El Patron — Restaurant in Rockwood

Marco,

I hope this message finds you well. We have been loyal patrons of your establishment for quite some time — your exceptional service and hospitality, along with Freddy’s, have always been the primary reasons we continue to return and recommend your restaurant to others.

Unfortunately, our experience last night fell dramatically short of those standards. With you and your regular staff not on duty, the service was disorganized and inattentive. We waited over an hour to be served, despite the restaurant being half-empty. When we raised our concerns with the manager on duty, we were met with indifference and, quite frankly, an attitude that left us feeling undervalued as customers.

For a group like ours — who frequently spend upwards of $800 on Thursday night dinners and tip generously — this is extremely disappointing. We have always appreciated how you and Freddy go above and beyond to make us feel welcome, and it’s clear that your personal touch makes all the difference.

I strongly encourage you to address this gap in training and customer service standards with your assistant manager and new staff. Retaining loyal customers requires consistency, courtesy, and a proactive approach to service, especially when regular staff are not present.

Until these issues are addressed, we will regrettably take our business elsewhere. We hope to return once we are confident that the experience will reflect the quality and care that you and Freddy have always delivered.

Thank you for your attention to...

I love El Patron as far as eating there. The food is amazing, the service is good, and the atmosphere is nice.

My reason for a 4-star rating comes from my most recent phone interaction with them. I always order the chimichangas with the steak. My first time ever ordering I made a mistake and ordered the fajita steak when I wanted the regular steak chimichanga. After that, every time I'm there, I have ordered the steak chimichanga and the order comes out perfectly.

I placed and order over the phone for a steak chimichanga, as that is how I order them when eating there. I get my food, we are about to watch a movie we had been waiting to see, and my order was the fajita chimichanga. I called to let them know, and while they said I could come and get a correct one, but they also told me I had ordered it wrong. I let them know that when I order in person it is never a problem, but they told me that if I just say steak chimichanga they are going to give me a fajita one.

I ended up getting the right meal, but it was frustrating to be reprimanded for a wrong order when that way is always correct while at the restaurant. I just think that there needs to be consistent.

However, with that said, the food is amazing and the portions are more generous than they need to be, and I will continue to eat there. I'd just suggest that if ordering, be...

A pleasant surprise. We were passing through the area and checked local restaurant reviews. Based on the rating we decided to try it. The staff were welcoming and attentive. The pre meal chips were warn, fresh, not greasy and the salsa a bit bland for our taste. Our server provided hot sauce so we could adjust the heat. My husband ordered the taco specials and they were filled with meat and cheese. I ordered the chicken fajitas which were well seasoned and cooked. The side order of guacamole was delicious, fresh and generous. Our bill complete with drinks was under $25.00. We were very pleased and will stop again if...