Like all other pollo tropical establishments, this one also has poorly trained staff. No matter how many times i placed an order with them, not even one order was fulfilled completely. When you ask them to verify if the order is complete they just say yes and again half the order is missing. Zero quality control, zero staff supervision, zero training. Its just a pathetic establishment. I have no idea how this business is still open when the staff is this bad.
ALWAYS an issue here. There never have chimchurri for their churrasco. One time they forgot my sauces that I repeatedly requested. The other time they had a long wait for chicken. This time the drive through system wasn't working so we had to order inside. 4 people inside arguing because their order was wrong. They are out of churrasco and wait is 20 minutes for chicken on the grill. It's always something and it seems like the staff is a bunch of young kids who can really care less. It really stinks that this is the only one in Lake Nona
This location used to be good, not anymore. Placed an order online for a family combo and when picked up the order it was missing a ton of items, chicken was missing a leg, missing all the sauces, missing the plantains, and missing side items ordered. Called customer support and of course, they don’t pick up the phone. Will never again visit this location.
Food was decent flavor, chicken a little dry. Customer service was amazing! Young man on the register was extremely helpful and polite (didn't catch his name unfortunately, 12:52 04/07). Would repeat.
Great food presentation and great customer service. I was a little confused about something on the menu as this is only my second time and asked the nice young lady at the drive thru if she could clarify and the manager Mimi got on the order and clarified everything I had questions on and gave me some great recommendations. She recommended the "cuatro leches" Pollo Tropical's version of a tres leches, which was amazing and she recommended a grill master trio for my husband that had a steak that was cooked very well and was nice and juicy. She also recommended a half chicken platter dinner special for myself and the chicken was delicious. The customer service skills I received today have surpassed any customer service I have received at other restaurants. If Pollo Tropical has all of their managers trained like her I can see why this is a Florida kept secret. Highly recommend this location. The nice lady at the drive thru was quick and I had my food by the time I paid. My order was 100% right and they threw in a few of their special sauces, the cilantro sauce and it really topped my meal off. Thank you for making an old lady's first trip out of the house without my husband ordering for me easy. I will be back weekly from now on.
This has been my go-to favorite place to eat when I'm off work, the manager Mimi has been extremely professional and gregarious towards me and has gone above what she needed to, or expected to just to make me happy- even knowing my order by heart. I'm glad being a patron at this particular location. I highly recommend the tostones too.
Jozy and Mimi have proven to be exceptional management for this store! My order was prompt and the service was spectacular. I will coming back to visit this location more often!
Please try to go somewhere else for chicken and rice. This place is horrible. Service is the worst on Orlando. Drive thru is always a surprise. Sometimes working other not. Team lacks motivation and desire to work. Consider Matts BBq up by Semoran. Trust me you wont go wrong. They also deliver through all the delivery apps.
I stopped for a bite with my mom at the last minute thing and they have kids under 20 years old working there. No instructions or coaching from the manager. They were talking over the food without a mask. They all had masks on but wearing over their chin " a joke right " and they were wearing gloves but they were touching the money and everything else before they touched my food. One of them touched my yuca directly with his dirty gloves. I make him change gloves and serve me a new one. After that he used a food grabber.This just turned into a fast food franchise and not the longer Spanish version of food. By the way food was Awful ?.
Great desserts, steak and sausage! Chicken is good when done right. Chicken is hit or miss, some days great flavor and some days bland. Chicken depends on the marinades 100%. Plantains always good!