No free large water cups; they charge full price for the large water. Only a very tiny water cup for free.
Tony Matute
This is the best location of Hollywood, everything is fresh, excellent service. I recommend it 100% come hereeeee!
Atmosphere: 5
Food: 5
Service: 5
Sammy Lopez
Tall Spanish old white guy took my order
I came for a Veterans Day meal
I’ve used my Id to get from other places and online it says any sides
I asked for plantains and friend yuca
Online it says you can choose that
This guy came to me aggressive disagreeing with me
I’ve never had an issue with any other restaurant when asking
It was embarrassing to say the least he even shooed me away.
Also he gave me problems with my ID
Atmosphere: 1
Food: 1
Service: 1
Omar Elkholy
I recently placed a mobile order through the Pollo Tropical app for the family meal (which, to be fair, was good,the food itself was great). The problem was the pickup experience, which was really disappointing.
It was pouring rain, and I went through the drive-thru to pick up my food. I let them know at the speaker that I had a mobile pickup order for Omar, and they told me to pull up to the window. After waiting in line, I get to the window, and they suddenly tell me I need to go inside to pick it up — despite the fact that it was raining heavily, and I had clearly stated it was an app order.
I asked if they could just hand me the food through the window, it was sitting right there on the shelf — but the employee refused, saying it was “corporate policy” that all mobile orders must be picked up inside. He even said I could wait in my car until the rain stopped, but that they wouldn’t hand it to me through the window under any circumstances.
This whole situation could have been avoided if they had just told me at the speaker that I needed to come inside, instead of making me wait in line just to turn me away. There was no flexibility, no courtesy, just a rigid script.
The food was good, but the service was thoughtless and frustrating. If this is really the policy, Pollo Tropical needs to communicate it more clearly and consider showing some basic empathy for customers.
Atmosphere: 2
Food: 4
Service: 1
Etiquette Queen
I was very disappointed in my food at this location!
Atmosphere: 1
Food: 1
Service: 1
Marko Raillic
Absolutely horrendous service, worst service of my LIFE !!! Ordered pick up, came to the store 15 mins after pick up time and I still had to wait. Not only the food wasn’t ready when I went to counter & asked for my name, they didn’t even ask me my order or # after I gave my name & I proceeded to watch them serve 7 people before calling me back to the counter & asking me what I ordered finally.
Then to make matters even worse, I proceeded to watch them give out numerous orders of whole chickens to people who just ordered 30 minutes into me being there, when my order was a 1/4 chicken. After about 45 minutes of waiting the lady calls me up apologizing saying my order is not ready because they have to cook some more chicken 🤔 are you kidding me ????
I am not one to complain, let alone write a review EVER. But I think it’s a little ridiculous to wait 55 minutes for a 1/4 chicken online order when they took orders in store and gave food to 30+ people, not to mention all the other people who picked up no problem 👎
Atmosphere: 1
Food: 4
Service: 1
Alicia Novick
I just left the drive thru at 11:45AM. Aug 24.. I’ve been here a few times, I’ve seen the same girl with glasses and dark hair at the drive thru this week. She has a very bad unwelcoming attitude. The food quality is ok. It’s as if she wants you to hurry up and leave. She’s very rude and should be reprimanded for her behavior. This has happened for the second time. I don’t feel comfortable eating a place that has employees that don’t care about customer service, it makes me wonder about what’s going on behind the scenes with the food that is being prepared. Having a good attitude is very important. It shows that you care about the customers and their food. I will never come to this location again. I suggest people go to Padrinos down the street.
Atmosphere: 1
Food: 3
Service: 1
Andres Eloy Delgado Torres
Today, August 23, 2025, I made a purchase for over $17. I asked for water, and they only gave me a very small cup of water. I think this is disrespectful because we customers come here to shop, not to ask for anything. Every day, the service gets worse and more expensive. How embarrassing! The atmosphere is not good, many many homeless asking for money.
Atmosphere: 1
Food: 3
Service: 2
Sharon Taylor
Was not wowed by service. Food was just okay. Was from out of town.
Atmosphere: 3
Food: 3
Service: 3
Melvin B Felton
1st time at this location and had a great experience
No free large water cups; they charge full price for the large water. Only a very tiny water cup for free.
This is the best location of Hollywood, everything is fresh, excellent service. I recommend it 100% come hereeeee!
