Cancun Express — Restaurant in Cleveland

I have been going to this restaurant since they opened. My family really wanted them to succeed, so we went pretty often. Last time we were there, it was a strange experience. We had the dog with us and thought we would sit on the patio. They didn’t have a gate to the patio so I asked the red headed waitress (the one with the personality of wood) if I could run the dog thru the restaurant to get to the patio. There was one table in there. She told me we could tie him up outside the patio. I said fine and that’s what we did, no big deal. There are 3 small tables on the patio; each held 2 people and we were 4 people. I asked the server if we could pull one of the tables over to better accommodate our party. I was told no, but we could sit separately. The table would only be moved 3 feet and I told her we would move the table back when we left. She said no. I asked to speak with the owner who I was told would be returning to the restaurant momentarily. When he returned (Carlos), I asked him if we could move the table over. He said no. Meanwhile, we were smooshed into this small table with barely enough room for our drinks. Carlos said “it’s like people coming into your home and moving the furniture around”. I proceeded to ask him how many paying customers does he get coming into his home that move his furniture around. Ultimately he did not budge. Me and my party thought this was ridiculous. Carlos added that he could cancel our order and bring us a check for our drinks. I said no; we ordered and we were going to eat, pay our bill, and then leave with plans of never returning. I have worked over 30 years in the restaurant business. I owned a Latino (not Mexican food) restaurant in Atlanta and we would NEVER refuse to accommodate a customer. I couldn’t believe Carlos was so ignorant. He lost 4 people that night plus 2 more as my husband and brother got wind of what happened, so 6 customers all together. This is not how you run a hospitality business, especially when you only have one table in the place. I asked my sister (who manages an Italian restaurant in Atlanta) what she thought about this situation, and she simply replied that the owner was “stupid”. There are 3 other Mexican restaurants within a few miles of me, so this is not a great loss. Please know I was not rude or crazy. I remained calm when discussing this situation with the server and the owner. I was simply matter of fact. I’m very disappointed with Carlos. I would speak Spanish with him when I’d go in there and of course my husband, who is from Colombia, would chat it up with him in Spanish as well. The whole scenario was really dumb and disappointing. Lo siento, Carlos, pero nunca vamos a...

Waitress with the red hair isn’t very friendly. She acts like she has a problem when you ask her questions and when we said thank you she never said you’re welcome. Fortunately for her I still have her a tip but I will not be going back for the simple fact my family member had a food complaint about her food being raw and the waitress brushed it off to seasoning. My family member then showed her it was actually raw and the waitress said she would let the owner know. She then walks away and throws the food in the trash can. After we were done eating my family member went back in to talk with the owner who stated he’s sure it wasn’t raw, that’s the way the meat looks out of the package. He also stated they were so busy the waitress didn’t come get him because she knew he was busy and didn’t want to bother him. With our experience we won’t be back. Hope they read this and make some adjustments. $17 for the buffet sounds good but not worth it when you have to deal with the food and service we...

Came to town late and went to eat after 8. When I saw they closed at 9, I felt bad, but they welcomed us and demonstrated that they were happy to see us. The cook even saw that we walked in and looked at what was missing so he can top off. We told him that he didn't have too but he said he didn't mind and made sure my wife and daughters had everything to choose from. My 3 year old wanted some scrambled eggs with ham that were not on the menu, but again they demonstrated great service by cooking it anyways for her. I could definitely not get this kind of service anywhere else except a family owned business. I wish them the best in their small but...