Rated 3 out of 5 by Joe1354 Poor Customer service / unorganized
The facility/grounds were excellent. However, the service was subpar. The staff was very good at saying Yes to everything, but doing nothing. I was staying there for 5 days, but got an extra night (on New Years) for my brother/sister in laws. Due to various problems, they couldn't check in until 7:30. My sister in law (who is pregnant BTW) wasn't feeling very well. So, certainly a problem. They wouldn't even allow them out to the pool area (as you needed a key). Kept waiting for a manager to call me (James, then someone else). I'm still waiting for that call. As stated, property is really nice. But, they could care less about the guest. I will not be staying here again.
February 11, 2014
Rated 5 out of 5 by mishpat Keeps Getting Better
Spent nearly a week at the Diplomat this past January This was the third year in a row and we are already planning for NEXT January. Please Ignore those complaining guests.because when one travels enough, nothing is perfect. The trick is to find a staff person who can correct a problem effectively and quickly, and the Diplomat staff was awesome. For special requests, No is not a word in their vocabulary.Oceanfront rooms are beautiful and just sitting on the balcony eating breakfast is so relaxing. Location is near so much and yet just far enough away. When in southern Florida, the Diplomat is a must.
March 8, 2014
Rated 5 out of 5 by Brenda55 Desk Service
I sent this letter to the manager of desk services -- I just wanted to write you a note about a very special experience I had with (employee name). I arrived on Wednesday, February 12 attending a conference at your hotel. My husband’s 60th birthday is on February 15 and I was planning to have a surprise birthday trip for him. When I entered the room I was so disappointed. I was hoping to have an ocean view, but if not an ocean view at least a balcony. The room a got faced another building and without a balcony.
I know when I check in they said the hotel was booked, but I hoped I would have a better option. If it was just me, it wouldn’t have made a difference but for my husband’s birthday I was hoping for a great experience.
That’s when I met (employee name). My savior! I went back downstairs and asked her if she could help me. I explained my situation and really wanted to see if my room could be switched. She said she would try, but the hotel was booked. She looked and looked and found one room available that was an ocean view and had a balcony!!!!
The story is really about (employee name). She took a personal interest in me. I felt that I was not just a guest, but that she really cared to make sure my stay was exactly how I imagined it would be. When I first came up to her desk, she met me with a smile, listened to me and her goal was to make me happy.
When she found the room and I was all set up, I thanked her, she said something that is so truly unique in this day and age, she said, “No thanks needed, I’m here to make your dream of how you imagined your stay to be come true.” How can you top that!!! She took a personal interested in making sure I was happy.
I really wanted someone to know what a dedicated employee you have in (employee name). She’s special.
February 18, 2014
Rated 1 out of 5 by slc711 Ugh!
Wow, what a disappointment. The room was dirty. The maid told me that no one cleans the rooms but only replaces towels. The front desk said they would send someone to deep clean but no one showed up. Then the noise from the balcony sliders was like rolling thunder. And, the roar from the road was loud even on the 30th floor. The person next door not only smoked, but had a dog, knocked on the walls and yelled every night. I called the front desk 3 times before they sent security. Huge disappointment. I would not recommend this hotel.
February 16, 2014
Rated 5 out of 5 by bellabop amazing experience
This is a great family hotel as well as business hotel. The facilities were fantastic. The staff went above and beyond. I can't wait to go back.
February 26, 2014
Rated 3 out of 5 Very average and disappointing in some aspects
While I excitedly awaited my arrival at the hotel I thought ths was going to be a great two days at a great hotel but your resort didn't live up to expectations. The welcome was not great....a question or two I had was abruptly answered. The room was good, paying for wifi at a hotel like this is ridiculous but I do like the green orientation. The pools were nice and that staff was friendly as we're the parking valets and housekeeping staff. The gift shop was stacked well but the staff bordered on incompetent and one young African American women was very rude. She will remember the incident well....not able to ring up a stupid paper she yelled at a coworker 'just do this for me'....are you kidding me and she wouldn't even apologize. Really? The food was good but your restauant selection was weak. Steak house pretentious except the two bar meals I had were good....Jackie was the best server and best employee I me at the hotel. However your hostesses were not good as one was not friendly and the other I guess was supposed to be eye candy. I would havecsent her home both nights given her dress...not appropriate for a supposedly classy place. The cafe was ok for lunch but the line, and tight space to get the breakfast buffet was a joke....you need a redesign. Indn bother to wait 30 minutes to eat breakfast. The Bar Sue staff was ok....too small a venue. The ingredients staff was not friendly. I could go on but you get the idea. Oh the gym was small too.
March 9, 2014
Rated 4 out of 5 by TEXASPLATINUMGUEST1 Good, not great!!
As a lifetime Starwood Platinum member, I was a bit let down by this property. They were INSANELY busy, service on many fronts were compromised!! Our TV's didnt work properly, the A/C didnt work well. had to buy a fan!! The valet parking was awful, one time lost my car, took over an hour to find my vehicle!! I used to love this property, don't know if I will stay there again!
February 14, 2014
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