Rated 2 out of 5 by absolut2323 Unhappy Service all around
We recently stayed at the Westin Diplomat for 2 nights. This was our first time at this property and had heard lots of good things, so we were really excited to stay there. However, upon arriving we didn't have the platinum service we have come to know and expect from Starwood. On two occasions we went to the lounge only to find that they had run out of the food and were extremly under staffed for the amount of guests in there. Also, one afternoon when we went in the lounge we woke a housekeeper up, who was napping on the couch. Also we had a bad experenice with the spa staff, as they informed us we needed to go across the street to catch a shuttle to the spa. We waited and waited and would have missed our appointment if my husband did not run back and check with the conceirge on where the shuttle stops. Lucky for us, we had a car, otherwise the hotel staff informed us we would of had to take a taxi and pay for it ourselves, even though we were misinformed. And lastly we had a terrible experience at the hotel breakfast cafe. We arrived and were told it would be about a 20 minute wait (which we had no problem waiting for. The breakfast came highly recommended from a friend). Once we got sat it took forever for the server to come over and when we finally got to the buffet line we had another 20- 25 minute wait just to get to the food, they were so backed up. We weren't sure what the hold up could be until we arrived at the made-to-order station, which was woefully understaffed with one cook scrambling to make waffles, eggs, and omeletes for as many guests as he could, as quickly as he could. Unfortunately for him, he didn't stand a chance of adequately fulfilling the impatient line's orders. Once we got back to the table we had to still ask for our drinks, because our server forgot one of them and also never offered refills. Not the service you expect for a sixty dollar breakfast.
We are platinum starwood members, as well as timeshare owners, so it should be obvious that we are very brand-loyal and love staying at your many wonderful properties. We rarely, if ever, encounter anything we would consider below quality, but our experience at the Diplomat was one that we felt needed to be expressed to you. Thank you for taking the time to read our review, we hope that some of our experiences can be used to alter the service there for future guests (and hopefully a future stay by us).
November 27, 2011
Rated 5 out of 5 by barr1 Staff is very accomodating
I have stayed at this property on many occasions and I have always found the staff exceptionally helpful. The facility is well maintained and comfortable for both business and pleasure.
I especially found Dave on the overnight team
polite and helpful.
January 16, 2014
Rated 1 out of 5 by emmaavaalexa Housekeeping was horrible
Housekeeping never cleaned my room the first day. I had to go downstairs at 6:30 and ask them to do it. The housekeeping emptied out my whole bottle of children's motrin that I had just purchased in the gift shop for $14.99. I complained to the manager, he just said he would look into it, and never did anything. Our second day, our room was still not cleaned at 4:00 pm, I had to once again go downstairs and ask them to clean my room. The hotel was fabulous, but the housekeeping made my experience terrible, and wasted a lot of my time.
October 1, 2013
Rated 5 out of 5 by Noel61 Perfect Christmas Present
What to get the person who doesn't want anything? A perfect Christmas get-away from the cold and snow. Santa comes to South Florida as well. Just don't need the snow gear. Bathing suit and flip-flops will do just fine. Loved the pool, Sand, Beach, Warm water in December.
January 14, 2014
Rated 5 out of 5 by NYRangers One of the best
I have been a SPG Platinum member for several years and in that time stayed at a couple of hundred Starwood properties. The Westin Diplomat is one of my favorite Starwood properties. From the superior service, to the spacious rooms, to the great food the Diplomat is a gem among the Starwood empire. I have stayed here several times and every stay was flawless. The rooms are double the size and half the price for what you will pay to stay in South Beach. The Diplomat also has a great golf course, huge pool area and of course the amazing beach.
August 1, 2012
Rated 1 out of 5 by Sam55 The Service at this hotel needs work
Stayed at this hotel for a few nights. Everyone had their hand out for a tip and no one did anything to deserve a tip. Had several issues with housekeeping. The lady yelled at myself and the lady down the hall. She would not give us fresh towels. The shower in our room did not drain and it leaked on the floor. Tub did not drain either. Carpet in room was wet when we arrived. Front desk said someone would dry the carpet. No one ever did. Asked for new room with a shower that drained and a dry carpet. The front desk said they would move us checked us out of room and never gave us a new room. Housekeeping never cleaned our room. I said something. I was told Oh sorry we are booked. When the hotel asked for a review they said sorry for the confusion.
