Rated 5 out of 5 by Peter27 Wonder stay despite the weather
Great family vacation at this Westin despite the weather.
The pools were great! The water was warm and we all had fun despite the weather. We did read the reviews about the expensive prices for food and drink. This is true but you could get all you want within walking distance and we had a fridge in the room.
Also, the beach was wonderful. We had two days of sun and even played in the surf during overcast days.
The room was wonderful. Totally recommend a suite for a family of four.
The staff was extremely friendly.
We all hope to go back.
December 3, 2013
Rated 2 out of 5 by Greg Hotel is understaffed and degrading
Have stayed at this facility once a year with up to 23 others for our annual tennis tourament. This year the hotel shut down the remote hotel, had moved the spa, got rid of newspapers to SPG members, disturbed me at 0800 to cleam my room, had no towels ready for our group of 24 on the tennis courts, no water for us that we had pre paid for, no promised 6 courts initially on the final Saturday, Spa had no cable TV or magazines to read, and to top it off, no one of our guys could get any hot water for any of the rooms shower Saturday Night after 6 hours of tennis and before our awards dinner in the hotel large restaurent meeting room
February 18, 2013
Rated 4 out of 5 by Becky2014 The beach
I think it is horrible that guests of the hotel have to pay for chairs on the beach. First, there should be a sign on the beach stating that fact up front and listing the prices of the eqiupment. Second, it is disgusting that resort of this caliber does not offer its guests free chairs on the beach. I happen to be traveling alone but had I been traveling with my family, we would have to pay an additional $60 a day just for chairs, a huge percent increase over the cost of te hotel.
February 3, 2014
Rated 4 out of 5 by AAD1234 First Impressions
The property is beautiful, however when we were going to our room the first night there were Room Service carts in the hallway which we had weave through to get to our room. The room itself was nice however it had a leak in the shower which was not fixable during our stay. We were moved to another room however it was not comparable to our first room so we moved back and just put towels around the shower. Unfortunately the worst part was my daughter bought a picture for rememberance and when we were leaving it was no longer in the room to take home. Not sure if it was thrown out or what happen.
January 26, 2014
Rated 5 out of 5 by Abe24 Love this hotel but.....
This is a great hotel! Really enjoyed! But there was some type of leak in my room and there was no balcony but then they switched my room because of the leak and I got a better room with balcony. Was a pain to switch rooms after I unpacked and got settled but was worth it. Overall nice hotel. I just had a individual incident.
January 12, 2014
Rated 2 out of 5 by Keegan12 This hotel needs new management
We booked 3 ocean front deluxe rooms 2 months in advance, not only were the rooms not ready until 6pm they only had double bed rooms! We prepaid as well which was big mistake, the icing on the cake was terrible front desk management, dirty pool area and poor customer service experienc. I fact I had to walk outside to see if there was a "Days Inn" sign out front because it certainly was worst Westin experience we've have had. Needs new management and transformation for sure!
January 6, 2014
Rated 3 out of 5 by Cheryl30 Staff need some work
This is a gorgeous hotel, but a few of the staff made my stay unenjoyable. Upon arriving I was told I would be given a room with 2 double beds rather than a queen or king as I would have preferred. I booked the room in advance and was given no alternative options nor an apology. The room worked out fine, but it would have been nice for the front desk staffer to have recognized that this was not my ideal room and to show some care for my needs. The front desk staff member upon leaving was even worse. I tried to make one phone call and followed the phone instructions in my room which advised me to hit 9-0- then the #. After trying this a few times and continually getting an operator rather than the company I was trying to reach I tried dialing without hitting the 0. This worked. I explained what happened to the front desk agent when I was checking out and she looked at me as if I was trying to pull a fast one over on her. She advised that I had made 4 phone calls and was billed appropriately. When I insisted this was only because the phone instructions in the room were incorrect and that I only intended to make the one phone call she agreed to waive 2 of the charges. I still ended up paying for an extra phone call and was never introduced to a manager to share my frustrations and to see if the instructions would be changed for future travelers. This front desk agent angered me at the end of the stay and over a measly $5 difference. Both front desk agents had lack of empathy for the guests and left me not wanting to return to this hotel in the future.
