Rated 2 out of 5 by miamiJ Construction
Checked in and that put us right next to the contruction that was going on in the building!! Like they didn't know about it!!
When I ask why they put me in the middle of construction, they simply told me they would move me!! And I wated for a half hour for this!!! Staff not helpful or friendly.
Room (a suite!!) was small and unimpressive for $400 per night. Don't bother staying here!
December 13, 2011
Rated 4 out of 5 by BBB3 Outstanding staff but lacking
Gabby in Exec Club & Gabrille in Bar Su: Clone their professionalism. Best I've seen this year out of 100+ nights. Liz, Rohan, Natasha & Santi - outstanding. Overall: aesthetic & beautiful property. Club food & beverage - poor quality & pedestrian brands. Example- the 2 vodkas that real vodka drinkers refuse to drink. Generic poor quality wine. No sparkling - wine or water. Food & drink incongruous with spectacular aethetics. NO TERMINAL ACCESS IN HOTEL FOR PLAT OTHER THAN CREDIT CARD CHARGE. Not even room charge option. Charging for beach chairs???
December 14, 2011
Rated 4 out of 5 by Familyof4 Fantastic overall
Had a great time. Beautiful facilities. A few minor gripes. Shower heads are far too low. I'm only 6'1". Why are the shower heads at my eye level, forcing me to crouch to wash my hair? Higher shower heads work for everyone, not just all people. Also, there's almost no sound proofing between the rooms and hallways. Sound passes easily between the two.
Other than that, prices for parking and on-site food are insanely overinflated, even by beach hotel standards, but the staff was fantastic and our stay was really wonderful. Loved the pool especially.
May 18, 2012
Rated 4 out of 5 by jchiguy1 Big Convention Hotel, Great Setting
The Diplomat is a big place that operates like a well oiled machine. Front desk staff was personal and efficient, valet parkers fast and polite and facilities are top notch. The lovely pools and beach are of particular note. Good Platinum recognition as I was upgraded to a small but well appointed high floor suite on a cash and points stay. Room was in good condition (though missing a TV in the living room) and housekeeping was timely and thorough. Highly recommended hotel, especially for SPG elites and families looking for a well located resort.
May 7, 2013
Rated 4 out of 5 by poiuytrewq Not worth the cost
After staying 5 nights in a corner suite, we discovered that the AC did not work properly on 2 nights and the wallpaper was peeling away at the window. We were also told that the room charges were including taxes, but when we got the bill, they did not include the taxes. The onsite dining is nice but too expensive to expect daily dining. Cleaners were satisfactory. Not worth paying $600 per night by any means!
November 5, 2013
Rated 1 out of 5 by Hello1 Service can be improved
The hotel has fairly good facilities but the staff could be friendlier. I was scolded for "not even (being) Gold member" when I requested for additional service and the woman even asked why I was making the request. I've stayed at different Westin hotels throughout the world and was usually able to get certain extra service (my company is a huge user of SPG so we usually get a lot of freebies thrown in). I do not really mind not getting the additional services but did not expect to receive a scolding that came with a denial of the request. I never had met such stuck-up service staff who implied since the hotel is enjoying high occupancy rate, they would not mind losing a guest such as myself who is "not even a Gold member).
I was also paying 60 dollars more than my friend who had a much better room. It did feel like I was being ripped off.
I'm a Platinum member now but I don't plan to return to this hotel any time soon.
April 27, 2012
Rated 5 out of 5 by JulioNJ VACATION SPOT
This hotel was spectacular, starting with the staff at arrival, the lobby is beatiful, pleanty of elevators you don't even wait a minute for one. I booked 2 rooms one for wife and me, and the second for the kids I say kids but they are 20 plus, had great views on both and very clean. the kids used the fitness room and loved it, the pool is great for young children that have fair skin because of the tunnel they don't get any sun and wont burn. Food and beverage are good just a bit pricy, you can always have take out dilivered from restaurants in the area. There is a computer room and I was able to print all our boarding passes. Parking is expensive, but anyware you go you will pay. Beach is great!!! Over all I recomend it and will be back.
