Hollywood Beach Suites + Hotel — Hotel in Hollywood

Edit after reply from property:

There is apparently a character limit here so I can't post the reply I wrote addressing your points individually so I'll only say:

As I very clearly explained in my original review and in person, this fee was not disclosed to me at any point before, during, or after the booking process until I was at the property. I've very clearly detailed all the documentation in question and in fact showed most of it to your front desk agent, who took pictures. This fact is not in question but I'll be happy to send it to you too if you'd like. Further, if this fee being due upon arrival is the "standard procedure" you argue it is, how did it manage to be prepaid and not due upon arrival on the subsequent reservation, which was also booked through the same channel in the same manner, as you acknowledge later in your reply?

My original review was accurate and this serves to further expand upon it. The fact that you refuse to acknowledge that either the hotel, hotels.com, or some combination thereof had a pricing error that caused this situation and instead choose to misstate the facts and attack, insult, and demean the customer in this situation boggles the mind.

--Original Review Below--

I had a one night stay at the Hollywood Beach Rooms & Suites planned, booked and paid for on hotels.com.

Upon arrival at the hotel around 9:30pm the front desk advised that there would be an additional "hotel fee" I had to pay before check in.

I explained that there was no additional fee disclosed at any point prior and I would not be paying it.

Hotels.com displays the total price including all taxes and fees upfront and specifies what is "Due Today" and what is "Due At Property" several times during the booking process. The only thing due at property for this booking was an authorization hold for incidentals.

The additional fee the front desk demanded:

-was not disclosed during the booking process

-was not shown on my booking confirmation

-was not shown on my booking confirmation email from hotels.com

-was not shown on the "fees and details" page

-was not shown on my check in email from the hotel itself

-was not shown on my paid in full receipt

I showed all of this to the front desk person, who indicated that the manager had been contacted and said if I didn't pay the additional fee I couldn't check in.

If there was in fact some fee that hotels.com should have charged and didn't, that's between the hotel and the vendor, not me as the customer.

Instead of doing the right thing for the paying customer standing in front of them, they chose to leave me without the room I paid for, without a refund, and without so much as an apology.

Interestingly, I had another booking at the same place the next night on a different reservation and had no issues. However, based on how unbelievable horribly I was treated the first night this property will never see another of the 30-40 hotel nights I average annually in and around Hollywood Beach.

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I am a bit disappointed. This location received stars for two employees at the front desk (though i saw four different people throughout my stay) with great customer service, location, and my ORIGINAL room. However, they lost point for me my last night and the deception to follow. For context, I traveled here for work, and originally reserved a room Tuesday- Thursday. I extended my stay an extra night into Friday due to hurricane Milton. When I made these new plans that wednesday, I had made a new reservation as the person at the front desk told me to. They said “just come back in the morning to give the new deposit, let them know you want to stay in the same room, and you will be set”.Sounded easy, but it wasn’t. I stopped back in Thursday morning to do exactly this and was told my room needed to be moved due to the fact it was reserved for that night. Had this been looked into and confirmed the day before when they made it sound easy I would have been prepared with my things packed and instead I had to rush and was late to my work event getting my things across the property into the new room. The young woman at the desk Thursday who was not the one from the day before was very kind and tried to help as best as she could. Long story shorter, the room was a TOTAL downgrade. Many reasons. Size, accommodations, location difference, cleanliness, etc.I was not happy. And on top of that, shower water was freezing both Thursday night and Friday morning. While I don’t fault them as I did not let them know for it to be fixed, shouldn’t have to especially late at night and early in the morning for just one stay. After my stay I got an email requesting feedback. Rather than coming straight to google, I brought my issues there first. Explained everything, and they said my additional reservation was for a different room. No it was not. My first was accessible for handicaps, second wasn’t, but there was no mentioning the description for either when i booked online. Both labeled “two peas in a pod”. Same description, same thumbnail photo, same standard price (though my first res was through Expedia so maybe less than ten dollars more). They tried to bs me with some made up excuse thinking I would not catch on but I did. While I somewhat appreciate the offer of a discount for a future stay (only offered because I requested a refund on my last night or some sort of reimbursement), I think the deception and lack of accountability goes without saying I...

My husband and I travel on one vacation a year and we unfortunately booked this hotel to end the last night of our vacation (to accommodate an early flight). I say unfortunately simply because it was an awful experience…

I thought it was harmless that our room (bathroom and bedroom specifically) abutted the Taco Shack out back, but was I in for a treat! We were forced to listen to incredibly LOUD bass and the repetitive beats of the local DJ until 2AM… Come to find out, we actually were literally right next to the DJ booth!

In all honesty, I am still young enough to appreciate music and people having a good time, but the entire room echoed and the walls vibrated until the wee hours of the morning. Not getting any sleep was the worst way to end a vacation.

To make matters worse, we called the office several times to inquire about the music, but were told that it would turn off at 11PM. Obviously we called back after 11PM and the line went dead after several rings, with no option to leave a voicemail. I am going to take a guess that they assume people that call after that time are inquiring about the ruckus out back (and don’t necessarily pick up). It would have been nice to at least have been given the heads-up or the option to have another room (from the start), especially if we weren’t planning to rage hard ALL NIGHT!!

I know I will most likely receive some canned apology under my review, as well as maybe a lie or two saying I was offered a refund, but this was not the case at all. We requested even a partial refund, but were told that they would not be able to do that. They instead offered us a “discount” on our future stay, but WHY WOULD I WANT TO GO BACK? I couldn’t even imagine being paid to go through that again. Even more so, I couldn’t imagine if I had small children with me, or anyone that can’t cope with less than an hour or sleep.

ugh.

update to review based on feedback from hotel I was not offered to switch rooms and I mentioned that very clearly in my initial review. I did not check in early, because the rooms weren’t even ready until after the check-in time of 3PM. I DON’T HAVE KIDS! {Love the canned responses though…} In addition, I obviously didn’t check out late, because if you noticed my initial review said that I only stayed at that hotel “to accommodate an early flight” the next...