Rated 3 out of 5 by Rasco Disappointing for the price
I was shocked at how understaffed the check-in desk was. There were long lines at various times of the day. My room was not ready at 3:00, which was OK since check-in is at 4:00. I was told that I would be called when the room was ready. I was not called. I was told that I would be on a certain floor, that room was not ready for me at 4:30. My friends were treated shabbily by the front desk personnel. Also, for a hotel in this price range, the amenities were on the low end side and sparse. I would not recommend this hotel to anyone who has a choice of hotels.
March 3, 2014
Rated 3 out of 5 by Stillwaiting1 Great Hotel Needs More Staff
This is a beautiful hotel with very nice and helpful staff. Unfortunately, the hotel / staff could not accommodate the number of people staying there. This resulted in long wait times to check in and out, long elevator waits and an over crowded bar. This significantly impacted what otherwise would've been a great stay.
March 6, 2014
Rated 5 out of 5 by biztravelr nice hotel
was unsure of staying here since some reviews for this westin report were not all great. glad i booked anyway!
busy check in line but gretchen was very friendly and welcoming. not necessary but was nice that she thanked us for staying there as a starwood guest and our first time there. concierge and baggage desk people also friendly and accommodating. great view of the ocean and intercoastal from the room. nice and clean.
location was convinience. the city trolley stops inside the westin driveway, and access to downtown, the boardwalk, etc. convention center next door. 3 pools.
i would stay here again. my friend came to check out the room since they have a convention later this year. he decided to stay here then as well.
March 2, 2014
Rated 5 out of 5 by MAYORtheDRIVE INCREDIBLE HOTEL AND STAFF
I HAD THE GREATEST VACATION EVER THANKS TO THE TRULY WONDERFUL STAFF AT THE WESTIN DIPLOMAT! EVERYONE FROM CHECK-IN, TO THE HOUSEKEEPING TEAM AND MOST OF ALL THANKS TO THE HARD WORKING STAFF POOLSIDE. WE SPENT THE MAJORITY OF OUR 4 DAY STAY THERE, AND EVERYONE LED BY THE POOL SUPERVISOR NATALIE AND RESTAURANT MGR. ROBERT WAS WELL TRAINED, PROFESSIONAL AND INCREDIBLY NICE!
SPECIAL THANKS TO OUR POOL SERVER ALEJANDRO AND HIS RIGHT HAND MAN SEBASTIAN WHO WERE THE ABSOLUTE BEST AT KEEPING OUR GROUP HAPPY. IRVING BEHIND THE SPLASH BAR AND NELSON WORKING SECURITY WERE FANTASTIC AS WELL. ALL THESE TRUE PROS ARE REASONS THAT I WILL GLADLY RETURN AS A SPG MEMBER. I TRAVEL ALOT AND HAVE NEVER ENJOYED SUCH A WONDERFUL STAFF. THANKS TO ALL OF THEM. THE GM SHOULD BE VERY PROUD OF THE TEAM HE HAS HIRED AND ITS SHOWS WHAT A WELL RUN PROPERTY STARWOOD IS LUCKY TO HAVE!
March 5, 2014
Rated 1 out of 5 by ArlingtonDane Rude hotel staff
Business must be very good in Hollywood, FL when the Diplomat's staff - across the board - can afford being so snoody. I upgraded from a reservation with two double beds to a suite, but now got a bed plus a pull-out. The hotel was very slow to even interest itself for how to resolve. The A/C in the suite was not working properly, so there was a gale in the main room, cooling it down to uncomfortable temperature. When accessing the pool, all 4 of us, I reached for a towel, only to have the caretaker tell me "only 2 towels per person!" I responded, "OK, then", and then started taking two for each, and even though we were right in front of the guy, he quizzed me how many we were. Very rude and conduct unbecoming a Westin. It was my 4th stay at the hotel. All 3 previous experiences were wonderful, but this one was simply unacceptable. I am SPG Platinum.
