Disappointment at my favorite restaurant

For a Monday, it was a rough go for both my husband and me. It’s not often we both have a day like this at the same time. Slammed packed with work demands and getting back into the grove for the workweek can sometimes feel overwhelming. Today was this day.  We did survive.  My husband had the grandest idea of eating out and he picked our favorite Mexican Restaurant to wind down the evening.

I always order the House Margarita, on the rocks. Theirs is the nectarous of drinks and pairs perfectly with every flavorsome dish I’ve eaten. In fact, my favorite server, Cindy, got to the point she would just bring it to the table before I could order. I LOVE this kind of detail-oriented observation. She’s usually the only one that can persuade me for a second. Eventually, we ended up with new servers and were seated in another section of the restaurant and rarely had the pleasure of seeing Cindy, she was and is still there. Having to order my drink with each visit became disappointing, I had become so accustomed to her just knowing and remembering. She’s still just as amazing remembering my drink and asking if she sees us after being seated and without drinks. THAT’S unmeasurable excellent customer service that goes above and beyond.

As my husband and I walked in, there was one customer at the front counter settling his bill. Three staff persons stood behind the counter, one on the phone and two having a discussion between themselves. The three looked at us when we walked in. None of them smiled or acknowledged us, they just continued with whatever it was that preoccupied them. Then one of the staff finished the transaction with the man and went back to talking to the other woman standing along with her. There was no parting greeting to the man. And again,  no acknowledgment of our entrance from the front staff, until the woman on the phone concluded her conversation and then asked how many. No smile. 

I did not feel welcomed. It was already a rough day. Now I felt like I had to endure dinner instead of enjoying it. 

I’m grateful for the beautiful smile we received from the gal who brought our chips, salsa, and bean dip along with napkin-wrapped silverware. She was a glimmer of hope.

Our server came by and took our drink order. I ordered for both since my husband wasn’t at the table yet. He needed his drink straight-up. A Coke, plain and cold to ease the edge. I ordered my House Margarita, on the rocks. Everything was “perfect” from our server. At least we thought it would be. It started off that way, but then quickly declined. By the end of our dinner, we just wanted to escape. 

I ordered one of my favorites, the #45 – Camarones Filete Costeno. Sautéed prawns with bacon wrapping and jack cheese. Served in a tasty red or mole sauce. The majority of the menu items are served with rice and beans, this one included. Normally I enjoy this pick, the shrimp is succulently engulfed in crisp choice bacon. The red sauce and jack cheese bring a nice creamy acidity to balance it out. Beans and rice never get old for me, so I eat them as served. Tonight, dinner wasn’t as scrumptious, perhaps due to the letdown of superb customer service that I am so accustomed to receiving here.

For almost seven years I’ve always answered the host “delicious and perfect as always” when asked how everything was. Tonight did not have that answer, in fact, I didn’t even go to the counter with my husband as he paid. He informed me he told them it was fine when they asked how everything was tonight. It wasn’t even that, it was completely disappointing. It will be a while before I go back after this. Next time I won’t choose a Monday and hope for better.