Lupe Reyes — Restaurant in San Juan

Upon arrive we let the hostess Andrea know we would like to sit inside since we were celebrating a birthday and she said it would be about an hour wait. We left our phone number and she stated she would text us when the table is ready. After an hour my sister went to go ask if it was almost ready since we had not received a text. She said she could seat us outside. My sister said at this point we’re starving so we’ll take it. My sister let her know she had to come get us and that we would be right back with the rest of our party of 5. My sister came to get us and we walked over to the restaurant. When we got there she said they were closed. We were surprised as she had just told us she could seat us and the restaurant didn’t close for another 20mins. She gave us attitude and said we took too long. We asked why if we had just told her we had to get the rest of the party. She said it doesn’t matter they’re closed. We explained we never got a text and we had to come and ask if the table was ready since we waited over an hour without a text and there’s no reason we should have had to do that. She said there’s nothing she can do. We asked to speak to a manager and she said she could seat us outside. We asked to speak to the manager again and she rolled her eyes. She said he was not there and she would have to call him. We asked her to go ahead and call him. She walked away and came back and said he was not available. We asked to speak to anyone in charge and she said the only other person is in the restroom and that there’s nothing they can do. My sister took it upon herself to walk in the restaurant and ask for the manager. The waitress Milka was beyond amazing and let my sister explain the situation even though she had tables to attend. She took it upon herself to make us feel heard and valued. She told us we could sit in her section and got us all set up while we waited for the manager. The manager Carlos was very sweet and apologized for the inconvenience. Carlos and Milka were amazing and really made up for the hostess’s rude behavior. They even let us be the last ones without making us feel uncomfortable. The food was absolutely delicious! All the staff other than the hostess were very attentive sweet and even sang to my sister. The restaurant was very clean and beautiful. If it weren’t for the hostess I would have left 5 stars. I would definitely come back, but not if Andrea is there. She was very unprofessional gave us attitude and was rolling her eyes while talking to us. Milka and Carlos on the other hand are gems and...

I am going to preface this review with the fact that I work in a restaurant - know quality service, and have genuine patience and understanding for service workers. But this was the absolute worst service I have ever received. We quoted a 45 minute wait at the door and were seated sooner. The hostesses were sweet, walked us to our patio table and we were seated. The water was delivered promptly to the table by our server Angel, but he never introduced himself then disappeared for 5-7 minutes. He returned to the table, introduced himself and asked for our order. We ordered 3 margaritas (2 frozen & 1 rocks) and 2 appetizers. After we ordered our starters he continued to stand at the table requesting our entree orders. We put in the entire order, figuring the fajitas and tacos we ordered would take time to hit the table. We waited, and waited… our quesadillas fritas hit the table first and we waited an additional 3-5 minutes for our chips and salsa. Keep in mind, our margaritas have still not arrived. 7 minutes pass by, and our entrees arrive. The food runners delivered our lukewarm food, but were more attentive than the server, asking if we needed anything. Minutes after our entrees touched the table our margaritas finally arrived - half melted and watery. After Angel drops off the margaritas he NEVER returned to the table to check on us. At this point, nobody is enjoying themselves. We called a hostess over to ask for a manager. The manager comes out and we explain the issue with our service. He apologized and offered to comp all our drinks and bring us a new round on the house. Angel returns to apologize, claiming if he would have known we wanted the rice and beans, he would have brought them. He prebusses the table and takes our margaritas from us and places them at the server station right next to our table. We wait ANOTHER 5-7 minutes for our new drinks. We ask for the check. Angel returns with the check, we were charged for BOTH rounds of drinks and the full price of the taco meal. We had to call another manager to fix the check. Finally it was fixed and we paid and left. Servers cannot depend on their looks for tips. Terrible service is terrible service. DO...

If you don’t want to have a bad experience and try to enjoy the night with business partners don’t come to this place!!!

I am Puerto Rican, and I deeply love my island and its people. Whenever I host business partners, I take pride in showcasing Puerto Rico to help them experience the beauty and pride of our culture. Unfortunately, a recent visit to this establishment was a real disappointment and left my guests with a negative impression of Puerto Rico’s service standards.

We chose this place thinking it would be an excellent venue to bring business partners. However, the experience turned out to be far from what we expected. Due to expense report policies of our company, we had to split receipts to separate alcohol from the food purchases. Despite this, we ensured a tip of over 15% was left on one of the bills to account for the other ticket, which only included three (3) drinks.

Our server, Camila, was clearly dissatisfied with the tip, even though it was more than 15% for a $100 bill and less than 30 minutes of dining. Her attitude became rude when she took the payment machine, leaving us—and my business partners—frustrated and confused. If we had already provided a reasonable tip, why were we being treated this way?

The situation escalated when she abruptly collected our water glasses (which we were still drinking from) and informed us that we needed to vacate the table because she had another reservation. This was incredibly disrespectful, especially considering we had just spent over $100, including the tip.

When I approached the manager, Kevin, he assured me he would handle the situation and asked me not to dismiss the restaurant altogether. However, my business partners left feeling unhappy and disheartened by the poor service and experience.

I believe Puerto Rico deserves better representation than this. The least the manager could have done was personally meet my business partners, apologize for the poor experience, and reassure them that this is not reflective of the excellent service Puerto Rico is known for. As young entrepreneurs, situations like this make it incredibly difficult to remain hopeful about progressing in...