December 26, 2013
Rated 2 out of 5 by PattiB70 Wanted to love it.... but didn't
I arrived around 10:00pm Sunday, February 9. When my cab pulled up, a bellman grabbed my one back from the trunk and opened my door. Then, when I got out of the car, he handed my bag to me. No offer to assist me. No welcome to the Diplomat. Just handed me my bag. When I left the morning of Wednesday, February 12, I had to hunt down someone to help me get a cab. Again, no assistance was offered with my bag. Nothing. Both my first and last impressions were pretty horrible. The facility is beautiful. The service, not so much. On Monday, February 10, I was in meetings most of the day. I arrived back at my room at 4:30. My room had not been made up. I left at 4:45 and returned at 6:00 and, sometime during this time period, the maid serviced the room. Is Westin trying to save a penny by not having enough staff to service their rooms? And, as for my room on the 34th floor, supposedly a preferred member floor, I was woken every night by either, carts being rolled across the floor above me or maybe it was the elevator - I couldn't figure out exactly what it was that woke me several times during the night but I would not suggest that you put your preferred members there - but since I really don't think I got anything extra for my SPG loyalty, I'm not surprised that no detail has been paid to the rooms assigned. Unfortunately I have to come back for the same conference next year. I'm hoping that something improves or my vote will be to move the conference.
February 13, 2014
Rated 3 out of 5 by AB18 Disappointing Room
When I made reservations for the room, I was told it was to have an intercoastal water view. When we got there, it had a view of the buildling next door. I was told that since we were on the 9th floor, we had no view, but if we were higher we could see the intercoastal. That was not really satisfactory. I was told there were no other rooms in the hotel.
March 3, 2014
Rated 3 out of 5 by ToniCTravelAmeniti1 A Favorite Gem on a Slipery Slope
I love this property. We visited it every year for 11 years.
This property is great in location, grounds, views, etc.
Management has however great issues. The service overall is on a slippery slope. It will not be long before it will take a toll on the property as it happened with many other great properties.
A few thoughts:
Check in: Terrible. They have about 10 check in stations and only three people working but more than 20 people in line. When outside is 85 and sunny and you stay in line for 1 hour is not good.
SPG recognition: Poor. I used one of my suite night upgrades and what I got in the first place was a lousy room. However, after I requested a different suite, it was absolutely beautiful with expanding views of the ocean. When I asked one of the managers about the upgrade, he asked me in a hostile manner: "Do you want me to downgrade you?"
Towel policy: terrible and ridiculous.
Club Lounge: It was right after the new year and it was very crowded. You could not drop a pin and you could not find any food. They cut everything. Probably they save a lot of money that will help the property survive. However, the people working there are awesome. Special kudos for Mark and Carlos.
Spa: This was the first use after re-opening. It is a very nice spa, with many great touches. However, the previous spa was a destination spa, while this one is a "drive thru" spa where everything is fast and they want you out of there. Daniela did a great job with my wife's facial.
Management, keep this a great service property.
January 16, 2014
Rated 1 out of 5 by preferniceservice Billing Error and Awful Service That Ensued
Noticed billing error following our departure and 18 days later and over a half a dozen messages to Accounting and Hotel Manager and still not a single person has called my back. Dumbfounded by what could be the world's worst follow-up and service. I have been going to the Diplomat since I was a kid and have Starwood status but that shouldn't mean anything when I'm simply asking for a simple courtesy call on a billing error of a few hundred dollars.
January 18, 2014
Rated 5 out of 5 by frannygirl Beautiful property
So impressed with this property. Everything I've come to expect from a Stanwood property.
March 1, 2014
Rated 4 out of 5 by Todd43212 Great location and facilities
Great hotel. Huge. Lots of facilities, conference and ball rooms. My only gripe is the gym/spa could be bigger. With this large of a facility, I expected more exercise equipment and weights.
March 1, 2014
Rated 4 out of 5 by Stayactive26 Good but not excellent
The Westin Diplomat is a beautiful hotel in a great location in Hollywood, Florida. It is a bit of a walk into town, but the trolley stops right at the Westin and will take you down for only $1. Pools, beach and rooms are very nice, but the hotel is not quite up to par in several areas. First of all, they did not clean up the pool and beach areas at night. We would come down to the pool in the morning and there would be drinks and in one instance an entire dining table full of food and dishes, that was not taken away until after 9 am. Lots of seaweed on the beach, which was never raked. The walls to the rooms were also very thin. We could hear our next-door neighbor talking in a normal tone on his cell phone from midnight until 2 am one night. We couldn't complain, because he was talking in a normal voice in his own room. We still enjoyed our stay, but I just couldn't call the hotel anything extraordinary because of the issues I mentioned. It's too bad, because with some care it could be a really great hotel.
