La Hacienda de San Angel not exactly "child friendly"

[thej]

We dined here on New Years Day for dinner based on some good reviews and our desire to see Illuminations from our dinner table.

Not surprisingly upon checkin we were told our 10 year old is considered a "Disney Adult" which we knew, and that's not a big deal. We were then told that ONLY children 9 and under are allowed to order off the children's menu. We hadn't asked for a child's menu, or even been seated. We had just been checked in for our ADR at that point. Besides the buffets, I've never encountered anything like that at Disney before, and I said so. I also mentioned that our child is quite picky and might not find anything he liked on the "adult" menu. The only response I got was that it was "policy" and there was nothing they could do about it. This seemed very un-Disney and did not do a good job of setting the mood for us.


Once we were seated, our waiter was very, very good. He made every effort to cater to our needs with the exception of a kids menu. He empathized with us when DS couldn't find anything he would eat on the adult menu, and suggested one of the appetizers (Taquiza) which was 3 different kinds of tacos. He said most children that were used to the more americanized tacos were happy with it. He also explained that the "sides" of rice, tortillas, and beans come in dishes for the table, so we could accommodate what DS would eat. After that things got much better.


The food turned out to be very good, and seeing illuminations from our table was very cool, even though we didn't have a window seat. In all we were very happy we went, and mostly enjoyed the experience. BUT the strictness of the child menu policy is puzzling based on our experiences at WDW. It really seemed like the only reason they won't allow it is to force older "children" to order more expensive meals. To be honest we would have paid for an "adult" sized version of what our son wanted (tacos & rice). On many occasions I've been with teens or even adults that ordered off the kid's menu at WDW simply because they couldn't find anything else they liked. The only reason we didn't just walk out was because our waiter made a real effort to help us find something.

Anyone else have this kind of experience there or elsewhere on Disney property lately?

 

[TDC Nala]

La Hacienda isn't run by Disney.

However, the only other restaurant I've heard of that seems to consistently do this is the Plaza at MK, which IS operated by Disney.

It's also possible that La Hacienda just made it a policy this year.

 

[Tony-NJ]

It seems more and more things are not run by Disney. That's what they get for outsourcing. They want to save money but can't enforce the "Disney way" on the employee.

 

[TDC Nala]

It seems more and more things are not run by Disney. That's what they get for outsourcing. They want to save money but can't enforce the "Disney way" on the employee.

but presumably they COULD enforce the "Disney way" on the Plaza employees (if it is indeed the "Disney way" to let persons over 9 order from the kids menu) and the only other restaurant I know of that's been reported to deny 10 and over the child's menu is the Plaza. For whatever reason, these individual restaurants have decided on that policy.

It would be interesting to know if anyone in 2012 has been denied the child's menu for someone 10 or older at the San Angel Inn, which is operated by the same company as La Hacienda.

However, it is Disney that set the age for the child's menu at 9 and under.

 

[sharadoc]

My DS ate off the kid's menu at the Plaza a couple of times, but we pay Out of Pocket. Maybe if you're on the dining plan they won't do it, although DS has also gotten adult portions of items on the kid's menu. But we've never been on the DDP.

 

[catne]

I was told, by a non-Disney restaurant manager, that the whole system is so computerized that the non-Disney restaurants have little or no lee-way around the rules built into the dining plan (and the computer systems.) The only way the restaurants can get the reimbursement from the dining plans is if what was ordered on the ticket matches the correct components on the dining plan...i.e., to get the adult-credit reimbursement the receipt must show an adult meal was purchased. So they can't put in an order for items in a kids meal and then charge the plan for an adult meal: system won't allow it. Also, according to this mgr., when an entree (or dessert, or beverage) is entered, it is automatically tallied with the kitchen's ingredients inventories so putting in the correct item is important to keep the pantry stocked appropriately (if they enter in the system that a steak from the adult menu was ordered, but then serve a hot dog from the kid's menu..then the kitchen inventory shows one steak was used and puts that info on the supplies ordering list. The hot dog that was actually served is not recorded as used, so then the hot dog supply is shorter than it appears to be.)

So if they entered a kids' meal on the order, but the card has only adults listed, the restaurant will not be reimbursed for the meal. And, if they entered an adult entree, but actually gave the child a kids meal instead, then the ingredients inventory in the kitchen would be off, causing havoc in the supplies ordering department.

