Urban Sombrero — Restaurant in Denver

I have one word to describe the service we received at this restaurant, and that word is embarrassing! Spending most of my life working in the service industry I know how I'm supposed to be treated as a customer, and I have a lot of patience and some excuses I can give to cover a few mistakes, but this experience was just so bad there is nothing I can say or do but write this review in hopes that this establishment will get it's act together before they waste anyone else's time and money. So let's start at the beginning. After being seated it took almost 20 minutes for a waitress to come and take our drink order, another 20 minutes to get our drinks and then to take our food order. There was a lot of mingling of the wait staff happening during this time so that was probably the reason our food was finally served to us over an hour after being seated! Then our waitress nearly dropped the whole order in my companions lap! Had vdjhe not reached his hand out to grab my dish he would have been wearing the smothered burrito and three tacos we had ordered. My first bite into my tacos was nothing but fat, they forgot the salsa that was supposed to come with my dish, we asked on three different occasions to get more chips and salsa finally receiving the chips after our meal was delivered, but never got the salsa. Finally when we were ready to leave our waitress tells us we have to go to the front to pay because all of the ordering tablets were dead, and needed to be charged! We waited at the front door another 10-15 minutes while the 6 people at the front desk ignored us and when I asked again if we could pay there was told that they only had one register and someone was using it. Finally when a woman came and took us to another register to get us paid out, I noticed a gentleman get up from his table and grab the broom and dust pan to sweep the trash away from under his table so his wife wasn't having to touch other people's used napkins with her sandle exposed toes! This is unacceptable! There were at least 7 servers, 2-3 hostesses, 3 bussers and 1 manager on duty while we were there and it wasn't nearly busy enough to have excused the blatant disregard for cleanliness or for customer service going on in this restaurant. Also, tell me why every one of the woman or girls working here are all dressed like it's a night club all short skirts, low cut tops, or tight pants and bralettes. They are serving food here! And honestly I'm not sure all these ladies are even old enough to be serving alcohol!! I really hope that this restaurant can get it's act together soon. It would be a shame for the good name this company has built at it's DTC location, to be ruined at this place. I was extremely let down, and I hope all the customers visiting from the nearby airport and hotels that line the streets here aren't having the...

This was our second visit to The Boozy Biscuit. While the food continues to impress, the service—especially at the bar—was disappointing and, at times, downright uncomfortable.

We were greeted promptly when we sat at the bar, which gave us hope this visit would be better than our first (when booth service was slow but the food was good). Unfortunately, after that initial greeting, the experience quickly went downhill.

As the bartender handed us food menus, she immediately asked for our drink orders—before we even had a chance to look at the drink list. Then she disappeared for quite a while. The bar wasn’t busy at all, so the lack of attention didn’t make sense. There were no check-ins, and we had to constantly look around just to find someone to help us. Most of the time, there was no one behind the bar.

When she returned, she told me she didn’t know how to make my drink (a Salted Caramel Colorado Bulldog) and had to look it up. It tasted completely off—definitely not made correctly. My husband’s Sombrerita came out underfilled (photo attached).

Things went from bad to worse when the bartender started eating behind the bar—taking big bites of food, then immediately making drinks while still chewing. Combine that with her repeatedly touching her hair, and it just felt unsanitary and unprofessional. We were still waiting to order our food at this point and had to flag down another bartender just to get our order in.

Once the food arrived, it was fantastic—fresh, hot, and packed with flavor, which helped salvage some of the visit. But then, as we were finishing up, the bartender tried to start clearing our plates without even asking if we were done. I still had half of my burrito left and had to stop her to ask for a box.

To top it all off, someone who appeared to be the owner or a manager walked through the bar area with a few dirty glasses. He clearly saw us waiting and looking frustrated, made eye contact more than once, but never stopped to check in or ask how things were going.

We’ve now been here twice: once with slow service, and now with poor, unsanitary service at a not-busy bar. The food is great—but unfortunately, that’s not enough to outweigh the overall experience. We won’t be sitting at the bar again, and honestly, we’re not in a rush to come back at all unless things change...

Totalmente destrozado por lo que sucedió anoche con el manager. Se debe una disculpa por la amenaza y la injusticia

Edit after reply from owner:

Last night, while my companion was outside the restaurant, enjoying a glass of ice water, an unfortunate incident occurred. A member of security kindly asked him to leave the place due to a misunderstanding with the waitress, who had given him excellent treatment and a kind gesture. Despite this, he respected the request and agreed to return another time. However, my companion, feeling dismayed by the situation, decided to express his experience by leaving a one-star review on the corresponding platform. In that review, it was mentioned that my companion had made inappropriate comments towards the waitress, when, in fact, it was the waitress who treated him kindly. It seems that some individuals present in the courtyard felt uncomfortable with this situation, and began to mock my companion in the bathroom, inventing false accusations. Fortunately, the presence of security personnel prevented the situation from getting worse. Later, upon returning to the restaurant for food, he encountered the owner or possibly manager, who verbally threatened my companion with physical violence due to the one star review. Despite this, my companion decided to give them another chance and changed his review to five stars, as he appreciated the friendly treatment provided by the waitress. However, upon leaving the restaurant, the manager again tried to attack my companion, this time accompanied by another individual, possibly known to those mentioned above. I sincerely appreciate the presence of the security personnel, since throughout this time, my companion remained calm and did not lack respect or respond to provocations or offensive words, as I confirmed through communication through my mobile phone. I hope the establishment takes the necessary steps to address this situation and ensure a positive experience for all customers. I also want to point out that I was the one who persuaded my companion to change the review back to one star. I appreciate the...