Hacienda Ramirez Cruz — Restaurant in Miami

Response to owners’ comments: I would thank you for your response, but sadly it is full excuses as expected. I will be more specific. My reservation was made 2 weeks ago for a party of 15 at 7:30 PM. The assumption you make stating that my reservation fell outside of any type of timeframe is false. I was also well informed of the consumption required to keep the table for more than 2 hours, $100 pp. I acknowledged & agreed days before my reservation. Never was that an issue! Walking up to your restaurant & being told I had a 2-hour limit was my 1st problem. My plan was to stay the entire night & spend well over $1500. The nasty demeanor of your employees towards customers changed that intention for me & my guests. Visiting an establishment that is trying to have an “upscale” reputation, should not train staff to recite this consumption min 3-4 times. The waitress at our table also had the audacity to walk over to me with the tablet every time one of my guests would close their tab to show me the balance that remained. She did this about 3 times. Very distasteful & not classy at all. Tacky is also a good word! Take note at this point we were all eager to leave Hacienda Ramirez Cruz. As suggested on my original review, some ethics training may do your place of business some good. Let’s address the hostess situation. Have you read previous reviews? There is a growing trend dating prior to 09/28 that clearly indicate the hostile behavior being displayed at your own front door. If that is not of concern to you, they represent YOU well, the owner. When some of my guests arrived at around 9:30 PM, that’s when things got out of line. One of my friends was wearing jeans, a shimmery shirt with rhinestones & solid black sneakers. Your hostess told my sister-in-law in a very derogatory manner, “Those shoes are unacceptable, & she cannot come in.” OKAY?! This was interesting because our cousin & her guests walked in minutes before & half of them were wearing sneakers. Many people were wearing sneakers. We brought this up to everyone we spoke to at your establishment. I am baffled that you consider this to be treated equally! My husband walked over with hopes to resolve the situation. Very calm he attempted to clarify the & bargain but long & behold your staff was unbearable. He asked for the manager, & when she arrived, she stated that it was not the shoes. It was her outfit. Quite convenient considering additional customers were being allowed to walk in with sneakers right at that moment. Is that considered discrimination or disrespect? Idk you decide. This so-called manager then decided the conversation was over & walked away. I walked over to find my friend crying! Crying because it wasn’t her shoes. It wasn’t even her clothes, she was very well put together. They judged her & made her feel very uncomfortable & out of place because of the way she looked. That’s disgusting!!

I then called for the manager myself, considering the employees at the door ran out of excuses to give me. Upon her arrival, she blatantly was giving my friend nasty stares right in front of me! Explain that!!!

I agree on one thing, police were not involved. However, I want to make it known that I was outraged by witnessing this type of judgmental behavior. I told your employees that they can call the authorities to sort the situation out because I was not going to spend a penny in your establishment. The way your staff handles basic human interactions is unacceptable! It’s appalling to think that you believe there was any kind of good gesture made on your part. I am spending $1500, & my husband & I must go through such an experience to have one of my guests in for dinner. We fought for her. You didn’t kindly let her in. Not as little as a cup of water was offered to her when she sat down. Clearly, soon after that my guests started paying to get the hell out of there! Including my cousin & her group.

My experience & that of my guests was truly one that I have never & hope to never to endure again. My thoughts of this business remain...

Just to preface this I am 5'10 , 350 lbs (i have extra swelling from a medical condition) and a size 13 shoe in womens. I went here this past Saturday to meet up 2 parties with more than 10 people in each party as we were walking in the front the hostess told my friend I couldn't go in because of my sneakers which didn't make sense at all as all of us had sneakers on all the men did also the girl behind me had house flip flops I had attempted to reason with the hostess that womens shoes don't come in my size easily and I suffer from chronic fatigue from My long haulers covid. It was evident from her face that she didn't even want to speak to me and my friends had to speak to her the birthday girl ended up coming to the front to also argue as to why I couldn't go in at this point I was sitting close to the entrance and observed who they were letting in and not letting in if you were a skinny mini you were good you can come in with shorts flip-flops and a tank top and be let in and men just couldn't come in with shorts or hats I waited forever at the front and little by little it dawned on me they didn't let me in because I didn't look like everyone else I'm a big girl, that's when I started crying I barely go out as it is and self conscious of how I look already especially since I was recently very sick and extra swollen and had attempted to look dressier for the occasion when the manager finally came to see me she attempted to be nice about it that she didn't want me to cry but I wasn't dressed upscale enough that it wasn't the shoes it was at this point my suspicions were confirmed I looked at her and told her all the skinny girls in Jean ripped up shorts and tank tops with flips flops is also not up scale and were let in. She quickly attempted to say no it's not that and I stood up to show her my outfit I had a fancy blue top with rhinestones on the sides long dark boot cut jeans and my sneakers where completely black air force ones nothing was wrong with what I was wearing everyone had complimented my shirt earlier when we meet up I told her it has to be because I don't look like everyone else what else could it be especially when I noticed no one else in there was overweight as I was, at this point my husband was already pissed and didn't want to come inside the venue anymore and after 30 more minutes of me just silently crying on the side lines they finally let me in no apologies just have fun and walked away as I finally sat down with the rest of my party we were never offered drinks or food we just sat there the music was blah the microphone was a toy mic you can get on Amazon for 5 dollars and I had to get someone's attention just to get water it was hot and super packed we left after 45 mins and went across the street to another bar and that placed saved the night good music good food and drinks and we had so much fun there as opposed to this place where I just sat crying for most of the time there I also heard from the others at our party how dissatisfied they were with everything. Unfortunately I wouldn't know how the food taste or drinks because again I was never offered any. If you want to make your self depressed come to this place if I could give 0 stars I would they just opened and they clearly need to fix alot before they alienate all the locals from...

This restaurant has violated the number one rule of customer service and retention. After making a reservation, bringing guests, and referring several friends, we were mistreated (and tbh discriminated after consuming a lot). Unacceptable! My group was one of the first to arrive, and after two hours, we were moved behind the stage in the heat and “management” made us feel like it was a favor. They never disclosed on their reservation or social media, that you can only stay for 2 hours. Who in the right mind will pretend to not advertise this? Also, let’s talk about the ridiculous dress code policy… let me remind you that this place is an outdoor mexican restaurant…. With karaoke and live music, located in Miami…. But they expect you to dress like you are in a club. Anyways, we were consuming food & drinks and the bill was over $200 per person (group of 8). But they did not care about that, simply “our time was over”… The only positive experience was our server Daniela; she was excellent and did the best she could to accommodate us. However, the hosts were terrible and completely missed the boat on service. It’s a shame because the place has potential, but the management is awful. Unfortunately, this was and will be my last visit, and I will no longer recommend this place. Was embarrassing to bring my friends and a special guest. They have no idea that the person they treated the worst in my group is someone influential in the hospitality industry & media (and I’m not referring to social media influencers). I would appreciate it if management could contact me but after reading several reviews, I think they truly don’t care about customer service & what they are trying to do is to make it look like is “busy” or “trendy” but is just a trap. I’m glad that other restaurants in Miami (with good management, quality of food and ambience) are incorporating the karaoke/despecho trend.

Don’t waist your time or money at...