Urbano Mexican Kitchen & Bar — Restaurant in Bethlehem

First time trying Urbano and after interacting with the manager i certainly won’t be back.

We were a table of 5 and got there about 6:30. Waited over 10 minutes just to put in a drink order and waited over an hour to get our food. We ordered the queso as an appetizer which came out in a timely manner, but due to there being 5 of us we ran out of chips quite quickly, which were never refilled despite her walking past us multiple times paying no attention to us. We all got tacos except one got a quesadilla, so nothing we ordered was complicated although the waitress Karen struggled to understand what we were saying. Once we hit the hour mark of waiting for our food the manager finally brought out 4/5 plates which I understand he has two hands and can’t carry everything at once but instead of going to get the last plate he went to the host stand. When I asked if he was going to get the last entree he got a huge attitude and was extremely rude. After he finally went to get the last plate he then walked away and proceeded to stand at the bar staring at me clearly talking about me and my table. Right after this he came back over and started fixing the table behind us and when he walked away he knocked into my chair and didn’t even acknowledge it or apologize. Finally we ask for a check and waited 15 minutes to get them. We split the checks and they all were screwed up so we had to wait again for them to be fixed and they were STILL messed up and the waitress Karen charged the wrong amount on the wrong cards. After she had to go fix the checks for the second time the manager, another waitress, and our waitress all started staring at us and talking. Not sure why you would try to make your paying customers feel uncomfortable, although it didn’t because we were so confused about the horrible service and no acknowledgment of any issues we had. The manager walked by after that all happened and someone at our table (who is also a waitress) kindly let him know about what had happened with the checks and he did not care at all. He actually responded with “yeah I’m a waiter too and it’s taco Tuesday we’re busy” mind you there was so many empty tables that I couldn’t even count them on both of my hands. If they truly were busy or owned up and apologized for their mistakes things would have been different. Instead we were treated HORRIBLY by the manager and if you can’t take the heat of being a manager you...

So this was 12/18/2021, I walked in and was told it would be a 45-minute wait. we came back an hour later to get an update and told 20 minutes more. Came back another 45 min later and no hostess around. I walk into the place to find a waiter and ask for a hostess. We finally get seated, the waiter greets us very kindly (and by the way the servers were great and very kind) and I ask to see the manager, for obvious reasons. The general manager eventually comes over, I explain the situation, calmly as I can, he gives us the speech about how we didn't have a reservation beforehand, and it is the holiday season in the town of Bethlehem like that means something (its 10 min away from Allentown, come on). I say yeah, I get it, but I am just very frustrated (my exact words). And yes it does get busier I get that but 2 hrs is unacceptable. He restated the spiel and leaves annoyed, never once raised my voice or acted rudely. Another guy, apparently a manager lower manager, comes over and asks what happened, I explain it again and he gives the same speech again and says I have upset the General manager and that they are refusing to serve us now. They have canceled our entire order and told us it would be appropriate for us to leave. I was utterly shocked at this point and so was my friend. When we asked the manager more than once as to why we were being refused service, we were never given an actual answer. We eventually get up to leave to realize that the table next to us has been sitting for 2 hours with an empty bowl of guacamole waiting for their entrees. That is insane. Soon after we left as there was nothing we could do according to Pennsylvania law. This is by far the most shocking experience I have had as well as most unprofessional. The general manager never came back to address the issue nor was their proper reason to refuse service. I have to question how you can take waitlisted guests make them wait 2 hours and then blame it on them. Even the bar across the street had a sign on the door saying, "Reservations only today". They also understood that it was the holiday season and that they could not handle a waitlist also as it would cause problems. If your kitchen can't handle guests with reservations, as was the case with the group next to us, how are you allowing waitlists in the first place? This is the most unacceptable management I have ever seen in...

About 3 weeks ago I made a reservation for lunch and requested to sit outside or window seat because we wanted to watch the Bethlehem parade down main street and splurge on margaritas. We got there 15 minutes early anticipating a full restaurant. It was near empty, maybe 12 people seated between the bar and a few tables. The hostess informed us that they do not take reservations for outside but we can sit at the bar until one becomes available and that a table ordered food to-go so they will be leaving soon. Ok, it would have been nice for some sort of communication prior because sitting in view of the parade was the primary reason we reserved at this restaurant. Anyway, we decided to order drinks at the bar (which we fantastic - bar service was wonderful) and the parade started. We kept checking outside to see if a table was getting ready to leave and instead all the tables turned their chairs to watch the parade, including several tables that had already paid, or sat there with to-go orders. No waiters came by to ask them to leave (since, you know, they were clearly done with their dining experience). About another 30 minutes later the parade is already more than half over and we didn't really get to see it, we noticed a small two-seater hightop by the window became available. It took another 5 minutes to clear the table and the hostess let us sit there. Parade is nearing the end when a server came around to ask us if we wanted food, and we put in an order. Food came out and one of the dishes was completely wrong, and we were never given utensils w/ napkins. We also overheard the table next to us tell a server that they ordered drinks about 20 minutes ago and never got them. Free dessert was offered but we politely declined. Our hostess/server were amazing (they should really go find employment at a place that values them more). During the 20 minutes we were actually sat by the window, one of the servers went outside and stood on a chair directly in front of us and clapped his hands, yelling. Such a shame for this business, we understand the service industry quite well & so we are usually patient and understanding but this was way passed all that. We were planning to have a casual afternoon sipping margs and enjoying the fall weather, instead we dropped more $$ next door at Clusters Popcorn since they know how to run a business and care about...