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“Good, almost very good, BUT customer service not so good”

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Hilton Fort Lauderdale Beach Resort
Ranked #8 of 128 Hotels in Fort Lauderdale
Certificate of Excellence
GreenLeadersBronze level
Level Contributor
13 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
“Good, almost very good, BUT customer service not so good”
Reviewed 26 June 2012

This was my first trip back to Ft Lauderdale in almost 5 years. I was looking forward to staying at the Hilton Ft Lauderdale Beach Resort and was able to score a terrific deal on their website for Memorial Day weekend. I stayed for 4 nights.

While the hotel is beautiful and the location can't be beat, the customer service at this hotel needs vast improvement.

Pros:
. as mentioned, the location - you're right on the beach! What more could you want? And the hotel conveniently provides beach towels for guests. Really nice.
. beautiful, spacious room - through the deal I got online, I reserved a junior suite. Terrific accommodations! Balcony with a beautiful beach and ocean view, mini kitchen with fridge, 2 big flat screen tvs, very comfortable bed, excellent shower and separate soaking tub with amazing bath products. And very nice turndown service each evening!
. the hotel restaurant - probably one of the best hotel breakfast experiences I've had! Depending on your room rate you may get breakfast vouchers otherwise the breakfast buffet is extraordinary as is just ordering a la carte from the menu. I had 2 breakfasts here and each meal was delicious. And terrific service from the wait staff at breakfast - super friendly, fast, efficient - great way to start the day.

Cons:
. the hotel restaurant - while service and food was top notch for breakfast, dinner was another story altogether. The wait staff was painfully inexperienced and slow. Orders were mixed up. Cocktails had to be sent back. The food, not so great. Salty. Very salty. Hard to believe it was the same place for breakfast! Really disappointing.
. WiFi in the room - I travel a lot to big and small cities all around the world. Sometimes it takes a while to log into a hotel's WiFi. But at a resort like the Hilton in Ft Lauderdale, it shouldn't take nearly 2 hours. For some reason, the WiFi connection was not working in my room. And to make matters worse, the hotel staff did very little to nothing to help solve the problem. An engineer was sent to my room who didn't know anything about WiFi. He only knew about cable hookups. Useless. The front desk passed me off to their AT&T call center in Texas to see if they could get the WiFi up and running. I was on hold and passed from AT&T agent to agent for close to an hour. This isn't something a guest should have to chase after; the hotel staff or management should have stepped in to resolve. It was infuriating. Finally after 2 hours, the AT&T customer service got the WiFi to work. The front desk called me to say to make up for the inconvenience, they would offer me vouchers to use in the restaurant for dinner. It took me close to 36 hours to get the vouchers. I was given excuse after excuse after excuse for why I hadn't received the vouchers, each time someone at the front desk always passed the buck to someone else rather than step up and accept responsibility. Don't offer a guest vouchers if you're not prepared to deliver. Completely unprofessional.
. in room safe - I always keep personal stuff in a hotel's in-room safe for peace of mind. On my last day, the safe wouldn't open. Over the course of an hour, and after a number of phone calls, not one but two engineers had to come to my room to try and open the safe. Again, all with an attitude that showed no sense of urgency or responsibility.

I mean, I was paying to stay here - right?

The hotel is beautiful. No question. The staff attempts to present white glove service from the moment you arrive to the valet. However that quickly disappears once problems arise and you see the inefficiencies of the hotel's customer service which makes guests feeling frustrated rather than taken care of. Not good.

  • Stayed May 2012, travelled solo
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    • Sleep Quality
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    • Cleanliness
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Helpful?
3 Thank eastdeparture
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Toronto, Canada
1 review
Reviewed 26 June 2012

Just spent a weekend at this hotel with my boyfriend for days. Had an amazing experience and would recommend to anyone. The nicest staff I have encountered at a hotel. Hotel was exactly as pictured and described. Nice rooftop pool area overlooking the ocean. Great location, beautiful views of the ocean, close walking distance to the downtown area, however far enough away that you it's not too busy or loud. The front desk staff was really nice and accommodating, they allowed us early check in and were sure to help with anything we needed. The pool staff were so friendly, always welcoming you and helping you find a chair. Overall had an amazing time at this hotel and would definitely go back here.