February 13, 2014
Rated 3 out of 5 by Susan709 Disappointed
This is the third time we have stayed this hotel. There was no separate line for SPG gold members or preferred members. The staff was not responsive to the condition of our room. They showed a uncaring attitude. Perhaps it is due to the type of clientele they normally serve. However this does not apply to us.
February 13, 2014
Rated 4 out of 5 by windy949 lovely resort with a few rough edges
Don't get me wrong, what's not to like about spending a few winter days in 80 degree weather. The Diplomat did, however, have a few rough edges that need improvement. On check in, only two associates were available at the front desk, while 6 to 8 guests were waiting in line to check in. No one wants to stand in line for 10 minutes before being able to start their weekend vacation. Once in the room, I was surprised to see that the garbage cans from the last guest had not been emptied. Also, a bit of a let down. The facilities were lovely, and the weather delightful, but some improvements need to be made.
January 14, 2014
Rated 4 out of 5 by ay26 bent over backwards for me
extremely accommodating of a request to move rooms because of noise. Dave the manager a class act. thank you
February 27, 2014
Rated 5 out of 5 by Scoobydoo Great beahcfront location
Stayed three nights following a cruise at the Westin Diplomat and loved our time there. Spent numeorus hours at the pool where the staff ws attentive and the lounge cchairs very comfortable. The food at Splash was terrific (loved the Honey Dijon chicken wrap). Visited the spa which was also great. Excellent location to visit south florida!
February 24, 2014
Rated 4 out of 5 by Chezzy1 Splash pool area food quality mediocre.
Very disappointed with the food quality and preparation in the pool area restaurant. Tuna seemed frozen and tasteless and sent it back, Chicken Ceasar Salad seemed like fast food version. Very unimpressive and would not revisit.
February 24, 2014
Rated 5 out of 5 by Draker36 Business Manager
Everything was exceptional up until our last day stay. We were on waiting list for last night stay - trip was for a conference. My administrative assistant called Westin Diplomat day 2 days before my arrival and was told there was availability for my last night stay and booked it. At the desk, on my last night I was told I DID NOT have a room, and went through a lot of hassle to get a room for the last night. Unexceptable
February 20, 2014
Rated 5 out of 5 by jechho Great hotel, excellent SPG treatment!
Loved this hotel, even though the surrounding area was only so-so (head to Ft Lauderdale or Miami if you have the chance) and the beach was pretty medioce.
We received an excellent upgrade due to being an SPG platinum member. Superb communication via email before arrival.This hotel really stands out when it comes to going the extra mile for their most loyal customers.
Room was very modern and spacious. One of the best Westins I have seen, in fact.
The lounge was lovely, one of the nicest I have been to in the SPG universe.
Room for improvement:
1. The food selection in lounge was limited. In the afternoon some people were really stocking up, and with not a lot of refill, they would be empty long before the annouced serving time. Very annoying.
2. The lounge guy was cold and seemed like he hated his work. Smile, buddy.
3. Did have some noise issues related to people (and housekeeping) coming and going and slamming their doors. A really great hotel would install dampeners on the doors.
November 10, 2011
Rated 1 out of 5 by mike Westin does not honor one of its own guarantees!
"Best Rates Guaranteed" Thats what I read when I prepaiad for my stay on the Westin's website for my stay at Westin Diplomat. When I informed the staff at the front desk at check in of the lower posted rates (more than $60 less per night) they told me that I must call some phone number (a westin number not specific to the diplomat.) Then the people at that number told me to call a different number regarding this claim. Unfortunately, I was informed that if I click the words "Best Rates Guaranteed" I would see the terms of the guarantee which I did not qualify for as I prepaid and 24 hours have passed. Firstly, "Best Rates Guaranteed" should simply mean that you are getting the guaranteed best rate for the dates that you are staying if they should change. If this is not the specific case, then there should be a footnote with a legend explaining all the terms. I was supposed to click on those words to see the terms, but there was no indication to click on it. Imagine this being a more important contract, certainly those terms would not be binding. I doubt this was a conscious error, probably a mistake by the person making the website. But, it seems like they don't really care. Secondly, the Westin Diplomat made a pathetic attempt to rectify the situation and meet me approximately half way on the rate difference as if I am supposed to be satisfied with that. As I was on vacation, I didn't want to make a huge scene about them flat out stealing my money. Anyway, as I know it is customary for some managers to respond to negative reviews with words such as I'm sorry you had a bad experience etc. save those lame words for others and I expect to be reimbursed. Go to the website yourself and look at the "Best Rates Gauranteed" slogan and ask yourself, "Should I expect a customer to assume this means that best rates are not FULLY guaranteed and that they should click on those wordsif there are terms eventhough there is no indication to click on them?
