I had the absolute worst entree and best appetizer I have ever had in a Mexican restaurant at Mi Cancun today. I also had the least caring server and manager/owner experience ever in my life. I ordered the Guacamole Casaro (no, I am not misspelling Casero. I think they may have been.) off the chalkboard in the entry-way because it sounded good and is on special during lunch for $3.50. The waitress explained that it wasn't just homemade guacamole as the name would imply, but that it was onions, jalapenos, tomatoes, avocados and I don't know what else diced and mixed together. I asked how much jalapeno was in it and my server told me it depends on who the cook is and that with the cook on today she better tell him half jalapeno. Well, lack of consistency should have told me that they didn't have a capable, professional kitchen, but I continued with my order. I ordered the Burrito Grande, which is basically a pork burrito with beans, avocado and lettuce in it. While I waited for my food, I attempted to eat the chips and salsa. The chips could have stood to be warmed and rather than eating the salsa, I dripped it. Everywhere. It was so thin, it might as well have been red water. When the waitress brought a plate, I was excited to see my guacamole, but instead, I see a dry, overly-crisped edged burrito. I asked about my appetizer, thinking it had been forgotten, but I was told, no, it just had to be made fresh and took longer than the entree.. Now how does it take more time to chop a few raw veggies and throw them together on a platter than to cut and grill fresh veggies and roasted pork, plus warm a tortilla, chop an avocado to go inside the burrito and shove it all inside the tortilla with lettuce? The guacamole salad arrived a full 4 or 5 minutes after my entree. Clearly, the kitchen forgot about it and made it after my entree was served. But, back to the sad, dry burrito. There it was lying in the middle of a plate all, all alone. No queso, no garnish, no nothing. Then there were the aforementioned crispy edges. Somehow, they had burned the edges of the tortilla and they were all hard. I persevered and dug in, hoping for the best. My first bite of pork was accompanied with grilled onion and diced avocado and wasn't bad. But, three bites in, I hit a huge piece of flat, burnt, charred, hard pork. It seemed like it had been hanging out on the edge of the grill all day while they cooked for everyone else and after becoming charcoal for four hours, it was pulled over and folded into my burrito. My server wandered by and asked if everything was ok. I told her not really and described what I just told you. She said, "I'll go tell the cook." So, I think this is how they handle problems in this restaurant. I think she'll tell the cook and the manager will come over and ask if I'd like another one or if I want something else, but nothing happened. So, I figured this was what I was having for lunch. I ate a bit more and discovered the middle of the burrito was filled completely with beans. Nothing else, but a bit of wilted lettuce. (They either grill the lettuce or add it when the food is way too hot and it is terribly slimy and wilted because it is inside the tortilla.) I told the server it was just beans and she said she was sorry and asked if I wanted a refill on my Coke. I then just opened the tortilla and picked out the pork that was edible and the avocado. When the server brought the folder with the check, I asked her if I had to pay her or if i could pay up front. She said I could pay up front. I said thanks, got up and walked to the front. She followed me and went behind the counter to ring me up. I had been perfectly nice and polite until this point, but I finally snapped. I told her I asked if I could pay up front because I wanted to speak to someone else. I would think she would understand that. I asked to see the manager. She brings him out and its a man who is dressed like a server and who breezed by my table before I first complained and asked if everything was ok. I said at that time, in a very glum and disappointed voice, "Well, I guess it's only OK, but that's about it." He said, "Good" and walked away. So, now here he was in front of me as the manager. I told him what I have told you. He told me that I should have told him. Since I had told the server the details, I told him that I told HER! He said, but I didn't tell him. I very calmly told him that I don't work there. It was her job to tell him when I told her. I repeated that I don't work there and that she does. I don't know their protocol. After a bit more back and forth, I told him that the sad part is that the Guacamole Casaro was so good that I would go back just for that, but they obviously weren't going to adjust my bill or even be polite, so please just take my money and allow me to leave and that I would never be back. I would leave the rest of my words for my online review. And now I'm here. Did he make a wise customer service choice? read more