Bonita Latin Fusion & Cocktails — Restaurant in Wilmington

The following is an email I sent to the owners of La Bonita nearly two weeks ago. To date, I have not received a response. It's unfortunate that I feel I have no recourse but to post negative reviews here and on social media, but the manner in which our complaint was handled is unacceptable:

I would like to call your attention to an incident that occurred at your restaurant recently, but firsta little context. On Saturday, October 19, my husband and I, along with two friends, dined at your restaurant. We had such a positive experience that I was inspired to write a glowing review for our community magazine. Our server, Lynda, was wonderful, and the food and atmosphere were outstanding. So, when another couple expressed interest in visiting, we were excited to return and share the experience with them.

On Saturday, November 2, six of us were looking forward to once again a positive experience. Unfortunately, the evening unfolded differently than we’d hoped.

Our server, Colton, seemed to struggle from the beginning. He failed to take my drink order, brought the margaritas without salt as requested, but then proceeded to pour them into salt-rimmed glasses, spilling quite a bit on the table. My friend ordered club soda, and was brought mineral water, which we later learned is what your establishment calls club soda, though this wasn’t explained. Additionally, her sushi entree tasted overly fishy.

All the above was forgivable and did little to spoil our evening. But then when some of us were still eating our entrees, Colton came to the table and surreptitiously dropped the checks on the table. He didn’t ask if we wanted any dessert or after dinner drinks, both of which we were intending on ordering. There was no “thank you” or acknowledgment of our presence.

When we asked him about this, he responded that he’d been a server for 11 years and that this is his standard practice. He even implied this was the correct approach. Having dined at countless restaurants, from casual diners to Michelin-star establishments, none of us had encountered this before, and I expressed as much to him.

Now here’s where it really gets strange. He left and returned a few minutes later with different checks, this time adding a 20% service charge. Clearly, he knew we were not happy and wanted to insure he received a tip. Yes, after what he had done I don’t believe any of us would have tipped him 20%, but we would have given him at least 10-15%.

I spoke to the Floor Manager about the incident, whose name I believe was Benjamin. His attitude was notably indifferent. It was clear he didn’t care, and the only thing he did seem to care about was the fact I didn’t receive any drinks. At the end of our discussion, he said he would take care of it. I returned to our table and the only thing that happened was once again, Colton brought over more checks, and no, the 20% was not deleted. At this point we went to Benjamin and insisted the 20% be removed, and they were.

What is notable here is that not once did Benjamin apologize, nor did he seem to care. Both his and Colton’s behavior were extremely unprofessional, and frankly, ruined our evening. The first thing I did upon returning home was delete the magazine review, (which has a distribution of several thousand). Additionally, I attempted to reach you both via social media, leaving several messages on Instagram and Facebook over the course of eight days before receiving a response.

As former business owners, and with close family members in the restaurant industry, we understand that issues arise; however, the response to such issues sets apart the professionals. I urge you to address this matter and consider additional training to prevent similar experiences...

This is a genuine review from a recent visit, and I want to express how beautiful the restaurant is in both ambiance and location. I truly hope they do well.

We came in on a Wednesday night; the place wasn’t empty, but it wasn’t very busy either. We were seated as a party of two. It took some time for our server to greet us, but once she did, we ordered drinks—a soda and a margarita—and the guacamole with chicharron. The guacamole arrived without the chicharron, and by this time, we still hadn’t received our drinks. When the server eventually returned, we mentioned the missing chicharron, but still, no drinks had arrived. For what it’s worth, the guacamole tasted delicious.

We placed our main order (still no drinks). I ordered the Bonita Bowl with ropa vieja as my protein. However, when I specified my protein choice, the server seemed confused, asking, “So, no ropa vieja?” It was clear she wasn’t familiar with the menu. Meanwhile, our drinks sat ready at the bar, but no server was around to bring them over. Despite seeing a manager and both owners nearby—one behind the bar and one on the floor—no one noticed the delay until we called someone over.

When the food arrived, my meal included a fried egg on top, which I had expected to be runny for that satisfying yolk break. Unfortunately, the egg was fully cooked, losing that effect. This left me wondering whether it had been sitting too long under the heat lamp or if the kitchen struggled with even basic items, raising concerns about their ability to handle high-end items like the $130+ steak on the menu. My husband’s tacos, on the other hand, were flavorful and well-prepared.

When it came time to pay, we waited about 10 minutes before finally going up to the host stand to ask why it was taking so long. We learned we’d been rung in under the wrong table, making it difficult to split the checks. This would have been understandable if anyone had informed us of the delay.

Given that it was a slower night during the off-season, with most diners likely being locals who sustain the business during these months, the experience should have impressed us more. The menu is unique and has the potential to make this the best Latin restaurant in Wilmington. I believe the restaurant has great potential, especially with its drinks and prime location, but improvements in service and kitchen communication are essential and from managers to diners too. The servers would truly benefit from more in-depth training on the menu.

We’ll definitely return, and I hope this feedback is taken constructively to enhance...

I had been looking forward to dining at Bonita Latin Fusion & Cocktails since I noticed the breathtaking Senkoe murals that were being painted while I was on my walks. As an individual with an ethnic lineage from Spain and Puerto Rico, I was looking forward to enjoying what this fusion location had to offer. After all, based on my parentage, the fusion concept aligns with who I am. Also, being raised in Los Angeles, I always joke that all Angelinos are a little bit Mexican. I finally had the opportunity to visit the restaurant with my son for a birthday dinner and a second time for lunch. On both occasions, the atmosphere was inviting and catered to the senses. Decoratively it was calming, aligning with the principles of color theory. The music selections were also energetically conducive to enhancing mood but also not overpowering for those who want to engage in good conversation. The environment also seemed well-kept and mindful of health regulations. The servers were quite congenial and consistent with monitoring for satisfaction. My experiences also involved engagement with the manager and one of the owners. Both were professional and customer-focused. They seemed to take a great deal of pride in what they had to offer and were interested in feedback. Their manner of interacting with customers speaks well to the future of this restaurant. For me, the communication style of those in leadership is always just as important as a location's product or service. When comparing my two visits, my favorite well-prepared meal was the Snapper Brasilero. I grew up with a similar preferred meal and it was just right for me. I can't promise others will enjoy it as much as I did, but I would recommend it. I am sure they have wonderful adult beverage options because the bar looks amazing, but between the two non-alcoholic beverages I had, I most enjoyed a simple one... guava juice. As this restaurant continues to refine its culinary practices and team, I imagine this restaurant will experience longevity and be a favored location for locals...