I loved my experience here at Pollo Tropical. I was attended perfectly by Johann ( Jo), a high school student. He asked my son about his school and listened attentively. He also got my order done quickly, and it was delicious. It felt like it was served with love( which it was). I will DEFINITELY be coming here again. Thanks a lot Jo, you made this visit very special and my son says he's never been treated like this by an associate before. I'm grateful beyond words đ¤
Atmosphere: 5
Food: 5
Service: 5
Michelle Trujillo
Great food. Hot, well seasoned, large portions. As good as the ones in Miami.
Atmosphere: 5
Food: 5
Service: 5
bobby staples
Chicken is seasoned well and food is really good.
Atmosphere: 5
Food: 5
Service: 5
Mtz La
Ordered the grilled chicken breast meal, they were still pink on the inside.
Food: 1
Service: 2
Michael Hernandez
This place never lets me down. Unless they don't have any white sauce (cilantro sauce), then and only then will I not eat here.
Atmosphere: 5
Food: 5
Service: 5
Dani
Thank you, Israel, for your outstanding customer service. You resolved my issue quickly and ensured my family and I received a fresh and delicious meal straight off the grill. I truly appreciate the care and quality you and your team consistently provide. This location continues to impress meâ exceptional service and consistently great food. Youâre all fantastic!!!!! â¤ď¸â¤ď¸â¤ď¸
Matthew Adelman
Assist Manager was awesome!!! Friendly and recommended some new sauces that were GREAT!! Food also came out fast!!! Will definitely go back!!!!!!!!
Atmosphere: 5
Food: 5
Service: 5
Alex
When Pollo Tropical opened this location in 2013, it offered a noticeably elevated fast-casual experience. Guests were greeted with friendly table service, real plates and silverware, and a clean, welcoming dining room complete with a well-stocked sauce bar. At the time, it stood out from typical quick-service chains by offering something closer to a relaxed, sit-down meal with personality.
Today, much of that original charm is gone. Orders are now handled strictly at the counter, names are called out across the dining room, and meals are served in disposable packaging. The once-popular sauce bar has been removed, and the open-concept dining area often feels neglectedâfrequently littered with food waste and receipts, with little attention to cleanliness or comfort.
While the pricing remains reasonable, the brand has clearly shifted focus toward high-volume, low-maintenance lunch traffic. The experience now caters primarily to grab-and-go customers, particularly tradesmen and workers on tight schedules. In doing so, Pollo Tropical has distanced itself from families and other customers who once appreciated the inviting, sit-down atmosphere.
Letâs be clear. This is not the result of a thoughtful brand evolution or a reimagined service model. It is a clear rollback of quality and service, justified under the convenient cover of pandemic-related adjustments, but ultimately driven by cost-cutting and profit margins. The customer experience has been reduced, not improved, despite how it may be framed. Pollo Tropical did not adapt. It scaled back. Itâs time to acknowledge that and do better.
Sinia Urreta
The dirtiest Pollo Tropical Iâve been to. The staff is rude, loud, playing and joking around and not paying attention to what theyâre doing. They completely skipped our order and when we walked up to the counter to see what the delay was, the lady handed us a plates with white rice, black beans and no chicken. Seriously? She forgot the CHICKEN!? đ As much as I love the food at Pollo Tropical we wonât be coming back to this location.
Atmosphere: 1
Food: 2
Service: 1
Arlene Mauro
Food always good. Service wasn't that great. Saw us standing at counter and continued to speak with coworkers in the back while we stood there waiting. Acted disinterested when we placed our order, not a friendly or welcoming atmosphere đ
I loved my experience here at Pollo Tropical. I was attended perfectly by Johann ( Jo), a high school student. He asked my son about his school and listened attentively. He also got my order done quickly, and it was delicious. It felt like it was served with love( which it was). I will DEFINITELY be coming here again. Thanks a lot Jo, you made this visit very special and my son says he's never been treated like this by an associate before. I'm grateful beyond words đ¤
Atmosphere: 5
Food: 5
Service: 5
Great food. Hot, well seasoned, large portions. As good as the ones in Miami.
Atmosphere: 5
Food: 5
Service: 5
Chicken is seasoned well and food is really good.
Atmosphere: 5
Food: 5
Service: 5
Ordered the grilled chicken breast meal, they were still pink on the inside.
Food: 1
Service: 2
This place never lets me down. Unless they don't have any white sauce (cilantro sauce), then and only then will I not eat here.
Atmosphere: 5
Food: 5
Service: 5
Thank you, Israel, for your outstanding customer service. You resolved my issue quickly and ensured my family and I received a fresh and delicious meal straight off the grill. I truly appreciate the care and quality you and your team consistently provide. This location continues to impress meâ exceptional service and consistently great food. Youâre all fantastic!!!!! â¤ď¸â¤ď¸â¤ď¸
Assist Manager was awesome!!! Friendly and recommended some new sauces that were GREAT!! Food also came out fast!!! Will definitely go back!!!!!!!!
Atmosphere: 5
Food: 5
Service: 5
When Pollo Tropical opened this location in 2013, it offered a noticeably elevated fast-casual experience. Guests were greeted with friendly table service, real plates and silverware, and a clean, welcoming dining room complete with a well-stocked sauce bar. At the time, it stood out from typical quick-service chains by offering something closer to a relaxed, sit-down meal with personality.
Today, much of that original charm is gone. Orders are now handled strictly at the counter, names are called out across the dining room, and meals are served in disposable packaging. The once-popular sauce bar has been removed, and the open-concept dining area often feels neglectedâfrequently littered with food waste and receipts, with little attention to cleanliness or comfort.
While the pricing remains reasonable, the brand has clearly shifted focus toward high-volume, low-maintenance lunch traffic. The experience now caters primarily to grab-and-go customers, particularly tradesmen and workers on tight schedules. In doing so, Pollo Tropical has distanced itself from families and other customers who once appreciated the inviting, sit-down atmosphere.
Letâs be clear. This is not the result of a thoughtful brand evolution or a reimagined service model. It is a clear rollback of quality and service, justified under the convenient cover of pandemic-related adjustments, but ultimately driven by cost-cutting and profit margins. The customer experience has been reduced, not improved, despite how it may be framed. Pollo Tropical did not adapt. It scaled back. Itâs time to acknowledge that and do better.
The dirtiest Pollo Tropical Iâve been to. The staff is rude, loud, playing and joking around and not paying attention to what theyâre doing. They completely skipped our order and when we walked up to the counter to see what the delay was, the lady handed us a plates with white rice, black beans and no chicken. Seriously? She forgot the CHICKEN!? đ As much as I love the food at Pollo Tropical we wonât be coming back to this location.
Atmosphere: 1
Food: 2
Service: 1
Food always good. Service wasn't that great. Saw us standing at counter and continued to speak with coworkers in the back while we stood there waiting. Acted disinterested when we placed our order, not a friendly or welcoming atmosphere đ
Atmosphere: 2
Food: 4
Service: 2
Restaurantji Recommends
Price of chicken does not equal what you obtain. Very small amount of chicken and mostly all bones
Good food, good portions, and friendly staff.
Dining room decor is very basic yet also functional.
Atmosphere: 4
Food: 5
Service: 5
Everything was great from ordering to receiving to eating. It took me 30 minutes to get home but the food was still hot and delicious.
Atmosphere: 5
Food: 5
Service: 5
Drive threw staff was so inpatient when we were making an order for 6 people. You could hear them huffing and puffing. Then had us wait up ahead.
A wait in line but my food was great!
Food: 4
Service: 4
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