1-Star Review for BAK Tulum…read more
We were very disappointed with our experience at BAK Tulum, especially since it was meant to be a special anniversary dinner.
I clearly mentioned to the staff that I am pregnant and asked for my steak to be well done. When our steaks arrived, mine was rare inside. I immediately brought it to their attention, and they took it back. My husband waited to eat with me, and after about 10 minutes, they returned my steak -- yes, it was cooked through, but they had simply thrown it back on the grill, leaving the entire crust black and burned. A proper well-done steak should be baked or finished carefully, not charred. I had to cut around the burnt parts and could only eat the inside, leaving my plate full of burnt steak pieces.
We also ordered banana cream and churro waffles for dessert -- both were disappointing, we barely had two bites each.
They brought us two complimentary champagnes, which was thoughtful -- but again, I had already told them I was pregnant. They didn't bother to offer me a non-alcoholic alternative, so I couldn't enjoy anything.
When the bill arrived, the manager had said the desserts would be complimentary, but they were still charged on the bill, along with the champagne we never ordered. After pointing this out, the waiter said he made the changes but questioned who told me that, claiming I "heard wrong." Only after insisting did he remove the desserts from the check.
We paid $700 USD for a $626.16 bill, expecting the change in pesos as agreed. Based on the daily exchange rate (18.46), the change should have been 1,363.50 pesos, but we were given 1,240 pesos, short 123.5 pesos. When questioned, the waiter said, "our restaurant's rate is 17," which still didn't add up and left us short again.
Throughout the entire experience, no one apologized -- not for the burnt steak, not for the billing confusion, and not for the dishonest handling of the exchange rate.
In person, I gave them the chance to make things right, but they chose not to. That's why I'm writing this review -- not to complain, but to warn others.
The music and fireworks were great, but the food, service, and honesty were deeply disappointing. Unfortunately, this experience ruined our anniversary night.