Guillermo's — Restaurant in San Antonio

I'm very displeased on how I was treated. I waited 1 hour for my to go order. I saw two girls talking that worked there and i asked if they can check on my food cause I've been waiting for an hour. A girl with an attitude said i can go to the bar and check. Her whole demminer was rude. I was offend by her rude posture because I had worked a long shift and had been waiting 1 hour then I'm getting treated like I'm a problem for asking about my food. I replied can you go check on my food for me because I'm a guest and been waiting for an hour. She replied "that's not my job I'm a hostess you can go check" I explained to her she is a staff member of Guillermo regardless of her position I'm sure the company would expect her to have better guest service. (I work food buisness so i know the affect bad customer service has) so I went to can I just speak with the manager. It got worse. The manager John that worked the night Feb 8 came out and his first words were my food is almost ready. I said I'm fine I would like a refund so I can go. He said No cause your cussing at my employee. He came out fired up. I'm not sure what the hostess told him but it got more embarrassing cause now we are in a shouting conversation over me cussing at the girl.Im rejecting that accusation cause I NEVER DID. He was way out of character for a manager. He was asking me to leave as if I couldn't get my money back. I was not going with out my refund. I ordered, waited an hour, politely asked a staff member about my food and now I'm being yelled at by a manager. Strange that the hostess was standing right there on her stubborn rude behavior. Allowing this guy to act a fool and treat me like one. I was treated unfairly and unkind over a hostess that said its not her job to help guest. She saw me sitting and waiting for an hour. I'm definitely going to try and report this to higher management. John tried to tell me there is no higher management I would have to go to Guillermo. com to complain. I'm not sure what kind of relation him and this hostess have but he came out with no concern for my wait or my money, he jumped on me over the lies the hostess went back there and said. Anyone who waits outside for 1hr and still hasn't received there food should be approached with more gratitude for the money being spent and time. This can not be the first time this girl says "its not my job", again I work food buisness so Im sure her co workers have heard her walking around saying it. This kind of thinking is bad for buisness and guest. Save the troubles and let her go. I hope John and his boss see this. I have brought many family members and friends to this location and that hostess and John are the reason I will not be visiting any time soon. That was embarrassing for me in front of other seated guest. They had no awareness of how they were conducting themselves or how they made me feel. Maybe in a few years they will change staff or learn from this incident, but I'm not supporting this buisness if this isn't corrected. They should not treat anyone like this every again.

Thank you Evelyn for reaching out. You were very sincere on handling this situation. Thanks to Guillermos for taking action on the matter. Your team was very kind to me every...

Only put one star bc no star was not an option. While talking to my sister who was waiting for her order at Guillermo's restaurant., I heard her kindly asking for her order bc she had waited past an hour for it. One of the employees that she asked told her with an attitude, to go to the bar and ask bc that was not her job. When my sister asked for the manager, the manager straight accused her of cussing at said employee. When clearly my sister did not cuss bc I was on the phone with her while she asked. When the manger accused her of cussing , my sister tried to tell him that it was not true and to ask the other employees who beared witness to the situation, he said he did and they all said they heard her cussing too. And the manger asked her to leave. He was super rude and unprofessional the whole time. So my sister asked for a refund since she no longer wanted to be in this very unfair situation where a manger and said employee ganged up on her with accusations that were not true. So he rudely came back with a receipt that he claimed did not have a card applied to the receipt bc he has to process it. I heard the manager say his name was John. So if anyone else has an issue with a manger there named John...know that he has acted that way before. Very unprofessional, very biased and very unfair behavior between staff and manager of all people. There will be actions taken the next morning. My sister has invited me to eat with her here, and I can honestly say that they will no longer have my business and I no longer want her dining there either. She is a manager in food business as well and would never dream of treating a guest this way. Any business with this rude attitude and unprofessional guest behavior does not deserve anyone contributing to this business.

Update: I must say that Guillermo's has the most sympathetic managers. After reaching out to guillermos for the situation that went on with my sister and thier manager, they reached out and sympathized with my sister and the way she was treated. Their sympathy and apologies were very much appreciate it. Overall, I will say this, the food is excellent. And whatever happened at that establishment that night, does not take away from the good food that Guillermo has to offer. I will admit, that it wasn't fair to grade Guillermo's establishment behind how their staff treated my sister. It isn't this establishments fault that their staff had acted this way. So, I will give them the five stars that they do truly deserve. The food is excellent. And when I have dined there, the staff that served us were extremely helpful and...

Traveling to Santo Antonio, don't waist your time or money in this establishment. Worst experience I had in a place. I normally don't give reviews but this place deserves not even one star. If you are local in Santo Antonio and you put up with service and food like this I'm sorry for you. The place is run by kids, so when we arrived they were talking with each other at the reception. They had several tables clean and available and "made us wait 30 minutes to get sit". My husband asked for a beer while we wait and "the beer was not good", so he just did not drink it. Once we got seated i asked for my water with no ice and they gave me lukewarm water...serious they could had said that no ice means lukewarm. They served the food. The salad was the best part of the meal, "the pizza was okay and the lasagna was lukewarm like the water". We were hungry and my husband hates complaining about things. Unlike me if I'm paying for something I have minimum expectations that was not met by this place. Maybe because was the weekend and they were busy... I don't know and won't be back to verify that. I talked to the waitress that offered to send back the lasagna after my mom was already at the middle of eating because after putting the food on the table she never went back to verify that the food was okay. She called the manager that talked to us about coming back and complaining to someone else???? She was not sincere with her apologies and she made a pregnant woman very upset. She accused me of treating bad her kids staff because I asked to speak with the manager. On top of that they kept us waiting for over 30 minutes to pay the bill after they clearly saw that we were upset. Not only they did not do anything about the bill but kept us waiting for no reason. The place is dirty and the bathroom is filthy. Again put the kids to clean the...