August 15, 2012
Rated 5 out of 5 by SuzyQ Excellence at its Best
Excellent hotel and staff. We were upgraded because our room was not available yet. The staff was amazing. Our cleaning lady did a wonderful job. Kevin at the pool was very attentive to our needs and I left a note for his manager expressing his excellent service. He is truly on top of everything.
The greeters at the door were very friendly and answered all of our questions.
Very relaxing time away from home.....
Suggestion: put a clock by the pools & lively music down by the bar.
The only drawback was the food and service at Rivals. When you say where's the beef? in the burger (nothing to brag about) and our waiter took forever to refill our drinks, albeit we were only having iced teas but would have been nice to have been better served.
April 26, 2013
Rated 5 out of 5 by DHanalei4 Hotel staff were beyond super!!
After a delayed and very late flight, a taxi driver taking us to the wrong hotel first, and arriving well past midnight (2am!), the two staff at the front desk (Christopher and Marke) made us feel as if nothing bad had happened. They went above and beyond to ensure that our stay at the hotel would meet our expectations, which ultimately exceeded our expectations. They turned what could've been another negative adventure into a very positive one. I rarely take the time to comment on reviews, but felt these 2 staff needed the recognition they deserve. I've always loved staying at the Westin because of the Heavenly Bed and the experience of the staff made everything Heavenly. Thank you again and keep up the great work! It was definitely noted.
April 13, 2012
Rated 3 out of 5 by SmileDoc Nice but lacking
The room itself is spacious, clean and well appointed...except for the TV which must have be purchased in 1990. For a hotel that portrays itself as luxurious to have a 27 inch tube TV in this day is poor. The lounge area is hidden, doesn't have many channels and had flat panels without HDTV. Couldn't watch a Thursday night NFL game because they don't get the NFL channel? The valet area was understaffed and for $26/nt. I had the pleasure of having my car parked next to a sprinkler system that left tenacious water marks on my car and window that the fluid and wipers couldn't even wipe off. Service at the morning breakfast was below average. The girl at check-in was very friendly I must mention, but this hotel is definitely lacking the "extras".
December 3, 2012
Rated 4 out of 5 by creativecookie Heaven!
My friend and I stayed at the very crowded beach location: not very relaxing. We talked to the concierge about visiting the golf location and she told us about their 2 pools. The pool at the spa is "adults only."
The spa pool is beautiful, secluded and lush. It is big enough to swim laps, minimum age is 14, and it has a maximum bathing load of 19 persons! Truly it is HEAVEN!! My friend and I packed up our beach bags and hopped on the shuttle every day for the rest of our stay. Our visit turned into the spa vacation we have both always wanted.
August 7, 2012
Rated 5 out of 5 by prdcrdp Amazingly surprised!!
As a Starwood Platinum member, I have stayed in many starwood properties over the years. I will have to say the Westin Diplomat is definitely at the top of my list. The service, location and upgrades for Plats is the best of any starwood property. I booked 2 rooms and was upgraded to a high floor corner suite with the connector. The housekeeping supervisor personally came to the room to check on us and delivered additional items we requested. The executive lounge is by far the best of any starwood property. Very large, nicely decorated and incredible oceanfront views offering large shrimp among many other tasty treats for the evening reception. I have never given a full 5 star rating for every category but this property definitely deserves it.
December 1, 2011
Rated 5 out of 5 by brookhaven1108 Excellent experience
This is the one of the best resorts in South Florida. Services are excellent.
November 26, 2013
Rated 5 out of 5 by Ian3348 Great Staff
I was particularly impressed by the friendliness and helpfulness of the staff. This included the Splash restuarant's manager who comped our lunch when it took too long for our food to arrive and the concierge who made a restaurant reservation for our teenage daughter and her friends and ensured that the establishment treated them well. We really felt cared for and that our business was appreciated. My only complaints are that it sometimes took too long for the front desk to answer the telephone and that the hot tub is absolutely minuscule.
