Casa Serrano — Restaurant in Nevada

Was seated with my 7 other compatriots. 18 minutes later we received a greeting and ordered our water, but before my comrades received their water (20 minutes after being seated) I found it faster to wait a few minutes at the bar for a whiskey. So, at the end of the first 20 minute experience, I was halfway through my whiskey and we all just got our water.

The second leg of our Odyssey began with our food order. The server, having forgotten a Pepsi with our drink order, thought it best to grab that for us before taking our food order. From our previous tribulations we decided to sacrifice the immediate need of the Pepsi to get our food orders in as soon as possible. With little (more than expected) pushback from the waitress to grab the Pepsi before taking the food order, we held firm in our convictions; placing the priority on getting our food order, foreseeing the possibility of a "never ending story."

(On a personal note: I decided against ordering food; a personal protest.)

Further context: the scene of the restaurant is normal to most with below average occupancy. Many couples were waiting for their checks, which seemed weird at first. When I was waiting at the bar for my whiskey I had asked some patrons if they had gotten their food yet. They were sitting with empty salsa and chips bowls, and empty drink cups. The husband (of the couple) responded with "just waiting for our checks." Upon follow up questions, they had been waiting for 8 minutes since their empty food plates were taken from them, and the husband made a comment that if he knew he would be waiting this long he would have ordered another beer.

The third, and hopefully final, leg of our tribulation was upon us. The food is here!!! Taking less time than expected. This originally had me change the 1 start to 2 stars, but the surprise of average/normal service times after such low expectations were set gave the normalcy an above average response from us. When putting those immediate emotionally (stemming from hunger) responses under the objective microscope, we found the review still merited a 1 star review. The food was at par and fit the stated need of hunger. The unstated need of quality service, personality, personalization, and positive atmosphere was not met. Upon further investigation, roughly half (3/8) of the food orders were incorrect, hence why I only ordered a whiskey - you can't mess that up.

The manager himself did make an effort to personally ask our table if we wanted refills once. I take this as a response to one if my compatriot's comment to him earlier when we were waiting for our drinks (waiting for water). This recognition of fault and effort (however small) to rectify the experience thus far convinced me that our quarrel was not going unnoticed.

We got our checks. Note: parties more than 8 aren't aloud to split checks because "due to walk outside." At first I found this policy, stated at the front, a little absurd or rather not needing to be stated. But after the experience, I figured this would need to be stated due to the horrific service.

After paying I asked for some final thoughts of our journey from my companions: "Horrible service." "I can't believe we waited 20 minutes to get water, and it wasn't even busy." "Good luck" (said in passing to a group entering the restaurant) "Next time let's walk to McDonald's" "The burrito was pretty good" "Ten minutes after we paid our checks, and still waiting for our cards back."

Overall, this was a 1 star experience and all in my party would not recommend this...

WoW! IN our personal opinion this is what we thought! Busy night 04/16/25. The restaurant had at least 35 people waiting to be seated who were strung all around the entry into the hallway to the bridge of the casino. They just had a bunch of empty tables, not being used and a lot of empty tables not bussed. Took forever to seat us. Server attempted to up sell on many occasions. Kept trying to get me to agree to purchase a taco and or a tostada that had machaca with bell peppers. What? I've lived in CA and AZ, not to mention TX and NM. Never have I heard of this combination but I had to tell him no like 6 times. He corrected myself and family. I finally said just get me bean and cheese burrito, can we do that without anything but beans and cheese. So that is what I had and it was pretty good. Next, family was talked into his b.s and she stated over and over again she wanted a bean tostada just as I had but he brought her like 3 mini tostada that was called a Chico special or something like that. Omg the meat looked like taco bell meat and it stunk like it too. She slopped around with it, trying to it edible, but left about 2/3 of it on the plate. I told her to just get him to correct it by replacing it with the bean and cheese burrito I had b/c it didn't appear they knew how to make a good taco or tostada. She didn't want to make a fuss. SO, she miserably settled. Next we got our bill. Listen up people! This was never written or said at any time but they charge a 4% fee for using a debit or charge card. Their drinks are like $3.50 also, so we figured, since they took their own gratuity, charged the debit card 4 % and charged heavy for drinks, well there went his tip. 1 star restaurant. The only thing I can say is the burrito is good and the lookout view of the Colorado River is fantastic. Great scenery and the place was clean. Also, one last thing our bowl of chips had hot sauce splattered all over the chips on the bottom. As if someone else had them on their plates first. When we brought it up to him he was dismissive. Oh, that looks like the seasoning they use. I am seriously LOL, I know the difference between seasoning and salsa on old chips. Very gross!...

We had a party of 7. One individual was gluten free due to celiac. I called previously, was informed that they didn't have a separate menu, but that all servers were very knowledgeable about the allergy and that they would be abl to help with menu choices. our server didn't even understand what gluten free meant, let alone what items would be suitable choices. Once meals began to arrive 5 of the 7 were brought. After numerous requests, The 6th meal was brought when all others were a 1/4 of the way done with their meals. When the 7th meal arrived the others were 3/4 of the way done with meals. The food was bland, no seasoning. Had to ask several time for drinks, only received one refill during entire meal. One person ordered red macadamia beef with corn tortillas. It was shredded beef with onions and peppers. No sauce, no seasoning, no spice, no flavor, not even salt was used with cooking and no corn tortillas. I personally ordered the pork green chili it was chunks of pork that had a lot of unrendered fat attached. After cutting off the fat. I had maybe 6 pieces about 1/2 in chunks. A few onions and a4 pieces of green chili. No sauce, no flavor or spice. 2 sodas, 2 tea, 1 lemonade , 2 waters. Bill came to $164.xx. tge bill already had 18% tip added to it. When I went to pay, after waiting 15 min for hostess , she took the bill and asked for my payment. I said to her aren't you even going to ask how our meal was. Then she did, I explained all of the issues we had. She said you should have come to me at the time you the issues occurred and I could have taken care of it for you not after the fact. One I'm sorry. She took my card and the charge to my card was 174.xx. I asked why, I was informed that there was a 4.5 % increase when paying by debit or credit card. I told her to reverse back charge to my card and I paid by cash. She didn't even take a meal off of bill. I informed her that if the 18% tip wasn't on there, the server would have made nothing near 18% tip. There was ONE PLUS, the salsa was not half bad. Chips...