Pollo Tropical

The food is remarkably great, and since the renovations under new management recently, the dining room is cleaner and more comfortable although it has a spartan decor and atmosphere. It's fine enough for very casual dining, and our best experience has been when we eat in the restaurant. We recommend ALWAYS checking the accuracy of your takeout and drive-thru orders before you leave the premise! We have had several meals packaged without items we paid for, or the incorrect item included, which wasn't discovered until we arrived home. (I must have paid for three or four desserts I never received.) The management offered to fix it if we returned, but it happened so many times, we gave up and just decided that the food is SO GOOD we'll still come back, but we do not leave without checking EVERYTHING is correct in the order.

I had a family meal take out order, when I got home I was missing a few things from my order which is quite annoying as I don’t live to close to the store.I kept my receipt and took some pictures of my order.I returned to the store about 5 days later to speak to a manager. I spoke to Jessica who was the manager on duty. With out any hesitation, she made my previous incomplete order right with a lot of apologies and a smile.Thank you

Idk why but every time I come here which isn’t often they run out of food or the food I want to buy. Why am I having to worry about that at an authentic restaurant? I was told to wait on the steak 10 minutes, okay fine, I come back and now they have no yellow rice or any style of chicken…..not to mention $4.29 for a very small parfait. Portion size was good but my 2 pieces of plantains seem to be dried out…Overall I still got some decent food.

I went to eat with my parents and the food was delicious, a fresh flavor, the service was super fast and the attention of the employees to me and my family was spectacular. They made us feel at home. I recommend this place to eat. The manager Jessica was very attentive and we I help bring food to the table

Last week I ordered the new Corvina meal with brown rice, beans and corn. When I arrived at work and opened my plate I was highly disappointed. My Corvina was broken apart nor was it a full fish and my sides were very little. I spoken to the new store manager named Johnny regarding the matter from last week. And immediately he apologized and made it right. He was understanding and very professional. Thank you Johnny for providing excellent customer service we need more people like you in businesses. The photo is my original order. This was the Waters Ave location.

We ordered dinner from the QR code on the website. Great experience amazing customer service! Well executed franchise. Tbey asked us what sauces we want the young woman specified they didn’t have the crispy Cuban that day so we could change without waiting for the order to be finished. Really top notch. This is how the pollo tropical should be other places should take note. Shout out to my boy mauricio