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 Screwedover 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 3 out of 5 by TeeW Unclean
I stayed at your hotel during a business detail...my office makes recommendations on what hotel to stay during our ventures. This one was recommended. However, when I checked in my room was messy and had men's dirty underwear on the floor. I was upset and after this fiasco, I did not feel that the room was clean. I asked for a room change but the front desk did not do it.
May 10, 2013
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 FT2013 Meeting Stay
Good facility, good location, but in my estimation not up to Westin standards regarding service. I was told they could not do the few things I asked because they were so full, without any regard to finding other ways to help me...merely "sorry we cant do that"...Westins should be better!
May 10, 2013
Rated 5 out of 5 This hotel has awesome service
We had a work meeting at this hotel this week and I had a high level of personal service organizing and carrying out the meeting, I suggested we have our next meeting at this hotel. My collegues and I travel extensively for work. Everyone was highly impressed with this hotel!
May 18, 2013
Rated 5 out of 5 by JenniferR2 Hotel had great service
Conceirge, front desk and security staff were extremely effective and helpful. Security found my lost sunglasses and made all the arrangement to return them to me and kept me informed. Exceed my expectations. (Christina)
May 17, 2013
Rated 4 out of 5 by vfwillimd Vernon F Williams MD
Problem with internet. Took 45 min with help from IT to get on. Could not get on the internet for the other 3 days. Kept saying invalid code
May 6, 2013