Lupe Tortilla Mexican Restaurant — Restaurant in San Antonio

Took my in-laws here on Thursday which we had a great experience (service and food) which I would have given 5. They loved it so much they wanted to go back before leaving town on Saturday. Which we had the opposite experience and I would have given a 0 or 1.

Our server was James and he did a great job serving us. So arrive shortly after 6, get seated outside which it was cool and at atmosphere was nice. We place our drink and appetizer order which came out quickly then place our entree order. It took over an hour for our food to come and then even forgot to bring my wifes food. During the hour wait our waiter James kept telling us 2m or it's coming but it never did. He finally tells us he isn't going out until his manager talked to us because we had been waiting an hour. The manager comes out and tells us they lost our ticket and they would comp our meal. We really appreciated it and was thankful for the gesture.

What made things worst is like I mentioned, they forgot my wife's food so James puts in the order immediately. Well 45 minutes later her order still isn't out so at this point she has been waiting an 1:45 minutes for her food. Food finally comes out and we take it to go but they say we have to pay for the one margarita another person in our party ordered. We were really disappointed theu still wanted to charge us for a $10 margarita even after they took messed up on my wife's ordered and took an additional 45m on top of the hour to bring it out. I believe that was the least they could do for adding another 45m to the wait. The manager (Mario) was nice and professional and I commend him for addressing the situation but that was a misstep on his part.

I also want to call out another guy who he called himself a "partner" for that location. He came and talked to us that Thursday night to check in and ask how our meal was but on Saturday he walked by the tables around us but never came by to talk with us. I am pretty sure he knew what was going on especially if are a "partner" and didn't have the courage/nerve to speak with guests who had a bad experience. Again another misstep by another member of management or as he called himself a "partner".

I'd give this place another chance in the future which I will adjust my ratings because I've had good experiences but this bad experience was probably the worst I've ever had at any restaurant setting. I've had food brought out late but they handled it better. BTW I did have a toddler with me the whole time so having to keep him entertained was another wrinkle to...

This place is usually so good but today was extremely disappointing. We arrived around 9:50am for brunch. We sat on the patio and the server promptly took our drink order which was great. It was all down hill from there. The drinks arrived 20 minutes after the order was placed. Another server even walked up with a water pitcher to refill drinks that we didn’t have yet and then instead of at least bring waters she just shrugged and walked away. A few of us ordered coffee and we never received or were even offered refills. Same goes with our waters. I went the whole meal without a water or coffee refill. The server was sweet but as slow as you can imagine and just overall terrible at her job. The food took over an hour to arrive and when it did there were numerous mistakes that lead to a few people not eating as we knew it would probably take too long to get the correct order out. Most of the food was cold and just really sad looking which is usually not the case. One of our group members received the wrong meal, sent it back to be corrected , and her food never showed back up. This was the case with all of the tables around us. Every table outside complained at least once or twice that we saw. The table next to us sent their food back 3 separate times. We spoke to a manager multiple times and they did not seem to think there was any problem with the service we were receiving. Overall we were there for 2.5 hours and it was honestly just a painful experience. We completely understand that restaurants have off days but to just kind of brush it off like there was nothing wrong will be the reason this was our last visit. I would be so ashamed if my restaurant operated this poorly. And at that a manager never even came to our table to check with on us. There are much better options in the area with excellent service. Don’t waste your time here as they have some serious kinks...

🤮 🤮 🤮 🤮 🤮 🤮 🤮 WE REALIZED MID-BITE THAT IT’S NOT REAL BEEF!!!

NEVER AGAIN!!!

(The restaurant’s pathetic reply below is a bogus, automatic PR response with ZERO sincerity and no follow up.)

Our family history w Lupe Tortilla:

Even though the food is RIDICULOUSLY overpriced $100+tip for 1.5 lb fajita meal that costs $10 to make yourself 😳), my family and I used to love eating from this restaurant on special occasions. Beautiful atmosphere inside and outside. he food tasted great and the service was excellent. The portions have always been stupid small. When we would ask for more, they would bring us more tiny portions, so we would continually have to request more. Come on, Lupe, beans and rice be cheap. Why you so stingy?

As time passed, the food quality has declined dramatically so we have come less and less often. The minimum wage wait staff suffer Thursday most because unhappy customers don’t tip well, do they?

Today was the THIRD time in a row that the fajitas we ordered “WELL DONE” (we repeated this TRES times) were still cooked medium. We tried to eat it but it was chewy and disgusting! THEN MID-BITE, WE REALIZED THAT WAS NOT REAL BEEF. The guacamole smelled bad. Stale chips. Made us nauseous. 🤢 And why is this place so stingy with the side portions. Rice and beans are dirt cheap. Come on guys.

They also didn’t give us everything we ordered. We didn’t notice any of this until we got home bc we were so tired after a long day at the hospital with my sick father. When i called the restaurant to get our order remade, i was on hold for 10 minutes. I got attitude from kitchen manager and no apology. I almost went back but I just decided, we’re not giving this place any more chances. A shame. — I sent you an email. No reply of course. Asking me a bunch of questions rather than apologizing is lazy and insincere. My review was clearly made on google maps, which...