I've driven past Mexcal Cantina Pacifico countless times and have often noticed soccer matches…read moreplaying throughout the restaurant, so when my husband and I wanted to watch a specific game, this seemed like the perfect place to go.
Before arriving, we called ahead to confirm that the match would be shown. The employee who answered assured us that it would be playing and advised us to remind our server once we arrived. When we checked in, the host immediately recognized our call, confirmed that the game would be shown, and even stated she would notify management herself in addition to informing our waitress.
Unfortunately, that's where the communication seemed to end.
Once seated, we again informed our waitress, Flor, who promptly relayed the request. The game began, yet not a single television in the restaurant was showing it. Halftime came and went while the numerous screens throughout the establishment continued to display commercials and unrelated programming. Eventually, we gave up and began watching the match on our phones.
What stood out most was that Flor genuinely cared. When she noticed us watching the game on our phones, she immediately stepped in, followed up yet again, and continued advocating on our behalf. She was attentive, professional, and clearly doing everything within her power to help. Had this review been based solely on her service, it would have been a completely different rating.
After approximately 45 minutes, management finally changed one of the televisions. Unfortunately, they didn't verify the teams or match details and simply selected the wrong game entirely. It was clear that little attention had been paid to the actual request.
What disappointed me most wasn't the fact that the game wasn't shown, it was the lack of follow-through. Multiple employees acknowledged the request, management was informed more than once, and there was ample opportunity to resolve the issue. Instead, there seemed to be very little urgency, communication, or attention to detail.
With major international tournaments and the World Cup drawing closer, establishments that market themselves as destinations for soccer fans should be prepared to accommodate something as fundamental as showing the requested match, especially after confirming it beforehand.
As for the food, it unfortunately did not redeem the experience. We only ordered appetizers, but they were underwhelming and forgettable.
The one bright spot of the evening was Flor. She demonstrated the kind of customer service that keeps guests willing to give a place another chance. Management, however, failed to support her efforts.
I genuinely wanted to enjoy this visit after passing by the restaurant so many times, but the overall experience left much to be desired. I hope management takes a closer look at communication, attentiveness, and customer expectations moving forward.