Local Guides World
Jonathan Robinson
1 reviews on 1 places
Overview: 4 stars by the time we walked out the door.
Our experience started going direction of 2-3 stars, with food and service problems, but server turned it around and manager FULLY redeemed the overall experience.
Details:
My daughter and I were spending our last night of a quick vacation to Dallas by grabbing dinner at Lupe's. She ordered a very basic burrito, and at the recommendation of the server I ordered one of the house specialties: 1/2 lb. meat trio fajita platter (steak, chicken, and shrimp) and recommended house made flour tortillas.
Chips and salsa were good. Charro beans were an extra plus. My daughter had this oddity where the server kept ignoring her drink - a glass of water that she had gotten from the bar prior to sitting down. She wasn't asked for a drink to my recollection and then wasn't asked/given any refills until we asked after the entrees arrived.
For entrees, my daughter really enjoyed her burrito and rice/beans. The burrito was reasonably sized, maybe a little smaller than a Chipotle burrito. She asked for a number of things left out and a few things on the side. They hit about 80% of that ask. She is a bit particular on what she eats and was still good with what was in the burrito. She was a huge fan of the flavor. Big win!
My fajitas were not as beloved. Considering it was a $24 fajita plate and a signature dish, I had some high hopes. The shrimp was pretty good. The beef and chicken, not so much. I had two slices of beef that had good flavor. The rest were overcooked, some with a flaky metallic sheen. The chicken was all overcooked and chewy.
Note: the meat platter photo was taken after a few shrimp were eaten.
Disappointment didn't stop with the meat. The plate really fell flat with its fajita veggies. It arrived with only a small spoonful of sautéed onions, two slices of excessively charred jalapenos, and one mini grilled red pepper.
While the side of guac and shredded cheese were fine. The pico de gallo was flavorless and contained reddish/whitish chunks that were hard to distinguish between tomatoes and onions (in flavor and color).
Disappointment moved to confusion when it came to the house made flour tortillas. The plate came with 4x 12-inch house made flour tortillas. These were the same tortillas used for my daughter's burrito. I now have 4x giant 12-inch tortillas and one tiny plate of fajitas. You would think that a place known for house made tortillas and house specialty fajitas, would have coordinated around making 6" tortillas sized for their fajitas instead of only 12" tortillas used for everything.
When eating my first fajita, not surprisingly I found I was eating more tortilla than anything else. It didn't take long for me to eat all the food from the plate that I found appealing, and still find about half the plate full of food.
Soon after, I asked our server for the bill and a to-go box for my daughter. The server asked if there were issues with my plate. I told her the truth about my meat being overcooked and chewy. I said it wasn't a big deal, we'd just get the check and go. To her credit, she alerted the manager who came over immediately.
I was okay leaving and being a little irked that my $24 plate of fajitas was lousy. I explained the situation and the manager was great in listening. But the manager wanted to make sure she made the situation right - which I really applaud her for. She started by indicating that she was going to take it off my bill, which was wonderful. She also went out of her way to make additional offers including cooking another one up for me there and sending me home with another for later - which I both declined as I was full, and we were flying out the next day. Her offers were greatly appreciated though. It spoke to her customer service and care.
At the end of the experience, the way the situation was handled by manager and server left both my daughter and I thrilled. I may not have loved how it started, but I did love the overall experience!
Our experience started going direction of 2-3 stars, with food and service problems, but server turned it around and manager FULLY redeemed the overall experience.
Details:
My daughter and I were spending our last night of a quick vacation to Dallas by grabbing dinner at Lupe's. She ordered a very basic burrito, and at the recommendation of the server I ordered one of the house specialties: 1/2 lb. meat trio fajita platter (steak, chicken, and shrimp) and recommended house made flour tortillas.
Chips and salsa were good. Charro beans were an extra plus. My daughter had this oddity where the server kept ignoring her drink - a glass of water that she had gotten from the bar prior to sitting down. She wasn't asked for a drink to my recollection and then wasn't asked/given any refills until we asked after the entrees arrived.
For entrees, my daughter really enjoyed her burrito and rice/beans. The burrito was reasonably sized, maybe a little smaller than a Chipotle burrito. She asked for a number of things left out and a few things on the side. They hit about 80% of that ask. She is a bit particular on what she eats and was still good with what was in the burrito. She was a huge fan of the flavor. Big win!
My fajitas were not as beloved. Considering it was a $24 fajita plate and a signature dish, I had some high hopes. The shrimp was pretty good. The beef and chicken, not so much. I had two slices of beef that had good flavor. The rest were overcooked, some with a flaky metallic sheen. The chicken was all overcooked and chewy.
Note: the meat platter photo was taken after a few shrimp were eaten.
Disappointment didn't stop with the meat. The plate really fell flat with its fajita veggies. It arrived with only a small spoonful of sautéed onions, two slices of excessively charred jalapenos, and one mini grilled red pepper.
While the side of guac and shredded cheese were fine. The pico de gallo was flavorless and contained reddish/whitish chunks that were hard to distinguish between tomatoes and onions (in flavor and color).
Disappointment moved to confusion when it came to the house made flour tortillas. The plate came with 4x 12-inch house made flour tortillas. These were the same tortillas used for my daughter's burrito. I now have 4x giant 12-inch tortillas and one tiny plate of fajitas. You would think that a place known for house made tortillas and house specialty fajitas, would have coordinated around making 6" tortillas sized for their fajitas instead of only 12" tortillas used for everything.
When eating my first fajita, not surprisingly I found I was eating more tortilla than anything else. It didn't take long for me to eat all the food from the plate that I found appealing, and still find about half the plate full of food.
Soon after, I asked our server for the bill and a to-go box for my daughter. The server asked if there were issues with my plate. I told her the truth about my meat being overcooked and chewy. I said it wasn't a big deal, we'd just get the check and go. To her credit, she alerted the manager who came over immediately.
I was okay leaving and being a little irked that my $24 plate of fajitas was lousy. I explained the situation and the manager was great in listening. But the manager wanted to make sure she made the situation right - which I really applaud her for. She started by indicating that she was going to take it off my bill, which was wonderful. She also went out of her way to make additional offers including cooking another one up for me there and sending me home with another for later - which I both declined as I was full, and we were flying out the next day. Her offers were greatly appreciated though. It spoke to her customer service and care.
At the end of the experience, the way the situation was handled by manager and server left both my daughter and I thrilled. I may not have loved how it started, but I did love the overall experience!