Check-in was eventful. I gave the clerk my credit card and ID when approaching the check-in desk. She fumbled around for 5 minutes and seemed as she was having difficulty. Somehow, she thought I was someone else, as she gave me their check in documents to sign.
I was NOT greeted as an IGH Rewards Platinum guest. After another 10 minutes to get that straightened out, was told a room was not ready. It was approximately 2:15 and check is advertised as 3pm. About an hour later, another agent found us waiting and indicated our room was ready. The lobby is tiny with little seating, so be prepared to wait in the 90 degree heat while your room is prepared. The hotel did provide 2 complimentary drink coupons to be used during my stay.
The hotel and room was very modern and tastefully decorated. The corridors and furniture/doors/cabinets in the hotel room are pretty beat up and shows signs of significant wear and tear. The bathroom was spacious and shower was awesome. (NO bathtub)
The in-room safe did not work, and took several trips over several hours to be fixed. Numerous light bulbs were burnt out; these took 3 days to get replaced. The maid removed dirty glassware, coffee cups, and plates from the room each day, but did not replace them with clean ones. At the end of the 3rd day, there were no cups to brew coffee in. The maids also missed removing trash from the room 2 of 3 days of my stay. The front desk was notified and failed to have these items corrected.
The room air conditioning turns itself off half way through the night. You will wake up sweating and your room at 80 degrees or more.
The bass from the loud music at the pool will shake the windows in your room for several hours after 11pm while you beg someone to turn it off. You will get 20 dumb responses every time you ask.
On the second day, I tried to use one drink coupon, and sat at the bar for 15 minutes before being acknowledged by either bar tender. When I was greeted, he told me it would be at least 5 minutes before he could take my order because they were very busy. Not worth waiting or begging for a free drink, so I left. The next day, I tried to get a bloody mary with the coupon, and was told that, and about 20 other things were not allowed.
Happy Hour at the hotel restaurant advertises food and drink specials. The $5.00 menu is ok, but attitude of the hostess and server are absolutely worthless. Terrible service too…..had to beg for water refills and never checked to see if we wanted to order anything additional or asked how the food was. I was scolded and the beer I just bought in the pool area was confiscated because they do not allow “carry ins”.
The restaurant staff was different the second day, so I decided to try the place again because the shrimp tacos were good. The server told me I had to order alcoholic drinks for everyone that was going to order any of the food specials. I think this place makes up rules and restrictions day by day based on how nasty they want to be. On top of it all, they automatically add a 20% gratuity to all checks.
Parking is $35 per night, plus 9% tax.
Overall, hotel staff and their fake friendliness are very poor. Their ability to address issues or concerns is zero. Restaurant service and staff are not tolerable. Poor all the way around.
The Fountainbleau is offering great price ocean view rooms with free valet parking and a $50 poolsid...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for your comments and feedback on your recent stay. Constructive feedback is invaluable to us and we appreciate that you took time out of your day to share your thoughts and experience and thank you for being an IHG Rewards Platinum member (formerly Priority Club). We will look into each of your concerns and address with each department head to ensure that items are resolved immediately. As we want to ensure that our guests stays are our number one priority. Thank you again and we hope that you will allow us another opportunity to host you again.
All the best,
Director of Sales & Marketing
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.