The Atlantic Hotel & Spa — Hotel in Fort Lauderdale

This hotel is in a great spot on the beach and has a wonderful view. The rooms are large and attractive, as was the bathroom. However, our toilet was a slow flow flush that DID NOT flush. Nothing goes down it. We called for maintenance on the toilet multiple times. The first time, they came very quickly and the gentleman was very nice, and confirmed that this is a consistent issue at the hotel. The next morning, I called at 8:30 and was told someone was coming up to maintenance the toilet and to bring 4 more pillows (the pillows were worse than hospital pillows, flat as a board with no filling so was hoping 4 extra pillows may suffice!) We held off on showering and getting ready for the day, as we were expecting maintenance to come into the bathroom area. No one arrived so we called again at 9am. Someone came and dropped off one pillow and some towels soon after, but no maintenance. We needed to use the bathroom and get ready for the day so this was very frustrating. We were already on the fence with checking out early as the bed is hard as a brick and we got no sleep the first night. We called again around 10am for more pillows and maintenance, and finally someone came to service the broken toilet but we did not receive more pillows. The gentleman fixing the toilet was very nice and also said, same as the man the night before, this happens all the time and he wishes they would get appropriate toilets installed. We went to the desk and said we needed more pillows and would like to see if we can be switched to a room with a working toilet and a comfortable bed. The gentleman at the desk said that the manager was in a meeting so that they could not help us with that at the moment. This was around 10:30am.

The hotel did not call us back until after noon time with any sort of try for a resolution. They showed us another room with the exact same bed and the same toilet that barely flushed. We still did not receive more pillows, they said they'd bring some right up. No pillows came. We said we can no longer stay here with a broken toilet, rock hard bed, and without receiving extra pillows.

We decided to check out early and go elsewhere. I asked for a refund as we had paid in advance for the nights we were staying. The woman at the desk said we needed to take it up with Expedia, who we booked through, that she had nothing to do with it. We called Expedia, who told us that the hotel needed to be the one to process a refund, and Expedia called them to get one. The same woman told Expedia that she would not allow a refund because it was too late to checkout, and that we had never called to ask for the toilet to be serviced. Which was completely untrue. We had Expedia call back and share the times in which we did call (which were all visible on my call logs for exact time) and she still argued that we would not receive any refund because it was after check out time.

Some staff members were wonderful and kind, a few others were incredibly rude and refuse to allow us to be refunded even though we did not stay there due to a broken toilet, a rock solid uncomfortable bed, never receiving pillows when asking multiple times to try to make the best of the terrible beds, and we had attempted to contact management before checkout time. I am incredibly disappointed in this experience and having worked many years in customer service, I am totally appalled at the way that this situation was handled. There are many hotels in the same price range that had much nicer staff, working toilets, and a comfortable bed, without employees trying to trap you into not attempting to pretend to resolve your problem til after checkout time so that they can get another night of money out of you along with the other additional $45 resort day charge that we paid for I guess chairs that are already out at the beach? Definitely wouldn't recommend this place, especially with better hotels and service...

I have stayed at this hotel 3 times now and have never one time had a single issue until our last visit.

My husband and I checked in on July 24 and stayed until July 28 and loved our room. We were oceanfront with a huge balcony, the room was clean, had a massive shower, it was literally perfect and everything we could've dreamed of having.

On July 26, my husband and I went to Orlando for the day & were returning back to The Atlantic the morning of the 27th. We did not check out, we just booked another hotel to accompany us so we didn't have to drive back that night. After we checked in at the Hard Rock Hotel, we decided to look at our credit card because we had allotted a specific amount for spending. To our surprise, we were charged $1,120.00 from The Atlantic. I called the front desk immediately and spoke to Khalil who is extremely unhelpful. He kept the same monotone attitude and honestly, it seemed like he couldn't care less that the hotel had charged me over $1,500.00 at this point ($400 at check in for incidentals). I asked for him to send me everything he told me in writing - about a glitch in the system that recharged me for a completely paid in full trip. Instead, he sent me an email telling me that someone may be able to help me and get the $1,120 released to me, but I need to provide him my banking information and accounting number. That didn't sit right with me because my card was already on file and they had no problem charging it.

