Rated 3 out of 5 by FamilyTraveler Below average for SPG
I've had great experiences at every Westin or St. Regis hotel since becoming SPG members until this one. From the time we checked in, which took almost 2 hours, through the duration of our stay, we found everything highly unorganized and dysfunctional. There was a major shortage of staff, and waiting for anything from a cup of coffee to a beach chair felt like an eternity and made the stay far from relaxing. To top things off, we left one of our children's bags in the room after checking out, and upon advising lost and found we were met with yet more indifference, and not so much as a returned phone call. This hotel has a nice location and beach with clean rooms but don't expect anything beyond that.
March 30, 2013
Rated 5 out of 5 by Lexus The Hotel of choice when in South Florida
The stay at this hotel was both amazing and breathtaking. I could not ask for a better stay and excellent level of service than at this hotel. I have stayed in some of the best luxury hotels around the world, and I have to admit this was an excellent resort. A+++ ratings in the following:
Safety and security
Their were three employees that stood out to me and my family: Yasmine and Gabriella (front desk), and Julio(valet). I also would like to thank in- room dinning chef as well as the staff for the hospitality at the cafe: ingredients in the lobby.
Thank you Westin Diplomat staff for one of the best stays this summer.
August 29, 2012
Rated 5 out of 5 by Steve767 I have stayed many times in the past,
I have stayed at the Westin Diplomat approximately 4 times over the years with my convention. The hotel is always beautiful and a great place to see and stay. Though there was one disappointment this past time, that you have closed the gym and private pool areas at the golf villa's. It was so nice in the past to be able to go there to an extensive gym facility. But also to be able to be at the Private ADULT only pool area. I really missed that with this trip. The new spa is beautiful however! The new gym area, though I guess adequate was a bit of a disappointment in comparing it to the gym at the Golf side. I would recommend your hotel and will probably be back again when my convention comes that way again!
August 10, 2013
Rated 1 out of 5 by SOUTHFLORIDAMOM What a disappointment!
First of all, I LOVED this hotel until my last stay on July 7, 2012. I even stayed one weekend before and had a wonderful time with my family. So I had never expected anything bad from this hotel.
It started everything wrong from when we checked in. A young guy at front desk told us our Ocean view room wasn't ready although we checked in after 4pm. I told him we had spa reservation at 5pm then he said "I would suggest you take your own car and go now". Our luggage guy had already taken our bags so I told him I rather just get in to a room and get whatever we needed for spa. I was also told in order to make it to the spa, we need to be on the shuttle bus at 4:30pm (shuttle runs every 30min.). I was so worried that we would be late for our spa appointment. so I asked him he there was any other room available. He said only city views were at that moment. So I went ahead and downgraded our room to city view. First of all, the front desk guy never apologized. He was going to charge same price what we paid for ocean view until I asked him to double check the price(He even said it's the same price! I told him to double check. There is no way ocean view and city view can be the same price. and I even didn't mind going for suit room if that was available since my best friend and I were there to celebrate my birthday).
By the time we finished checking in, it was 4:20pm. We rushed to our room and got our luggages. We got what we needed and rushed again to be on the shuttle bus. We literally arrived at 4:33pm at outside. No shuttle is to be found. I asked a girl who was holding the front door to see if the shuttle has left for the spa. She told us we didn't miss it. and it will come in 10 min. But it did not. A trolley which would have taken us to the city came. But not a shuttle to take us to the spa. So now we are running late for our spa appointment.
I immediately told a lady from concierge to inform the spa that we are running late. Valet was packed so there was no way we get our car right away to be able to make it for the spa on time. I don't understand why when we have a spa appointment and told the front desk that we were going to take the shuttle, he didn't inform the shuttle driver to wait for us for extra 3min!
The driver probably didn't see anyone so just decided to leave early anyways. ugh.
So now we arrived at Spa. As soon as we arrived to check in, a young girl at front desk says "well you have missed your first 10min. of the spa treatment so we will just have to deduct from your service. and you won't get full service treatment" rudely. At this point, I was so upset and stressed that I had literally nothing to say to her. But when she showed me the pre-bill statement, price wasn't correct so then when I mentioned that 20% discount of what we were supposed to receive hasn't applied, she said "well, I don't see it on this computer... but i can give to you anyways" - AS I WAS LYING ABOUT MY RESERVATION PACKAGE! Really?
I really had nothing to say and made me wanted to cry. All I wanted was to treat myself and my best friend a nice weekend getaway to celebrate my birthday and this is what I get.
