Rancho Viejo — Restaurant in Washington

So...I need to update my review. A few years ago I had this returant sweeping 5stars; it was our favorite Mexican restaurant on the hill. WAS. I know people are more likely to leave negative reviews and I try to support my local businesses but I was appalled at the complete lack of customer service displayed tonight.

I'm patient on busy nights and I admit that I sat there longer than I should have before inquiring. The ladies in from of me had an extra large order, so I assumed the kitchen was behind. I assumed the hostess I signed with knew that I was waiting in their lobby as she locked eyes with me multiple times while cleaning menus before running into back. You know what they say about assuming...

I ended up waiting 40minutes past my estimated time with multiple other orders picking up. I witnessed them give a guest cold food (they'd brought it out twice, 15-20min apart and the guest confirmed temp when I gave her a heads up ). Finally, a lead server eventually wandered up front and asked why I was waiting and I told her the name on the order.....Then the panic set in.

So as they scuffle in discussion, I decide to cancel my order. We have leftovers at home and a new baby...we were just trying have an easy dinner. When I come to the counter, they told me 8minutes and I begrudgingly agreed. Why didn't it get fired right when the issue was realized?

Coming close to an hour of being in their lobby, I get my food and head out. The lead server was lightly apologetic but no desert or drink while I waited.

A few minutes later, they called my husband (who placed the order) told him they gave us the wrong food and to bring it back if we wanted switch it out ... Like what? He asked to speak to a manager as we wanted a refund and they said one would call...I don't think the message will get passed on which is fine. We'll see about a resolution. It seemed like there was a breakdown in communication between a new hostess and a chaotic, struggling kitchen.

In case you were curious...the food we recieved was borderline inedible. The guac was decent. The food has really gone downhill over the year.

I no longer order here...

I've been a big fan of Rancho Viejo in the Valley for many years. Since moving to the South Hill we have been consistently disappointed with the quality of the food. But we kept trying hoping that it was an off night or a new kitchen member. Well, tonight is the last night I will ever go to Rancho Viejo. After being served a seriously sub par excuse for nachos, I questioned the waiter about why they were "different" than normal. He shrugged and went to a group of employees huddled at the bar, after a much heated debate in Spanish, he sheepishly returned and gave them back and said sorry. I told him to keep them and asked for our check. I paid for our two drinks and still gave him a good tip, but asked who he had talked to at the bar when we sent our nachos back. He said it was the owner and his wife, and that's where I lost it. After I paid I approached the owner and said " we are leaving to get Mexican food at a place that knows how to make it... Nice try Muchacho!" Currently enjoying margarita's and nachos at Maracas. And...

The Mexican food here is probably some of the best I've had in this region. The service was good and the place seemed clean. Nachos and salsa was brought to the table when we were seated. It was crowded at early dinner time which is always a good thing. The menu is quite extensive with a "small" portions section that, believe me, is not a small portion. Drinks come in a small, medium, and large size. We ordered a large margherita that was the largest I've ever seen; it was literally a bowl on a stem that could be shared by a table of four. I ordered the enchalata and taco combination off the shall portions menu, which comes with refried beans and rice; there are other side options available. It was good, but a little under seasoned. If you ask, they will bring a free dessert for each guest, that is a sweetened nacho with whipped cream and a cherry on top. Other desserts cost extra, as to be expected. A nice experience and good...