Pollo Tropical — Restaurant in Florida

January 2020 update.... Don't come here. Not sure what has occurred in the last year but this is definitely not the usual Pollo tropical we are used to. There is a server here handling food (Mateo) whom we had to tell him to put gloves on.... I haven't been to a fast food place where I've ever had to ask the person serving the food to put gloves on. ... Manager was decent, but young and obviously lacks management experience in that he allows Mateo not to wear gloves while handling food.. We saw Mateo go from handling food, to the cash register, to the back of the store then back to the food prep area to prepare the plates of food. All this time no hand washing and no gloves. The guy cooking the chickens is not wearing gloves either. He goes from the side of the kitchen out of view, then back to flipping chickens all the time with NO GLOVES ON. Females had gloves. The young girl at the cash register was a sweetheart, so that's a huge plus. This is why they get a 2 Star.

I peeked at the floor by the drive through window while waiting for our food. Some food on the floor with container tops on the floor not picked up. I ordered a Tropi Chop, the chicken was cold... Left more than half on my plate. I'm hoping that we don't get sick from the food here, honestly go to another location.

Shame the young manager doesn't have the experience or know-how with food safety and cleanliness ... I wonder if a safety inspector came into the store what would he/she would say??

Go to another location...

2019.... Nice store. The drive through lady was super quick, efficient and courteous. The food, including their soup,...

Went through the drive thru. The experience was horrible. The young lady that took our order was rude. I asked about the quesadillas and she seemed annoyed. I realize working in food service can be difficult at times. I also understand that it is difficult to keep a quality staff in this day and age. However, customer service, attitude, cleanliness and overall good product is what will make you successful. When the young lady was so rude this evening I decided to speak to the manager on shift. His answer made me realize why the young lady that took my order is so rude. His reasoning as to why she was rude is because they have a difficult time keeping staff and staying open. I have been in food service for 20 years. That excuse was nonsense. A job is a job is a job. To keep that job there are rules and standards especially in food service that must be adhered to. The moment he told me his reasoning. I told my children that I guarantee the sanitation and quality in the restaurant will also be lacking. Customers decide whether to come back or not based on the service. If the manager allows the staff to be rude they will also allow them to do the bear minimum in cleanliness and production. I know the job is stressful but the attitude is not warranted. I urge cooperate to take a good look at this restaurant. It is lacking on many levels. You may need some serious restructuring if you want to continue to stay in business at this location. Your personnel NEED TRAINING and to be monitored. Although I had already paid for my dinner we did not consume it. I am extremely disappointed, and dissatisfied with...

If you've ever wondered why good places go out of business here is how. I have frequented this place twice in the week and a half I've lived here. Have spent over $100. Today as i waited over 30 min for my food because I guess I showed up at rush. I watch everyone as i always do. I see the guy flipping raw chicken then with the same tongs pick up cooked chicken and put it on to go plates. Ok, your slammed but that's cross contamination!! I inform the mgr. Who was dismissive and tried to explain to me that there are tongs on each station. Ok. But at what point was the cook going to use a pair?? Then the mgr. Said he will speak to the cook. Be mindful , your in the open people hear you. I hear you So now the cook is mad and saying that's not what he did. In Spanish..yea i understood you. Slamming stuff being childish. At the end of the day I'm a customer and you have my money. Like i said people make mistakes.own up to it and move on. I may find a new place to spend my money.

Update** returned to this location. On 6/16/19 @ 11am. The staff on hand was amazing. Clean and thorough. The cashier was friendly, the manager seemed genuinely concerned with my previous issue. The wonderful lady packing my order was thorough and everything was correct. I changed my original 2 stars to 4 . The staff on hand today...