W Fort Lauderdale

My friends and I spent spring break at the W about two weeks ago. We had a great stay & loved the friendly staff. Scott from the beach hut was super friendly & attentive. We looked forward to seeing him each day! Would definitely recommend this hotel & the beach service! Kiernan, Maggie, & Estelle

I wish Trip Advisor would allow separate ratings for hotel & customer service. The hotel is definitely 5 stars, but the customer service is maybe a 1. I would give them 0 stars for customer service, but Simone at the front desk was very helpful regarding some confusion with paying for our stay. She was very hands on with her assistance and she was amazing overall. Lisa (over the phone) was just simply rude and didn’t seem like she wanted to assist. The whole issue was that I thought I paid for the stay (2 nights) prior to arriving, but I was told that I didn’t. Not a big deal because the money was not taken out of my account yet. So we got that figured out and everything was fine. I woke up the next morning to see that the hotel had charged me for another night ($600). This is where Simone was very helpful and got everything sorted out. The day after we checked out, I was charged another $600 for what... I’m not exactly sure why BECAUSE WE ALREADY CHECKED OUT!! This is when me and boyfriend call the hotel on the phone to get some help. We ended up getting Lisa on the phone and she was very rude and insensitive and said how we just had to wait for the charge to fall off on its own. She said that it is just a hold on my account and it should fall off IMMEDIATELY at check out. We then tried to explain to her that we were no longer at the hotel and that we checked out already. That means it should be released right ? I mean this is during a time when the Coronavirus is going around and people can’t work, so we can’t just wait 3-5 business days for almost $700. She (Lisa) continues to say that she couldn’t help and that we had to get in contact with our bank. My issue here is that I know that she can help because the same issue happened the day prior and SIMONE was very helpful and got the money released back into my account. At the end of the day, yes we did get all of the money back that we were overcharged ($1200). The hotel is amazing. The location is amazing. You don’t need a rental car.. there are many amazing restaurants in walking distance. I suggest getting a corner room with an oceanfront view. I also suggest paying for your stay ahead of time so you only have to worry about putting a card in file for incidental.