Los Hermanos — Restaurant in Provo

Probably the worst dinning experience of my LIFE!!! Friday night 8PM, I called ahead to see how busy the restaurant was - I informed them I had a party of 3 adults and 2 children, they said they could get me right in "about 7 minutes". They took my info and told me they would be setting up my table with the hostess. We arrived 3 minutes later - the lobby was empty but we're told our table wasn't ready yet. Waited about 10-15 minutes then shown to our table where we waited another 10 minutes. Finally a waitress walks by and says "Let me put my tray down and I'll be right with you. We explain we have very tired and grumpy kids could we please get a juice and water right away. 10 minutes later 2 children's drinks arrive and some chips. Place our drink orders, another 10 minutes and another round of chips and finally take our food orders. Another 10 minutes - the sodas are re-filled but missing 2 specialty drinks completely. When asked if we could get our drinks - it is explained that our waitress is also the bartender and she hasn't had a chance to make them yet. You get the idea - round 3 of chips and our drinks finally arrive - still no food. We notice people that arrived after us leaving the restaurant with doggy bags. We waited over an HOUR for food. We it arrives the tacos are soggy, the enchilada is dry and the cheese is hardened. The check is offered and I ask very politely if I can speak to a manger. I get a look form the server and a total cold shoulder after that.

BELIEVE IT OR NOT THE EXPERIENCE GETS WORSE....10 minutes later a girl comes to the table and asks if there is a problem - I can assume it's the manger but she never introduced herself. We very politely relay our experience - we emphasize that our waitress has been kind and very polite but seemed to be very overworked. The "manager" says "I'm sorry - I wonder what happened?" She then gives us several it might have been this or maybe this happened. She offers a discount our our food - a 20% - really?? She says she'll take care of our credit, and then walks away - another 10 minutes - our waitress has glared at us but not come over. By this time my little kids have had it! One is asleep and one is so tired he's crazy,so my party leaves to go to the car. I'm still just sitting at the table waiting...And here is the best part.

The restaurant has pretty much cleared out since everyone has been helped and I hear the "manager" and our waitress talking about me and our complaints. REALLY we have now been inside the doors for 1 hour and 50 minutes and they are talking about me like I don't have grounds for a complaint!! And at least talk about people behind their backs, where they can't actually hear what you are saying! I'm still sitting at my table, I don't have my bill, I'm still trapped here and they are talking about me? I get up - walk to the front desk - hand them my card and say can I just please pay for you food and leave. Not one word of apology.

I thought managers were suppose to actually know what they are doing and I don't think they are suppose to make the customers have a WORSE EXPERIENCE.

I would leave a detailed account of this TERRIBLE experience on the company's website - but they don't actually have a...

Los Hermanos has been our favorite restaurant for years, all our kids enjoy going for their birthdays and love the food, especially the chips and salsa.

However, we visited the Orem location Friday the 27th around 5:30 we had about a 20 min wait which was great for a friday night. But when we were being taken back by our hostess stated we had the best server of the evening so we were looking for a regular wonderful evening. Unfortunately it didn't turn out that way. We were seated and told that our chips and salsa would be out soon. We had a party of 8 and we were brought 2 bowls of chips and 2 salsa. The chips went quick and the salsa quicker. We were told she would bring us more of each. Shortly after our server brought out 2 salsa and 1 chip. THere was a table nearby that had not been cleaned yet and I noticed 2 untouched bowls of chips so i went and took them from that table to eat with the salsa. She then brought out more chips but at this point the salsa was gone. During this time we had made our order and it took longer than usual which I was ok with for a friday, so we had a ton of chips no salsa when our food showed up all but one plate. We had no silverware on the table and used the chips to eat what we could. I ended up going and getting my own utensils after waiting for utensils after our request for some. By that time most of us had eaten a majority of our food when my sons food finally showed up. A few minutes later we finally got the salsa we asked for at this point we were done eating and all the chips gone

Our server handed me our check and I immediately put cash in the check so we could leave quickly. We waited while we could see all around her helping other tables. My kids at this point had left since we had been there 2 hours. I was left sitting for a good 15 min waiting for my change. While waiting, I observed her taking care of the table next to us who came in a lot later than us and checking them out and getting them their change. My whole party had left except me and my wife while my patience got a lot thinner each time I saw her helping another table after another table.

As we walked out there is the gigantic table that seats close to 20 people that a party had sat down a lot later than us and they were gone and table being cleared.

Needless to say this was the worst experience of our Los Hermanos history. This was our first visit to the new Orem location and not looking forward to going back...

We had our visit expectations set from a 2020 visit to the former Orem location. This location is in the center of provo city and has the most foot traffic potential of any business in town. Unfortunately, upon entering the restaurant, we experienced overcrowding at the entry, which can be better handled by the front staff. We immediately felt the entry was unclean. I sneezed from the dust. We waited 25 minutes for seating while watching the more than half empty restaurant go with out table bussing. Right as we were being seated, wait staff heard the phone ringing that the host staff ignored and told them to answer the phone. Host staff was not too busy to ignore the phone, but it seemed to be an inconvenience. Despite these initial warning signs, we soldiered on. We were seated at a table that is old, needs maintenance, and the salt & pepper shakers were dusty/dirty. The server was polite and seemed relatively new. When asked if we'd been there before, we said we'd been to the Orem location, he said the menu is pretty much the same and hasn't changed. We ordered 1 x Sabrosa, 1 x guacamole, 1 x beef chimichanga, 1 x smothered burrito and 2 x waters, with lemon. We received the food order as expected and noticed a general lack of seasoning on the chips, in the guacamole & refried beans. That's when we noticed the condition of the dirty salt shaker. As we dined, we noted how the host continued to write down patrons' names and group numbers, while the restaurant continued to be less than 1/2 full. At the conclusion of the meal I asked the server if it is normal for people to be waiting while tables are empty, he tried to redirect by saying they had a reservation party of 30 earlier that evening and took up their staffing resources. Perhaps that's the case, but in our experience: front staff is under trained, entry is dusty/dirty, tables sitting empty with uncleaned surfaces are Manager issues. The cooks do not taste their food and are serving it under seasoned. The highlight was the shredded beef. Unfortunately, I don't think we will be back. Felt as if we were dining in the opening scene of Robert Irvine's Restaurant...