Now I'm sure the individual managers have some way of over-riding the system when necessary but our experience has been the servers are well-versed in how to insist that people follow the plan to the letter!

Seems like it fairly common that when folks have a picky "Disney adult", that a lot of people just pay OOP for the kids meal, and save the unused adult credits for additional restaurants.

 

[thej]

My DS ate off the kid's menu at the Plaza a couple of times, but we pay Out of Pocket. Maybe if you're on the dining plan they won't do it, although DS has also gotten adult portions of items on the kid's menu. But we've never been on the DDP.

We usually pay out-of-pocket. We've done the dining plan a couple of times, but prefer the flexibility of OOP... it usually is cheaper for us too

In the past we've had the Plaza do a kid's sized portion of the daily special on request, and been charged for a kids meal. We've not been there since DS has turned 10, so I can't comment on the over 10 order from the kids menu issue there.

Edited to say what I originally many to reply - we WERE paying OOP for this meal. We have TiW, but this is a blackout date for it so we didn't even mention it.

 

[catne]

We usually pay out-of-pocket. We've done the dining plan a couple of times, but prefer the flexibility of OOP... it usually is cheaper for us too

In the past we've had the Plaza do a kid's sized portion of the daily special on request, and been charged for a kids meal. We've not been there since DS has turned 10, so I can't comment on the over 10 order from the kids menu issue there.

Edited to say what I originally many to reply - we WERE paying OOP for this meal. We have TiW, but this is a blackout date for it so we didn't even mention it.

well that's an absolute bummer...cannot see why they'd be insistent when you're paying cash for the meal! Think I'd put a complaint in to Disney on that one. Restaurants "outside" the world generally have no age requirements on who can order kids meals...I often order happy meals for myself from McD's! Quantities are about right for me for lunch, and I save the toys for visiting nieces & nephews.

 

[Hopefully]

I am sorry you did not have a good experience. Being greeted the way you describe on check in sounds unnecessary.
However, La Hacienda is well within their rights to refuse to allow an "adult" (I know only 10, but that is the arbitrary rule), to order off of the childs menu.
In general, Disney is usually far more accomodating in this respect that most restaurants in the "real" world. I just don't think you can expect it.

 

[thej]

I am sorry you did not have a good experience. Being greeted the way you describe on check in sounds unnecessary.
However, La Hacienda is well within their rights to refuse to allow an "adult" (I know only 10, but that is the arbitrary rule), to order off of the childs menu.
In general, Disney is usually far more accomodating in this respect that most restaurants in the "real" world. I just don't think you can expect it.

Point taken. It was just very poorly handled. To be honest, what I expected was for them to care about me as a customer, make my experience a good one, and hope I come back. Our waiter clearly was trying, but no one else was. I don't begrudge them trying to make a buck, I do take issue with them being unplesant about it.

Interestingly, we had a related but less painful experience at Tony's several days later. At checkin we were asked how old DS was, but that was all. They seated us with an adult menu for DS. When we inquired about a half order of pasta & meatballs for DS since he would never eat a whole adult order, our server offered a kid's size. There was no fuss, but we never asked about a kids menu.

 

[kirstenb1]

That's a shame. We were at San Angel last June, and I cringingly asked if our picky 13 yr old could order tacos from the kids' menu. I even offered to pay adult prices, but she just wanted plain tacos, like the kids. OUr server was very gracious and understanding. We tipped accordingly higher.

 

[cbg1027]

OP, I'm sorry your son couldn't order off the kids menu. It's good to know that the server tried to help as best as he could though.

On one hand though, having the DDP, you knew your son was considered an 'adult' - so I don't think it should be shocking or unexpected if a restaurant tells you that they cannot serve a kid's meal to your 'adult' while using the DDP.

This is just another reason I avoid the DDP. There are not many 10 year old's out there who always want something off the regular adult menu! And not many 10 year old's who eat the portion sizes served in adult meals either. To each their own, but I am an OOP gal myself.

If you want to use the DDP, I don't find it unreasonable for a restaurant to expect you to abide by the DDP rules.

 

[shoney]

Sorry to hear this!