December 27, 2012
Rated 5 out of 5 by MrsH2324 Rest and Relax
From the moment we got there until the time we left , this place was a pleasure! Quiet, right on the beach. Wonderful staff....Dania and Troy were wonderful. Really nice place to take a break from everyday rushing and running. We will be returning very soon.
November 17, 2013
Rated 4 out of 5 by DrDR Nice facility and beach area, but inadequate number of service personnel
Warmly greeted by valet, bellhop and front desk. Arrived at 3pm and informed that the hotel was full so 2/3 rooms would not ready until 4pm. Received a call at dinner that these rooms were completed at 7pm! The line for getting coffee and light breakfast items in the lobby was excessively long every morning. No other small coffee/food kiosks anywhere in the hotel even though there were over a thousand people in the hotel. Concierge desk personnel were very friendly but difficult to reach by phone. Pool areas and beach were beautiful.
December 29, 2012
Rated 4 out of 5 by Fern1 Enjoyed our stay
The Hotel is absolutely beautiful and the reception, conceirge, valet, and bellhop staff is extremely professional and polite, but we did have a couple glitches. The first one is when we got to the room the bed sheets were either dirty or stained so we asked them to change it and they did. The second issue is that some of the staff was working nearby our room in the morning and woke us up early making noise. The room rate is acceptable, but then there is another $25.00 valet fee per night and then there is another fee of almost $45.00 for two chairs with an umbrella on the beach per day. The $200.00 per night stay turned into almost $275.00, plus dining, plus tax, but none the less, the beach was beautiful and we really enjoyed our stay. Might go back.
August 16, 2012
Rated 5 out of 5 by Platinum357 Beautiful resort
After a fantastic stay last year when we renewed our 10 year marriage vows on the beach, we returned for another unforgettable visit at the Diplomat. The staff goes over and beyond the call of duty to ensure needs are meet, if they can assist with something, they find someone who will. They sent chocolate covered strawberries for an anniversary treat this year and a bottle of champagne last year; very thoughtful! The infinity pool is gorgeous and faces the ocean so you can enjoy the best of both worlds. I would recommend booking an ocean view room as the views are breathtaking. We ate at Splash, Ingredients, and Bar Su, and all three served delicious and reasonably priced dishes. We plan to make or vacation to Diplomat an every year anniversary tradition.
May 26, 2013
Rated 5 out of 5 by hjsna Great hotel sevice and stay
Went to the Westin Diplomat for a weekend course. The hotel is very upscale and well kept and not to mention huge. 2 days are not enough when you go here as there is a lot to do especially in south fl. Highly recommend!
November 18, 2013
Rated 2 out of 5 by Peter375 Not satisfied with front desk check in
My wife arrived ahead of me to check in and they would not let her because I made the reservation, after I spoke to them on the phone they finally let her check in but would not give me my SPG points because I was not there to check in. My wife had our five year old son and four month old daughter with her and had to wati around for 45 minutes while the front desk staff figured this out. Completely ridiculous! If you are married you are recognized by the federal government and the state government but not by the Westin Hotel chain.
January 6, 2013
Rated 5 out of 5 by Lannie A smile at every turn
The hotel is beautiful in every way, but the inner beauty of this hotel is truly the staff. Everyone greets you with a smile and a hello...door staff, check in, restaurant staff, housekeeping, even one gentleman sweeping the floor saw me walking towards the elevator and pushed the elevator button for me with a smile and a hello! The friendliness of the staff was noticed by others as well. It really makes a difference.
October 26, 2013
Rated 4 out of 5 by Todd39 Room issues
I stayed in room 2139. There were very odd sliding doors between the bedroom and the bathroom. When I attempted to close the doors they were not on their tracks. I had to lift the doors up and move them over to close them. Also the shower leaked water onto the bathroom floor and the toilet ran constantly if you didn't release the handle just so.
