Las Palapas - 1604 & 281 — Restaurant in San Antonio

To whom it may concern:

I’d like to express my thorough dissatisfaction with my experience at your store today located at 281 & 1604. It wasn’t just one thing but a chain of events.

It started when I arrived at your drive thru to pick up my online order just as I had done the previous time, but this time the lady on the speaker said I had to go inside to pick up my order. There were no cars in the drive thru and inside was crowded with people. The reason I use the drive thru is to avoid crowds due to a recent organ transplant which makes me very susceptible to communicable diseases and could make me very sick or even cause me to lose my transplant organ. Second, there were no instructions that I had to pick up inside and as I mentioned before, I had picked up in the drive thru previously.

So now I have to reverse back out of the drive thru and drive the wrong way through your parking lot (because your restaurant has no other option) to find a parking spot in a very crowded parking lot. Now I have to put on my mask, unbuckle my toddler from the backseat and navigate through your restaurant and the crowds of people. I make a b-line to the bar where I see my order without anyone there to greet or acknowledge me. I grab my order and make my way to the exit when the manager, a very heavy set man, yells across the room to ask if that order was for me? Why would he embarrass me like that? He could’ve quietly walked to me, instead of yelling across the restaurant, and asked politely. I felt ashamed as if I had done something wrong with all the patrons staring at me and my daughter. I replied, why would I take something if it didn’t have my name on it?!

I arrive home, frustrated and angry, and unpack the food to feed my family and lo and behold, to top off my negative experience they also forgot the Cilantro, Onions, and Pico de Gallo on the side!

I feel that this experience could’ve been mitigated by:

First: Provide clear instructions on your online order confirmation email of how or where to pick up your order and provide options for people with disabilities and medical complications.

Second: Train your drive thru staff to be consistent with online orders so that the same policy is practiced rather than leave it up to chance on who is working the drive thru.

Third: Have someone in the pick up area to greet, confirm, and hand off orders.

Fourth: Train your managers to go to the customer instead of yelling across the restaurant and to have a better understanding of how to provide a positive customer service experience. Assume positive intent rather than blame and embarrass.

Fifth: Check orders for accuracy. Have a second set of eyes confirm order is complete.

I’m hoping to return to your restaurant again without having to go through this frustration and embarrassment...

Las Palapas truly delivers an exceptional Tex-Mex experience that keeps me coming back for more. From the moment you step in, you're greeted with a warm and inviting atmosphere that perfectly sets the stage for a delicious meal. It's a casual and lively spot, perfect for families, friends, or even a solo treat. The food here is simply outstanding. Every dish is prepared with care, bursting with authentic Tex-Mex flavors that will tantalize your taste buds. While everything on the menu is a hit, I particularly love their sizzling fajitas and perfectly seasoned tacos. As one reviewer enthusiastically put it, "Great food all around... the food is the best. I will keep going back!" Another diner highlighted the "explosion of flavors" and the "vibrant and colorful presentation of the food," which truly captures the essence of dining here. The commitment to authenticity with a unique twist makes their culinary offerings stand out. The service at Las Palapas is just as impressive as the food. The staff is consistently welcoming, attentive, and efficient, making sure you have everything you need for a comfortable and enjoyable dining experience. A special shout-out to the management and staff, as one happy customer noted, "Samantha, the manager, played a significant role in ensuring a remarkable dining experience, and I must say she was the best manager I have encountered. Her exceptional leadership skills were reflected in the caring and attentive staff she cultivated." This dedication to customer satisfaction shines through in every interaction. Whether you're craving a hearty breakfast, a satisfying lunch, or a delightful dinner, Las Palapas has you covered. They offer a wide range of options, including coffee and desserts, and even have a kids' menu. The restaurant is also wheelchair accessible, with seating, restrooms, entrances, and parking designed for ease of access. For a truly memorable Tex-Mex meal with fantastic food, stellar service, and a wonderful atmosphere, look no further than Las Palapas. It's a local favorite for a reason, and I highly...

Unfortunately I have to give one star after the experience. I had today, for four bean and cheese tacos with extra cheese and a large big red and a side of green salsa was 15 bucks. I had to ask for extra cheese cause everytime I go through the drive thru they give me half a scoop of beans and a pinch of cheese. When I got my order today they charged me 99 cents for each Taco for extra cheese. I called up to speak to the manager and she said they have to charge the extra 99 cents which I completely understand if I loved cheese but the fact they put a pinch and I tild the manager that and she said they weigh out the tacos which it's common sense to not give a pinch of cheese. The manager offer to take off two 99 cents of my bill but I told her that's not the point I can't even eat my tacos cause one is filled with so much beans and the other is just full of cheese. Sad to say I won't ever be back to this location or any Las plapas again and I have been going to Las plapas for over 15 years. Las plapas I guess wants to lose customers over another pinch of cheese. And this isn't the frist time this has happened either...