Especially when I had a wonderful time with my family at SAME PLACE a week before. I just couldn't believe my eyes and I was so embarrassed that I brought my best friend there.
Oh yes. Not to forget the concierge lady wasn't nice neither and didn't even give us a sympathy of what we had to go through when I explained the situation. And a shuttle driver was extremely rude.
Hotel room's AC wasn't working right and the fan kept comes on and off literally every 30min. Room was humid and the beds weren't comfortable(previous stay at corner suite was perfect. there are that much of difference?).
I am so sad that how my birthday getaway ended like this. Nothing was going right for us. And no one was there to make us feel better.
I was planning to have a family reunion here after my stay in June. But after this stay in July. Unfortunately I don't even wanna mention about this hotel to anyone.
I am SO disappointed. Especially because I know they could have done better and I have seen and experienced better. I want my weekend back.
July 13, 2012
Rated 2 out of 5 by Idaho This hotel was a dissapointment
I had to ask for my room to get cleaned. The bathroom mirror was dirty when I arrived and it never did get cleaned. The hotel told us that the only restaurants around were in their hotel, everything else was miles away and we would have to get a taxi. We found lots of restaurants down the board walk (we weren't even told about the board walk) 1 mile away. Drinks were $10 and up. You have to rent a lounge chair by the beach for $16 a day, this should come with your room for the amount you pay. Very dissapointment and will never return to this hotel or recommend.
September 26, 2013
Rated 4 out of 5 by DaniLove007 This hotel has magnificent ocean views
The Westin Diplomat is absolutely beautiful. The views are magnificent. I wish I had more time to lounge by the pool and enjoy the beach. I was disappointed with the very loud squeaky, clicky noise that occures when the toilet closet's glass door opens and closes. It is so loud that, it woke us up and we could not go back to sleep. Also, there were tiny ants in the bed. I would go back to enjoy the beautiful views and the beach, hopefully in a more comfortable room environment. With the exception of Sean at the bar who was rude and cranky.the staff was kind , friendly and attentive.
November 25, 2012
Rated 5 out of 5 by Fiona Awesome Property
As soon as we arrived we could smell the white tea coming from the lobby - how relaxing! Upon check-in the front desk agent had a hard time finding our reservation due to the way it was spelled in the system, but she was persistent and reassuring. We were thrilled with the upgrade and the location of our room, which was spotless. The food was delicious! Westin Workout is well equipped, easily accessible and super clean. Would be nice to have a few fans in there for those muggy days, just a personal preference. Associates were all friendly and knowledgeable. We can't wait to go back.
March 21, 2012
Rated 1 out of 5 by ogkw unacceptable room and service
upon check in i picked up what i thought was a piece of trash when in fact it was a used feminie product. It took 3 phone calls, a trip down to the front desk and 5 hours before anyone from the staff came to the room. I was offered star points for the inconveniece which i never received. I would not recommend for anyone to stay here.
April 3, 2012
Rated 3 out of 5 by zayzoe2012 This hotel use to be Excellent
It is now Average to Good In the common out side areas around the pools much maintenance and up keep is needed. Special attention should be given to the in room robes offered to the guest. Twice we had to send for clean ones. One was stained with cosmetics and the other had what seemed like chocolate. The bathroom needed attention to the floors. There were sticky drops that I had to clean with a very nice white towel that
was ruined by the dirt on the floor.
I got the feeling the hotel might be under new, less quality oriented, management.
Hope this helps improve such a nice hotel.
August 13, 2012
Rated 3 out of 5 by libby1 Westin Diplomat review
It was impossible to swim laps as there were a lot of children in the pool. The pool was also too warm. The customer service was very good. I would have liked to use the sauna in the spa prior to my swim and learned it was only available if I booked a service. I did book a facial which was expensive but good. I then used the too cool sauna.
December 1, 2013
Rated 5 out of 5 by MrsJ521 Staff was awesome
I arrived at the hotel late in the evening and the staff (Annika) greated us with a smile and was so helpful. Annika upgraded our room and made sure all of our needs were taken care of. She went above and beyond to make sure we were comfortable and happy. I look forward to staying here again.
December 4, 2013
Rated 3 out of 5 by BroadwayJoe Weekend stay
The air conditioner blew right on our bed, which caused discomfort throughout the night. We only used the AC the first night, due to that fact, but this issue caused my wife to get sick. The balcony and room views were great and I do appreciate the room for that part.
