Pollo Regio — Restaurant in Little Elm

I just wanted to share my experience in hopes that this location buttons up, my family really enjoys the food and this location is very close to my home. Last week I was hosting my son’s graduation dinner and needed a large number of pounds of meat. I tried calling multiple times to the Little Elm location but no one picked up. I was not able to drive to the location as I had a house full of out of town guest. The next day the SAME thing happened again- I could not reach anyone over the phone from the Little elm location. Very frustrating! I was running picking up other items for the event and ended up having to drive to McKinney to place a last minute order for 6 pounds of meat for my dinner. The McKinney location was great in accommodating my last minute request and apologizing for the unacceptable phone issues that Little Elm was having. During my wait for my order, I was able to speak to Francisco- a manager at this location. He was also great and very professional. He took my contact information for someone to reach out to me regarding this matter. He also shared his contact information to follow up in the event no contacted me. After receiving my order and heading back home, the DM -Susana called and was very sympathetic for the entire situation. She apologized for the issue. She provided the name of the manager of the Little Elm location and shared that if I was to place a call to them they WOULD pick up the phone moving forward.

I calling and asked to speak with the manager- Maria. This lady was not pleasant to speak with. She did not apologize or take ownership and only provided multiple excuses on why it was everyone’s responsibility but hers to make sure her establishment is ready for business for the day (ex: making sure cordless phones are charged for the next business day, the night before, that the voicemail is removed when the doors open, that she TAKE the phone into her office so she can hear the phone ring and she pick up). Very unprofessional coming from a manager/supervisor of any establishment. She did not care that I had to drive nearly 20miles to McKinney vs 7miles to her Little elm location the day of my event and having a house full of guest. My hope is that management reads this and provides additional customer service / managing training to help Maria become a more professional manager who is the face of the company in issues like this. She has people working under her and hate to think that her unprofessionalism will carry down to those employees under her. Once again the McKinney location was great and took care of me. Thank you to all the individuals that assisted with my order and to Francisco who showed professionalism in listening to a complaint that did not pertained to his location and was understanding of my frustration. Thank you...

I recently had the pleasure of experiencing the drive-thru service at Regio , and I must say, it was an absolute delight! From start to finish, the entire experience exceeded my expectations.

First and foremost, the convenience factor was off the charts. The drive-thru line was well-organized and moved efficiently, ensuring minimal wait times. MIRIAM was incredibly friendly and greeted us with warm smiles, making me feel welcomed right from the get-go. Her professionalism and attentiveness were evident throughout the entire order process, leaving me feeling confident in the quality of service I was about to receive.

Now, let's talk about the food! Oh boy, was it ever delicious. The menu offered a wide variety of mouthwatering options that catered to various tastes preferences. The ingredients were fresh, the portion sizes were generous, and the presentation was top-notch. It's safe to say that my taste buds were dancing with joy throughout the entire meal.

What truly impressed me, though, was the attention to detail. Despite being a drive-thru experience, the food was meticulously packaged to ensure no spills. The containers were sturdy. It was evident that Regio took great care in considering every aspect of the customer's experience, from the moment of placing the order to the final bite.

Lastly, I must commend the cleanliness and overall ambiance of the drive-thru area. The premises were impeccably maintained, with a clean and inviting atmosphere that made my dining experience all the more enjoyable. The restaurant's commitment to cleanliness and hygiene standards was clearly evident, giving me peace of mind during these uncertain times.

In conclusion, my drive-thru experience at Regio was nothing short of exceptional. The combination of unparalleled convenience, delectable food, and outstanding service made it a memorable encounter. Whether you're on a tight schedule or simply looking for a quick and satisfying meal, I highly recommend giving their drive-thru a try. You won't be disappointed!

Kudos to the entire team at Regio especially Miriam for setting the bar high in the realm of drive-thru experiences. I'll definitely be returning for more of their culinary delights in the...

*Updated review 01/18/2025: went yesterday and was extremely pleased that everything in my order was exactly as I had requested (which usually doesn't happen) and carne asada was delish (as always)!! The last two times that I've been here, it's been the same sweet young lady that has taken my order in the drive-thru and she is the only one that consistently remembers all of the little items that are important flavorful sides for the carne asada platters. I wish that I had gotten her name to post here, but big shout out to her for providing such professional customer service with a smile!! *

Carne asada and green sauce are to die for!! Everything is really good and fresh (so fresh that you have to watch for the chicken bones in the shredded chicken entrees)!! Been going to this location for several years now and have found that the service is hit or miss. Sometimes the service is great and you get all of your correct sides from polite employees, other times the service is not so great (missing sides, much slower than usual employees, non-employees and children behind the counter, out of certain food items, missing full entree in my to-go-bags without telling me until I called it to their attention then was told they were out and offered a reimbursement or replacement). The customer service today was really good and all food items were correct and there. The man at the drive through was very polite as well. I've just learned to not be in a rush and to check everything thoroughly before leaving the premises, because the service is unpredictable each time I go. The great food is what keeps me...