Hacienda Real Geneva — Restaurant in Geneva Township

Horrible place to have a Birthday party! I called ahead and spoke with staff/managers to accommodate about 20 people they said yes we can most definitely do it. I called again to make sure and even asked what if more people show up? Don’t worry we’ll accommodate as they come but we’ll CHARGE $25.00 for every person that DOESNT show up, at that moment they took my credit car. Day of party people arrived and weren’t able to be seated until 10 people got there. We brought in a Birthday cake and as soon as we got there my husband passed it to the waitress Rosie and asked if we could have it later the manager LULU comes back in a fast pace and says this will be $35.00 extra with a horrible tone. Why? We have to put a candle on it and serve it on a plate!! Ok, that’s fine anything to not ruin the day. At that moment we had about 18 people and still weren’t able to be all seated, we didn’t fit at the table that was supposed to be for 20 they had to bring a stone table from outside mind you were in the month of January the table was super cold and icy people had to keep their jackets on to eat on it since it was cold and icy from outside!!! Finally my 20 show up and we all had to squeeze in like sardines elbow to elbow couldn’t even eat right! Another 5 people show up I ask if they can accommodate them the manager LULU seemed super bothered and tells me NO!! I had to remind her of the 3 conversations I had with her and her staff I said you guys told me you would accommodate any extra people as they came her response well now we cant now we are over booked she wouldn’t even let me get a word in felt like she wasn’t trying to accommodate or even apologize for any of the inconvenience at that moment it felt like an argument. We even asked if we can have the table beside us once they are done she says no she wasn’t trying to work with us she advised We have that table RSVP already! I did tell her that I thought it was very inconvenient especially with such a big party like this that they can’t accommodate she basically said if you don’t like it you can leave we’re not going to accommodate basically screaming at me in front of all my guests! I was so embarrassed in front of all my guests but not about to leave and pay $25.00 a head to not receive any kind of service. That was the ONLY reason we all didn’t all get up and leave at that moment.We all asked to speak to another manager since she was being so unprofessional and very rude. No empathy at all just if you don’t like it you can leave either way we’ll be paid $25.00 a head. The other manager never ever came the waitress came and apologized in her manager’s behalf. Im upset that I wasn’t able to have all my guests together for such a special day .I felt bad that some of my family and guests had to dine at the bar and weren’t even part of the cake celebration . After my guests got their food they wanted to accommodate them at another table far from us they knew my guests at the bar wouldn’t move after being served their food who wants to move while your already eating so inconsiderate So inconsiderate.We also weren’t able to split the bill we asked twice and both time LULU refused! This left a horrible experience to me and all my 25 guests that night they all had something negative to say about this location it’s very unfortunate that the manager of all people wasn’t polite or professional or even empathetic everything a manager should have. It was the worst experience that I’ve ever experienced especially for a Birthday a day like this should be celebrated and accommodated .The people atmosphere should be warm, inviting and great customer service. The way they talk to their staff is degrading too maybe the manager is overwhelmed who knows. I just feel it was very unfair to us when all we needed was to accommodate 5 more people, we spent ALOT of money on food and drinks to be treated horribly.. We never got an I’m sorry from the manager and you would think that she would be...

ZERO STARS! We had a horrifying experience at the Geneva location. A waitress spilled 3 of their largest margaritas all over me. I was drenched from shoulders to shoes. Yes accidents happen but the manager’s lack of response and attitude toward us was completely unprofessional. As I stood there dripping wet no staff member offered me anything to dry myself off with. Finally a nearby table offered me some of their napkins and I had to go to the server stand to ask for more. Assisting me in this situation should have been the restaurants 1st response. But I literally received no assistance other than the bus boy cleaning the table and floor. After spending 10 mins in the bathroom I returned to the table and my completely saturated upholstered chair. I had to stand and wait for 5 more mins until someone could get me a dry chair. Still no manager visit….We debated on whether we should leave because my blouse, pants and shoes were saturated. However, we opted to stay because we were with friends we hadn’t seen in a long time. Before even ordering our dinner, the waitress who spilled on me -not a manager-came by to apologize and offered us free shots or a free dessert. To me this was completely insulting. Seriously free shots?? Never once did a manager visit our table to check on us We had to ask to speak to him at the end of our meal. After a brief discussion informing him we did not want shots or dessert, the manager offered to take 20% off our bill. We were stunned. 20% is what we would have left as a tip. It was not an acceptable compensation for the awful situation. When I informed him that my suede shoes were ruined as well as our entire experience, he said that was the best he could do and we should be happy...

Poor customer service and terrible communication at the host stand. Walked out. This was my second time visiting. I arrived without a reservation on a Sunday at 4:30pm. Our party included 4 adults and 2 kids. The hostess (pictured below) rudely asked if we had a reservation and I replied that we did not. She then started looking into their computer system and said “we don’t have availability”. No apology or follow-up communication. I said “ok, we are willing to wait. What is the wait time?”. She continued to look at the computer and replied “we don’t have room”. I said “I heard that but what is the wait time?”. She replied “30 minutes”. We started to move aside so others could check-in and also to make the decision if we should wait or not. As we moved to the side the hostess then shouted “actually 45 minutes”. Once again no follow-up such as “can I put your name in”. We decided not to dine because I was not confident we would get a table with their poor communication and chaos. The restaurant had few customers at 4:30pm and I assumed they just did not have staff. I requested to talk to the manager to inform her of the poor communication and terrible customer service from the hostess. I spoke with Lulu and she immediately asked if we had a reservation. We said no but we were willing to wait. She kept enforcing that that’s how they run their restaurant and that’s how they staff. I said I understand but sometimes people come without reservations and are willing to wait. She said she was sorry and could squeeze us in the bar area at a small table. We decided not to do this because she basically implied service would be subpar due...