Sun Tower Hotel & Suites — Hotel in Fort Lauderdale

My husband and I stayed at this location for our anniversary. We was having a great time up until the day before it was time for us to check out. Now, we had been up front to the office a few times. No issues. Now on this day my husband gets a call from the office from "The Manager" as she put it, (Allie Thomas). She said we needed to come to the office when we get back. Ok, we had just left to head out to start our day, traffic is crazy. So it took us like an hour to get back to see what she needed. She tells us our card only took out $50 on hold. Now remind you now, we spoke to the front desk like 2 to 3 times already and everything was OK. So I'm like no. Our stay was around $800.00, they actually took out over $1,700.00 because we used a debit card. We were ok with that. So, we show her. She proceeds to tell us that she tried to contact the person that checked us in and he's not answering. Then she says we're going to have to come up with more money, in her words $740 or more, I know it was $740 plus. She was so unprofessional. I'm like oh no we will not. Telling her she better check her system and see what's going on with there end. She constantly going back and forth saying she's been there for 7 years and she is the manager, basically she knows how to do her job. Ok, I've been in management also and this is not how you talk to customers and this is definitely not how you handle this situation. I told her what she should have done was talk to the person that checked us in, look into your system and then reach out to us. She had already tried to charge our card another $740 plus again, without getting all the info. We was like WHAT. This is ridiculous, how are you a manager. I had to say again, you talk to the person that checked us in and look onto your system. I'm like, you could have told us this over the phone and could have just handled this when we got back. She says, "Do you know how many people we've called with payment issues and they don't come back. Thats why we dont talk about the issue over the phone. OH MY, what are you trying to say and what does that have to do with us. We go back and forth some more. Then she says, "you could have asked me what I needed when I called you." I'm like, I thought you just said you don't speak about payment issues over the phone. Her face goes blank. I had to walk out. My husband is calm, she tells him the person that checked us in gets in at 3, we will call yall back once he gets in. Here we go: Never got a call. We go down to the office around 4, the person at the front desk tells us, we are all good, it was something on there end and The Manager Allie Thomas was supposed to take care of us. I guess for the mess she created and had just put us through, again on our anniversary. I really felt as if it had something to do with RACE. Never no apology, no call or nothing. Allie Thomas needs training. She handled this situation so wrong and again couldn't even look at us and apologize. Now we checked out earlier Sunday morning like 1:30AM, we had a 10 hr drive. That Monday we was charged another $740. We had to call the bank. They had all our money on hold. It took them 4 days to get it right. There is no corporate to call, one person over Allie and then the owner is there. I really think we spoke with the owner the first day we arrived while waiting to order our food. If so, he was really nice. I would really like to talk to someone over Allie, this was a really bad experience and I hate how she messed up our time spent with all her issues.

The hotel was nice. Need a few upgrades. Now the food was...

Sun Tower Hotel & Suites is truly a hidden gem! No regrets, no complaints, not a single negative thing that comes to mind during the stay.

The property is right on the beach, every room/suite is oceanfront! That's the first selling point out of many more. Beach chairs and umbrellas are set up and ready for use early in the morning. If you are a sunrise person, the staff will proactively set up the chairs and umbrellas ahead of time without any hesitation so that you can peacefully enjoy the sunrise.

The heated pool was a perfect way to relax and end the day. The staff was kind to bend the rules and let the guests enjoy the pool even during after hours.

The property is steps away from the beach, which of course meant beautiful views! The patio was quite spacious and the perfect way to relax and sip on margaritas while watching the waves crash!

You must visit the restaurant on-site: Sandbar Grille - delicious food, friendly and courteous staff, and again it's right on the beach so a phenomenal view!

The property's cleanliness is maintained, rooms are up-to-date and well-furnished. Parking is available and on the property. The staff ensures that your vehicle will have a parking spot no matter what time of the day or night you arrive.

Last, but definitely not the least, the staff at Sun Tower. Special shout out to the friendliest staff EVER: Amanda, Allie, Nick, Josh, Christine, plus housekeeping and Sandbar Grille staff.

Before even making the reservation, the phenomenal customer service by the staff on the phone made the decision to choose Sun Tower so simple and easy. Nick and Josh were extremely attentive and patient in answering all the questions prior to finalizing reservations. Needless to say, no disappointments upon checking-in. Greeted with a warm welcome by Allie, and how endearing it was when Allie personally dropped by to say bye as she wouldn't be there at check-out! Amanda, the front-desk manager, helped make the reservations and applied the discount available at that time. Who doesn't like discounts?! Speaking of which, making amendments to your reservation is very simple and hassle-free. You can rest assured that if you book directly through Sun Tower, the staff will facilitate any changes you need to make.

The staff at Sun Tower really do believe in treating their guests like family, Sun Tower and their staff really make their guests feel at home during their stay. THANK YOU SO SO VERY MUCH!! Fort Lauderdale was quite a pleasant experience and it wouldn't have been possible...

Despicable customer service from ALLIE the front desk manager. Our reservation was September 26-27, 2024.

One day before the reservation, September 25, Florida received official declaration of Hurricane Helene. My White Coat Ceremony in Ft Lauderdale was also cancelled due to the hurricane. I called and spoke with Allie and asked if the hotel was allowing cancellations in regards to the hurricane. Allie said "No. The cancellation window has passed and the hurricane is not likely to affect their hotel location. Other guests have already called the hotel about their flights being affected, so you are not the first person." A few hours after the phone call, Ft Lauderdale mandated that schools were closed Sep 26 and 27, the city is now under a tropical storm watch and tornado, with expected hurricane and possible closing of beaches.

Please help me understand the lack of consideration for the safety of their guests and employees.

Allie went on to tell me the only option she can offer is to move the reservation to a future date but that would make the reservation non-refundable and that she can only move the date one time. My response to this: the reservation is already non-refundable so really you are only giving me a date change. But how can I give you a date when I do not know what the conditions will be after the hurricane and you require that I give you the new date right now.

I decided to go forward with the reservation when Tampa received mandatory evacuation. When we arrived at 3pm, it was torrential downpour at the hotel and their amenities were closed: no beach chairs, no towel service, signs in our room telling us to keep the patio doors closed. The city had patrol cars on the beach telling people to get out of the water. So again, tell me are these safe conditions for a beachfront hotel and should the hotel have responded better to the situation by allowing guests more flexibility to move their reservation dates?

Allie even told me that the hotel is offering no resort fees this week "to sell out rooms for the season". It gives the impression of profit focused. Unacceptable, considering their actions during Hurricane Helene.

I have received much better customer service from other hotels in the past during situations like this where they have gone above and beyond to move reservations including giving a full refund past the...