Guapo’s Mexican Grill — Restaurant in Virginia

I came to Guapos today on July 11th. I called my order in at 653pm. The call lasted for 1 minute 23 seconds. I was told 15 minutes. I made a stop before arriving to allot them extra time in the event they were busy. I arrived at 720 and waited on a host. We did the usual and she went bk to check on my order. After a few mins I looked around for her only to find her tending to other customers. I figured she would tend to them then come back to me. We made eye contact several times as she passed thru the restraint but she never came bk to me. Another lady that had been folding silverware came to the register and I asked if she could get me an order status because I needed to leave soon, she spoke into the headset and walked to the kitchen. Once again, after several minutes she tended to tables and looked over at me once and never came back. I was hella irritated at this point. A younger gentleman came to the register and asked if I was waiting on food and I said yes and that was the end of that conversation. A Manger came over to him as they discussed another order. I got ticked off and walked outside to get my phone out my car and then returned hoping my food would appear by then. Welp, it still didn't. Upon reentering the establishment I saw both waitresses I spoke with, a manager and the young man all huddled around another computer area in the back. I walked over to ask what was going on. The first lady disappeared to the back, she came out and said something to the manager. I already k ew it was some bs about to be said. He stepped over to me and I said r u the manager? He said yes. I explained my dilemma then proceeded to tell me they were busy. That didn't have anything to do with me considering they had two large parties of 10 and 4 couples in the entire place. There was plenty of empty seats. As I'm speaking with the manager a woman walks up and interrupts to tell him they've been waiting to pay their tab and he says ok one sec. He then turns back to me and tells me my order had just been brought out. It was 745 at this point. While he begins to ring me up he proceeds to tell me that orders actually take 25 mins to make because everything is made fresh blah blah blah. I've dined there 10 times since they opened, I know the drill and I never waited that long when almost all the seats were filled. I acknowledged I understood everything was fresh and dined there very often however if you tell me a time then mean what you say and none of that excuses the wait staffs lack of customer service. He offered 25% off my order which I said thank you for and he said tjey will use that information to be better in the future. Eyeroll. Hopefully he does assist his staff with their customer service skills because he had great skills however he's not the one tending to customers. They are! I'm pleased at how he handled the situation though all he did was acknowledge me but to heck with l those excuses. Just acknowledge those witnesses need training and move on. I would still go bk but I would never pho e my order in again. That was the first and last time I will do that. My other experiences were great just not today. The food was hot and fresh since they really didn't make it until I got there. 2 Chiles Guapos and 1 order of Quesabarria took more than the 25 mins he claimed. I wished they communicated better instead of having me wait while they go check and never return. Let me as a customer decide if I want to stay and wait rather than be hopeful that they'll return and communicate with me what's going on like they claimed. 5 stars on the food, 2 stars for the poor customer care. It's a clean establishment but it takes more than that to keep customers coming bk. Treat good customers with value, word of mouth...

Update: I was able to dine in. Still excellent! If you're not a burrito person enchiladas pablanos are top notch! First dine in I asked which drink they recommended and that was the house margarita. It's ok. Not the greatest. If this were a head to head drink comparison Jose tequilas would win here. But it's not. And food wins out here! Now second drink I got the Milagro margarita and that was so much better! So if you're a margarita fan choose your tequila. Off you're a casual drinker you may like the house version just fine. But hands down best food! So good! Really! Just amazing. If you at all like anything remotely Mexican you will love this place. No taco Bell does not count that doesn't even compare, not in the same universe. Let's just be up front about that. Friendly staff. We wanted our order to go but weren't in a huge hurry. They let us know it would be a wait if 20ish min to make our food. The server made sure to ring it up to give us the best price. FYI Wednesday they have discounts on burritos. We ordered the brisket burritos. The guacamole fresco and a side of pico de gallo. But they also made sure we got our fresh chips and salsa as well. And our server brought us water in to go cups! Amazing! We didn't even have to ask! The salsa is smoky and spicy without being heavy on the cilantro. For me so good! I didn't try the guacamole bc of the cilantro but there isn't any left either so I'm thinking it was pretty good and hubs enjoyed it. Same with the pico. No left overs. That can be a downside though... Each bite just gets better and better so you keep eating even after you're full. Now the burrito is amazing! I'm not a huge fan of rice usually the texture puts me off but I wanted to try everything as is before modifying. And I'm so glad I did! They have a good rice to meat ratio and the textures compliment each other will. The other ingredients of the burrito balance everything out. So this was my first time there and based off of this, I need to go back for more! If they make their drinky drinks as well as their food I might as well move in! I did see a sign in the bar area that Monday thru Thursday from 3pm to 7pm is happy is hour. Also, I know it was only a couple of hours after opening but they were clean. Not just tables wiped down clean, but air vents were dust free, no dust bunnies under benches, nothing felt sticky. And even though the furniture has been around the block it was in good repair. I didn't see holes in the seats or benches. The new paint on the chairs and benches was in good shape, it wasn't scuffed up. The decor was very simple. One giant poster of the Guapo character they have on their t shirts, a TV, and a few informational signs. I'm so ok with that. I don't need to be distracted by busy art work on the walls. Do one thing and do it well for a restaurant and Guapo's does that. Next time we will dine in. There was plenty of space to distance out if you feel you need to. If you're wondering or slightly hesitant, go give it a try. You won't be disappointed!...

My experience was unexceptionable and very unprofessional! I usually do not leave reviews, but this needed to be said. When we entered the restaurant I’m assuming the owner who was standing at the register didn’t even Acknowledged us, the phone rang he answered proceeded to take a to go order. As we stood there didn’t get a hello, how are you? Not even a smile at this point I began to get annoyed a waitress greeted and sat us at a table. The restaurant was very hot as if there was no AC , the chips were not made in house which was a big disappointment being that this is supposed to be an “authentic Mexican restaurant .“ I ordered this dish that was basically ceviche it was supposed to come with octopus , shrimp scallops , oysters , poblano peppers , onions and cucumbers in a lava stone bowl for $22.99 . However I only received gray shrimp(they didn’t even turn pink or any color the only color in my dish came from the onions and cucumbers) , slimy oysters as if they came out of the jar and barely any scallops and absolutely no poblanos or octopus. Through out my meal I would say I spit into my napkin that my silverware was rolled in because napkins were not provided. At this point my food was not eatable , with that being Said my partner had carnitas , which were over cooked , hard and dry . After trying to eat our dinner the waitress FINALLY came to our table granted they were busy the food even took long! You would think my ceviche had time to “cook” / turn a little pink, at the same time I felt like she was the only one working the dining room , at then end of the day we are paying customers. The waitress finally came to our table she asked how everything was I told her I did not like my dish she laughed it off and came back with the check. When the check arrived the prices didn’t match what was on the menu , my 22.99 meal turned into 24/25$ meal at this point , we were hot , irritated and to say the least HUNGRY ! This is ridiculous I will not be returning and whoever reads this before going you shouldn’t even waste your...