SHAME on Westin and SHAME on the Diplomat not correcting this error!
April 28, 2013
Rated 3 out of 5 by JimWilbur Westin Diplomat
I'm an SPG member, and have been for some time. I was recognized upon check in, but seem to never get a great room and/or upgrade. For example, when I made the reservation I requested an ocean view, I ended up on the other side of the hotel over the street. The TV didn't work, and needed four different maintenance guys to finally figure it out, that it wasn't the remote, the cables, the satellite, and it was just going bad and needed to be replaced. The bathroom door was off the hinge, and there was significant amount of dust and debris around the air vents. Personnel however were friendly and tried to accommodate. Door people were excellent!
February 3, 2014
Rated 5 out of 5 by quique Top Hotel
This is one in my list to come back to
February 21, 2014
Rated 4 out of 5 by Patti1957 Shed a little light on me
Probably the worst lit hotel I have EVER stayed at. EVER. Do you call that 23rd Century-looking light strip on the working desk a light....or a nightlight? I couldn't believe my eyes....LITERALLY. That thing gave off less than 9w of light and who can work underneath THAT? Truly awful and needs an upgrade. Unfortunately, the light by the bed wasn't an adequate solution, either, as that was dim because of those govt-mandated corkscrew bulbs. At least increase the wattage there. At the very least install a ceiling light.
I had two small (less than 9x14") boxes sent ahead of my stay and was aghast that this Westin's business center charged me $5.00 PER BOX to retrieve them upon my arrival. Congratulations on being the FIRST (perhaps only) business hotel to charge me for sending meeting materials ahead of arrival. The airlines are nickel-and-diming us business travelers, et tu Westin Diplomat?
For the $300+/night stay, I was absolutely underwhelmed.
January 29, 2014
Rated 2 out of 5 by S2014 Very Disapointed
Two nights out of 3, I had no hot water. There was a piece of garbage in my shower when I checked in and the clock and bedside phone were not working. I requested a call from the hotel manager, but didn’t get one. Common areas are very nice, but the room was a bit shabby and didn’t feel clean.
February 17, 2014
Rated 5 out of 5 by ToniCTravelAmeniti1 The Preferred Westin In USA
For the last 10 years my family visited this property every year. It is the favourite Westin for my kids.
Even though it is a huge property and always busy with business conferences, it is also an awesome spot for familes.
Lobby: Impressive, Expanding
Service: Great, People friendly
Food; Good Overall
Pool area: Awesome.
Location: Best in the area
Westin Club: Good
Some space for improvemennt:
Rooms: need some improvement
Spg Recognition: not always great
This property is a dream, We always come back with great expectation. One of the best properties overall in South Florida.
August 18, 2012
Rated 1 out of 5 by PlatinumforLife1994 Watch your Bill
Overcharged on valet... only stayed 2 nights and was charged for 3. Impossible to get credit. Had to clear that through the valet (understandable) Valet said I needed to fax a copy of the bill to valet. Faxed with no response. Service what you sell. Why is it my responsibility to fix their error? How about they just call the office to confirm I stayed 2 days??
Worst yet.. the Diplomat Hotel also has a very bad habit of overcharging guest. Second time I've stayed here out of 6 that they have overcharge my folio. I was charged a "Family Fee" for $80 and promised $100 credit on charges to the hotel. Never got the credit so basically got billed twice. Try getting a hold of accounting...good luck. Phoned 3 times with 1 babbling returned call. Nearly 2 months later and no credit!! Their back office would be much more efficient if they didn't overcharge a large percentage of their guest. Ironically, the gentleman ahead of me was trying to correct his bill when I was checking in. Another reason why the check in line takes forever. I wouldn't recommend this place, but if you like to be processed like meat, spend your precious time to write scathing reviews, have the feeling that the place is too busy to provide you basic service, and then be overcharged... this place is for you - Screwed over Starwood Preferred Guest Lifetime Platinum Member (that pretty much means I would typically recommend any Starwood Hotel)
May 13, 2013
Rated 4 out of 5 by jccal Gorgeous hotel-less than gorgeous service
The place is beautiful. I had two less than satisfactory experiences . The valet parking service is awful . First wait was 30 min. The next morning i waited 25 min and they could not find my car keys. They had to drive me to my appointment. When I came back they were making a duplicate key as they lost mine!
