"Upon sitting down, we ordered waters and asked our waitress for two separate baskets of chips and salsa since we tend to go through one quickly, which would save her time. We ordered fajitas and queso to share, but since we had just come from a funeral, we weren’t particularly hungry. The waitress asked if we still wanted the salad, rice, and beans that typically accompany the meal. A bit confused, we agreed.
When the food arrived, each of us received a "fajita side salad." We didn't raise any concerns, assuming that this was standard when sharing fajitas. However, the fajitas themselves lacked flavor. After finishing our meal, the waitress brought us the check, and to our surprise, we were charged for extra chips, extra salsa, and the extra side salad.
I approached the waitress to clarify why we were charged for items that are typically complimentary. She explained that we were billed because we had two baskets at once. If we had requested a refill later, it would have been free. I told her that I’ve never been charged for chips and salsa at any El Loro before, to which she responded that this was a new policy implemented a year ago due to some customers only ordering chips and salsa. However, we had clearly ordered a full meal and I shared that I had visited multiple El Loro locations in the past year without any issues.
I asked if there were any signs in the restaurant or on the menu indicating this charge, but she said there weren't. I requested to speak to a manager, but she just stared at me and did not respond. I repeated my request, but nothing changed. I explained my reasoning for wanting a refund for the chips and salsa, as I believed both baskets should have been complimentary, but she maintained that we were charged because we received them simultaneously.
After attempting to reason with her for a while with no resolution, I paid the bill and left. I have no plans to return to this location and will be advising everyone I know to steer clear as well."