March 22, 2013
Rated 5 out of 5 by cndnsr very romantic
Best B-day gift I ever gave my wife,romantic getaway & only had to travel 4 miles from home
January 14, 2014
Rated 3 out of 5 by Ljf48 Poor Internet service
A hotel this size with a Conference Centre should be doing EVERYTHING to provide Internet service and good phone reception. Being at a working Conference and having no services was frustrating and unacceptable.
November 15, 2013
Rated 5 out of 5 by SistahSoldier Awesome Experience!!!!
I loved the atmosphere of this hotel. Stayed 4 nights for a conference, and enjoyed every bit. It was so relaxing, refreshing and upscale. A must stay when in the area. We will definitely return. The only negative was the food was kind of expensive on location, and very limited. It would be better if you have a rental car. However, although the trolley is inexpensive, it only goes north and south. You will want to discover other areas for dining. Be sure to bring workout gear, and swim gear.
August 28, 2013
Rated 5 out of 5 by HairCentrix08 LOVE THIS HOTEL!
I cannot say enough! We have stayed here for the last 4 years, when we find somewhere we love, we don't change. Brandon at the front desk & Santiago, also at check-in are amazing! Thoroughly make our stays wonderful! We are staying again in July & hopefully plan to return in September. The rooms, pool, & restaurants are awesome. We usually head to the Jersey shore in September to a hotel I have been staying at for over 35 years, and are highly considering heading to this Westin instead, what can I say, we absolutely love it!!
May 20, 2013
Rated 5 out of 5 by JoanieGG Beautiful, large, elegant
I so enjoyed my stay here. It is a lovely place.
Have more than 2 staff members available at check, after 4 especially when there is a function or conference. The long wait to check in was slow and tired travelers were also hungry.. Fruit or ice tea at the check in would be a welcome.
All else was splendid !
November 4, 2013
Rated 5 out of 5 by ClemsonTigerGirl Beautiful King Corner Suite
The king corner suite was absolutely gorgeous! I loved everything about it. The only problem is that there is so much you want to do and see but the room and view is so nice that you don't want to leave. Pros- the lobby, the rooms, the pools, the view Cons- Food and drinks are expensive at poolside bar and all the restaurants and bars at the hotel. I know this is too be expected but because they add the gratituties automatically you don't have the option to tip for good service but if service is not good its already added.
January 8, 2012
Rated 1 out of 5 by diverdown1120 Beautiful resort that loves a "bait and switch" approaach
I had issues starting from the time of booking. I booked through Westin's website attempting a promotion for book two nights and get a night free. The promotion showed my dates I was requesting as being available, however when I went to book the reservation it said it was giving me a promotion however the price showed I was not getting that. This was the start of the bait and switch type issues. I called the resort and after notifying a manager of the error I was offered a room upgrade for the inconvenience if I wanted to stay with them. I asked to call back later, and made reservations through the promotion on a different set of dates and a reservation for another night with a group for a convention. The manager linked to the two reservations and as far as I knew I was paid in full.
The night my wife and I went to check in the issues continued. We pulled up and the valet stated valet parking was $25. I asked for self parking and he said they have it across the street, and I then asked how much self parking was to which he replied there was no fee if your staying at the resort. I self parked and then went with my wife to check in. The lady who greeted us stated there needed to be a credit car put on file for deposit for incidentals and that it was up to 55% of our daily room fee, but if we didn't charge anything to the room the deposit would be refunded. I gave a credit card and it was declined due to me no notifying the bank I would be traveling. I then gave a debit card and the same thing happened. I asked her how much the pre-authorization was so I could notify the bank that I'm traveling and to approve it. She stated it was $450. I called the bank and found that a pre-authoriztion for over $700 was attempted, not the $450 like she told me. So again, I was told one thing and then they decided to do something else. The $700 was almost more than my entire reservation. I then returned to the desk to ask about this and was greeted by a manger. The manager said she didn't know why there was a difference in the pre-authorization amount but offered for us to check in without a card on file. We stated that was fine and checked in. She asked if we had a car to which we replied yes. I asked for the card the valet mentioned to gain access to the garage and she gave it to me. She never mentioned anything about a parking fee and stated we were paid in full so unless we wanted to purchase something at the bar or store we owed nothing further.
