Santaella — Restaurant in San Juan

I made a reservation for a friend's birthday dinner and this was the worst experience that I have ever had at any establishment. Upon arrival, I spoke with the host and confirmed that they would be able to bring out a dessert and sing for my friend's birthday. Initially everything was going well and my appetizer was good. While trying to order our food, nearly half the menu was not available. A friend did not like their wine, so they sent it back, no questions asked. I ordered a mojito and when I tasted it, it was quite horrid. I also had one of my friends taste it to make sure I wasn't being picky. They agreed it was a terrible drink. When I informed the server (Stephen) that I did not want the drink, he questioned me. I informed him that I didn't like how it tasted. That wasn't enough so he continued to question me, to which I said it tasted like straight rubbing alcohol. After I made that comment, he stood next to me and stared off into space as if he was confused, he did this for an extended period of time. He only left when I repeated that I simply thought it tasted badly. Afterwards, the food all began coming out at once. This was a rather large party of 7, so there were a lot of plates. The bussers began impatiently calling out meals as we all tried to figure out who had what. At one point, one of the bussers raised his voice to yell at us in all the confusion. One busser nearly hit me in the face with a plate and said nothing. All parties commented their food was vey underwhelming. I was the last to get my food. I ordered the shrimp and mofongo entree. The shrimp had clearly been cooked without seasoning and thrown into their watery garlic sauce. The mofongo was mushy like mashed potatoes and looked grey (it can be seen in the background of the attached photo). Definitely not mofongo. I tried to eat it but it was unpalatable. I took at most 3 bites. I reluctantly (given the passive aggression I received after sending the drink back) informed the waiter that I was not interested in completing this meal. I was questioned incessantly. The waiter then dismissively told me "Well, I'll have to see, because if they made it right then I don't know what to tell you." Anyone whose ever had mofongo knows that that was not made properly. After a little while he came back and offered to "switch the mofongo for rice and beans". I accepted. Time passes and everyone at the table has finished their food. Our server comes to pick up all the empty dishes and one of my friends asks for the check and my food's status. He then says something along the lines of its still in progress and offers to cancel the order. I accept. After a little while the manager comes out claiming that the waiter just brought out the new order (he hadn't) and I declined it. He then went on to say that since they've made two orders I have to pay for something. We inform him that I made no requests and he offered these alternatives to me and then lied and said I rejected the new meal, which we never even saw. After communicating what had actually happened, he said, "Well either you want more dishes or you're done." Effectively kicking us out before celebrating my friend's birthday like we agreed upon. After they brought out the single check for the party of 7, he hovered over us and gave unsolicited comments as we sorted out our payment. The staff at this establishment was incredibly unprofessional. They took every thing said very personally and we were treated with aggression and disdain throughout our whole visit. I implore anyone considering to find somewhere else to patronize. The food is mediocre at best and the staff are some of the most unprofessional, immature, and rude people I've ever...

