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“Poor customer service”

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Sheraton Fort Lauderdale Airport & Cruise Port
Ranked #14 of 20 Hotels in Dania Beach
GreenLeadersBronze level
Weatherford
Level Contributor
21 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
“Poor customer service”
Reviewed 30 April 2014

We were here for one night on April 26, 2014. When we arrived we were greeted with the typical Starwood greeting. Impressed so far. We decided to turn our rental car in that evening since our flight was 6 AM the next morning. We were told the shuttles run every 15 minutes from the airport. We turned in the car at approx 10:30 pm and called the front desk and were told the shuttle would be there in 15 or 20 minutes. 25 minutes later we called. We were told they were just there and would be right back. (Never saw them). Immediately a driver showed up. We proceeded to pick up additional people at other gates until the bus was full.

For airport shuttle back to airport we were told the shuttle runs every 30 minutes until 5 AM and then every 15 minutes. So, pick up at 4:30 was best for us for a 6AM flight. We walked up to front door at 4:31 AM and saw the bus driving off. We asked the front desk girl to radio the driver to come back. She did and he said "NO". He wasn't even off the property. The front desk girl called a taxi for us.

yes, we should have been in the lobby a couple of minutes earlier but the service we received from the front desk and the shuttle driver was not what I expect from a Starwood property. Very disappointed and when I come back, I won't be staying at this property.

  • Stayed April 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
4 Thank Islandgirl2210
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SFA1825, General Manager at Sheraton Fort Lauderdale Airport & Cruise Port, responded to this review, 5 May 2014
Dear Valued Guest

Thank you for your feedback, please know we value your comments. Thank you for selecting the Sheraton Ft. Lauderdale Airport hotel for your travel needs. Your feedback provides us opportunity to review and improve for all our guests. This is always our goal! Please accept my most sincere apology we did not meet all your expectations during your visit. Thank you for taking time to provide us your feedback, it is appreciated!

Best Regards,

JGarcia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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English first
Atlanta, Georgia
Level Contributor
125 reviews
46 hotel reviews
common_n_hotel_reviews_1bd8 101 helpful votes
Reviewed 27 April 2014

Disappointed in this property. We have stayed here several times a year for many years, but will look at other options in the future. From arrival in a congested parking area, to a rude and impersonal front desk staff, the Starwood experience was lacking. Elevators are slowwwwwww, and breakfast buffet is mediocre. Room was standard, we are platinum and felt taken. Club floor lounge is nothing special, and club breakfast lacking. The club host, Paul, is the only positive aspect of this hotel.

  • Stayed April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank cba502016
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SFA1825, General Manager at Sheraton Fort Lauderdale Airport & Cruise Port, responded to this review, 5 May 2014
Dear Valued Guest

Thank you for your feedback, please know we value your comments. Thank you for selecting the Sheraton Ft. Lauderdale Airport hotel for your travel needs. Please know we have taken note of your experience and the shortfall in standards mentioned have been addressed with department leaders. Your feedback provides us opportunity to review and improve for all our guests. This is always our goal! Please accept my most sincere apology we did not meet all your expectations and you were inconvenienced due to high traffic in our parking area during your visit. Thank you for feedback, it is appreciated!

Best Regards,

JGarcia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
tulsa
Level Contributor
141 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 195 helpful votes
Reviewed 21 April 2014

This is Fort Lauderdale, the hotels know when to upcharge due to cruises coming and going so I just bit it and decided to stay here. You could pay less but what I got in extras made up for the difference. My family and I stayed here when we returned from our cruise. We took the chance in flying into Fort Lauderdale the day of the cruise and it turned out just fine. Returning we save money on flight by staying the night even at these hotel prices. Well, the hotel is kinda dated but very clean and nice. We got there early and no rooms were available yet so they stored our bags and took care of us. They shuttled me to a shopping center for a small little fee and then they set up a ride for us to go to the Hard Rock casino. I will review that in another post. Anyway they took good care of us. The concierge was very helpful and made sure we were comfy. The rooms were very nice, absolutely no complaints. The price was of course way high for what we got but considering that I was in a safer part of town and I got some shuttling around, I think I did alright. Part of the deal is they shuttled me to the airport when I got ready to fly out. that again saved me a cab fair. I am very pleased with the service and the stay except for the price but as I said it was high everywhere unless you were staying in a questionable location. Stay here before or after your cruise. They took care of me.

  • Stayed March 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank nighttalk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SFA1825, General Manager at Sheraton Fort Lauderdale Airport & Cruise Port, responded to this review, 4 July 2014
Dear Valued Guest,

Thank you for your comments on your recent stay at the Sheraton Ft. Lauderdale Airport Hotel. Please know we value your comments. It is great to hear our location, amenities and service met your expectations and your travel needs. Thank you for staying with us and we look forward to your return!

Best Regards,

JGarcia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Oceanside, California
Level Contributor
34 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed 20 April 2014

The room was very small and the bathroom the same. No fan in the bathroom and very few amenities in the room itself. The bar provided reasonable snacks and good service, but the restaurant was ridiculously high priced. I usually like Sheratons, but this one was a disappointment. The location is oddly remote. Despite the fact that there is some sort of shopping area directly opposite the hotel (and over a very busy street), shuttle service takes you to a mall some distance away. When you ask for a return trip to the hotel, you can wait over an hour depending on how many vans are on duty and how many airport pickups are impacting the service. Look elsewhere. Find a room with a refrigerator and a decent coffee maker (theirs is quite 'unique'). Big name hotels provide far too little for the price. (Agree with others that the staff was lovely!)