Atmosphere: 5
Food: 5
Service: 5
Tall Spanish old white guy took my order
I came for a Veterans Day meal
I’ve used my Id to get from other places and online it says any sides
I asked for plantains and friend yuca
Online it says you can choose that
This guy came to me aggressive disagreeing with me
I’ve never had an issue with any other restaurant when asking
It was embarrassing to say the least he even shooed me away.
Also he gave me problems with my ID
Atmosphere: 1
Food: 1
Service: 1
I recently placed a mobile order through the Pollo Tropical app for the family meal (which, to be fair, was good,the food itself was great). The problem was the pickup experience, which was really disappointing.
It was pouring rain, and I went through the drive-thru to pick up my food. I let them know at the speaker that I had a mobile pickup order for Omar, and they told me to pull up to the window. After waiting in line, I get to the window, and they suddenly tell me I need to go inside to pick it up — despite the fact that it was raining heavily, and I had clearly stated it was an app order.
I asked if they could just hand me the food through the window, it was sitting right there on the shelf — but the employee refused, saying it was “corporate policy” that all mobile orders must be picked up inside. He even said I could wait in my car until the rain stopped, but that they wouldn’t hand it to me through the window under any circumstances.
This whole situation could have been avoided if they had just told me at the speaker that I needed to come inside, instead of making me wait in line just to turn me away. There was no flexibility, no courtesy, just a rigid script.
The food was good, but the service was thoughtless and frustrating. If this is really the policy, Pollo Tropical needs to communicate it more clearly and consider showing some basic empathy for customers.
Atmosphere: 2
Food: 4
Service: 1
I was very disappointed in my food at this location!
Atmosphere: 1
Food: 1
Service: 1
Absolutely horrendous service, worst service of my LIFE !!! Ordered pick up, came to the store 15 mins after pick up time and I still had to wait. Not only the food wasn’t ready when I went to counter & asked for my name, they didn’t even ask me my order or # after I gave my name & I proceeded to watch them serve 7 people before calling me back to the counter & asking me what I ordered finally.
Then to make matters even worse, I proceeded to watch them give out numerous orders of whole chickens to people who just ordered 30 minutes into me being there, when my order was a 1/4 chicken. After about 45 minutes of waiting the lady calls me up apologizing saying my order is not ready because they have to cook some more chicken 🤔 are you kidding me ????
I am not one to complain, let alone write a review EVER. But I think it’s a little ridiculous to wait 55 minutes for a 1/4 chicken online order when they took orders in store and gave food to 30+ people, not to mention all the other people who picked up no problem 👎
Atmosphere: 1
Food: 4
Service: 1
I just left the drive thru at 11:45AM. Aug 24.. I’ve been here a few times, I’ve seen the same girl with glasses and dark hair at the drive thru this week. She has a very bad unwelcoming attitude. The food quality is ok. It’s as if she wants you to hurry up and leave. She’s very rude and should be reprimanded for her behavior. This has happened for the second time. I don’t feel comfortable eating a place that has employees that don’t care about customer service, it makes me wonder about what’s going on behind the scenes with the food that is being prepared. Having a good attitude is very important. It shows that you care about the customers and their food. I will never come to this location again. I suggest people go to Padrinos down the street.
Atmosphere: 1
Food: 3
Service: 1
Today, August 23, 2025, I made a purchase for over $17. I asked for water, and they only gave me a very small cup of water. I think this is disrespectful because we customers come here to shop, not to ask for anything. Every day, the service gets worse and more expensive. How embarrassing!
The atmosphere is not good, many many homeless asking for money.
Atmosphere: 1
Food: 3
Service: 2
Was not wowed by service. Food was just okay. Was from out of town.
Atmosphere: 3
Food: 3
Service: 3
1st time at this location and had a great experience
Atmosphere: 4
Food: 4
Service: 4
Restaurantji Recommends
Manager there now today is rude and unprofessional so sad. Un organized, failed orders.
Atmosphere: 1
Food: 1
Service: 1
Best polo tropical
Atmosphere: 5
Food: 5
Service: 5
Great staff :)
Atmosphere: 5
Food: 5
Service: 5
Everything was delicious
Atmosphere: 5
Food: 5
Service: 5
Over 30 min wait for a tropi chop. Chicken bones in the floor. Ridiculous. Avoid at all cost.
Atmosphere: 1
Food: 4
Service: 1
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