While searching restaurants to go to in Puerto Rico, this was a highly sought after restaurant that people recommended. We booked a reservation and attended the reservation. Valet was about $10 which wasn't bad at all. Reservation was at 7:30 We were seated and ordered around 7:41 because that's when I took a picture of their menu through their barcode. We ordered our appetizers in which one came out very quickly which was fine and then the second one came out which was okay and then the third one didn't come out for like another 30 to 40 minutes. Typically I think this is a long time to wait for your food because we ordered well before 8:00. We still had not seen our main dish and it was past 9:00...One of our dishes was meant to be cold because it was ceviche but the other two dishes were not even lukewarm despite waiting so long for them. Why were we waiting 30 to 40 minutes for our last appetizer and it's not even warm or burning hot from the stove. We're not sure what happened we're not sure if our server was just not getting our food in time and just letting it sit there or what but it was very frustrating. ALSO EVERY APPETIZER WAS SWEET everything tasted sweet now if you're not somebody that wants every appetizer to be sweet even when it's supposed to be savory this is not the place you want to go. Anyways our server also was not very welcoming. He never told us that our food was running late or apologizing for the service he quite literally was so nonchalant and just didn't care. All those three appetizers which were not good at all to what they should have been were $100. At this point we were so upset that we just asked the waiter to cancel the food so that we can leave and get the check. Then he leaves to check on the food and comes out back and says it's almost done...So now it's almost done when we complain? Keep in mind there was another group of Americans in front of us who were getting served their drinks and food back to back. I mean, they were getting five star service but we're waiting almost an hour to get our main course? Our hotel restaurants had better service. After being frustrated we called the manager over and the entire time he's confused why we're complaining... We explain to him how all our main appetizers were lukewarm and that no one should be sitting around waiting an hour for their main dish. He did ask us what he could do to make this right, but why did he not just discount the service why do you have to ask us to accommodate for your lack of professionalism? We ended up just paying for the three appetizers which was $98 and still tipped the terrible waiter. Keep in mind we don't look like majority of the Americans that were in there and we receive some of the worst service. Also another ethnic couple that was next to us also had to wait over an hour for their birthday dessert as well We were getting terrible service where we were sitted compared to other Americans in the restaurant so take that as you will. Overall worst restaurant I've ever been to in my entire life I will never go here again and hopefully this will be a motivation for them to provide better service to everyone in the restaurant not just certain people. Also I would like to say that my card was being used the day after we left this restaurant somebody was trying to use our card. I had only used my debit card at this restaurant during my stay and I had a notification that someone tried to use my card but had the wrong CCV number.... Very odd very very odd. Overall very disappointed we're going to stick to American restaurants in different countries from now on because we're not getting the same service that others are getting...

Walked up on a Tuesday evening at 8:30 and they said, “Reservations only”. Really? It’s in a kind of sketchy area as well.

UPDATED: Since the owner clearly made a snide remark, I felt appropriate to update and expand the review. I’ve been all over the world, and will review restaurants and places that stand out good or bad or in between. This place was recommend by a friend, and no where did it state “Reservations are needed”. Maybe you should state this. Now if this was a Friday, Saturday, or Sunday night, I can truly understand the need to make a reservation. However, when I walked up to your door at 8:30 on a Tuesday night (knowing you’re open until 11), I expected a possible wait. Instead, I got a rude doorman stating “Reservations Only”. You may want to teach your doorman how to be polite and maybe say something like, “I’m sorry sir, but we’re completely full tonight and can’t even fit you in at all. Would you like to make a reservation for tomorrow?” Not just “Reservations only” in a huffy tone, which is inexcusable for a place like yours.

Secondly, that restaurant IS in a kind of sketchy area at night. Walking through empty streets, past mostly empty bars, and many houses with bars on them IS sketchy. I would not want to be a woman walking there after reading articles on “Is San Juan safe at night to walk?” However, you know better as that is the area you work. Many fine-dining places I’ve been to and reviewed over the last few months in Tulum, Malta, Mykonos, and the Leicester Square area of London had very nice places to walk to that I DID NOT feel like I had to look over my shoulder to get to.

Thirdly, just because a restaurant might happen to be in a strip mall—or be a chain restaurant—does not discount the fact that it might be good. I’ve actually been to a few in the world that were recommended and out of this world in flavor, quality, and price. The last one of these I reviewed was on Waikiki Beach last year, which was an Udon place where the line came out the door, but the wait was so worth it! Just because a restaurant is NOT in a strip mall and comes with a good recommendation does not necessarily make it good either. I’ve been to those too.

Lastly, I DID find an excellent restaurant after I walked back to Ashford Ave whose service, quality of food, drinks, and price were unexpectedly beyond my expectations. I didn’t feel like the area was sketchy, as it was lively and inviting to walk there.

And BTW, I have been to Supercuts in the past, and actually have a girl that works at one I see from time to time when I’m in the need for an excellent haircut. She surpasses some of the ones I’ve been to in quality and price at some independent...