January 15, 2014
Rated 3 out of 5 by kareng Our recent stay in ft lauderdale at the diplomat
I went to this hotel for some relaxation time with my husband. We experienced anything but. Everything is a hustle. The hotel staff indicate people cannot reserve cots at the pool and they do. There is supposed to be an adults only section at the pool and this is not reinforced. We left a message for the hotel manager to change rooms and she never returned our call. If you want a lounge at beach there is an additional charge. Would not stay here again .Too crowded and too frenzied.without attention to service.
January 1, 2014
Rated 5 out of 5 by Nikita still one of the best!
I stayed at 300+ different 5star hotels around the world, but Westin Diplomat is my favorite! I discovered it 8 years ago and since then I stayed in it many times. And never been disappointed. SPG lounge is just the best I ever seen. Huge, with great views and service, well- decorated.
Rooms are beautiful.SPG recognition perfect. Hotel building and resort design with 2 levels pool is astounding. Yes, sometimes there are some small troubles like 40-min waiting for check-in or luggage or valet, or noisy neighbors, but I agree to close my eyes for many to have pleasure to stay there. Use selfparking - its just $20/day (take card key at reception), and no need to pay and wait for valet.
Thank you to all the team of this wonderful resort for consistently high level of service! I'll be back with first opportunity for sure!
July 15, 2012
Rated 1 out of 5 by JRS4 What a disappointment
We stayed at this hotel for a family function.The property is visually attractive and the room was nice. However we were stunned that things that come standard at other properties were all at a fee. Sitting on the beach, wifi complimentary coffee or water that was openly displayed and not in the honor bar were all at a cost. We were charged over $7.00 for 2 cups of coffee and bottled water that was openly displayed without a price tag. At this point it is insulting to the customer who is all ready paying for a premium hotel experience to have to pay for simple, inexpensive items that are truly complimentary at value chains. There is a lot of competition in the Florida resort industry and the Westin should rethink their policies.
October 29, 2013
Rated 1 out of 5 by Pebblestm The Worst Hotel I have ever stayed in.
At first glance the hotel is impressive. But after waiting over 35 minutes to check in, it went down hill quickly. We arrived in our room, went to lie down and relax and there is was....stains on the sheets. Then we relized the toilet handle was broken and did not flush. We called the front desk and they were not overly apologetic. Told us we had to go back down to the lobby to change our room "to a comperable" room. Unacceptable. They finally changed our room to a beach view room. Sounds great but once inside the sheets and throw pillow had makeup stains, the sliding doors to the bathtub were off the track and the tv wasn't working. After moving the furniture we realized the tv and other items were unplugged. The next morning we realized the refrigerator was broken and the food we placed inside spoiled. We couldn't wait to leave. Now we need a vacation from our vacation.
June 17, 2013
Rated 1 out of 5 by NoHonor Bad Experience
My stay was fabulous until today, I was charged $7.63 for an item from the honor bar, which I did not do. I feel like you are treating me as a liar, which I don't appreciate. I don't use honor bars, never have, and now I am being accused of using something I did not. I am extremely upset about this even if it is only $7.63. It is the principal..If I had taken something from the bar I would gladly pay for it, but for you to say I did and just charge me for it is inexcuseable. How do you know the housekeeping department didn't take it and hit me with the charge. I am really upset about this and my recommendation would be to remove all honor bars from rooms as it is certainly not an honor to be treated in such a manner.
September 24, 2013
Rated 5 out of 5 by Karla19 Excellent location and service for business meeting
great location and amenities for a business meeting; customer service staff are exceptionally focused and detail oriented; well done.
February 3, 2014
Rated 3 out of 5 by tomymac this hotel is good for business
Not a good hotel for tranquil time and quiet.
February 3, 2014
Rated 3 out of 5 by HomerJ Not quite what i expected....
Many people praise this hotel if they are PLAT as they have allot of suites so your chances of an upgrade are excellent, on that front it was fine we received a corner suite.
What I didn't like about the hotel was the location and a maintenance issue that took 2 days to resolve itself.
The location problem is that it is located in what I can only describe as a condo jungle.
Its nothing but huge condo buildings and not much else. Not even restaurants or a place to go for a walk. So if you want to go eat you have to drive, and usually 10+ minutes to find half decent places on US1.
Also, these huge buildings blocked out allot of the sun for a good portion of the day.
If you happen to get the north building you will hear not the waves crashing below but the incredibly loud a/c unit of the building next door.
Plus beach access is out through the South building so its a hike just to get to the pool. Also if there is an event (wedding in our case) you are prevented from direct access to the beach due to the ceremony area being dead centre to the beach access.
