El Balcón de las Américas - Pembroke Pines — Restaurant in Pembroke Pines

My family and I have been ordering here for years now. The staff just as the food its a hit or a miss, we tend to order at least $120 daily from them. We usually get the carne aguacatala, asada, chicharrones, chorizos and empanadas. There has been times where the food is inedible; we have gotten roasted chicharrones that are so dry you literally could choke, sometimes we get really badly cooked steak but since its close we keep on ordering. I have had several experiences where I am picking up and there’s literally three people nothing and they are unwilling to help, usually the only person that gives pick up orders ignores or pretends to and sees you standing there and wont ask or even try to check if you need help. Today was one of those days, I had a waiter upfront thst was checking on a table next to me, someone in the cashier, and the person who handles you the pick up order was with another person, I waited three to five minutes while she was packing the stuff for the person in front of me, she saw me several times and still once she was done she decided to walk away, I asked if anyone could give me my order and her answer was “ you have to talk you didn’t say anything “ what type of response is this for a client? No, your job is to acknowledge customers I haven’t been standing there for five minutes to just look at her face , this was completely ridiculous and not a way to handle a customer that was in the right. My recommendation is go to la Antioqueña, better prices, delicious colombian food and much much...

We went to have dinner with the family a month ago. The customer service was really bad. They first sat us in the first booth towards the entrance where the sun was literally in front of our face. They then proceeded after 10 or 15 minutes to close the blinds because my wife was wearing her sunglasses due to the sun glare and the dust landed in our face (no cleanliness). We then waited like another 10-15 minutes before the hostess while playing with her phone decided to come to our table to take our order because no one had come to our table to take our order. When she took our order we asked for soda for the kids and water for us. No one brought the water. My wife had to ask the hostess for the water like about 10-15 minutes later . Once again she was doing nothing. Another 10-15 minutes went buy before they brought the food. I then proceeded to ask one of the waiters at the front if they could bring me hot sauce he looked at me said okay, he then walked away and forgot about it I then got up went to the back and grabbed it and sat down. The same waiter then went to the front looked at me like saying oh I forgot and I said thank you. (thanks for nothing) when they finally decided to bring the bill (one of the girls from the back came asked how everything was, we said ok) there is no point in complaining obviously the tip amount was 0 and here is where it counts in our review. . The food is usually okay/good but that day it wasn't the best. Needless to say we will...

I picked up my takeout order 15 mins before closing and quickly left. As I arrived home, I answered the fifth call from a persistent caller who identified herself as Cinthya from Balcon de las Americas restaurant. She apologized profusely as she informed me that I had left a portion of my order at the restaurant. Although it was past closing time, Cinthya was, as she’d promised, standing at the door with my order in hand as I arrived. The tone, sense of urgency, kindness and the level of professionalism of this organization’s response to this situation was a textbook example of excellent customer service. This pleasant experience with Balcon was my first and they left quite an impression.

I was so impressed that I returned the following day with three additional persons to celebrate my brother’s birthday. The service was great as I expected and the food was better if that’s possible. As we dined, we enjoyed the performance of Roberto “El Galan” Blanco who sang beautifully in both English and Spanish. Our neighbors have asked to join us on our next trip to Balcon; that will be very soon.

5 Stars and a hearty thank you to Cinthya, Kayla, Oscar, Roberto “El Galan” Blanco and staff at the Balcon de Las Americas restaurant in Pembroke Pines. The price is good, the food is great and the service is...