Puerto Vallarta Mexican Grill — Restaurant in Manchester

First time customer so I’m hoping it was just a bad night for them... I was given a gift card at work and brought my boyfriend for date night.

We were sat in a timely manner by a hostess who did not say a single word to us. I don’t think she was trying to be rude, just maybe young and shy, or tired. Not a big deal.

We then waited with chips and salsa to tie us over for at least twenty minutes before being asked what we would like to drink. We both got margaritas. They were served in hot glasses right out of the sanitizer when they arrived about 12 minutes later. These glasses also had what looked to us like they had giant cracks in them... when we asked they dismissed us and insisted they were not. Would have let that slide if either of our margaritas came out ice cold. After drinks we received an order of guacamole. The woman preparing it wasn’t even wearing food service gloves, though we did enjoy that they make it fresh at your table. we then waited another 20 minutes for nachos that came out lukewarm. And when I say lukewarm I do mean it. My boyfriend literally lifted the base of the chips off the plate to touch the center underneath; it was room temp. If served at the correct temp, you should barely be able to touch the plate from the heat of the food. The server asked us in all seriousness if we wanted plates to eat our nachos off of. We (appalled) quickly said yes and pondered why that was even a question. Once we realized our food was cold, we alerted the server and decided to pass on another order that he did graciously offer.

We had ordered entrees, however we decided to cut our dinner “short” after over a full hour of mostly waiting for bad service and food. I am incredibly grateful the server took the rest of our food and the nachos off the bill.

I don’t think I will ever return. This whole experience occurred after dinner rush on a Wednesday and the dining room looked pretty cleaned out. Just a couple bigger tables paying bills. Having worked in the service industry before FOH and BOH, I saw very little reason for such slow service.. I also wanted to add the floors were cluttered with napkins and chips. At first I thought it was just the dinner crowd clearing out, but the mess was never addressed in the time we were there.

Judging by other reviews they have more on nights than off ones, but the experience was so exceptionally bad I’m hoping the proprietor of this business might see this and take it constructively, or at least maybe I can help someone else avoid an experience like this. I do want to add that my very few interactions with the staff were pleasant and professional even when we cancelled our meal, and we did very much...

Called on a Wednesday 11:23am to see if the resturant could support a party of 11 for 5pm on Saturday. I was told that it wouldn't be a problem, but to show up a few minutes prior to ensure the tables would be ready. Saturday at 3:18pm called the resturant again to double check if everything was still all set, and that our party has decreased to 8 people. We were told it was fine and they would adjust the request. When we showed up we were immediately told they cannot accept any reservation past 5 pm and that someone "should have known or told us they dont accept reservations past 5pm as its their busiest hours." This was upsetting to hear as our party has traveled out of state for an event here in town. After a conversation going back and forth trying to understand how between two opportunities over the phone no one told us not to arrive as they couldn't support a request placed 3 days in advance. We were told they would grab a manger to speak with us, the manager never came to speak with us. Instead they let their hostess take the brunt of an unpleasant circumstance. All we wanted was accountability and empathy. As some party members grew more irritated watching the manager from afar watch as the poor hostess was trying to facilitate more people coming in and handling a conversation with us. We were told to "get out" when he was faced with a customer who was upset we couldn't be met with a conversation 25 mins ago. If you cannot understand why someone would be upset with the way you took no initiative for a 5 min conversation and an apology to us, maybe not the right business to be in. You messed up, there were 2 opportunities to tell us not to come down based on volume. Each time we were told otherwise. This was an easily avoidable situation and didn't need to get escalated. Shame on the manager on duty for cowardly sitting out on a conversation that just needed an apology. I personally apologized to the hostess as I know it's not a reflection of her, but lack of leaderships accountability...

This was not our first visit to this restaurant, nor was it our first visit with a large party of people. We generally have a good time and don't experience many issues, however today peurto vallarta lost long-standing customers. My daughter called Wednesday to make a reservation for 11 people at 5 pm. today. She was told it wouldn't be a problem and to show up a little early. Today, some of our guests were ill and couldn't go. My husband called to change the reservation from 11 people to 8 people. He was told it was no problem and they would adjust the # of people. We arrived, and I checked in with the boats who said they don't take reservations after 5 pm but had my daughter's name reservation info on a slip of paper behind her on the wall. My mother in law noticed a table of 8 empty and thought we may get sat there. Unfortunately, they broke up the two tables to make task single tables for patrons who arrived after us. After waiting what seemed like an excessive amount of time, we asked if we could speak to a manager. Clearly, someone took the reservation information as they had it on paper. Instead of coming to talk to us, the manager stayed behind the bar as a second bartender rather than come to discuss our concerns, and if they couldn't seat us, at least apologize for the situation. We apologized to the hostess that her manager left her do the his job. Instead of coming to talk to us, he let us stand there waiting for him for at least 15 minutes beyond the time we had already been waiting, which only escalated tensions. Since the manager would not come to us, my sister in law went to talk to him. He told her that our party needed to leave. Needles to say we will never go back and anyone who asks us if we would recommend this place we tell them we don't...