Then comes the next day of issues. My wife and I were getting ready to leave for dinner and we called to ask for fresh towels after we showered. The lady who answered the phone stated they would bring towels up right away. About 15 mins later my wife called to ask how long it was going to be so we could try to estimate a time to leave for dinner, she was told they were on there way with the towels. Another 15 mins past, still no towels now 30 mins after the initial request. My wife called again to ask if they were really on their way because we wanted to leave for dinner, a supervisor got on the phone and stated someone would be up within 5 minutes. Another 15 mins go by, now 45 mins after the initial request. My wife called again asking how much longer because we wanted to leave for dinner, and she was told they were on their way right now. Another 15 mins go by so now a total of an hour since the initial request has passed. My wife now called to see if we could get them at the front desk, and they told her they would leave them in a bag on the door. We went to leave for dinner, got the car realized we left something back in the room and returned to the room. When we got back to the room 1 hr and 15 mins after our initial request the towels were finally there. My wife called to let them know and they asked here how long it took. She told them about an hour and 15 mins, and she was informed the person who took the towels stated they delivered them within 30 mins of the request. That was obviously a lie.
Later that night after we got home from dinner we had a message stating we needed to contact them about our account. My wife called and spoke to a lady who stated we owed $40 for parking and needed to pay for the remaining charges for our stay. She stated it was $20/day for parking. We informed her what the valet said about no charge, and that when we checked in they said we would have no further charges. The lady stated she would refund the $40, but that now we have been informed there is a charge for parking so we need to pay it. I said I would be down to talk to a manager. My wife and I talked to a front desk manager and asked why we were told two different things. She stated that we were informed at check-in, to which I replied that we were not and that we were told we would have no further charges. She just basically said, oh well now you know there is a charge so you have to pay it. I did not have my credit card on me at the time so I said I would pay it the next day. She said that was fine.
The following day our issues continued. It started when I went to the front desk to pay for parking. The gentleman who helped me stated that since I was traveling with a group, I got a group rate for parking which was $12 not $20 like I was previously told. So again, more misinformation. I said I would go ahead and pay for the remaining parking day that was owed and handed him my credit card. He handed the card back to me and stated that my last night was not paid for. I told him that when I initially booked there were difficulties but that the reservations were merged and I paid in full. I also told him that I was told the same thing when I checked in. He said no, I owe for the last night. I told him I'll look at my receipts to see what I paid for when I booked, and asked for a receipt to show I paid for parking. He printed the receipt and gave it to me. When my wife and I were at dinner I was looking over the receipt and noticed that not only did he charge me for parking, he charged me for the room without telling me he was going to do that. He didn't even mention anything to me about the last night being owed until after he took my card to pay only $12 for parking. So, he very deceivingly decided to charge my card for significantly more than I knew I was being charged. This was my wife and I's last night in the area so we just wanted to enjoy the night and deal with this in the morning. However, when we returned home late that night we found several bugs crawling in the room. I killed all of them that I could find and saved one to show the front desk what they were. Being that it was after 3am we went to bed and decided to deal with everything the next day.
The following morning we got everything packed up and went to check out. I asked to speak with a manager about all of our issues. The lady I spoke with apologized and called security to report the issue with the bugs. After we gave our information for that I asked her why the gentleman yesterday charged my card one night's stay without telling me when I only knew I was paying for parking. She said while it was wrong of him to do, the charge needed to be done because it was owed. I informed her that I had a record of paying for my reservation and that when I made the reservations along with checking in I was told I had a $0 balance and was paid in full. She apologized for the confusion and offered a whopping 50% refund for the night's charge that was put through without my permission. Since my wife and I needed to leave to check in at a resort about 30 miles north I just said okay and left.
