Yvette W.
Yelp
Last night in Cancún and we decide to "save the best" for last. What a mistake. We should have gone to Lorenzillo's instead.
Inconsistent is one word to describe the whole experience.
While the food was good the service was very inconsistent. If you are in the hospitality business there are so many factors that this place needs to consider to warrant 5 stars. The manager needs to train his workers with basic fundamentals and the manager himself needs to learn how to deal with situations like ours. First of all, I call to make reservations and request to be seated outside, the girl that answered told me it was an "extra fee" to sit outside. I told her I would call back. This was the first time I had heard of this, considering that every restaurant we had eaten at the previous nights didn't charge an extra fee for terrace dining. I called back the next day and there was no mention of an extra charge after I requested outside dining. The woman asked if our party was celebrating anything and I told her anniversary. The night that we (2 of us) show up. I give her the name, ( all the information that I gave over the phone about why we were dining there and where we wanted to be seated was irrelevant.) Because she still asked, how many and where we wanted to sit. (Mind you my first language is Spanish so there should NOT be a language barrier)
These are the wrong things that show how inconsistent they are with their service:
We get seated, and we get the menus. They brought us water but didn't ask us if we wanted "their" water or bottled water so they had to take the waters back and bring us bottled water after I requested it, which seemed like it bothered the server. Waiter never asked, "Is this your first time here?" that way they could recommend items from the menu. We noticed a white platter of their daily specials being shown to certain tables, not ours. We ordered their paella which was good and 1 pound lobster tail which after they brought it to us, wound up being two small lobster tails equalling to 1 pound. We requested a steak knife and rather the server bringing it to me and setting it next to me as a server should; he leans across the table and places the knife with the tip facing me. For dessert, they brought us a platter with different desserts. The table next to us ordered a dessert which were flambeed strawberries. That dessert option was never mentioned to us. When the dessert was brought, they brought forks instead of spoons, and one fork was dirty. My boyfriend asked a gentleman in a blue shirt who is the manager and he claimed he was, yet after I talked to another gentleman he said he was. I explained everything to him as far as our service and he couldn't respond with a decent answer. He left and said nothing. A while later he comes back and tries to make things better, but by that time I was very disappointed with everything that I just wanted the check to leave. He gave us a 15% discount and told us the dessert was on them. While I appreciate the effort, the damage had been done. The food is okay, it's not upscale like the other restaurants we went to like Fred's, Puerto Madero, Profirio's. The decor is nothing to rave about. I would compare this place like a casual restaurant, something like a Joe's Crab Shack in the United States.
One funny observation is that we never knew who our server was. There were men in black shirts and blue shirts.
