Lupe Tortilla Mexican Restaurant — Restaurant in San Antonio

Awful service, awful food, and misleading promotional cards.

First, a little background. Lupe Tortilla is my girlfriend’s favorite restaurant and between the Houston and San Antonio locations, she has probably gone about 200 times in her life. Out of those 200 times, we’ve probably gone about 40 times together, and 10 of those times were this San Antonio location. This San Antonio location is consistently awful across the board.

1.) The food at this San Antonio location is always bland and vastly inferior to the Houston locations and to any other restaurant in the area. See my attached photos of the Houston location’s queso vs this San Antonio location’s queso. This San Antonio location’s queso is devoid of tomatoes and all of the seasonings that make it queso. As my coworker puts it “they don’t have queso, they just have melted cheese”. This is the case for every meal served here. My favorite Lupe item, the crab enchiladas, at this location are bland and awful, while the Houston location’s are flavorful and fresh. This is a consistent issue with every item here, and not a one off thing.

2.) The service is slow, forgetful, and rude. On this most recent trip, it took about 40 minutes to get our food after ordering, which isn’t even the longest we’ve waited here. You can count on your drinks and chips running dry and if you don’t take it upon yourself to grab someone and ask for refills and new chips, it won’t happen. You can also count on asking for something and not getting it until you ask a second time. We’ve had a vegetarian receive her quesadillas with meat in them, and we’ve had a vegetarian receive her queso with meat in it. Both times this person specifically asked for no meat and explained that they were a vegetarian. When the queso returned, you could see that someone in the back just tried to scoop the meat off the top and she found more meat in the middle and towards the bottom. How disrespectful is that? How can we trust what they serve us? These service issues have been consistent with every visit except for about two out of our 10 visits. On those two visits, we had the same waitress that was there when the location opened, but we haven’t seen her since. She was fantastic, but I’m not sure if she’s still there.

3.) The promotional cards are misleading. The time before this most recent visit, we were randomly given a $50 promotional card to be used during breakfast. I have attached a photo of this card so that you can decide yourself if it is misleading or not. When we came in with the card, I asked the waitress what all it covers before ordering. I didn’t see any exclusions on the card, but I wanted to make sure there were no misunderstandings before ordering. She said we could order anything as long as it’s below $50 with it. I ordered a breakfast entree and a mimosa, my girlfriend ordered quesadillas and the nasty queso pictured above. The check came, I went to the bathroom, and I came back to find Julio (a manager?) arguing with my girlfriend and my girlfriend almost in tears. My girlfriend went to the car because she was upset, and Julio tells me that the mimosa is not covered nor is the quesadillas or queso, so I owe him $27. I explain that I asked what the card covered before ordering, and we argued about what the card says. It explicitly states “COMPLIMENTARY $50 CARD THAT YOU MAY USE ON YOUR NEXT VISIT DURING BREAKFAST” with a note of what time is breakfast time. He kept saying “For breakfast only”. We were there at breakfast time. It doesn’t say it only pays for breakfast items, it doesn’t say mimosas aren’t included (aren’t mimosas a breakfast drink??). And he just kept flipping the card and saying “Breakfast only”. There was no getting through to him, so I just paid the rest and left.

IS THIS LOCATION DOING SO POORLY THAT THEY HAVE TO HAND OUT FAKE PROMO CARDS TO GET PEOPLE TO SPEND MONEY HERE??

I’m out of space now, but in short: Terrible food, terrible service, and dishonest employees. We only kept coming back because we hoped it would get better, but we’ve...

