Erika V.
Yelp
I visited Hacienda Ramírez Cruz last month for a night with the girls. One of my best friends made the reservation on a Thursday at 8 pm. We were so excited because their IG looked amazing and the fact that you could sing your heart aloud who wouldn't love that? We arrived at 8 pm sharp and to our surprise there was a line outside. My friend asked the hostess if we had to make the lane even though we had a reservation and she said yes, so we waited for 30 min in line, outside. When we finally reached the entrance, the hostess assigned us a person who walked us through the nice restaurant, she showed us the outdoor area and took us in. She mentioned we should see the outdoor and indoor areas to then decide where would prefer to sit. We realized the indoor sitting was a little bit more quiet so we asked to sit outside. To our surprise she told us we couldn't sit outside because it was all reserved, that should have been our red flag of a night of miscommunication. She wanted us to sit on a sofa with a little center table which we rejected because we were planning to have a proper dinner and eating from a sofa to a little center table is not good. So there was an empty regular-size table across from the space she was offering and we sat there. Our server came right away and offered us the drinks and food menu. I had already seen the menu online so I was looking forward to it! While looking at the drinks menu, I noticed there was no wine, little sad but ended up going for a cocktail. I ordered the Noche de Dia, which had mezcal, pineapple juice, and some cenizas from a volcán which was silly to read but I like the whole cocktail idea. The drink was ok, very sweet and you could barely taste the alcohol in it. Since they didn't have wine, I just wanted one drink. We were checking the food menu when we spotted a server passing by with a glass one wine to a table, we were confused because that was not on the menu so we asked the server just in case there was a wine menu and we just didn't request it. The server confirmed there was not a wine menu yet but there was some wine to taste and try upon request. So we asked her for the price of each glass which she said was around $16, and also asked her what type of wine it was and if we could try some before ordering the glasses. She went to the bar and brought us a glass, she didn't know what type of wine it was but it tasted like Chardonnay so we asked her for 2 glasses. She went back to the bar and then mentioned they weren't selling the wine by the glass but by the bottle, so we were like Ok... what's the price per bottle? And she said $80 so we were already confused with the no wine but you saw the wine around, by glass price, by bottle price. We asked to see the manager to please clarify this confusion. After 20 min of waiting on the manager, she finally showed up with a really bad attitude. Now, the whole service system in Miami has changed over the years, but we all know customer service is key in any restaurant, especially a new restaurant. So the manager showed up and we explained to her the confusion and she told us with a really bad attitude that there was no wine because there was not a wine list and that the wine we saw going around was from the owner's private reserve to be shared only with his/her VIP guests. Now you could explain to me that with an "I apologize for any confusion created... " and then go ahead and give your explanation and that's ok but the manager didn't apologize for the confusion, she just kept going with the fact that the owner could do anything he/she wants with the liquor he/she wants to sell at his/she restaurant and it was really rude on the manager side. We were so shocked by the rudeness in her voice and body language that we ended up ordering some appetizers and calling the night. We had the guacamole and chips, Queso Fundido, Esquites, and the Chicken Tostadas which should be without an "S" since it's only one tostada. All the food was ok; nothing from another world, you can find better Mexican somewhere else and sing your heart aloud too. By the time they already placed the microphones on our tables; and we were ready to at least start singing we realized it wasn't like real karaoke, it was a play pretend karaoke and the mic was off. It's just for you to pretend you are singing and put up your stories. Definitely shouldn't giving another vibe in the IG. I would not recommend this place, there is a miscommunication among the whole staff and the manager was so rude! Never in my life have experienced such an attitude from a manager in any restaurant.