"Tonight, I have to say that I was very disappointed with Xcaret. I have dined here multiple times and always recommended this place to family, friends, and colleagues when they visit the city. The manager, Fernando, on the right side, claimed to be the manager of the establishment and was also our server. I don't even know where to begin. First, we waited for over 15 minutes to be seated. I went to the restroom and saw him texting, not realizing he was our server. We started with margaritas and I requested a glass of water. My aunt and I ordered mango margaritas, which were bland and lacked color. Then I ordered chicken with flour tortillas. The bread and bell peppers came out first, but no tortillas. Not a big deal, but after another 15 minutes, I saw our manager/waiter outside on his phone. I politely told him I didn't want to eat anymore because it was cold. He offered to remake it, but I declined as we had already waited a long time. Seeing our manager/waiter visit a neighboring table three times while ignoring us was very disappointing. In the meantime, the other members of my party had not received their food. After about another 15 minutes, Fernando came to ask if I needed a takeout box. I reiterated that I hadn't touched my food. He agreed to clear the table but insisted on leaving the margarita because "nothing was wrong with it." When I questioned how he knew without checking, he became defensive. The most disappointing part of my visit was his rude and dismissive attitude. As we expressed our dissatisfaction, he simply said, "It will be better in the future." Sadly, if he is actually the manager and represents the other managers at Xcaret, this restaurant may soon join the list of failed establishments in the downtown area of Winston-Salem."