December 4, 2013
Rated 4 out of 5 by ChefandMrs Staycation Honeymoon
We decided at the last moment to book here and after 3 attempts with the reservation system being down we were successful. Most of the staff were helpful and attentive. Some were just out to lunch. The facility is magnificent but key service staff training is key to making this a 5 star place. Also, working in the food industry I noticed the quality of the fresh fruits lacking at every order. Despite all of this we will be back on a bimonthly basis for a night or two to relax. The personal card at check-in was the most special part of our stay.
September 30, 2013
Rated 5 out of 5 by msduke The Diplomat Exceeds Expectations
I love a nice surprise, don't you?
The Westin Diplomat Resort and Spa in Hollywood FL is one of those very nice surprises. The Diplomat is lovely, inside and out, with fountains and pools nearly everywhere you look. Rooms are luxurious, very clean and well stocked. Attention to detail and guest comfort are evident in the design of the hotel and the accommodating, knowledgeable staff. I truly wanted for nothing while I was in residence. I just enjoyed the view and felt grateful to be there!
November 5, 2013
Rated 2 out of 5 by steve7 disappointed
I have been to the Diplomat about 10 years in a row. By far, this was my most disappointing experience, having loved my prior years there. It started at check-in where a disgruntled-looking front desk employee grunted at me (without making eye contact) in connection with every request or comment I made. The room, which was supposed to be upgraded, was the most inferior one we have ever had there. it was also not set up correctly; it was missing a bunch of amenities that are usually placed in the bathroom. I never complained, except I mentioned this to a front desk staffer upon check-out who listened attentively and at least responded with some intelligence to my comments. Not what an SPG Gold experience should be.
January 31, 2013
Rated 3 out of 5 by FromHouston Disappointing for a massive price
Let me start off by saying, anyone who goes an plans to swim in the pool should think twice. There are nasy, dirty birds that drink, empty their bowels, and clean themselves all day long in those pools. It's disgusting. I am sure the health department would appreciate knowing that those disease-infested crows are in your pool. Second, the staff is grouchy and unhelpful. They said they would contact my employer via email to follow up on approving the stay through a credit card. Despite TWO reminders, they still didn't do it. The food is priced obnoxiously. It's cheaper to get a cab and go to a restaurant than have a 16.00 hamburger. It wasn't even good. It was dry and overcooked. Looks good, but very disappointing.
November 5, 2012
Rated 5 out of 5 by ab58 Staff goes the extra mile
We would like to thank Chef Vincent Lau who prepared a vegetarian platter for my family and I in the Executive Club Lounge for two evenings. We appreciate that the Westin Staff went the extra mile to satisfy our dietary needs with a smile.
December 4, 2013
Rated 5 out of 5 by ElanaS Love the staff
I would like to recognize Estivaliz.Araujo at the front desk. She made sure I was well accommodated and happy. She should be promoted.
December 7, 2013
Rated 2 out of 5 by Richard2013 Nice Facilities, Staff Needs Help
Recently we spent 2 days at this hotel after we got off our cruise in Miami. We checked in around 11:30am and were told our room was unavailable - totally understandable. The desk person took my information provided us with a key to the executive lounge so we can wait - so far so good. After about 2 hours I went down and asked about the status of the room, and was told the person in my room hasn't checked out yet, was going to do so at 2pm and she will get the housecleaning staff to work on the room as soon as possible. After not hearing back, I checked again at 4pm and was told the prior guest was still in the room. I asked the manager why someone didn't just call me (they know I was in the lounge and had my cell phone number) so I know the status so we can spend the time doing something else (like have some drinks by the pool, walk around the beach), but the manager didn't have an answer and didn't really apologize. He did offer to give me a similar room in a slightly lower level, which I took, and then I told him that should have been offered to me when I inquired at 2. Once again, no answer and no real apology - hardly a way to treat a SPG Platinum guest. I think things started off right, but when the prior guest kept delaying checkout - the staff obviously is not trained to follow up and take care of guests - which is pretty poor for a supposedly customer-centric business.
The room and hotel's public facilities and pools are very nice. We were in a high floor ocean view suite and enjoyed it. The hotel is a bit isolated if you don't have a car, and the fare offered by the sports bar and the sushi/bar that's part of the hotel was mediocre. The pool side cafe did offer good drinks and food. I think if the hotel improved the quality of its food offerings it would have a much better business at its dining establishments.