So to summarize, the resort looks beautiful but the staff is very deceiving. They will tell you one thing, and then do another. This started from the beginning of the website doing it, and then continued with the staff while staying there. I typically stay with a competitor, but wanted to give Westin a try since it looked so nice. However, with my experience I will never want to stay at a Westin again. There is absolutely no excuse for the lack of honesty with the staff. While the manager in the end offered 50% refund for one night, I do not view that as being any where near worth the amount of trouble my wife and I had to go through. All in all, I felt that way too much time was wasted on my vacation and not enough time was able to be spent enjoying it. It's a great looking facility, but no amount of beauty makes up for deceitfulness of it.'s staff.
September 2, 2013
Rated 4 out of 5 by RJS78 Fantastic Hotel
This is the best Westin property I have stayed at. Westin are usually business type hotels and fairly similar across the board.. However, this is is a resort but with the same high quality and business attention as traditional Westin's.
The hotel is massive. Everything about it is fantastic. The pool's are awesome, the workout room is great. The convention space is nice, the lobby and atrium are gorgeous. And the rooms are very nice.
I deducted 1 star from overall rating b/c the beach is pretty small and narrow here.
I deducted 1 star from SPG recognition b/c my Platinum Your24 request was not honored. When I put in my request they said my reservation was ineligible. I'm not sure why my reservation was ineligible when my platinum status is still platinum and my payment was very eligible.
However, I did get an upgraded suite upon arrival without even asking. Most times, I have to request an upgrade to a suite, they only normally upgrade you to the next category room instead of your platinum suite amenity. This is a rare time out of all SPG properties I didn't have to ask and had a suite waiting when I arrived.
Overall, great hotel and would definitely stay again.
November 12, 2013
Rated 4 out of 5 by Kate Westin Hollywood
While we had a nice stay at the hotel. The hotel is in need of repairs. Also, the rooms were not overly clean and the sheets / blankets were dirty - stains on the comforter. I am sure this does not happen on a regular basis, but for a hotel like the Westin - it should not happen at all. Also, the rentals at the beach...a hotel like the Westin should have their own charis, umbrellas, etc. Guests should not have to pay to sit at that beach where there is the most sun. The pool is crowded w/ kids and very shady.
May 3, 2013
Rated 4 out of 5 by Eddie06 My room wasn't ready until 4:30
The hotel was nice and met all of our family needs. However, one of our rooms wasn't available until 4:30 pm (which was completely unacceptable) and the valet service employees BARELY spoke english and were impossible to understand and work with.
January 10, 2014
Rated 4 out of 5 by SLIMBO99 WESTIN DIPLOMAT SLIPPING
FIRST TIME I EVER EXPERIENCED A LESS THEN EXPECTED VISIT. FRONT DESK UNDERSTAFFED AS WELL AS UNINFORMED OF SPG STATUS, NO OFFER OF POINTS OR UPGRADE, UNAWARE OF GOLD STATUS. PARKING VALET REMAINS DISAPPOINTING, LONG WAITS AND TOTAL CONFUSION WITH CARS AT TIMES LITERALLY PARKED SIDEWAYS, PLENTY OF STAFF WITH NO SYSTEM OR DIRECTION. LATE EVERY NIGHT FOR DINNER DUE TO DELAYS AND MAYHEM. HOTEL REMAINS CLEAN AND COURTEOUS BUT NOT UP TO SPEED AS FAR AS SERVICE. HOPE MY VISIT NEXT WEEK IS IMPROVED.
