A Latin-Mexican restaurant apologized after its branch in an Alabang shopping mall told a toddler to leave the establishment following complaints from other customers.
Facebook user Iskah Rubio-Marco on Thursday, June 4, called out Gringo in Festival Mall after staff told them to leave the premises because a “group of people who just walked in” found her daughter annoying.
“She’s a toddler! She was literally just being a kid, dancing happily to the music your resto was playing! Instead of telling those miserable people to mind their own business, your staff chose to kick a baby out to appease them,” she wrote on Facebook.
“You completely humiliated us. My family was made to feel like we didn’t belong just because we have a child. It’s absolutely shameful. My husband didn’t even hear any apologies from your server,” Iskah added.
“No amount of freebies or corporate apologies can fix the awful feeling you gave us. We are never eating at any Gringo branch ever again, and believe me, I’m going to make sure every single parent group I know hears about how disgusting your customer service is. DO BETTER. YOU HAVE FAILED MISERABLY,” she continued.
The following day, Gringo addressed the viral post, saying it takes “full responsibility” for the incident.
“We owe you an apology. A recent incident at our Festival Mall branch left a family feeling unwelcome in our space, and that is something we take full responsibility for,” it said in a statement.
“A member of our staff made a judgment call that does not reflect who we are or how we strive to treat the families who choose to dine with us,” the restaurant added.
“Gringo has always been a place for the whole family. No parent should be made to feel uncomfortable in our restaurant, and no child should be made to feel like they do not belong,” it continued.
The restaurant also said it is taking steps to improve following the incident.
These include “reiterating proper guest-handling guidelines” across its branches, “corrective action for the staff involved,” and “strengthening its commitment to creating a space where every guest and every family feels welcome.”
“To the family affected, we are sincerely sorry. Every guest deserves to feel welcome, and we will do better. Gringo is for families. Gringo is for everyone,” the restaurant said.
Gringo is a modern grillery serving Latin-Mexican cuisine, specializing in flame-grilled chicken, barbecue ribs, and comfort-food side dishes like mashed potatoes, buttered corn and coleslaw.
