought it immediately and I’m still kicking myself for leaving a generous tip! It’s conditioning and I knew it meant more to him than me but the service was truly horrible and it wasn’t that they that were just busy. The restaurant was half full on a Thursday night and at multiple times servers were standing around. Sorry this was so long, I needed to get this horrible experience off my chest and hopeful put it behind me. I’ll never return to that restaurant and would never...

A worst dining experience that made me realize that even a highly rated restaurant treats its customers differently(especially Asians).

First of all, the lady at the front desk chose a table for two of us, probably the smallest and most marginal table in the restaurant, and when we sat down and found that almost half of the tables were empty and the other two customers were all sitting at a normal tables for 4 and near the center of the restaurant, then we knew we were being treated differently.

As other reviews described the restaurant as having excellent service and attitude but did not happen to us. The waiter clearly did not want to interact with us beyond serving our food and taking away our finished plates, and even when we left. The most outrageous thing is that my wife said she only wanted water, not drinks, but the waiter brought us a $170 peso bottle of water and opened it without asking us if we want it, but afterwards I found out that all the other guests drank free water from the restaurant kettle, except for us.

Finally, the restaurant manually wrote the tip amount on my bill without asking my opinion, and the us dollar price written to me was 11% more than the price of peso, I'm not sure if all restaurants in Mexico are adding the tip amount they decide without asking their guest, I felt very disrespected.

To be fair, the grilled meat at the restaurant was good, but based on my experience, the five star rating is simply...

Let me share our delightful experience: Food: The moment we took our first bite, we knew we were in for something extraordinary. They transform traditional flavors into refined haute cuisine. From the smoky aroma of their charcoal-roasted meats to the handmade tortillas, every dish was an adventure. The ceviche danced on our taste buds, and the roast pork tenderloin was a work of art. Service: The wait staff here deserves a standing ovation. They were more than attentive; they were like old friends welcoming us home. Veronica and Jorge, in particular, stood out—warm, friendly, and genuinely passionate about ensuring our dining experience was exceptional. Atmosphere: The restaurant is walking distance from downtown. The outdoor area is perfect for sipping margaritas while the waves kiss the shore. And yes, the Latin music playlist added just the right rhythm to our evening. Tequila and Mezcal: Porfirio’s boasts a meticulously curated collection of over 100 tequila and mezcal brands. Pairing these spirits with their dishes is an adventure in itself. In summary, Porfirio’s Cancún is where Mexico’s soul meets haute cuisine. It’s not just a meal; it’s a celebration of tradition, flavor, and impeccable service. Whether you’re celebrating a special occasion or simply indulging in life’s pleasures, this restaurant will leave you with memories that linger like the last notes of a...