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“Worst Service Imaginable” 1 of 5 bubbles
Review of Boca Raton Resort, A Waldorf Astoria Resort

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Boca Raton Resort, A Waldorf Astoria Resort
Ranked #2 of 27 Hotels in Boca Raton
Certificate of Excellence
Charlotte, North Carolina
Level Contributor
33 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 49 helpful votes
“Worst Service Imaginable”
1 of 5 bubbles Reviewed 20 July 2014

It is a shame to spend time at such a spectacular property and encounter such awful service. We went for the weekend and loved the setting. The beach is beautiful, the architecture and landscape are truly amazing. The views are breathtaking. However, the operations, the management, the staff ... are generally TERRIBLE! We had to remind our server at dinner that we were at a 5 star hotel, as he muttered under his breath and seemed to dread having to serve. While the food that we ate was delicious, the manner in which it was presented, the attitude of the staff ... was disastrous. It was as if no one cared, as if no one on staff had any experience working at a luxury hotel ... it was all quite strange -- especially since this is part of the Waldorf Astoria brand. We expected so much more but were sadly disappointed and will not return. There are just too many other superb properties in South Florida that we cannot imagine giving business to this hotel. Wish it was not the case but ... overall a bad experience.

  • Stayed July 2014, travelled with friends
    • 4 of 5 bubbles
      Location
    • 2 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Service
Helpful?
5 Thank GlobalGuyMiami
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boca Raton R, General Manager at Boca Raton Resort, A Waldorf Astoria Resort, responded to this review, 23 July 2014
Good Afternoon,

Thank you for taking the time to tell us about your experience. I am devastated to learn that you received poor customer service during your stay with us. As a traveler myself, I understand how quality service can really go a long way in a business. We are looking into the specific examples you gave and will be conducting a training refresher on luxury service. I am going to follow up with you in a private message to discuss further and make things right.

All the best,
Kelly Vohs
General Manager
Boca Raton Resort & Club
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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3,039 reviews from our community

Traveller rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (721)
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English first
McKinney, Texas
Level Contributor
26 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
1 of 5 bubbles Reviewed 19 July 2014

Diamond member with Hilton. It was our 30 year anniversary and we decided to stop over in Boca from our Belize visit. We visited this hotel on 2 previous occasions over the past 5 years, and had a good experience. This visit was a disaster. We used over 500,000 Hilton points for 3 nights. Booked a specific room in the renovated Tower 6 months in advance. Upon arrival at 8:00 p.m. our room wasn't ready. That was bad enough, but when they put us in a different area of the hotel, we immediately contacted the manager. Of course they did not have a room available in the Tower. They did attempt to accommodate us by providing access to the Executive Lounge. The bar staff was rude including arguing about our Diamond privileges. We just felt like 2nd class citizens during the entire stay. After sending a complaint to the hotel after our visit, they offered us 2 free nights. Why would we want 2 free nights of poor service?

  • Stayed May 2014, travelled as a couple
    • 1 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Rooms
    • 1 of 5 bubbles
      Service
Helpful?
6 Thank keith r
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boca Raton R, General Manager at Boca Raton Resort, A Waldorf Astoria Resort, responded to this review, 23 July 2014
Keith,

Thank you very much for taking the time to tell us about your stay, and thank you for your loyalty to the Hilton brand. I sincerely apologize for the service you received at the Boca Raton Resort & Club. All guests at this resort deserve 5 star service. I do hope you will give the resort another chance. Despite the issues discussed in your review, I hope you had a wonderful 30th anniversary.

All the best,
Kelly Vohs
General Manager
Boca Raton Resort & Club
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Summit, New Jersey
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
5 of 5 bubbles Reviewed 17 July 2014

service and grounds were excellent. the best fitness center ever at a hotel. Shuttle to beach club, good resturants, like the beach bar and bar at the resturant. Pool was small but grounds were beautiful, great bar at beach club and lots of water sports offer, with full golf course.

  • Stayed July 2014, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Waldorf Astoria

Helpful?
Thank Suzie911
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boca Raton R, General Manager at Boca Raton Resort, A Waldorf Astoria Resort, responded to this review, 18 July 2014
Suzie,

Thank you for your review! I'm so glad that, even though you were traveling on business, you had a chance to experience our fun activities like water sports and golf. We look forward to seeing you agan next time!

All the best,
Kelly Vohs
General Manager
Boca Raton Resort & Club
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
tel aviv, Israel
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 17 July 2014

The resort is beautiful and have all the facilities you can think of. Every thing is very clean and beautiful. The staff is extremely kind. Perfect resort for couples and families. Excellent value for your money.

  • Stayed July 2014, travelled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Review collected in partnership with Waldorf Astoria

Helpful?
1 Thank Perl L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boca Raton R, General Manager at Boca Raton Resort, A Waldorf Astoria Resort, responded to this review, 18 July 2014
Good Afternoon,

Thank you so very much for your comments. I am so happy you had a positive experience at the Boca Raton Resort & Club! We hope to see you again soon.

All the best,
Kelly Vohs
General Manager
Boca Raton Resort & Club
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
42 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
4 of 5 bubbles Reviewed 16 July 2014 via mobile

Check in was horrible. Room not ready way past 4pm. Front desk were good soldiers and did what they could to accommodate me and my three sons. Gave us a room to wait in while our tower suite was made ready. I was fit to be tied by 5:15pm.