Finally the breakfast in the lounge is fine but the hors d'oevres in the evening aren't much, and its like feeding time at the zoo, at 5:30 PM when it opens.
Get there say at 6:30, its very picked over and the staff told us they wont replenish it.
Finally there is a flaw in the controllers (thermostat) for the a/c units.
We had an issue with our unit only allowed to be in the AUTO setting, putting the fan to low or high just didn't work.
So all night the a/c went off and on as the room reached temp, thus the room temp and activation occurred through out the night, meaning a lousy nights sleep.
I called the front desk, they said maintenance would fix the issue.
Back to the room at night and the problem seemed fixed.
Accept as soon as we turned the temp down at night it happened again (we didn't discover this until about 2:30 AM).
So I called to speak to someone in service and they then talked to someone in maintenance, they told us that when they fixed the unit the first night he should have told us that it wasn't totally fixed, that when you changes the temp settings you needed to reset all other settings as well.
A note explaining this would have prevented a second lousy night sleep.
With this knowledge in hand we slept well on the third night.
Upon check out I mentioned this to the CSA and the only response was we will have maintenance look at it again.
Anyways my expectations for Cat 5 hotel were not met.
The room was very nice, but if you go as a PLAT insist on the South building as you may be able to hear the waves there.
November 1, 2011
Rated 5 out of 5 by catnipcharlie Stunning Property
The Westin team turned a rushed single night stay into a magical escape. Chris recognized our gold status and graciously upgraded our weary pair to an ocean view suite. Wow, what an upgrade! I could scale back and live in the space this suite afforded. Ideal seperate living area with full wrap balcony took every advantage of the panoramic view, the soothing sound of waves and the continual ocean breeze. Truly heaven with an amazing bedroom, walk in closet, and bathroom to match. Valet was impeccable as was the service and food at our late night dinner from the bar. We never even made it to the beach... this hotel brings the beach to you. Thanks for a spectacular 16 hours.
January 14, 2014
Rated 1 out of 5 by GoldDoctor Noisy Room
This room (2164) is adjacent to the elevators. You can hear the elevators going up and down the shaft and this disrupts sleep.
NEVER, EVER AGAIN WILL I STAY AT THE WESTIN, ANYWHERE.
March 1, 2013
Rated 4 out of 5 by Brickster Beware of the hotel's housekeeping policy
It used to be that in a 5-star hotel, the housekeeping staff would be alert as to when guests left their room for several hours, and would see to it that the room was made up before the guests returned. That is not the case at the Westin Diplomat. It seems that guests are expected to call housekeeping management to arrange a time to clean the room. During our stay, we left the room at 8:30am on a Sunday for a day's outing in Everglades National Park. We returned at 3:30pm in need of showers and down time, only to find the room still not attended to. The housekeepers on the floor refused to help us, and it took two calls to management to get a housekeeper sent up. The experience was a real downer in an otherwise pleasant stay.
January 21, 2014
Rated 1 out of 5 by DANNY1 DROP IN SERVICE
Wow! I went to this hotel for many years and always had a great time and loved the service. I went this time and the service dropped. I am a gold member with SPG and it does not make any difference with this hotel. They told me that there are no upgrades and when I called SPG they told me they are plenty. They are don't give pool towels on the lower pool level and they only give 2 towels per person on the top pool . They don't smile when you come in, and if you are a gold with SPG they will not give you the club level or breakfast in the morning. I have been to many hotels and never seen such a drop in service like this hotel. Warning you can do alot better in other hotels for your money. Stay away if you like good service.
January 24, 2013
Rated 5 out of 5 by Mez3 This hotel has great features,locations and views.
I was very impress with this hotels the amenities, staff,location and night view of the city on Miami was very impressive.
January 2, 2014
Rated 1 out of 5 by Shogan Horrible, noisey room
Room was really, really, really noisy, temp control didn't work, had a terrible bathroom with no bath, no towel rails and a teeny, tiny sink area. It had a view of a concrete wall about 4 feet from window, had random ugliness like an ironing board just propped up against the wall beside the bed, broken wardrobe door and was expremely impractal in many other ways becase it was designed for a wheelchair bound person which is not practical for someone who needs a wardrobe bar higher than 3ft from the floor or prefers to stand in the shower and finds a seat in the middle annoying. It was horrible but I was too busy to pack up all my stuff and move rooms (assuming they would have offered that). I'm just amazed they have the gall to charge full rates for such a terrible room.