It just doesn't make any sense to me!

If you have the DDP and you want to use a more expensive adult credit for a cheaper kids meal, I can't imagine what the problem would be.

I can understand it more if you are going OOP. From a restaurant stand point, they want to sell a more expensive meal if they can.

If you were willing to pay adult price for kids food, that shouldn't be a problem at all either.

I think they were just being unreasonable!

 

[sharadoc]

well that's an absolute bummer...cannot see why they'd be insistent when you're paying cash for the meal! Think I'd put a complaint in to Disney on that one. Restaurants "outside" the world generally have no age requirements on who can order kids meals...I often order happy meals for myself from McD's! Quantities are about right for me for lunch, and I save the toys for visiting nieces & nephews.

The PPs story was a positive one! They got a kid sized portion of an adult meal and were only charged kid's price.

Maybe you were commenting on a different post and just quoted a good one about the Plaza by mistake??

 

[thej]

OP, I'm sorry your son couldn't order off the kids menu. It's good to know that the server tried to help as best as he could though.

On one hand though, having the DDP, you knew your son was considered an 'adult' - so I don't think it should be shocking or unexpected if a restaurant tells you that they cannot serve a kid's meal to your 'adult' while using the DDP.

This is just another reason I avoid the DDP. There are not many 10 year old's out there who always want something off the regular adult menu! And not many 10 year old's who eat the portion sizes served in adult meals either. To each their own, but I am an OOP gal myself.

If you want to use the DDP, I don't find it unreasonable for a restaurant to expect you to abide by the DDP rules.

Sorry, I guess I should have made it clear in the original post. We were NOT on the Dining Plan. This entire trip (and the last several) was out of pocket.

 

[icc2515]

Sorry, I guess I should have made it clear in the original post. We were NOT on the Dining Plan. This entire trip (and the last several) was out of pocket.

Well that is interesting. I assume that they asked your child's age before ordering. If you are paying OOP at a non buffet/fixed price restaurant then I cannot think of any reason except greed for a restaurant to tell you that a child cannot order off the kids menu. I mean you are not getting any more than what you are paying for and the restaurant is still getting at least one full price adult meal in the deal as well. The thing that I find odd is that they asked for your child's age. This sounds like a mandate from management to make more $.

 

[Abharmagic]

The only lesson I have learned from this is if paying OOP for a meal at WDW my picky child is 9

 

[pixarmom]

Anyone else have this kind of experience there or elsewhere on Disney property lately?

I'm so disappointed to read this, but I really appreciate the report. We haven't used the dining plan for several years (we usually have a TIW card for most trips now.) We love La Hacienda (our boys are ages 5, 11 and 12.) Last year at La Hacienda, the CMs were great with our pre-teens. Our pickiest eater (11) ordered straight from the children's menu with no problems. Our 12-year-old is far more adventurous, but ordered from the children's menu and loaded up a basic kids' taco with avocado, tomato, salsa, etc. Again, not a problem. But if things have changed at La Hacienda, we'll definitely need to reconsider ADRs there next time. And if we stick with it, we'll just be prepared for the new policy/practice regarding the kids' menu.

P.S. I've read the same about the Plaza, but that wouldn't be a problem for us, since our pickiest eater could order a plain burger from the adults' menu.

 

[dreaming4disney]

We ate here last summer-my picky eaters are my sons-we were told they couldn't eat a kids meal. They wound up eating an appetizer (quesadilla ) for dinner- it worked out ok but that was the only place that seemed to enforce the rules- theyusually eat adult meals but this place didn't have a big variety for them.
We had TIW

Additional note- as we were scrambling to find them something off of the menu, the waiter gave us a vegetarian menu to help- which was pretty impressive.
It had a lot of additional offerings

 

[Belle5]

It really seems so silly. The OP could have just as easily announced that the 10 year old would be sharing an adult meal with OP. Then what are they going to do? At least they get the $9 of the child's order on top of what OP ordered. There are kids who are sick (colds, flu, stomach bug, motion sickness, heat sickness, etc.) who are dragged along to a restaurant and lay their heads down-- not ordering or eating a thing. Again, at least they are getting the $9 additional money for some chicken strips or quesadilla if you order from the child's menu for the 10 year old...