Nuevo Acapulco Mexican Restaurant — Restaurant in Fairview Park

I have been to the Fairview Park location a few times and have always been overly satisfied until my last experience which was very disheartening. First, let me start out by saying the food was excellent on ALL of my visits. It is always hot, fresh, and the portions are extremely generous! No complaints about the food. My issue with our last visit is with the general level of unacceptable customer service, especially from the owner/manager. Someone in our party graciously offered to buy a round of shots for our group of 5 people. We quickly settled on Avion tequila by mine and my boyfriend's recommendation. We chose this tequila because my boyfriend and I were there a couple weeks prior and we had done shots of this exact tequila (or so we thought) and LOVED it. We specifically remembered saying it was a very smooth tequila and not super expensive, only $9-$10 a shot! So here is where it goes south: our server brought the shots, we cheered and drank them and it wasn't until we were all completely done with the shot that our server says to us "you guys know how much those shots were, don't you?" Immediately, my boyfriend and I spoke up and said yes and explained how we had that exact tequila a couple weeks ago at this location. She proceeds to tell us that the shots we just consumed were $25 a shot! We were all taken aback for a number of reasons: 1.) An experienced server would have confirmed with us that these shots were what we intended to order since they are on the expensive side, && especially knowing that ONE person offered to pay for them. 2.) She waited until AFTER we did them to tell us the price. 3.) This is the worst part of all: She also informed us that she didn't have time to make the shots herself and that the owner/manager helped her out and prepared them for her. Apparently, unbeknownst to us, there were different quality levels of this tequila (a silver, a gold, etc.) and instead of asking us which level we wanted (we didn't specify when we ordered simply because we didn't know there were different options!) the owner went ahead and just assumed we wanted the top shelf one! Who does that!? If he wasn't going to take the time to ask which one we wanted, he should have, at the very least, assumed we wanted the lowest quality/cheapest so as to avoid the situation that ensued. I think the lesser issue here lies with the server being uneducated on the tequila/menu - had she known there were different levels, she could have prompted us right at the time of ordering and we would have chosen accordingly. (I would like to note that she was very kind and very accommodating throughout this entire debacle.) The biggest issue, in my opinion, lies with the manager/owner. He should NOT have assumed the most expensive one and lastly, we asked to speak with him at the conclusion of our meal and he refused to come out and speak to us. He did begrudgingly adjust the price of the shots to the lowest priced one, as he should have. We will still be back because we really like this place but I was embarrassed that we brought people who had never been before and this is the type of service...

This review is solely on THE CUSTOMER SERVICE; we received on Sunday, May 19th, 2019. we've been a loyal customer of this restaurant since the very beginning at their original location. I am not sure what happen once they moved to this new location! I took my elderly mother to celebrate her birthday we arrived at 5:16 pm and was told it would be about a 15-20 minutes wait they sat my mother and I within that time frame at our table...10 mins later @5:45 pm the waiter finally acknowledged us, and asked "what would we like to drink...he brought both drinks within 5 mins; at the same time waiter took our order.....we DID NOT get OUR MEALS unit 6:43 pm....OVER AN HOUR from the time that we arrived at the restaurant and by this time both our coffee and our salsa and chips we finish. NOT ONCE the waiter came back, to asked if we would like more salsa/chips or coffee refills!! I had also, told one of the hostess, along with our waiter that today was my MOM'S BIRTHDAY...we ALWAYS HAVE GONE TO Nuevo Acapulco and they would sing "Happy Birthday/Feliz Cumpleanos" to my Mom! When I mentioned it to an older Busser (a guy in his mid to late 30's) he huffed and buffed brought out a sombrero tossed it on the table and stated in Spanish "here you go" walked away!!!!! HE FAILED TO ACKNOWLEDGED MY MOTHER SPECIAL DAY. To make matter even worse a female busser rudely had attempted to take my plate...as I am putting my leftover over into a white to go container box.

By now some of the other staff notice that I was very disappointed, frustrated and extremely upset. Three very polite young ladies Ashley, Maria (sorry, I cant think of the third young lady's name) spoke with my mom in Spanish, wished her Feliz Cumpleanos and hugged my Mother---MARIA WENT A STEP FURTHER, she gave my Mother a Gift Card and apologized for the waiter, busser....basically THEIR oversight. I could have taken my Mother to EL RODEO or even SI SENIOR, but she truly love Nuevo Acapulco. I hope the customer services skills for the entire staff is improved----especially the wait staff...

Longest wait ever. Showed up at 350, I didn't leave til 551. My Saturday was held freaking hostage there. There initially was a 30 minute wait even tho there were several tables available. I'm not being impatient or unreasonable either as several other customers noticed the empty tables weren't beong filled. Finally sit & I waited 20 minutes to get a drink and chips(which the salsa is just watery soup like running off the chip every damn time) after I already sat down. Took about the same time for the server to come back with silver ware and ask our order. We didn't see her again for like 35 minutes while i watched other stranded customers become frustrated as well. Food finally arrives: the margarita is sour as hell with some garbage premix and not enough alcohol, my beer was sticky, the rice is the weakest I ever had at a Mexican restaurant, and the beans were so pale I thought about buying them a flight to Mexico to get a tan. Ate the food and sat around for another extended period of time. I had to ask a random person for my check so i can be released from this prison, they didn't come back fast enough either. This awesome experience set me back 50 bucks and 2 hours. Place sucks since they moved. I don't to any leave bad reviews but for the price you can def eat better at another Mexican restaurant. Gets 2 stars cuz the steak meat was actually legit on the enchiladas that they forgot to put green sauce on. It's a shame because I used to love this place prior to them moving. Would go almpst weekly. They're passing their moving costs off on us by providing inferior food and service when compared to the old spot. This version should not be allowed to keep the old ones reviews. Misleading...