February 21, 2013
Rated 5 out of 5 by Taicheez 3rd Time in 4 years
My wife and love coming to Diplomat over Christmas. It is a beautiful hotel with contemporary designed rooms and a great balcony. Our rooms were starting to show a little wear and tear but were still in good shape. Do to the solid construction of the building the rooms are very quiet. You cannot hear the people next to you at all. The bathrooms are big and clean. Although in the twin room our kids stayed in there was a double door between the bedroom and bathroom. In our King corner room it was completely enclosed. It's great to have a mini fridge in the room for snacks. The pool area is big with the two pools. In the winter you do lose sun around 2:00 pm due to the building surrounding the pool. The food is solid at all the restaurants. We are looking forward to staying there again next year.
January 2, 2012
Rated 3 out of 5 by Lisa This hotel is for business not pleasure
This hotel basically caters to the business conventions that take place almost daily I felt like a 2nd class citizen. I was refused late checkout because they claimed my room was already taken and didn't care that my flight was evening. Also their gym was under construction the temporary gym was across the street and very bad lit. I was scared to work out there alone. Also they advertise a spa but don't bother to tell you it's located 2 miles away from the hotel and you can use the shuttle
May 2, 2013
Rated 5 out of 5 by valligirl4 BEAUTIFUL HOTEL! Five stars!!!
My husband and I went for a romantic weekend getaway. This place was fantastic! The room had an amazing ocean view and the private balcony was a plus! The pools and facilities were first class and the staff around the hotel were extremely courteous and friendly. Very attentive! We are locals and so we opted to eat out instead of there for most meals...we ate at the poolside cafe one afternoon and paid a hefty price for wings & sliders, but its to be expected at such a hotel. The Hollywood Beach boardwalk is just a few minutes away and the trolley was very inexpensive and picked up and dropped off right at the hotel. We ate breakfast at the Boardwalk each morning and visited the shops too. Awesome for families and couples, alike. We really enjoyed our stay and would definitely recommend this hotel anytime! AMAZING!
August 8, 2013
Rated 3 out of 5 by rocky111 did not meet expectations
i paid almost double to get a suite for an important occasion. the suite was inferior to the basic room i otherwise would have received
November 5, 2013
Rated 2 out of 5 by Marie33 Not a resort
This is the second time I have stayed at the Westin Diplomat and worse than the first.
• My problems started with booking the hotel for the conference I was attending. No rooms at the conference rate were available so I reserved a room at their quoted rate so I would have a room. I found another online rate for less and tried to utilize the hotels lowest price guarantee, which was denied. They sent me a link to their lowest price which you would not find on their website by clicking “find the best rate” and they did not tell me about it when I called. You had to hit the “offers” tab instead which has additional “offers” that are also full of special restrictions. Getting a decent rate was frustrating. I did prepay for the room to get a little better rate on the second night but the room I received did not warrant the rate of either of the nights.
• Upon stepping out of the taxi, I was not greeted and no one offered to take my bag up the steps. I was able to check in early which was a pleasant surprise.
• As I walked into my room, I could see the carpet buckled several times in front of the bed. The carpet was also worn out and looked dirty. The couch in the room was also very worn out, discolored, and fraying. I stopped and got a pair of slippers so I didn't have to walk on the dirty carpet bare footed. I let the front desk know about the room. They offered to send housekeeping to clean it and I explained these were not problems housekeeping could fix. Rooms with dirty carpet and dirty worn out couches should not be rented to guest for the rate this "resort" charges.
• I ate in the café twice. The food arrival took a while but the server was pleasant. The second time the server was terrible. She clearly did not have a handle on what she was doing. We didn’t get any drink refills offered to us and she huffed when my friend was paying cash for her meal and needed change.
• The ladies room in the conference center had louvered doors and the doors shut by themselves. It was impossible to tell which restrooms were unoccupied, so knocking was necessary. I know at least one restroom had no lock because I went in it. Just a really stupid design.
• The food offered during the conference was good but the hot water and coffee were often empty during the conference.
This is not what I would consider a resort. This hotel has some nice features but it leaves a lot to be desired as far as cleanliness and service goes. I could not recommend this hotel.
