Thank you, Wendy!
Reviewed 30 July, 2021
Had a short trip planned for my sons 12th birthday coming to Fort Lauderdale from Pittsburgh. Our flight was cancelled last minute and pushed back 2 days. My son was devastated as we were going to have to cancel the entire trip. Wendy was the best and worked with our party of 9 to push our hotel dates back! Now we can still have 4 days together, and after this year, that means the world to us. She was so kind and helpful. I cannot thank her enough!!!
Will you get hot water? Maybe!
Reviewed 29 July, 2021
I chose this hotel for a bachelorette party and feel like I can't ever apologize enough to the attendees.
This is so clearly a case of a hotel being understaffed but ownership/management insisting on running at full occupancy, guest experience be damned.
- Rooms were not ready at check in - poor communication on when rooms were ready and long lines to get keys once the room was finally available.
- The first room we were given had not been cleaned: unmade bed and open toiletries on the bathroom counter. It took 15-20 minutes of negotiation to get a new room.
- Dirty, dirty, dirty. Sand in hallways and elevators, full trash bins, stained seating and wet bathroom floors.
- The pool was disgusting. Cloudy water with clumps of hair floating around and a sheen of oil on the surface that got worse as the weekend went by. Broken umbrellas and not nearly enough of them to provide adequate shade. Getting a seat under the shade was like something out of the Hunger Games.
- Long waits and unpredictable hours for the deli/coffee market
The only thing I can't excuse due to understaffing is the hot water situation. It was a total crapshoot if we would get anything above lukewarm in the shower or sink - during our stay I took one cold shower, two lukewarm, and one hot. Had an engineer come to the room and explain that you have to have the handle at the exact right spot which kind of worked? But not really.
Maybe the secret to consistent hot water is to answer three riddles at dawn or something, I don't know.
What was good?
- The F&B and most front desk staff. They were in a terrible spot - it's not their fault that the hotel is understaffed and were clearly doing their best given the bad circumstances. They were welcoming and friendly.
- The beds are comfortable
- The AC worked really well
- They had NA beer at the pool bar which I very much appreciated as a sober person
- The beach was really pretty
- Convenient location
Do not book this hotel it is a disappointment !
Reviewed 24 July, 2021
Booked to surprise my small granddaughter for her birthday and it was such a fiasco we ended up checking out earlier and losing the extra day's stay ! Even she kept asking if we could go back home (sad). The hotel card needed to go into the parking lot never worked and neither did the Hilton app on the iPhone. Elevators took forever and always full. There were no visible signs to direct you anywhere in the hotel and it took a while to find out you had to go out of the hotel and to another building to access the small pool through an even smaller elevator. We did not use the pool because it was small, packed and no social distancing exposing small children who are unvaccinated to Covid. The walkway to the beach was closed making going to the beach a hassle. Inside the hotel the carpeting was old and not very inviting. The rooms (eventhough we had requested an upgrade we did not get) were very small. The balcony size is a joke and looked very dangerous. We were 2 average size adults with a 7 year old child. The beds are full size and we could not comfortably sleep without bumping on an elbow or a leg. There is nowhere you can set a laptop or even sit on a chair. There was a small table but no chairs. Since we could not sleep comfortably throughout the night we could not even wait for daylight sitting on a chair (there were none), we checked out immediately the following day and vowed never to do Hilton again (other bad Hilton experiences). Do not book your stay here !!
I will only stay here when I come back to Fort Lauderdale
Reviewed 23 July, 2021
My 14 year old daughter came down for a mother daughter weekend. The entire staff that we encountered was amazing! The hotel was clean and the only “issue” I had was that our room didn’t get cleaned one day and they had that issue removed within an hour. I would specifically like to call out these employees for going above and beyond.
Ashanti, Amanda- front desk
Alyssa, Lewis. Jacob, Joseph- Valet services
Kareen, Brayshawn, Caleb-luggage services
We will definitely come back to this hotel. Our room was an ocean front and the view was spectacular! 5/5
Tried to Ruin Our Bachelorette Weekend
Reviewed 22 July, 2021
If we could give this hotel negative stars I would. My friends and I booked four hotel rooms at this establishment for a bachelorette week. The hotel rooms were decent at best. A lot of the furniture was covered in dust, and the white towels/comforters were dingy, and some had small stains, but the biggest problem was our rooms didn't have hot water. When we brought this issue to the hotel manager, he said the hotel was unaware of the issue. He apologized and said he could put in a request to have a technician out to fix it in the morning. Many of us prefer to shower before bed, especially after being out all night, so this option was not ideal. As all 8 of us black women (I pray this didn't play a role in how fairly we were treated) were expressing our grievances, a few other patrons who were walking by asked if we happened to be staying on the first floor of the hotel on the other side of the street. We let them know we were, to which they replied, "Oh yeah, we were placed there yesterday, but there wasn't any hot water, so they transferred us to the main hotel." The guilty-looking manager immediately started apologizing and saying he would move us too if he could, but the hotel was fully booked, and his hands were tied. So then he gave us two options, he would take $75 off of each room and give us fresh towels, or he could cancel our reservation free of charge, which would free us up to find other accommodations. Option 1 didn't fix our hot water issue, so option 2 it was. We moved 8 women across town at 2 A.M. to the Ft. Lauderdale Doubletree GalleryOne. Whose AMAZING manager accommodated us in the middle of the night, upgraded us to waterfront suites, matching the price of this horrible establishment. Whose manager LIED, and never canceled the hotel reservations, so they could charge my friends credit card $2000, which the head manager refuses to refund because she says the night manager didn't have the authorization to make the offer. Then she proceeded to THREATEN my friend THE BRIDE to sue her and to use the pictures she took of the "used" rooms if my friend tried to file a complaint or dispute the charges. Well, the manager threaten away!!! How dare you rent rooms without hot water, not offer any sort of customer service to rectify the situation, and then try to threaten a group of, once again BLACK WOMEN, when they try to get you to do the right thing. Hilton Brands is this how you operate now? Somebody needs to fix this ASAP!