February 7, 2013
Rated 5 out of 5 by Gene Wow - fantastic 'property'
From the moment we checked-in to the moment we checked-out - - the service was fantastic. I was checked-in and -out by the same male desk agent (who was EXCELLENT) The Lobby is beautiful and the pool-area was outstanding - - just off the Ocean beach. I can understand why you need to wear a 'wrist-band' to get into the pool/beach area because of the number of condos in the area that would want to use the Hotel's excellent facilities. I would not hesitate one second in booking a return 'stay' at this resort.
July 6, 2013
Rated 4 out of 5 by bdnng63 only 1 complaint
this hotel is beautiful. location is outstanding. our room wasn't ready by check in so they put us in an oceanfront room. view was spectacular. the ONLY complaint was with the concierge. she was no help at all. i had to ask her specific questions about things to do in the area, then stand there until she reluctantly gave me a few brochures, one that specified to inquirew about coupon from hotel. no coupon offered. big deal? no, just the principal. Asked about rentals on the beach, and she told me they were on the beach somewhere but she doesn't go out there much? huh?! figured it out for myself, but,hello, isn't that your job?! where do i apply?
May 15, 2013
Rated 1 out of 5 by Gio208 Terrible. Not even a 3 star
Terrible service. For over $500 a night, small rooms, no upgrade for a gold member, no late checkout granted, no beach chairs or umbrellas included. They disable your room key at 10 am when checkout is 12pm.
January 27, 2014
Rated 2 out of 5 by EGomez Need Improvements
The hotel room need improvements. The toilets do not operate and multiple members of my team had a similar experience. Felt I was rush, every time I sat down to eat. I would not personally return as a guest.
January 27, 2014
Rated 2 out of 5 by mtraininjax Great location, staff need help
I spent 3 nights and 4 days here and this is a great location, but the people need help to give guests a stay that rivals other resort quality destinations in the area. Staff forgetting to fill wine buckets with ice, staff who do not know their bar selections, staff who are unable to do what they say they are going to do, it all gets tired after awhile. Westin should take all the people opening doors and shuttling cars and put them to work IN the resort to take care of people's needs IN the resort. This should be done when there is a line of people checking in at 4 pm, and only 3 staff at the check-in. Also, show the pictures of the resort, as it is now, under construction as you cannot see the ocean from the lobby due to the construction. Disappointed with the service at the Diplomat Hotel!
November 17, 2011
Rated 1 out of 5 by Laurie29 Disappointed customer
The hotel was more focused on the Orange Bowl guests than Platinum guests. Had to wait 3 hours to check in. So disappointing. Tried to use Suite Awards and received an email the day before saying that they couldn't accommodate my request. Too late to cancel and find a different hotel. Also then gave up all of the Awards for the year. When I stay in an SPG hotel over 100 nights a year I expect to receive a better room and check in when I arrive. Especially when paying premium rates.
January 6, 2013
Rated 3 out of 5 by Raqattack Not your usually stay at diplomat
Have to say this was not a great experience. Had a half way decent stay. Had two different rooms very loud and barely slept while I was there. I will not be staying there again during this time of year. Not your normal clients
December 24, 2013
Rated 4 out of 5 by tmills91 Very big but also very good.
This property is massive but offers a good value compared to W and St. Regis. With that said this is a conference hotel and has the feeling of always being crowded. Food at hotel was pretty good but for vacationers be aware that you're not walking to another restaurant. Everything is a drive and traffic is pretty bad. Obviously that's not the hotels fault but if you're coming w the family be prepared. Beach is calm during low tide but during high tide don't expect much...maybe 10 to 15 feet tops.
December 8, 2013
Rated 1 out of 5 by Donna Bad stay
I wouldn't stay here again if you paid me. There were very few things that were right with our stay. Room service had to go back. Lunch at the ocean front had to go back. Blood stains on the sheets. Every pillow case was soiled and gross. The TV went out. The internet went went out. The robe they sent us was completely frayed. One day we'd have bath gel and the next day the maid took it away. That happened 3 times.
The manager Don was made aware of all of this, but it kept happening.
Lots of the food is prepared for each shift, if you happen to come and eat at the end of that shift. You get food that was prepared a long time ago. That's what happened with a chicken quesidilla. I asked for a BLT with fresh bacon and they told me NO CAN DO.
January 13, 2012