When we arrived back, I went to the front desk and spoke to the most amazing receptionist, Nikita. She genuinely wanted to help me & I could see that. I told her I was apprehensive about providing my information in an email and I would like to speak to the person who was going to help me. Unfortunately I couldn't get in touch with them because it was late afternoon on Friday. She took my information and the email that I received and sent it to whomever was supposed to reach out to me.

We checked out on July 28 around 8:00 am to make our flight home. Niketa checked us out and told me again that she would make sure I was contacted (I believe she did do this - she was so helpful & I'm so appreciative for her) and asked if I wanted a statement. I told her yes. When we got to the airport, I pulled it out of my purse to look at and once again, there were more charges on there outside of the resort fees ($45 a night and you cant even use an umbrella on the beach without paying for it!) and $45 per night valet charge... (you don't really have a choice, there's nowhere else to park) - $263 for an "ecommerce fee" - no idea what that is.

It is now Tuesday and I have yet to hear anything and ALL charges are still on my account. I just called to speak to someone and guess who answered? Khalil! Once again, no help. He transferred me to the accounting manager to leave a message, but it is hard to do that without a voicemail.

Overall I am completely frustrated that I am owed this money and cannot get a single person outside of Niketa to help me. Unfortunately this was our last time staying there and we will be looking for somewhere else to stay next time.

the service stars are 100% only because of Niketa - she is a 5,...

My room location was great. But the rest of the stay was the worst I have ever had. I booked in January for this past weekend 10/18-10/20 and got what was a good deal;however, that was not the case. They charge a resort fee of $45 per day plus the tax for the following items: wifi open to whole hotel so not secure!, airline boarding pass printouts, business center access, pool and hot tub access, fitness center access, pool & beach towels, beach chair, in-room coffee, and 2 bottles of water. Oh and supposedly bikes, there were only 3 bikes out front! Which should be part of the hotel nightly room rate. If there’s no way around it then it should not be separate. I was only there for a wedding and only used coffee maker. I would have walked to get coffee if it was an option. Then you have nightly valet that again is not an option. No self-parking. Ordered food at restaurant in hotel but no room service so I had to go pick it up and again automatically charged $9 tip for no one to deliver it to me! Now to the room, the remote for 1 of the TVs did not work so had to use the 1 that did work back and forth between rooms. Then there was hair in the bathroom sink along with some pieces of plastic or soak in the shower. The jets in tub didn’t work properly either so couldn’t use the tub. The beds are harder than a rock, so firm as firm can get, and that hurt my back and the pillows were so flat there might not have had any. And finally when checking out, luckily I asked for a full itemized bill not just the resort and valet fee breakdown to find out that I was overcharged from my reservation for my room. Then I also booked my brother’s room. I had originally had a king ocean view room; however, a sitter could not be found so I changed to 2 queen suite city view. I couldn’t check in for my brother though I was paying so I couldn’t see the room prior to settling in. I had to find out later after rehearsal dinner that the room had 1 bed in room with pull out couch. When I went to say something after the dinner, I was told I had to speak to the manager the following day. When speaking with manager, Khail, he kept saying that is what was booked. That since they use a call center reservation so I didn’t talk to someone at the hotel that there must have been a misunderstanding between reservation person and myself. He would not heard that I spelled out confirming there will be 2 queen beds, not counting pull out couch. Khail did nothing and of course I paid more for the so called suite. The lack of caring at this hotel is ridiculous. Born and raised in S FL and they don’t seem to care about anything relating to customer service. The only person that seemed to provide any customer service was from the valet attendant Josh. He was the nicest and friendliest of anyone at the hotel. After this experience, you couldn’t pay me...