$100 food credit and two room movies helped ease the pain.

Otherwise, summer off season construction was fully involved. Lobby was being refitted with new tile.

Tower junior suite was awesome. Great view of the Atlantic and Intracoastal from 23rd floor. L shaped and roomy.

My boys enjoyed the pools and when they were late returning from the Beach Club, security was on the ball in minutes. Located them and sent them to our room. Mobile phone was dead.

All in all our event was nice and I recommend this resort. Good summer rates too.

Stayed July 2014, travelled on business
Helpful?
Thank Michael M E W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boca Raton R, General Manager at Boca Raton Resort, A Waldorf Astoria Resort, responded to this review, 18 July 2014
Michael,

Thank you for your review. I'm sorry to hear about your check-in experience. I understand that when you arrive on vacation you are looking to get settled and start relaxing. I hope this didn't affect your stay too much. I'm glad security was able to help you locate the kids and get them home. I hope we'll have the pleasure of welcoming you back again soon.

All the best,
Kelly Vohs
General Manager
Boca Raton Resort & Club
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Minneapolis, Minnesota
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
4 of 5 bubbles Reviewed 16 July 2014

In case you've read a bunch of these reviews and are wondering if the service is great or bad, the rooms outdated or fabulous, or the food is excellent or overpriced - the answer is all of the above. The service was either amazing-over-the-top excellent or nonexistent. There were times when people were going above and beyond to make you comfortable and help out and others where you couldn't get a glass of water if you were on fire.

  • Stayed April 2014, travelled on business
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Kris H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boca Raton R, General Manager at Boca Raton Resort, A Waldorf Astoria Resort, responded to this review, 18 July 2014
Kris,

Thank you for your feedback. I'm disappointed to hear that the hospitality you received at the Boca Raton Resort & Club was inconsistant. At a five-star resort you deserve the utmost attention and friendliness from the staff. This is something we are really working on with our team to improve, as I realize just how important it is. I am very sorry this had an impact on your stay. I hope you will give the resort another chance next time you travel to South Florida.

All the best,
Kelly Vohs
General Manager
Boca Raton Resort & Club
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Parkland, Florida
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 14 July 2014

From the moment we passed through the front gate, we knew our experience at the Boca Raton Resort was going to be special.

My wife and I, who live in the area, spent the weekend at the resort to celebrate our anniversary. Each staff member, from the car valets, bellmen, front desk and especially Dustin our concierge, was incredibly friendly, helpful and wished us a happy anniversary.
We stayed in the yacht club section of the hotel and our room was beautiful with a fantastic view from the balcony overlooking the marina and Lake Boca Raton. The room was spacious with a separate seating area and second TV. I only have two minor issues with the room. The old ‘tube’ TV in the seating area is a bit at odds with the large flat screen on the bedroom side. Also, the mini-bar, kind of an old fashion concept, would be something that can go. Dedicating that space to a small fridge would have been a big improvement. But these are nitpicks, the room was very nice.
The property over all has all the modern amenities, while maintaining the feel of the historic Boca Raton site that it is. Beautiful and well maintained landscaping and comfortable public spaces to sit back and enjoy the ‘vibe’. Also wanted to mention the incredibly well equipped gym and friendly staff, that made our daily workout another part of the vacation.
The biggest draw for us was the staff. While the facility itself is beautiful, the level of service was top notch and made my wife and I feel like our every need was taken care of. At the end of the weekend we decided that the Boca Raton Resort will be our anniversary tradition from now on….can‘t wait for next year!

Room Tip: The yacht club room balcony is great! Great view of the boats passing by.
See more room tips
  • Stayed July 2014, travelled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Strausshouse
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Boca Raton R, General Manager at Boca Raton Resort, A Waldorf Astoria Resort, responded to this review, 22 July 2014
Good Afternoon,

Thank you for your positive feedback, and thank you for choosing the Boca Raton Resort & Club for this special occasion. I am so pleased to hear that you and your wife had a pleasant stay with us, and that you found our team to be helpful. I am so thrilled to hear that we will be a part of this wonderful anniversary tradition. We look forward to welcoming you back to your home away from home!

All the best,
Kelly Vohs
General Manager
Boca Raton Resort & Club
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Boca Raton Resort, A Waldorf Astoria Resort

Property: Boca Raton Resort, A Waldorf Astoria Resort
Address: 501 E Camino Real, Boca Raton, FL 33431-0825
Region: United States > Florida > Boca Raton
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 On the Beach Hotel in Boca Raton
#2 Luxury Hotel in Boca Raton
#4 Romantic Hotel in Boca Raton
#7 Business Hotel in Boca Raton
#8 Family Hotel in Boca Raton
Price Range (Based on Average Rates): £££
Hotel Class:4 star — Boca Raton Resort, A Waldorf Astoria Resort 4*
Number of rooms: 1041
Reservation Options:
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Also Known As:
Boca Raton Resort, a Waldorf Astoria Hotel Boca Raton
The Waldorf Astoria Collection
Boca Raton Resort, A Waldorf Astoria Resort Florida

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