Pollo Tropical — Restaurant in Florida

Before I came to this location I had warned a friend of mine about how inconsistent they are and how they never get an order fully correct the food sometimes be old….Well here we go again against my better judgement (and let’s be clear its not all your locations just this one!) I ordered half a chicken meal all dark meat and of course it wasn’t all dark meat go figure as well as a piece of chicken I got was dried out and inedible so I basically got less than what I paid for! But this wasn’t my only complaint my biggest complaint is when our order was called we proceeded to ask for sauces. Now I’ve been eating pollo tropical for years so long I was around before covid had yall stop the sauce bar that you had available for customers to pick in choose to your liking. Now I get things change but what bugged me was the manager was busy getting an order together but stopped just to come tell us it’s only two sauces per meal and .35 cents for extra! Keeping in mind the young lady who was grabbing them for us never said anything while we was asking for them! I get the economy has changed but very unprofessional for her to insert herself in that manner. Then she says “she’ll LET us have it today but next time we gotta pay” like we’re kids she putting in our place….like first off she should of told her employees that instead of us especially since we got it anyways! I think that whole location needs to be shut down and reevaluated Or take some training from the other locations because I only get rude, dry and wrong orders from this one! Every other one in orlando is doing it right. Anyways I say this to say I’m done with this location period. Wont ever get a dime of my money again. I work at a high volume restaurant we do 50-60 grand a day no excuses when all your doing is reading a ticket and scooping food into containers! Tell your manager she needs to work on her people skills and if giving away extra sauces to your paying customers is too much yall need to go back to having the sauces available to put on your on food! Also she should be more concerned about the orders that continually come out wrong...

I recently had the pleasure of dining at Pollo Tropical, and I can’t say enough about the exceptional service provided by Irene, who truly made the experience unforgettable. From the moment I walked in, Irene greeted me with a warm smile and genuine enthusiasm that set the tone for the entire visit. Her attentiveness to every customer was remarkable—she moved seamlessly between tables, ensuring everyone felt welcomed and cared for, all while maintaining an upbeat and professional demeanor. It’s rare to encounter someone who so effortlessly balances efficiency with heartfelt hospitality, but Irene does it flawlessly.

The food at Pollo Tropical was, as always, delicious—fresh, flavorful, and perfectly prepared—but Irene’s management elevated the meal to another level. She checked in just enough to make sure everything was to my liking without ever being intrusive, and when a small mix-up occurred with an order at a nearby table, she handled it with such grace and speed that the customers barely noticed. Her ability to anticipate needs was uncanny; before I even realized I wanted a refill, she was there with a pitcher in hand. It’s clear that Irene takes immense pride in her work, and her dedication to keeping the restaurant running smoothly while prioritizing customer satisfaction is truly commendable.

What sets Irene apart is her consistent excellence—she doesn’t just go above and beyond occasionally, but every single time. I’ve visited Pollo Tropical multiple times, and each experience with Irene in charge has been nothing short of stellar. She treats every guest like they’re the most important person in the room, whether it’s a busy lunch rush or a quiet afternoon. The management should be proud to have such a gem on their team; Irene’s passion for her job shines through in every interaction, making Pollo Tropical not just a place to eat, but a place to feel genuinely cared for. If you’re lucky enough to visit when she’s there, you’ll leave with a full stomach and a smile, thanks to her...

Where do I start? I've had multiple bad experiences with this particular store. I should've know better to try again but it was one of the only options at 1035 pm. I got in the drive thru line at 1035 pm with about 5-6 cars ahead of me. I didn't get to the order screen until 11pm exactly (they close at 11). At that point there were at least 5+ cars behind me. They lady comes across the speaker telling me "Hi welcome to Pollo Tropical we are closed sorry" so I replied to her that it was unacceptable to leave all these guests just waiting for no response this whole time. I told her that somebody should've come out to cut the line because cars continued to get in line. She responds by saying "there's no food left we can't serve you anything the food takes 45 minutes to prepare we cannot offer you anything, sorry." I am a chef by profession, bone in chicken doesn't take 45 minutes to prepare. Anyways, the Scheer fact that she spoke to me in that manner was shocking. I advised her that I too handled food for a living so I understand how preparing foods go. I proceeded to ask for the store managers name which she wouldn't give to me. This is unacceptable in hospitality. The leader of that shift should've stepped up & intervened in the drive thru. But the store collectively wasted 7 minutes between each car just so that they didn't have to serve us all. What kind of business does that? I'm sure the owner would be ashamed. The very you reason they have a job is to serve people. To attempt to control how many people you serve is not part of your job. I feel taken advantage of. I am disgusted with such food service employees. They have no business being in hospitality whatsoever. Take your lack of skills to a different job because people need to eat. If I were any customer wanted pollo, I would highly recommend any location other than this one. Heck I'd even rather go to...