Las Trancas — Restaurant in Virginia

I’ve been to this establishment twice in the past month. Both times the food was good and the service was poor. We ordered carry out and they forgot to add half of my child’s meal so we had to pack up and head all the way back to the restaurant for it to be corrected. The second time, the service was absolutely awful. I scooped a hair out of the bottom of my salsa and showed it to the food runner who apologized and took it away. The server came back over five minutes later to see if we needed anything. The manager, Carlos, stood at the host stand on his phone 15 feet from us and glanced at us several times after the fact. I asked the server if he was aware of the hair situation and he said yes, the manager would take off 10% from the bill. I proceeded to ask if the man at the host stand was his manager and he said yes. The bill was dropped and the discount wasn’t added- they just took two items off the bill. That’s fine, whatever. So we wait for the server to come cash us out and he walks past three times and we decide to take it up to the host stand and pay the manager. I asked the manager, Carlos, if he was aware of the hair I found in the salsa and he said yes. I asked him why he thought it was appropriate to never approach the table at all and he said, “well we don’t know where the hair came from.” And looks at my hair. I said, “oh so you assume it’s mine and still never address the situation?” He apologized, but again, the situation should have already been addressed. He stated he was the GM and the partner at the restaurant. I told him he should have definitely addressed the situation if that’s true. I found a hair in the bottom of my second salsa... and you assume it’s mine... do none of the cooks in the back have long hair..? It was...

The margaritas are always amazing. Everything I've had off the menu is absolutely delicious! The service is usually great, unless you get a new server who's still learning. I also love that they have a rewards system! Very kid friendly with diaper changing tables in BOTH restrooms, which is nice. If you become a semi-regular, you will be treated like family. We usually go 1-2x a month on Mondays ($2 margaritas anyone??!). I'm adjusting my review to reflect recent changes. The food is still great and the staff is still amazing, but the owner i always see here does nothing to help his staff. Two weeks ago, our lovely server was overrun with tables and our wait times were poor because of it. When half our table received its food it was cold. He had half the restaraunt. He is a very able server. We understood it was not on him. The owner saw him struggling and held up the counter. On our most recent visit, the owner screwed up charging us and shorted the server too because of it. I caught it and let the server know, once it had hit my bank account and gave him the difference in cash. He deserved it. They have rolled out a new menu, and either don't have the items they need to make new items, or the kitchen staff has not had adequate time to know new menu items, bc we've been waiting now twice our normal time and i was just informed my our favorite waitress, the kitchen staff is struggling with our order. We both ordered new...

We have been regular customers for the past couple of years, mostly stopping by on the weekends. Their food and service has been good each time.

However, we stopped by for dinner on Monday evening 7/26, and had a completely different and disappointing experience. The place was full to begin with and were told it would be a 15 minute wait, which was fine because again, we knew it was pretty full. After that initial wait time, we were seated at 7:20 PM. For more than 20 minutes, our waiter walked past us a few times and hadn't even stopped by to get our drink order. He was quick to refill the chips and salsa though. When he finally came to get our dinner order, it was around 7:50 PM. By that time, another 2 groups of people were seated around us and their orders arrived at their tables before ours did. We weren't a large group either, just me, my wife and 2 kids.

The waiter was not attentive and we had to catch his attention each time we needed a refill. Finally, our food was served at 8:32 pm, after more than an hour of waiting. Overall, the service was slow even after the rush hour had passed. We waited several minutes to get our check after asking for it. Hopefully next time is a much...