I want to start by saying that this used to be one of my favourite places in town, and my go-to spot when I didn't want to cook lunch or dinner since it's right across the street.
Going out to a restaurant is about the overall experience though, and not just the taste of the food. Guanaquita serves up delicious food; it's the service I'm disappointed in.
The last three times we've gone, we have waited over an hour for pupusas and our orders haven't been correct two out of the three times. It isn't because the restaurant was packed (unless you consider 6 tables to be packed), but rather because the kitchen and service is not efficient at all. I would never have written this review just based on one bad experience, but it has been three in a row now and the staff and owners have not made any improvements.
This is what happened on our last few visits:
We waited 50 minutes just to get our drinks for two people (2 waters, 1 beer) and had to ask multiple times. There were 6 tables in total seated at the restaurant so there is no reason to take 50 minutes to bring a table 2 waters and a beer. After getting drinks, we inquired about when our food would be ready. The server replied, "well we have to finish serving the table over there first." I asked if that meant they were serving one table drinks, appetizers, and meals before serving other customers and she said, "yes."
I suggested our food could be prepped after serving the table of 6 sitting near us their appetizers. We didn't order appetizers, just pupusas. She insisted that they had to serve the table of 6 their entire meal before making our food. I've worked at a restaurant when I was younger, and I know how restaurants run. Even with a small kitchen, there is no excuse for service that is this slow.
Sure enough, once the table beside us fully cleared out they started making our food while informing another table that they would get food when ours was finished. This is ridiculous, and if the kitchen was working efficiently there would be no reason why multiple plates can't be prepped at the same time. If you go to a place like Taco Farm, where there are only 2 people working in a very small kitchen, you'll see them prepping food for 7-8 tables at once and they make every minute count. Another great example is Ellison's Bistro in downtown Kitchener; small restaurant but magical (and incredibly efficient) service.
It ended up taking 1 hour and 32 minutes for pupusas at Guanaquita on this last visit. When they brought our food, it wasn't even the right order but there was no way we were going to risk waiting another hour and a half for the right order to be prepared, so we just ate what they brought us.
Even after this experience, we returned to Guanaquita because like I said before, it was one of our favourite spots. Then it happened again, and again with friends we brought, with wait times of over an hour for pupusas.
The food here is good. It's really good. I just don't want to wait that long for my food, and I don't think it would take that long if Guanaquita committed to being more efficient as they grow. Service is most important to me, and what this says to me after so many meals we've had there and so many people we've brought in is, "We don't care about you as a customer."
Guanaquita, let me know when you're ready to improve how you serve your customers, and we'll be back. read more