Hacienda Jalisco — Restaurant in Firestone

My husband and I have been coming here for years. We live right up the road and have been loyal customers coming in weekly for their delicious food. Unfortunately we will not be returning after our most recent experience. First the hostess’ disappear trying to juggle take out orders along with sitting people. There was a line of people waiting and they skipped over a couple next to us who were on the waitlist saying they called for them but seated someone else instead, when they were just standing outside. We also wanted to sit outside but due to COVID restrictions we were required to sit 6 feet apart which was fine since we had been just a few days prior and the tables around us were full, assuming they would be 6 feet apart to begin with aka why they were sitting people next to each other’s tables. They told us this time that they could not seat us cause they had no tables, which there were visibly tables available. I asked to talk to the manager as this was frustrating and very inconsistent. It took the manager 10 more minutes before showing up, which might I add not even sure it was actually the manager and she was dressed the same as the servers and wearing an apron. She was extremely rude and unprofessional. She approached me (closer than 6 feet might I add) and asked what we wanted her to do about it and said that if we did not like it we could leave and not come back. This was disheartening to hear as we loved coming to this restaurant and would of been nice to know that the MANAGER of the restaurant would be able to explain why the mistake was made and see if there was any way to fix it in order to keep loyal customers. Nothing was done and they lost not only our loyalty but our respect as well. Extremely disappointing behavior on her behalf and Should of been handled in a mature and...

My wife and I had been to this restaurant in several ocassions and we loved the customer service. Recomended several family members and friends. The food took about 45 minutes to get served, I didn’t mind the wait. My wife order a seafood dish which she had previously ordered, noticed this time it had more veggies and way less seafood, expressed her concern to a waitress. Vicky the manager asked what the issue was, in a very polite manner, asked why there was less seafood. She then began to argue in a very confronting way that it was the exact portion the meal contains. Disagree with her, it was obviously less this time, she kept condradicting us over and over in a very unprofessional manner. In other words was calling us liars. There was no wining an argument with this lady, if she said she was right there was nothing we could say to change her mind. I proceed by paying the bill tiping the waiter that had nothing to do with how unprofessional the manager treated us. Talked to Vicky for a second time trying to explain to her that it was very unprofessional the way she aproached us, she apologized and said it’s her tone of voice and her face which made her seemed mad. We told her that being a manager she needs to be a role model for the others, that she gave us a terrible customer service . She then began arguing again. And then took off said that she was busy and needed to get back to work and took off. The thing we were trying to obtain from our complain, was a simple yes we messed up, we will make sure it never happens. She probably though we were trying to get a free meal. Ruined our evening. I am never recomending this...

Was very disappointed in the service and professionalism of the staff. My family went here for lunch today... we ordered fajitas our food was brought out but we had to ask for plates,silverware, and torts. Once the waitress brought it out she did not return to refill drinks or see how the meal was. we had to ask another waitress to find ours and get our check.Then we received the check noticed we where charged for dinner fajitas not lunch. When we asked why the waitress seemed confused and asked what we wanted her to do.. she rudly asked did you want me to change it . Then went to talk to her manager.. we waited another 10 minutes.. the lady came to our table did not look to be the manager she was in an apron and was extremely rude.. told us we got served the dinner portion. She continued to say she spoke to the waitress and we where holding the dinner menu when we ordered not the lunch menu.. but when we ordered all menus where stacked at the end of the table. She said there was noting she would do cause the waitress said we weren't holding the lunch menu. It shouldn't matter if you are holding the menu , waitress should have asked us then which one we wanted. Also they should have corrected the mistake. This was not the first time we have been there and they have messed up something. We will not be returning or recommending this...