The Westin Fort Lauderdale — Hotel in Fort Lauderdale

This hotel is a prime example of why robots and AI will be taking these lower rung jobs of society. Honestly it’s sad for those that need on ole societal “leg up” by the bootstrap existence because it won’t be here because of the experience that I am going to explain to you right now. On a positive note to the CEO of Westin, the champagne at check-in is an amazing touch!! Very wonderful. Keep that up as that might be the only reason I continue to pay to stay at these properties. Also on a positive note, the sweet women working the bar alone in double time to get food orders, serve drinks and have a great fun attitude for all the customers should be working at your front desk. As a guest I’m up in my room after a long day of outdoor activities for my vacation which was outstanding. I then come to the hotel to take a nap, field work phone calls and emails and I’m finally ready to order from room service do a movie and drift into the American night with media and my phone. I was already undressed and was going to end the night with an amazing shower- luxury face products and prayer. Unfortunately my plans came to a screeching halt due to the wiles of understaffing and the incompetence and poor attitude of one lone desk attendant. So I reach for the phone to call room service while digesting the latest news on the governmental dodge of the Epstein Files. For 20mins between 6-8 callings by me it rings….and rings…..and rings. No one answers the desk line or the room service line for 28min. I finally give up in frustration, put on my clothing and go downstairs. I then wait another 17min in line behind a guest checking in while a desk attendant whom should never be recommended for work in a crisis situation moves with the speed of a sloth through check-in. Once he checks the person in, I inform him about my long attempts to call with no answers and then he informs me that it was not his fault as he was the only one at the desk. I immediately inform him that as I am not the scheduling manager nor the CEO of Westin, it’s not my fault either and I do not care about explanations only my results as a customer- with the quickness. Then Mr. Front Desk with the speed of a sloth, informs me that to order room service I could not dial 0 as was written on the menu but I needed to place an order with him. He writes my order on the back of a white piece of paper in black sharpie and claims he will put it in. Then he goes on to check two guest in without placing my order. In what universe is it ok for me at 8pm at night to wait an hour for some sloth/desk worker to place my order and then another 45 for them to cook it. I walk over to the restaurant and place my own order. I double back to the front desk and tell my favorite sloth/service worker that l already have placed my order. I now sit here waiting for my food starving and hungry NOT upstairs having room service and enjoying my daily digest of my president’s movements and actions, other governmental melee and the antics of local or national criminals. Well I have received my food in a timely fashion and I am signing off for the night. Thank you to the hard work of the bartender and the food service staff and no thanks to the suited, snooty and sloth speed front desk member who ruined this entire experience. Also, I did not get my drink with my food order....

Spa customers apparently aren’t a priority and there is a major lack of communication within the Spa department which is not only infuriating but unprofessional.

If I decide to keep my appointments for this Friday, I hope the experience inside the spa and with the staff can trump the experience I have had thus far. My rating currently is solely due to the level of customer service and lack of communication via the staff. This review is to hopefully open the eyes of management so changes can be made to better a customers experience in the future.

I made a couples massage and facial appointment for this Friday a week ago. Prior to booking an appointment, I called to inform the staff I was booking an appointment the Friday of Valentine’s Day and I needed to confirm we could use the hotel amenities after our treatment (i.e the pool). I was told yes, as long as it is not a Saturday or Sunday. I called again the next day, after booking to confirm a second time- same answer. When confirming my appointment with the Spa manager today via a text I received form them, I asked for confirmation (a third time) that we were still set to use the hotel amenities. I was then informed that they could not guarantee us access since the hotel is fully booked, “Overnight guests come first as they are our top priority.” That is a poor choice of words. I am spending $600+ in your Spa and spa guests that bring money into the hotel should also be deemed a priority. Granted, I fully understand if I was a guest at the hotel- for the weekend, I would want to be treated as such but there should be accommodations for ALL paying customers. Out of the THREE times I confirmed with the staff that we would be able to use the hotel amenities, why didn’t a single person mention “as long as the hotel isn’t fully booked” OR “yes, but if overnight guests are waiting for a seat at the pool, you may be asked to leave” OR “yes, but we cannot guarantee it. I took off work on Friday, thinking we would have the whole day as indicated three times. If I knew otherwise, I would have booked for a less busy weekend, not taken the whole day off work or booked a hotel room. Now it’s too late. Here are my suggestions: 1. If there is always going to be a contingency with the confirmation provided to your spa guests, provide timed pool passes with each service. For Example: a pool pass for two hours before or after your massage, facial or treatment. That way, it doesn’t not take away from the hotel guests but it always can accommodate your other paying customers who utilize your services. 2. Train the staff to answer questions properly without leaving room for interpretation or miscommunication which leads to an unhappy customer. It’s experiences like This that lead to a loss of potential business and taints the view of not just one part of the hotel but the...

I almost never leave reviews, but my stay at The Westin Fort Lauderdale was nothing short of an emotional rollercoaster. Anyone considering staying here should read this first.

Disappointing Start Immediately upon arrival, I was disappointed. I had spent weeks arranging a surprise in our room for my boyfriend’s birthday — calling a representative two weeks prior, following up that week, and messaging through the chatbot to confirm. When we arrived, nothing had been set up. They said they were “just now writing the card,” which was far too late. I was extremely disappointed.

The hotel did compensate us with two free breakfast vouchers, which I greatly appreciated. Later, returning from dinner, we found champagne in our room, which made me happy. We enjoyed the breakfast, our room, the gym, sauna, and pool amenities, and the cleanliness was impeccable. I even personally thanked the manager for all they did — I genuinely appreciated those efforts.

Theft and Shockingly Poor Security Then, this morning, everything changed. We left to get breakfast and use the gym, and when we returned, my wallet and sunglasses were stolen from our room. I immediately freaked out, canceled all my cards, and called the hotel.

Their response was shockingly unhelpful — there are no cameras in guest rooms (understandable), but none in the hallways either??? I could not believe it. What kind of sense of security does that provide? God forbid something worse happened — there would be no trace.

I filed a police report and called the hotel again. After a very direct conversation, they said they would review the key card entry records to see who accessed our room between 9–11am. However, since no manager was present today, I have to wait until tomorrow for updates.

Financial Loss and Lack of Compensation This entire ordeal means that $320 of my hotel stay was essentially wasted, and I was shocked that the hotel didn’t offer to comp my stay or provide any additional value. Barely even an apology was offered on their behalf.

Conclusion As we drive 3.5 hours back home, I am without my license, credit cards, gift cards, and my favorite sunglasses — a stressful, inconvenient, and upsetting situation. While I had hoped my stay would end on a positive note, I am leaving with a terrible distaste and no desire to return, purely for safety reasons.

It’s such a shame because the hotel itself — the amenities, cleanliness, and service when it works — is genuinely pleasant. But if safety and security are important to you, or if you want a special surprise set up in your room, do...