December 15, 2013
Rated 5 out of 5 by ksrpdx Stay at the Diplomat perfect as always!
This is my 7th time staying a the Westin Diplomat. This hotel always meets and often exceeds my expectations. I was upgraded to a suite, beach view full balcony, doesn't get better than this! The location is terrific, located about midway from both MIA and FLL. The Spa offers a great variety of massages and other services. Several different choices for dining. Shopping and fine dining close by.
The staff is personable and helpful.
November 14, 2013
Rated 5 out of 5 by Dania Amazing!
Jelena at check in was amazing. Great Hotel with beautiful views and amazing staff. This is what makes the difference.
December 6, 2013
Rated 5 out of 5 by John34 Nice hotel but old building
The hotel is small two building connected by sky walk it is clean and have beautiful location my expectation is stay in bigger hotel
the facility is nice spicily the SPA
December 28, 2011
Rated 1 out of 5 by JP53 Below expectations
This Starwood high end hotel did not meet our expectation, check in lines are long because they only have two employees at the counter, the pool area needs more cleaning cups are under the chairs in the morning and the pool chairs had mold,the Splash bar the bartender Mr.Jorge needs some customer service seminars.Did not felt like a five star Hotel at all as other Starrwood facility.The room was good the bed was heavenly BUT I had a conforter that was stained apparently was not check.The valet was not to organize.Food was excellent and the facility is beautiful.
August 2, 2012
Rated 5 out of 5 by Vanessa153 Excellent service
We loved the food served at our event. Staff was very polite and ready to provide an excellent service and always looking for feedback. The idea of having the personal passion on the name tags is a great conversation starter.
December 1, 2013
Rated 3 out of 5 by Rob4003 Pathetic Service throughout
Absolutely awful service from the second we checked in to time we checked out, 7 days of terrible understaffed attention. 33rd floor executive club had seating for 50% of the people in there, no rollaway ever showed up, 75 people in line to get coffee, no extra staff, no auxilary line, 30 min wait for valet, non exitant service at pool, little if any towel or waitstaff service at grossly overpriced cabana, never more than 2 people working front desk when line was 30 minutes at least, hotel tacks on 20% gratuity for pathetic service. I could go on and on and on.
January 6, 2013
Rated 4 out of 5 by Family4 Beautiful hotel
The hotel was beautiful, rooms were very nice the beds were very comfortable. It was very busy when we were there but it didn't fell over crowded. I had high expectations for this hotel because of the price we paid. I have to say I was very disappointed with several of the staff members. I only had contact with a few members and most of them were rude, I was very surprised. Usually in resorts like this the staff is excellent and go out of their way to give good customer service, not the case during our stay. I spoke with many people who had the same experience.
July 18, 2012
Rated 3 out of 5 by fredthefisherman to many high costs
The resort prices itself out of the running for anything xtra you might want or need during your visit. we had to eat and drink off property. ridiculous costs for food and drinks.. if you stay for a vacation bring PLENTY of $...
November 30, 2013
Rated 5 out of 5 by BLESSEDBEYONDMEASURE Westin Diplomat is the Bomb
Myself and my sisters in Christ came to stay there for a fellowship meeting.... From the time we arrived to the time we departed our stay was amazing....The aroma the kindness of the front desk was aamzing. We only stayed for one night nevertheless it felt as though we were there for a week. There was so uch to do and the conviance of having a shuttle take us to The country club to dine was simply AMAZING :0)! We will be BACK without a doubt! I don't have enough of words to say just how uch we enjoyed our stay! Go Westin Diplomat you created our experiance!
October 31, 2012
Rated 5 out of 5 by pamandjulio Surpassed our expectations!
Truly excellent. What can we say? All the staff, from valet parking to the front desk, pool area, restaurants, room service, etc. Attention to detail is key for us to consider a place to be memorable and The Westin Diplomat far exceeded our expectations.
Special thanks to Gabriella (front desk) and Julio (valet parking) for going the extra mile and not only making us feel welcome but making us raving fans of the brand, their philosophy and the people behind the scenes who make it possible.
Five stars all around - THANKS and we will be back.
Julio and Pam
May 14, 2012
Rated 5 out of 5 by musicguy What a great hotel
This Westin is one of the nicest hotels I have ever visited. Beautiful hotel, palm trees in grand lobby, amazing pools, a nice beach. Only drawback is that there aren't other restaurant choices within close walking distance, and the cab ride was almost $70.
November 28, 2013