Lupe Tortilla Mexican Restaurant — Restaurant in West Lake Hills

Today, my family and I went to Lupe Tortilla Mexican Restaurant to celebrate my mother-in-law’s birthday, but unfortunately, it turned into the worst dining experience I’ve ever had.

From the start, the atmosphere was unwelcoming. We were seated at a table where AC condensation was dripping on us. When we asked to move, the host claimed that the other tables were reserved and suggested we push our table back to avoid the dripping. Later, a woman who appeared to be a manager or another server approached us. Instead of showing understanding, she was dismissive, insisting that we return the table to its original spot due to fire safety concerns. After explaining the inconvenience and being told to move the table back under the dripping AC, we were finally relocated to a table by the patio door. Despite the host initially saying this table was reserved, the lady informed us that it was not.

Unfortunately, the service only got worse from there. We were barely acknowledged by the staff. We ordered drinks, including alcohol, but they only arrived after we repeatedly asked for them.

What should have been a special celebration turned into a frustrating and disappointing experience. We felt completely neglected compared to other diners who seemed to receive far better service. Several families who arrived after us were served and left before we even got our kids’ dessert and the last drink, which we had ordered 20 minutes earlier.

I would understand if the restaurant was packed and very busy, but that wasn’t the case. We were so unacknowledged that I eventually grabbed to-go boxes myself after waiting for any staff member to pass by. I handed over my credit card before even seeing the bill because I just wanted to leave. Despite the terrible experience, I left a generous tip because that’s just the kind of person I am. I’m patient and non-confrontational, but I was close to causing a scene or making a complaint right then and there. However, I didn’t want to add to my mother-in-law’s already disappointing experience.

This issue wasn’t about the food but about the complete lack of hospitality and consideration for our comfort. It’s disheartening to spend money at a restaurant where you feel unwelcome, especially on a special occasion. I can’t recommend this place and won’t...

I've never left a bad review for any restaurant on the internet. But this was truly the worst restaurant experience I've ever had in my entire life. It started out with me asking if my daughter with celiac disease would be able to eat gluten free. For context, we have eaten at three other Lupe tortilla locations that have never had a problem safely giving us gluten-free food. I always understand that restaurants cannot guarantee gluten-free safe for people with celiac, as it is a liability. But any other restaurant I've ever been to has been completely willing to help and be reasonable. So initially, who I assume was the kitchen manager, came up to our table and stared at us for 15 seconds and literally said "I can't remember what I came over here to talk to you about." Then she told us that the chips were contaminated so we couldn't eat those and basically everything on their menu was contaminated so they basically couldn't do anything to help us , and that they would have to clean off the entire cooktop stove. I asked her if they could heat up one singular corn tortilla for one taco on a pan so that she could have a gluten-free safe taco. And she looked at me and said, no it was impossible. Then she finally said we would be able to have a gluten-free bean and cheese taco they would just have to clean off the entire cooktop (that's ridiculous they don't have to clean off the entire cooktop, they only have to clean off the portion that they're heating up her tortilla on so that she could have a taco.)Then we proceeded to wait an hour and a half with four young children to get our food. We got one fajita plate and four kids meals, one of the easiest things to make ever. And our kids were losing their minds because we've been at this restaurant for over 2 hours at this point. There were several tables around us who had been there for only 30 minutes and received their food and they were tables with six or more people. Got to give our waiter some credit, the poor guy was obviously overworked and perfectly nice. But whoever the kitchen manager was ridiculous and the staff was very obviously overworked and they did not have enough people there. Worst wait ever, not allergen friendly at all, the food was good but other than that...

Where to begin? I could write a 10 page essay with the abysmal quality of service at this restaurant. Not only the worst experience i’ve had in this area, but the worst experience I’ve ever had at a restaurant. We had a large party so I expect a little bit more of a wait but we arrived at 5:30, got seated at 7, got our food at 8:30. Our server was not only passive aggressive, but flat out rude at many points in our service. After finally getting seated after an understandably long wait, we waited an HOUR AND A HALF to finally receive our food. Additionally, while waiting an immense amount of time for our meals, we ordered two queso bowls and repeatedly failed to have ample amounts of chips for the queso. Out of a party of ten, we were not able to finish two bowls due to the lack of service to refill our chips. By the time the food finally arrived, the entire table wasn’t hungry anymore, we were focused on leaving the restaurant after being here for 3 and 1/2 hours. Furthermore, we were celebrating a friends birthday and they failed to bring out his order with the rest of the food. Given it would be rude to eat without the birthday man having his dinner, we waited for his plate to come out. Here’s the worst part, after waiting for what felt like an eternity to finally eat dinner, the food was terrible too! Their enchiladas had very low quality Chile Con Carne and their menu did not offer many popular tex-mex dishes. I’ve had over 100 tex-mex places in Texas and I can confidently say that this is in the bottom five and even that is being generous. It felt like insult to injury to be served such poor food after waiting for an unreasonable amount of time for it. On top of everything, our server decided that it was appropriate to drop an F bomb in front of a young child at our table. It genuinely makes me question the training and management at this store. After getting seated at 7, we finally left the restaurant at 9:15. Not only will I never, EVER, return to this restaurant or any other locations; I will actively ensure that none of my friends will ever make the same mistake we did tonight,...