Bienvenidos Restaurante — Restaurant in Holbrook

My family and I went to this restaurant tonight with high hopes after reading good reviews. We arrived at 4:45 PM to a mostly empty restaurant which was our goal because with two young children, we needed to get them out and home and in bed at a decent hour. We were seated quickly and greeted warmly. They provided whiteboards and markers for the kids which were a big hit. My husband and I ordered an appetizer, the dirty brisket fries, which were delicious and came in a timely manner. We ordered two kids meals and one combo barbecue platter. After being in the restaurant for over an hour and still not receiving our food, including my husband's salad, we checked in with the waitress and she said she would check on it right away. She continued checking in with us and telling us it was coming, and she was sorry because they were just really busy. They had gotten much busier, but they did not start out that way. About 30 minutes after we had arrived a party of four men sat down two tables away from us. They had ordered their four meals, received their four meals, eaten their four meals and paid for their four meals all before we got our food. At about one hour and 15 minutes, my children were melting down, and my husband had to take them outside. During this time, I asked the waitress to please give us our food to go because we would not be able to eat in the restaurant because my children needed to get home and go to bed. I still waited an additional 20 minutes to get my food in to go containers. I received no discount for the long wait even after the waitress acknowledged that something must have happened for everyone else in the restaurant to be served promptly except for us. I don't know if it was an error in the entering of the order by the waitress or an error from the kitchen, but something happened. The most disappointing part was that the manager was making rounds in the dining room and came to ask how everything was going right as I was waiting for my check after just receiving my food to go, I calmly explained the situation, and the only thing she offered was that she would keep an eye on it and that they were busy. I am very disappointed in this experience. The kicker was that once we got in the car and tried to give my kids food on the drive home my daughter's hamburger was missing the cheese that she ordered. This restaurant specifically pitches themselves as a family restaurant but they need to do a lot better at making sure that families can actually eat there and not have to leave having eaten nothing but...

This restaurant is terrible!!! I don't know why it received such great reviews??? The food was mediocre & the service was appalling. We (5 of us) stopped by because of all the great reviews, the waitress, Heather, was soooooooooooooo rude & dismissive. Finally after 3 very impolite replies to us, my husband spoke up to her about her rude replies, and she just turned around & said "I'll go get the manager." I guess she gets that a lot? Both owners of the restaurant came, one after the other, so we had to explain twice, but they were both very nice. We explained the waitress's appalling behaviors, and they both apologized profusely; they explained that they were swamped because a server did not show up that night, so Heather was over-worked.

The owners did not offer to comp or even give us a discount on the meal, which was close to $100. We ordered 2 orders of PAIR OF GRILLED CHICKEN BREAST based on the delicious pictures that were posted, when it came, there was no mushrooms & no sauce on it, it was just 2 small boned-in, skin-on chicken breasts with the wings attached. I wished I had taken a picture of it when it arrived, but here is a picture of it after we took the leftover home. We thought we had gotten the wrong order when it first arrived, so we asked the waitress about it, and she curtly said the menu has changed, so no mushrooms anymore. The 2nd picture is what we thought we were ordering based on pictures posted on Yelp. THIS IS NOT WHAT YOU'LL GET. We also order the BBQ Pork Spare Ribs (tasted fatty), Sliced Smoked Brisket Plate (not great). The only thing that was good was the Regular Burger. Oh, and we didn't even get the rolls so many reviewers raved about until we asked for it (they were just okay because they were cold).

In all fairness, I do have to add that the male owner was very nice & caring. The female owner kept asking what we want to do about it now. I think she was asking if we are asking to comp the meal which was NOT why we complained at all.

So, save your money & skip this restaurant; the food was mediocre & the service was appalling! THIS RESTAURANT IS DEFINITELY NOT WORTH YOUR TIME OR...

TLDR: 1 star rating is exclusively for the service. So, it's our 20th anniversary, but we need to get to our daughter in CO. Day before, I'm selecting where we would stay for the night. Bienvenidos had the highest Yelp rating few towns before and after Holbrook on I-40. So, I decided this is where we dine and we would stay in Holbrook for the night. Open till 9pm, perfect! Doctor's appointment took more than needed, but we intended to make it. Got there 7:25 pm. Nice hostess says they are full and the wait time is about 30min. We asked if it's ok if we go check-in to the hotel first and she says sure, come back in 30-40m and I will seat you. We're back 7:59pm, she sits us right away. We're happy, we still got an hour to close. It took close to 10 min for waitress to show up, she took our order, beers came in relatively soon, then she disappeared. Eventually beers are empty, no appetizer in sight, no server around. We see the kitchen sat down something which looks like our order. Tempted to just go and grab it ourselves. Eventually at 8:43 she brings us our food. We ask to refill our beer order, but that's "too late" because "we just closed it". Ok, closed that tap, but how hard is to grab a bottle from fridge? And instead of "sorry guys, nothing I can do" or something like it, we've got "next time you'll know not to come in this late". Boxed our food, closed the tab with much nicer server from the other side of the establishment. We asked what's going on as sign says 9pm. Apparently, "they decided to close at 8 because they started running out of things". Gas station attendant was happy to sell us few extra beers and we ate our food in the hotel room. 20th anniversary to remember. Quick comment to the "miss hospitality": In my life I've tipped as much as 45% of the check and I've tipped $500+ per visit, but you my dearest getting nothing tonight. And I guess next time I'll know better and keep driving past "Holbrook, AZ" sign.

P.S. just realized that our soup never...