I was very undecided on what rating to give the property. The hotel and most staff was extremely welcoming, however, the manager and some staff were very unhelpful.
My family and I flew into FLL airport to go on a cruise out of Miami. I called the hotel on August 30th around 12:00pm PST and asked what their shuttle fee was to take us to the Port of Miami. The person I spoke to at the hotel advised me it was $18pp round trip. I immediately called my husband to share the information. He asked if I was sure of the price, as it sounded very reasonable. He advised me to call again and confirm. I called once more and the same female who I spoke with confirmed the price and the port. I called my husband again and told him to cancel the reservation we previously made with Easy Express for $100. We thought it would be less hassle to have the hotel pick us up in their shuttle and take us to the port. So I made reservations to stay 2 nights after our cruise, since we wanted to explore Florida. We didn't know what time we would arrive into Fort Lauderdale so I didn't make hotel reservations for our arrival. We arrived at the airport on Saturday 1am, the same day of the cruise departure, the hotel shuttle picks us up. We arrive at the hotel, unload our luggage, tip the driver and check in. We then proceed to make reservations for the port. To our surprise, the total was $150 round trip for 4. I show my notes to person at check in. He says there is nothing he can do since the manager is not available. We have to pay the $150. I immediately ask him to cancel our check in and take us back to the airport. By this time it was probably around 4am. We were dragging our 2 girls (10 and 11) back and forth at that time with all our luggage. We arrived back at the airport, wait until 6am and call our previous driver. Luckily they were able to transfer us round trip at the original quote of $100.
I left Terrance, the manager, a message regarding my problem. He never called back. I called him again during our cruise. I explained to him how the hotel had given us wrong information and what we had to go through with our kids. He said, "All my staff has been here over 90 days. Is there anything else I can help you?" I asked him what he meant. He proceeded to tell me that his staff wasn't new and they wouldn't make that mistake. I advised him sometimes they are busy and don't pay attention to the customer so they could have made that mistake. He asked me again if there was anything else he can help me with. I was so upset at his attitude and I did not want to ruin my vacation that I just said no and hung up.
I would like to credit the other staff. They were extremely nice upon arrival and departure. No complaints there but shame on the Terrance.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
We're sorry to hear about the unfortunate experience you had. It's always our goal to provide accurate information to our guests and regret the misunderstanding. We are also very sorry if you felt in any way undervalued or disrespected when addressing your concerns. We will be in contact with you shortly to follow up.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.