November 18, 2013
Rated 5 out of 5 by Cecil49 Great Location
Outstanding service from check in to check out. Pool area and beach were excellent. Food in the facility and across the street were very good. We never had a problem getting in or being served. Shuttle ran up beach to boardwalk and other restuarants making it convenient if you are not familiar with the area. We also had an opportunity to play golf 2 days. Course was in good shape but too pricey to play before 2:00 pm. We were unable to finish our round either day.
March 3, 2012
Rated 5 out of 5 by anandp001 Love this place
I've been to this hotel 5 times (both for work conferences and for vacations). Every stay has been great. This property all around represents the best of the Westin/SPG brands (great staff, great amenities, clean common areas and rooms, great beach and pool area, etc). My wife and I plan to come to this property for years to come.
One small recommendation. The gym was moved across the street, but I do not believe internet access is provided in the new location.
March 8, 2013
Rated 4 out of 5 by Diplomatfan Slipping a little ?
I have stayed at the Westin Diplomat at least two or three times a year (or more) since it reopened. On this most recent visit I noticed that the level of service and attention to detail seem to be slipping a bit. There is nothing specific, but it is more the small touches that I noticed. The staff are still very friendly and helpful but requests took a little longer to make happen etc. I would still return, but would like to see the prior levels returned to.
January 24, 2013
Rated 5 out of 5 by James47 This is our favorite hotel
There was a lot kids for Christmas, but if you want peace, you can go to the Golf Resort. Had a problem with my room key and the first staff member was not very nice. Then the parking garage key did not work twice and the help key did not work. Had to walk back to the hotel and the staff member was very nice and helpful. I did not like the way they ran charges on the credit card, way to confusing. Still love the hotel and the area is better than south Beach
December 27, 2011
Rated 5 out of 5 by Lightek Simply the best
I have stayed at the beach location multiple times each year over the past 4 years. Each time they exceed my expectations with upgrades to the corner suites, exceptional service and wonderful location.
The only disappointment I have is with the food served in the starwood lounge in the evenings. I think a place this classy should step up the evening fare.
Other than that, I cannot think of a place I would rather go to chill out and just enjoy the beach.
December 31, 2011
Rated 3 out of 5 by VG55 Lovely property but slow service
Our room was lovely, clean and nicely appointed with great views. On check in we were assigned a room which was changed without our knowing and we had to wait in hallway for 25 minutes til someone let us into the new room and then proceeded to wait for an hour for our luggage to be brought up from the other room...we missed our dinner appt. Paid extra for valet parking and had to wait 45 minutes for our vehicle. Need more staff during peak periods.
February 24, 2013
Rated 1 out of 5 by Stevenhenri Booking errors
We stayed at the Westin Diplomat Dec 20 - 22/ 2013.
I booked one night using Aeroplan miles and prepaid for the second on-line with
my credit card. I received confirmation, via e-mail, from the Westin for both bookings.
Just to be sure we called the hotel the day before our arrival and were told that
everything was in order.
When we arrived the staff at the front desk had no record of either booking.
After about a half-hour wait they did seem to straighten it out and told us
the room was paid for.
I don't usually bother checking out of hotels but I was a little skeptical so I went to the front desk, the staff on duty that day told me the room was not paid for, but once again after a short wait I was assured that it was indeed paid for and as a courtesy they waived a $5.00 charge for two local phone calls.
Imagine my surprise when I saw my visa statement over week later only to
discover that they charged me again for the room and the $5.00 phone calls. I
have called the hotel at least 8 times about this, no one answers the phone in
the billing department and none of my calls have been returned. I'm still trying to get this resolved.
Do not prepay at the Westin. You will regret it.
January 8, 2014
Rated 5 out of 5 by energywhiz Awesome Stay, Will be Back
Went with my wife for a weekend getaway. Everything was perfect. Promptly greeted and assisted by valet and front desk staff. Excellent platinum recognition including a free upgrade to a corner suite with awesome views!
Only tried the sports bar but the staff was great, the food good, and the beer wonderful.
Pools were just plain awesome.
There was nothing negative about our stay except the weather, and the Diplomat couldn't help with that!
January 1, 2012