  • Stayed April 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jocelyn S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SFA1825, General Manager at Sheraton Fort Lauderdale Airport & Cruise Port, responded to this review, 5 May 2014
Dear Valued Guest

Thank you for your feedback, please know we value your comments. Thank you for selecting the Sheraton Ft. Lauderdale Airport hotel for your travel needs. We have taken note of your experience. Your feedback provides us opportunity to review and improve for all our guests. This is always our goal! Please accept my most sincere apology we did not meet all your expectations during your stay. Thank you for taking time to provide us your feedback, it is appreciated!

Best Regards,

JGarcia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Burlington, Kentucky
Level Contributor
202 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 91 helpful votes
Reviewed 14 April 2014

Picked up at the airport by hotel van. Did not have to wait long. Runs on a set schedule. Checked in but we were 2 hours early before check-in time. They were very nice and stored our luggage so we could go downtown Ft. Lauderdale to visit. Bellman told us that their contract transportation would be cheaper than the taxi so we took that. It cost $25 one way to downtown. Think the company was JBL Transportation.
Got back from downtown and did the final check-in to the room. Before retiring to the room we set up transportation to the cruise port since we were sailing out Sunday on a cruise. Bellman told us that the $10 per person charge would be added onto our room charge. Ok. No big deal.
Proceed to our room which was very clean and comfortable. Beds were very comfy. Slept well. Very quiet room as well.
Those were the 4 to 5 star ratings.
Came down to the lobby and checked out. Saw the $20 transportation charge for 2 people on the bill. Ok. Very good.
Loaded up 3 vans with cruise people. It was the same JBL transportation company provided by the hotel. When the driver dropped us off at the dock he demanded his $10 from me and my wife. He demanded the same from the other couple that was riding with us as well. We of course told him that we had paid already and that the charge was put on our room. We all showed him our hotel receipts that showed the payment of $20. He did not care about that and demanded payment in a louder tone sort of scaring us. To make a long story short, we had to go back and forth with the hotel and this van driver to find common ground. Finally the van driver squealed off in his van.
I blame the Sheraton for not coordinating payment with this contract JBL company. It caused us 20 minutes of stress the first day of our cruise and we did not even get on the boat.
This is why it went from 4 stars to 2 at the most.

  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
Helpful?
1 Thank rjcvg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SFA1825, General Manager at Sheraton Fort Lauderdale Airport & Cruise Port, responded to this review, 16 April 2014
Dear Valued Guest

Thank you for taking time to provide us your feedback. As a guest at the Sheraton Ft. Lauderdale Airport hotel we value your comments and have taken note of your experience. Please know there is no excuse for the shortfall in communication and we have reviewed our procedures with department leaders of the service provider. Our goal is to improve service to all our guests. Please accept my most sincere apologies we did not meet your expectations and for the inconvenience. Once again thank you for your feedback, it is appreciated!

Best Regards,

JGarcia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Atlanta, Georgia
Level Contributor
35 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed 11 April 2014

I went here not knowing it was a airport hotel. I was pleasantly surprised, the hotel wasn't much but the staff was great!!! Hotel is a little outdated but the room was clean. Had access to the club lounge, breakfast was nothing to write home about but again friendly staff. the lounge was nothing more than a large size room, very small for a lounge. Good thing there was no crowd. For an airport hotel is was remarkably busy.

  • Stayed March 2014, travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank c0960
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SFA1825, General Manager at Sheraton Fort Lauderdale Airport & Cruise Port, responded to this review, 14 April 2014
Dear Valued Guest,

Thank you for your feed back on your recent stay at the Sheraton Ft. Lauderdale Airport Hotel. Please know we value your comments. It is great to hear our location, amenities and service met your expectations and your travel needs. Thank you for staying with us and we look forward to your return!

Best Regards,

JGarcia
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Edmonton, AB
Level Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 11 April 2014

Originally chose hotel because of proximity to Port for our pre-cruise stay but totally glad we did!

Very comfortable rooms, clean and modern - awesome beds!

Front desk staff were the BEST..friendly, helpful. When we were trying to catch a cab to go do one of our "Diners/Drive Inn and Dives" restaurant stops, they actually had one of their limo drivers take us in the private car as the cab was going to take 10 minutes to get there. Awesome driver and wouldn't even accept a tip for driving us. Drove us to Grandpa's Restaurant and said if we couldn't get a cab back to call him and he'd come back and get us!

The lobby bar was amazing as well - very knowledgeable bar tenders. Mojitos - my new fav rum drink!

Brunch the morning before we left for cruise was amazing - good sized portions, very fresh .

Free shuttle to the port was nice as well ! Definitely will stay again when I head back for next cruise!

  • Stayed May 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank thephoenix77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SFA1825, General Manager at Sheraton Fort Lauderdale Airport & Cruise Port, responded to this review, 14 April 2014
Dear Valued Guest

Thank you for your feed back on your recent stay at the Sheraton Ft. Lauderdale Airport hotel. Please know we value your comments. We are in receipt of your kind comments reference to the hotel and the services we provide. Thank you selecting our hotel for your travel needs, we appreciate your business. Looking forward to your return soon!
Best Regards,

JGarcia
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 Sheraton Fort Lauderdale Airport & Cruise Port

Property: Sheraton Fort Lauderdale Airport & Cruise Port
Address: 1825 Griffin Rd, Dania Beach, FL 33004-2213
Region: United States > Florida > Broward County > Dania Beach
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#2 Green Hotel in Dania Beach
Price Range (Based on Average Rates): £
Hotel Class:3.5 star — Sheraton Fort Lauderdale Airport & Cruise Port 3.5*
Number of rooms: 250
Reservation Options:
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Also Known As:
Sheraton Fort Lauderdale Airport And Cruise Port
Sheraton Fort Lauderdale Airport & Cruise Port Hotel Dania Beach
Sheraton Dania Beach
Dania Beach Sheraton
Dania Sheraton
Sheraton Ft Lauderdale Airport

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