Oh where to begin...this was an absolute disaster from the very beginning to the bitter end. It started with a late night arrival (guaranteed reservations) when we were told that 2/3 of our party (we had 3 rooms booked) did not have rooms; the front desk clerk used the excuse of the rain storms, but we later learned it was a doctors' convention and they overbooked the rooms. The rest of our family group had to be relocated to the Marriott which was about 20 minutes away. Because they are from Brazil and do not understand perfect english, we all had to go to ensure they were checked in (promised by the front desk at Il Lugano that everything was arranged). Good that the Americans went, as nothing was arranged and the Marriott folks were none too happy!! Well after a considerable time there and getting our foreign family situated and a 20 minute drive back, it was almost 2am by the time we got to our booked "suite" at Il Lugano, which wasn't a suite at all. But again...promises, promises. We were to be moved the following morning to the room we booked and paid for and the rest of our party would be upgraded as well...hhhmmmm....fool me once....(you know how this goes).
Needless to say, nothing was ready and the excuses continued. Oh, don't get me wrong, everyone was quite pleasant, but at some point pleasant doesn't make up for lost vacation days because of constant moving from hotel to hotel and waiting for rooms....the rooms were not even ready until 5pm!!! How ridiculous!! I have read reviews here about slow housekeeping and rooms not ready...management needs a serious wakeup call.
Then, after we return from shopping, remember I am with Brazilians, the rooms were finally ready, so everyone could go change and relax for a few minutes before dinner. OOOOPPPS, did I mention no upgrade, as promised??? Well, normally I would just blow that off, but after the lie about why rooms were not available at check-in and then waiting for another day for rooms, I thought this time I am holding them to their word!! In the end, one of the rooms was upgraded. Now let's go back to my room, which was booked and paid as a suite...what we ended up in was an "accessible" room. Now I have been in accessible rooms before and they are ok...not this one. The bathroom had metal equipment everywhere and flowed right into the shower with a huge bench. So you had to sit to shower and the water flowed all into the bathroom. Very poor architecture!! The shower was hand-held and the mirror was fine for someone in a chair, but for a 6'2" guy trying to comb or shave...not very compatible.
Then came the room service. Simple enough, continental and 2 egg breakfast with bacon, 2 OJ's. They managed to mess that up 2 days in a row and even had the nerve to call back to have us re-sign the bill for their records...really????!!! And they ran out of OJ....again....REALLY???!!!
Well, if that wasn't enough on our last evening we returned from a day of shopping, remember Brazilians, to find that both the bar and restaurant had closed well before 10pm. OK, I understand that if I am staying at a Hampton Inn (no offense to Hampton, because most are A-OK), but this is rated as a fine hotel. Completely unacceptable!!
Overall, I am quite ok with people making money, but not at the expense of customer service. Hire more housekeepers if that is what it takes to get rooms ready before dinner time and hire staff to man the bar and restaurant...yes, even if it is not busy. That is what a "fine" hotel does!!!
This place gets a Poor rating, only because the rooms are nice in general and the staff is pleasant, even when their hotel is failing its patrons. However, I will never return. It was a disastrous stay.
- Official Description (provided by the hotel):
- A masterpiece of contemporary design rising 15 floors above the Intracoastal Waterway, il Lugano Hotel is Ft. Lauderdale’s most fashionable address. Experience the height of exclusivity at this spectacular Fort Lauderdale Beach hotel -- offering ultra-luxurious suite-hotel accommodations and lavishly appointed private residences. Stay only minutes from the city’s financial district, shops, beaches, restaurants, and nightlife. Enjoy stunning Atlantic Ocean and waterway views, world-class amenities, and availability to arrange private dockage for yachts up to 50 feet. Travel to nearby shopping and fine dining establishments in our luxury Cadillac Escalades* (based on availability, fee may apply). Blending the style of the world’s finest boutique hotels and a dedication to flawless personal service, we are redefining expectations for Fort Lauderdale hotel suite accommodations. ... more less
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- Also Known As:
- Il Lugano Fort Lauderdale
- Hotel Il Lugano