Latin Cafe 2000 — Restaurant in Hialeah

My husband, my 3 children and I we went today at 3:30 to the Latin Cafe at the Hialeah location. The waitress name Luz P. took our orders, without letting us know ahead of time that our meals will take longer than usual or that the restaurant will charge us an 18% Gratuity. Nonetheless, we order and our food came 40 min later, I ordered the chicken linguine with bacon alfredo pasta. When I received the dish it was nothing but a mountain of 99% dry pasta, just a very little of sauce at the bottom of the plate with just a few very small pieces of chicken already cut and 0 bacon on it. I had to take out from my plate more than half of the dry linguine and order a small pice of chicken breast that of course, I was charged for, it in addition to my plate cost. I also had to asked the waitress for a little bit of alfredo cream sauce to add to my dish. Again, the waitress took an additional time of 25 minutes to bring me those ingradients. Unfortunately by the time she brought me the rest of the food my family was already finished with their lunch and I was so hungry that I end up eating the half of the dry linguine by itself, with no sauce and no chicken. Anyways, it came the time to pay and she brought the receipt charging us 18% gratuity= $21 dollars that in our point of view did not justify her service at all. When I asked her why I was charged for gratuity she replied that for groups of 5 or more the restaurant charges 18%. I said to her that she was supposed to let us know ahead of time about this gratuity policy so we could decide if we wanted to dine in or go somewhere else. The lady didn't say anything, neither she apologized for all the previous inconvenient. After I paid we left and my husband looked at the bottom of the recept and sees that it says that 18% gratuity will be added for groups of 6 people or more. Not only the waitress gave us a very bad service overall but also lied us about the percentage of gratuity based on the amount of customers according to the receipt. It is sad that restaurants will reward their employees with a high percentage tip that in this specific case we got charged without our consent or knowledge. Managment should supervise a little bit the performance of their employees by at least greet the customers at their tables and ask is everything is ok or maybe in my case, a member of management could asked me the reason why I asked for more of the main ingredients of the dish. This will give the supervisor a hint on the underperformance of the employee, but I guess it was no supervision today at the time we went. This restaurant should make sure what type of performance their waitress/waiter they are giving to all clients in general prior to charge them for gratuity. I have never had such a poor customer service experience like this one in any of the Miami locations. Unfortunately, this was our first and last time here at the Hialeah branch. I really hope that this beautiful restaurant will improve their customer service skills...

After seeing a great movie, I went to take my adult nephew to a birthday dinner and I regretted it! We came in approaching 9pm and there was no welcome-so we sat ourselves in a booth. The server- Luz later came and brought the usual paper menu! We ordered 2 entrees; one a steak and the other a Shrimp with the 2 sides-options which each dinner comes with!!! The steak was ordered “medium rare”. We never got the toasted Cuban bread that always comes with the entrees. When my nephew got his steak-it was “cooked through”-yet he didn’t mind and insisted on not even saying anything!! When I got my Grilled Shrimp- I kindly asked the young man who brought the meals to the table for lemon. Never got it. I had to flag Luz to ask for water during the meal. When presented the bill-I noticed they charged for 2 side orders- specifically the tostones and the plantains; both of which are listed as the available options clearly on the menu! I called Luz over and pointed this out to her. Her matter of fact response was that due to the higher price of foods they now charge additional for that! I asked why then do they give out a menu that clearly states that those entrees come “included with the 2 sides?” She said “they have been doing so for 2 months now and haven’t corrected the menu.” We were never told this-by her-prior to putting in our order. What’s more I mentioned to her that I had taken my friends from New York there-just 3 weeks ago and NEVER were we charged extra! Still- there was no apology, no offer to adjust or correct the order, or attempt to seek the manager. Instead-she was more interested in doing her side “closing work tasks” than to make things right. I couldn’t wait to get out of there-as I didn’t want to end a Birthday Celebration with anymore disappointments!!! WARNING: Check your receipts before you pay because this restaurant has no operational integrity or respect for the customer who blindly trusts that they honor their menu! The better suggestion is DO NOT EAT HERE! I am loyal patron to establishments I can trust; so I will never be back...

I recently had the pleasure of dining at a fantastic restaurant, and I just had to let you in on my incredible experience with Sandra Avila , one of their outstanding employees. 🌟 From the moment I walked in, Sandra greeted me with a warm and friendly smile, instantly making me feel welcomed and valued as a customer. Her genuine enthusiasm for her job was evident, and it truly enhanced my dining experience.

Throughout the evening, Sandra consistently delivered top-notch customer service. She was attentive, ensuring that I had everything I needed and going above and beyond to accommodate any special requests I had. Not only was she knowledgeable about the menu, but she also provided great recommendations, guiding me towards some truly delicious dishes.

What struck me the most about Sandra was her ability to create a positive and upbeat atmosphere. She handled each interaction with grace and professionalism, while also injecting a sense of joy and fun into the dining experience. It was clear that she genuinely cared about the happiness of every guest, and her enthusiasm was infectious.

I must mention that Sandra's attention to detail was exceptional. She ensured that each aspect of my dining experience was flawless, from the presentation of the food to the timing of each course. Her dedication to providing a memorable experience truly shone through.

Overall, I can't recommend Sandra enough. Her exceptional customer service, warm personality, and passion for her work make her a true asset to the restaurant. If you're looking for a memorable dining experience, Sandra will undoubtedly exceed your expectations. Make sure to ask for her when you...