Melissa L.
Yelp
I visited El Nuevo Vallarta tonight with a couple of friends, and unfortunately, the experience was incredibly disappointing. We sat at the bar and ordered drinks along with a sushi roll called El Solecito. Shortly after, we asked the bartender to place our entrée orders -- one pasta, one shrimp empanadas, and I ordered arroz con mariscos estilo diablito. There was a bit of confusion when the bartender couldn't find my dish in her system, so I showed her the photo from the menu to confirm.
When the food began to arrive, the sushi came out along with the pasta and my rice dish. My friend and I tried a piece of the sushi and quickly realized it was the wrong roll. We informed the bartender, who called the manager. That's where things went downhill.
The manager came over and, rather than offering help, immediately hit us with, "If you knew the sushi was wrong, why did you take a bite?" I was honestly stunned by the tone and attitude. I explained it was our first time at the restaurant and that we wouldn't have known it was the wrong roll without trying it. Still, the manager continued to be rude and dismissive. I told her plainly that I wouldn't be paying for something I didn't order, especially if she wasn't going to help us fix the situation -- she walked away with visible attitude.
The rest of the meal didn't improve. The pasta and my rice dish were so spicy they were nearly inedible -- and I enjoy heat, so that's saying something. Meanwhile, my other friend never even received her empanadas. After waiting over 20 minutes, we had to ask the bartender to cancel them altogether.
To top it off, the music was obnoxiously loud -- not in a fun, upbeat way, but in a way that made conversation difficult and the atmosphere uncomfortable.
As someone who works in the hospitality industry, I was shocked by the poor customer service and lack of professionalism from management. This experience left a bad taste in every sense, and I won't be returning. There are plenty of places that value their customers -- I'd rather take my business there.