When I went to the desk, the manager said he felt terrible about this, and an earlier experience and would get back to me. He never did. The next day, I went to another manager who finally handled it.
The pieces need to fit together much more effectively. Responsiveness is not a strong suit. And DO NOT valet park your car!
February 2, 2014
Rated 4 out of 5 by frustratedtraveler79 Issues with Staff
The hotel is beautiful and rooms are well appointed. However when I arrived my safe was not operational saying its battery was low. I called the front desk and told them about this. They sent up security about 15 minutes later. Upon them arriving he said your batter y is low and we can’t change that, a different department is needed for that. Over 30 minutes later a very nice gentleman shows up to change the batteries and advises that now security need to come back to reprogram the safe. A little while later the first gentleman from security shows up and spent 10 minutes attempting to reprogram the safe before calling for help because he couldn’t successfully complete the task. The whole process took over an hour in which I was stuck in my room because I had items that needed to be locked up.
My second issue was my room was not cleaned on the first day.
My third issue is I left an item in my room. I called the hotel to inquire if it had been found. They transferred me to security again. I left my phone number with a security guard who said he would check with housekeeping as well send a guard to my room to check for the item an call me back. I have not been called back and it has been over 16 hours.
The hotel is beautiful, but the staff as proven to be less than competent.
January 30, 2014
Rated 3 out of 5 by SPG111 Unusual Experience
Visited this property in 2012 with the family and loved it. Came back here again in 2013 and is has been a disappointment after disappointment. Honestly, I wish I can say otherwise, but the staff needs to appreciate customers especially their Platinum members. Anyhow, we'll be going back to the W Fort Lauderdale for our beach holiday next year where we spent several pleasant stays in the past.
December 7, 2013
Rated 1 out of 5 by Calamari Eleven things to consider at the Westin Diplomat
This property may have four stars for its beach location and outstanding pool. However this poor rating is based on these events in order of occurrence during a three night stay:
1- Some in our group were able to check in while others were sent away to the convention center depending upon who you spoke to at the front desk.
2- I ordered a calamari appetizer to find it was mostly bread crumbs and fried lemon slices. The fried lemon seemed to be left-over dregs. The food at the Rivals Waterfront Sports Grille was terrible and the service was hostile, the first thing the waitress said was the table required five or more people (we had eight).
3- Housekeeping left a voice mail message saying they will not be servicing my room because of the "do not disturb sign." I had no such sign on my door, and when I returned the call the person did not speak English, and hung up.
4- The water in the spa was so dirty you could not see the bottom because of the scum.
5- The concierge was absent, so I used the house phone to call the operator. The house phone rang directly to the concierge desk, that was unmanned. This shows poor management. With the hotel fully booked, why is there only one person answering the phone?
6- We asked the concierge the common question about local dining. She told us we must take a $10 cab, and made no mention of the $1 trolley that stops at the hotel.
7- I asked three different fellows in white uniforms at the front entry drop-off for help hailing a cab. Each one pointed to the guy with a hat. The guy with the hat was a guest at the hotel. Other guests were also frustrated by the confusion here.
8- The omelette chef is amazing, cooking three custom orders simultaneously with impressive skill. It is a mystery why he has no help and must switch out fuel cartridges while a long line of guests wait for food. This is a management decision.
9- On our last day we went to the beach and were prohibited re-entry into our room at 9 AM by the housekeeping staff, even though our keys opened the door. She showed us an "app" on her phone that says we checked out. We had to get the front desk to verify we paid for this room and had not checked out. This is a systematic error indicating bad software or bad management.
10- I was overcharged for internet services. Although the front desk corrected it right away, it is a reasonable expectation to be billed correctly.
11- I left behind an item, due to the confusion with housekeeping (8 above). A call to the front desk connected me again to a non-English hang-up. I reached the lost and found who promised to call back, after several days I have no such call.
Most of these problems can be fixed with proper management but other issues deserve careful consideration by potential guests.
January 5, 2014