Room Tip: Choose a room with an ocean view, it is definitely worth it!!
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  • Stayed June 2012, travelled as a couple
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Helpful?
Thank Alex K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
san jose, ca
Level Contributor
15 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
Reviewed 26 June 2012

just came back from spending 5 days at this hilton. I think it was just ok..nothing special. I've stayed at Westin Diplomat resort in the past and was hoping this would be anything close to that ..but it wasn't close...location was good but the beach is on the other side of the street and you have to pay for beach umbrella and chairs once you are on the beach..not free for hilton guests.
parking is valet only and pretty steep @ $31+tax. Food is pretty expensive too..
pool had sand and other debris at the bottom and not sure if it was cleaned daily and water is cold..
i'm pretty sure there were bed bug as i woke up with few red bumps on my legs and one on my face..and beds weren't really comfortable ..woke up with back pain everyday
carpet had some food crumbs and spots..wasn't really clean

our room wasn't ready even though i had requested that my flight will be arriving early..we got to the hotel by 1pm and had to wait in the lobby for 30 minutes or so..

we'll most likely go elsewhere next time or go back to westin diplomat (if they ever have special rate again)

  • Stayed June 2012, travelled with family
    • Value
    • Location
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    • Rooms
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    • Service
Helpful?
4 Thank road_warrior_2012
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Midlothian, Virginia
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 25 June 2012

My family and I had a great time at your Resort. What a great plan of accommodations and service.Geat peopletrying to make your stay A++. I travel often and this is one of the best Hilton properties on the East Coast.The rooms offer complete kitchens and other accomoidations that allow a "feel at Home" admosphere with spectacular views of the Atlantic Ocean We always look forward to staying in Lauderdale at this Resort...Top Notch...A once in a life time memorable stay.

Room Tip: Ugradeto a Junior Suite and get a Full kitchen ...just like home
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  • Stayed June 2012, travelled with family
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Helpful?
1 Thank Joe R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Philadelphia, Pennsylvania
Level Contributor
2 reviews
Reviewed 25 June 2012

I just returned from a week's stay with my wife and daughter at the Hilton Fort Lauderdale Beach Resort. All I can say is "WOW"! This hotel exceeded my expectations for hospitality, friendliness, and helpfulness. The staff was amazing; very professional, but so personable. They truly went above and beyond in their efforts to make our vacation as relaxing, easy and carefree as possible (everyone from housekeeping, pool and spa staff, restaurant and bar staff, transportation, Bell Service, and, most certainly, the Concierges). People actually remembered our names! This is truly remarkable in the fast-paced world we live in. Special thanks and kudos to Concierge Vikki-she made our stay. Food in the restaurant was also excellent. Look forward to going to Fort Lauderdale in the near future and staying at Hilton Fort Lauderdale Beach Resort.

  • Stayed June 2012, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Leonard S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Hilton Fort Lauderdale Beach Resort

Property: Hilton Fort Lauderdale Beach Resort
Address: 505 N Fort Lauderdale Beach Blvd, Fort Lauderdale, FL 33304-4109
Phone Number:
Region: United States > Florida > Broward County > Fort Lauderdale > Central Beach
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Fort Lauderdale
#2 Top resorts Hotel in Fort Lauderdale
#3 Spa Hotel in Fort Lauderdale
#4 Luxury Hotel in Fort Lauderdale
#4 Romantic Hotel in Fort Lauderdale
#5 Family Hotel in Fort Lauderdale
#5 On the Beach Hotel in Fort Lauderdale
Price range (per night): ₹ 9,817 - ₹ 28,870
Hotel Class:4 star — Hilton Fort Lauderdale Beach Resort 4*
Number of rooms: 374
Official Description (provided by the hotel):
The Hilton Fort Lauderdale Beach Resort is located on the shoreline of Fort Lauderdale's exclusive north beach, between the palm-shaded boulevards of Sunrise and Las Olas. The Resort delivers the refined elegance of beach resort living, with unique tropical amenities and upscale accommodations, much larger than a regular hotel. Our vision is to provide Distinct Personalized Service by creating unforgettable experiences for our well-traveled guests. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Hotels.com, Hilton Hotels Direct, Booking.com, Agoda and HotelQuickly so you can book your Hilton Fort Lauderdale Beach Resort reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Hilton Ft Lauderdale Beach Hotel Fort Lauderdale
Hilton Hotel Fort Lauderdale
Fort Lauderdale Hilton

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