We arrived at 6:55pm and had a table of 9 and were told 55 minute wait and we waited and waited. We saw a lot of people leaving and would ask after an hour that we were next meanwhile everyone who came in got seated tables of 4 or 5 and a large party came in and they sat down I asked the hostess and she stated they were a party of 11 and they were after us and they were not getting served it was the sitting area. She seemed annoyed I asked. Five minutes later I see the group of 11 walking and they were in the dining area getting seated. After two hours we waited the group of 11 who came literally way after us get seated. They waited 10 maybe and got seated. The hostess is loss for words and can’t explain and sends the other young woman by the hostess area to sit us down. We sat down and I went back to the hostess area and asked for the manager and told her what happened and she said she was in the kitchen clueless or could care less no sympathy nothing and the hostess told her someone named Walter told her to sit the group 11 before us. I asked the lady manager if they didn’t want us to eat there they should have said.She said that group probably checked in online before us which I know clearly can’t be done for a table of 11 and why did the hostess say they were after us when I asked twice. The man Walter I believe was the main manager he gave us free queso this is not a we want free food situation and I asked him why he told the hostess to sit the other large group in front of us he said they lied the hostess was lying and I told him what the lady manager said and I guess she lied too ??? so that didn’t make it better it was my daughters birthday and we tried to just make the best of it. I stared to think that maybe he knew the other group and maybe never considering we would have noticed. After two hours waiting we noticed who came in and our. The waiter did an excellent job and the manager tried to make it up as well and did not charge my daughter for her meal since it was her birthday but honestly we were not wanting free food for her I was really not happy and feeling good anymore to celebrate her birthday just wanted to eat and go home and tried to be polite. The food came out fast but overall the manager doesn’t recognize time is important and to be patient and wait and be understanding was what we were doing but to see others barely get there and get seated was just wrong and then they all lied. I don’t believe the hostess lied she did what she was told and he clearly didn’t care to know that others like us had waited 2 hours when they sat others down before us msybe he knew them still wrong. I would not waste my time there again because I feel we did waste our time. My daughter wanted to go there for her birthday so we finished the evening good but I’m still feeling the manager who is making decisions needs to realize people go out to enjoy themselves and celebrate special occasions and his staff and their decisions made us feel not valued and I understand you have many customers and you don’t need us or it won’t hurt to lose us but I would hate this to happen to someone else. Maybe be honest to customers from Walter the manager to the hostess and all who lied honesty is way better Simple put we messed up we didn’t care you waited so long 👍 leave...

30 Mar 2023 @ approx 5:45 pm Lupe Tortilla at the Rim shopping is an ABSOLUTE DISASTER! Don’t dine here!

I entered Lupe Tortilla here at the Rim approached the host stand where the two hosts were in deep conversation trying to work something out. I waited until I was acknowledged then a young woman just looked at me with a vacuous stare so I continued to wait. Finally she realized that she worked there, not me. It became evident that she was waiting for me to speak first, until she realized that that’s her job! She proceeded to sit me at a table. This is the point where things went from bad to worse! My waiter was fine, he was putting in effort, but there was this cascading failure that ensued!

1. The salsa was very salty which at first I thought may have been the chips, but the chips had little to no salt. The salsa was inedible!

2. The Dr Pepper was flat, aka no fizz!

3. The waiter brought a bowl of beans with the chips and salsa after I was seated which was mystifying so I inquired later as to why they were put there (I’ve never experienced that anywhere in 57 years). “Are they part of the main course or the chips and salsa?” I asked! He replied, “no they’re just beans” (obviously), so when I asked why they were laid on the table he stated that he was required to place them there ( you can see this conversation was going nowhere). I asked if they were part of my meal to which he said “no.” By this time I gave up and was done with the no information answers!

4. Switching gears I requested a peach iced tea, a menu item, to replace my undrinkable Dr Pepper. The peach iced tea that he brought to me was not a peach iced tea! At this point I asked the hostess for the manager.

5. The manager who came by, was unapologetic, offered nothing and questioned my evaluation of the food by saying that it was the first time anyone had mentioned the issues that I raised and that he would have to taste the salsa for himself as if any of that somehow disqualifies my complaint; so I told him that I wasn’t going to debate him and left the restaurant! Of course with a manager like that it’s understandable why the restaurant is in shambles. There was all of that failure and I hadn’t even ordered a meal yet, never mind receiving one! I told the manager after being stonewalled by him that I had lost all confidence in the restaurant! It came across on every level that no one at this restaurant gives a damn! I recommend you pass this restaurant by on your way to finding...