Pollo Tropical — Restaurant in Daytona Beach

Let me be clear, I love the Polo Tropical concept. When you guys are "on your game", paying attention to your own specification, making sure your foods are fresh, hot/cold and tasty, great! That is expected, but that said, you lost me several weeks ago because of the lackadaisical staff there. Your general quality has simply dwindled to an unbearable level for me.

Then your television ads in this area began to run in multiple spots which lured me back this week. We decided to return for your original Cuban sandwich. It was presented with such authentic accuracy on TV, I could hardly wait for dinner time, so we headed for your location and ordered from your drive-thru, due to the pandemic risks.

Our sandwiches only vaguely resembled those shown on the television ad. The only ingredient which was somewhat warm was a scant portion of roast pork. All of the other components of the sandwich were cold including the bread. The sandwich had signs of having been pressed but not toasted, it was only crushed a little. And it was not traditional Cuban bread pressed like that TV ad sandwich. Also, It was not the bread depicted on the TV ad. There was no mustard sauce, no pickles as promised in the ads. In short it was a poor example of an Original Cuban sandwich.

Even the presentation was substandard. It appeared that the sandwich had been lifted from the grill or press with a spatula, evidently scooping up along with all the burnt bits of grill debris, than placing the unappealing mess on a sheet of sandwich wrap and a feeble attempt of wrapping it. By this time it made it to the bag it was no longer wrapped and was falling apart.

The staff here seems to lack a sense of pride, evidence of their handling of my order. The message I continue to receive from this location is that the staff cares little it we ever return. In fact they are unwittingly giving us a message of their own to not come back. I realize that this pandemic has added additional stresses on businesses, especially those in food service. But, there is no good reason to sabotage your own business by ignoring your ad program. Remind your employees that they are in the loss column, a liability. But your customers on the other hand represent profit and our continued support will ensure everyone's...

BE AWARE!! Lady used dirty mop gloves to grab food and start preparing food. Myself and partner went to the Daytona beach location on a Saturday night around 8-9pm. We first got in line through the drive thru and realized it was taking way too long and decided to go in. When you go in although there are workers behind the counter no one speaks to you and there are QR codes in front of the registers so you can order online. Which was horrible because I could not order what I wanted because there was no option to add what I wanted although they advertised in the building to add the specific item. So after placing my order I observed a woman worker walk into a broom/storage closet and on her hands she had one glove on and one without a glove. She grabbed the dirty mop bucket and mop handle and rolled it into the food area, where she then grabbed the receipt that had our order on it and she through her head back groaning as though she was unhappy about having to prepare the order. She then walks over to grab two containers to start preparing our food and as she grabs a big hand full of lettuce still using that same dirty glove and non washed hands,I immediately felt Ill as I watched in horror, she then yells to us are you dining in at which time I asked her to come here and let her know I needed a refund. She got her manager and the manager could not issue me a refund but instead gave me a number to call. Still waiting on my refund. Update!! I just spoke to the rude assistant manager Benjamin Burgos who had a bad attitude.I let him know I felt he did not care about the horrible experience at there establishment and he started to yell at me and talk very reckless saying things like I don’t know him and how do I know he didn’t care. He proved my point once he started yelling at me because I simply said he did not care. He wants me to come back to this location for a refund. I asked why didn’t the manager on duty when I ordered my food refund my money and he says he didn’t know. I see why this place is ran improperly because it starts at the top. Poor management! He was looking to argue instead of being apologetic about the...

First time going here.had to try it for myself after everyone had told me what a good place to eat in respect to food and taste.AVERAGE,AVERAGE, AVERAGE, that is what l encountered.either their taste buds ran out of their mouths and escaped to another world or maybe they were locked up in their closet by a relative and starved to death,so that is why they said it was delicious.the staff was more in a daze not knowing if they were coming or going.very inattentive to you as if you were not there.the only one who noticed was the cashier who's eyes were like a slot machine with rolling dollars in front of her.the food could have been better. Rice was not soft and fluffy.you could have used the rice to build a house,no glue required.the chicken was somewhat dry,especially the white meat.they must have left it in a special location to dry out after a long drinking night at your local pub.the black beans were ok but you could use them to see them move all by themselves like Mexican jumping beans.WHAT A SHOW.COME ONE COME ALL. the pulled pork ,dry taste ,it looked as if they were asking for forgiveness for having you getting ready to eat it.overall not all was bad,at least there was a ray of hope because the only good thing was,YOU GUESSED IT, if you haven't. It was the cleanliness of the Styrofoam plates that you eat on.they were so white and clean that mister clean used his magical cleaning powers to give you a somewhat happy venturing here.try it for yourself. I can't make up your mind for you but l can give you some advice.you...