November 7, 2013
Rated 4 out of 5 by soup080 Sales Meeting
I would have given them a 5 star rating but I was assigned a room (475) on the 4th floor with a view of a wall. Most of the other 250 employees attending our meeting were in higher floors with nice views. I believe I was assigned this room because I was not a Starwood reward member and declined the offer to join at check in. Very disappointing.
November 7, 2013
Rated 2 out of 5 by KMTD Beautiful Property, Terrible Customer Service
Although this property is beautiful and has the potential to be an amazing destination resort, the staff and service quality is so far below Westin standards we were shocked! From check in to check out we were disappointed. The management attempted did provide credits for lack of service and extremely delayed check in but it was too little too late. The pools while gorgeous were closed for private events in the middle of the day and the poolside restaurant servers were slow and unable to accommodate even the smallest requests. Even our final bill was incorrect and took multiple attempts to correct. The one bright spot was the on site steakhouse - it was superb! This was a very underwhelming stay and we probably will not return due to all the service issues.
April 4, 2013
Rated 4 out of 5 by MDM10 Lack of Communication
I stayed at the hotel for father's day just to do something different mind you I live local. Everything was going great beautiful hotel and amazing view.
I purchased a package with included 2 complimentary breakfast for 2 but at the end I ending being charged for it. But this is after I spoke to a guest service person and they told me that they removed it. I had to speak to 3 different people to try to get it fixed. Very disappointed because they acted like they didn't know about the meal which it stated on my reservation.
June 20, 2013
Rated 2 out of 5 by Marisha Expensive service!
This hotel was very busy, staff did not meet needs very slow service, amenities were not free had to pay for everything, there was a service fee for each person in room and delivery charge for food in room services. The hotel restaurants were very expensive. limited menu
Rooms were clean however beds and pillows were worn out very uncomfortable. Showers were nice.
Beach service was not satisfactory, had to pay for lounge chairs on the beach.
One night stay costed a lot more than staying at a 5 star resort.
August 26, 2013
Rated 3 out of 5 by Robin258 Conference Attendee
While the rooms were very nice they lacked common necessities such as a trash can within reach of the toilet; no shelf or ledge in the shower to step on for shaving legs; no handle bars for those needing assistance near the toilet or in the shower. Additionally 8 of us had lunch one day and waited over an hour for our food to be served. Since this facility accomodates conferences it should ensure that it has sufficient staff to met the increase activity in the restaurants.
September 30, 2013
Rated 5 out of 5 by bond007 Exceptional In Every Way
From the minute you drive up to the hotel the staff makes you feel welcome.
The relaxing signature aroma in the lobby reminds you that attention-to-detail is what this hotel is all about.
We have been staying here with our two kids for the past eight years and have loved every visit.
The staff is professional, well-trained and knowledgeable.
The bartenders at Splash, Irving and Rosanna, are top-notch and real pros- a credit to the hotel. The rooms are beautiful and the views- out of this world. They do everything right here.
August 26, 2012
Rated 5 out of 5 by Pete4100 Pleasant stay for R&R
Very beautiful pools, beach and room. Location is good but plan on taking a taxi to go eat because I couldn't find any restaurants except in the Hotel. These restaurants are pricey did eat in the cafe and enjoyed the tasty wings and pizza in Rivals sport bar a couple of times which is also part of Westin. Service was good everywhere I went and think this wonderful Hotel lives up to the Starwoods reputation of having top quality product for hotel industry to strive to match.
September 27, 2013
Rated 3 out of 5 by Coldcorporate Very mixed review
Great lobby, great pool, nice beach area. I hate when hotels make you pay for lounge chairs on the beach. As if the room charge isn't enough to cover this amenity. But whatever to that. The room was nice and comfortable. They overbooked me so I had to downgrade, something I don't think SPF members should have to deal with but it happens. The thing that irritated me is that our refrigerator was broken and the food I bought for the breakfast next morning went bad. Front desk said sorry but when I asked for some sort of compensation or points they acted like that was impossible. A little annoying. I probably won't stay here again. I don't see the value in comparison to other s Florida SPg hotels. Service to get luggage to the room and extra towels was also very slow.
May 29, 2013