Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 26, 2025, my vehicle was damaged while in the care of ****************, the valet service operating at The Westin Fort Lauderdale Beach Resort. I reported the incident the following day, May 27, 2025, under Claim #C25001016 through **********'s claims department.Per the vehicle manufacturers assessment, Teslas official estimate values the damage at $3,614.31. I promptly submitted this estimate, along with all required documentation and photographs, both to ********** and to the local hotel management at the *********************** has now been over six weeks, and I have received no communication, resolution, or responsibility from either ********** or the Westin Hotel. I followed up multiple times, including resending all exhibits to the Westins local manager, and have still not received any acknowledgement or next ******** the host property, The Westin Fort Lauderdale Beach Resort is responsible for ensuring accountability and oversight of third-party vendors on its premises. The lack of any response from both the hotel and its valet provider demonstrates unacceptable disregard for customer care and responsibility.

  Business Response

  Date: 07/15/2025

  Thank you for taking the time to share this concern. Regrettably, the ***** company is managed by a third party company, however, as soon as these concerns were brought to Hotel Leadership attention, we ensured that due diligence and follow-though was met with a swift response from the ***** leadership team. I am glad that after continued communication that all concerns were addressed. 

  Customer Answer

  Date: 07/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* Mibielli

• Initial Complaint

  Date:12/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents came to meet my fianc and I for the holidays in Ft Lauderdale and we both booked rooms in the Westin Fort Lauderdale Beach Resort. My parent's room had a maintenance issue, and they were told they must switch rooms. I went with my mother to the front desk where she was told they would downgrade her room. After noting this was not acceptable, they found a comparable room but refused to assist to move bags. Keep in mind my parents are in their mid 60s and the move was to another building entirely. The manager ***** ****** dangled the key in front of my mother like a dog treat and said, "are you gonna take the room or not I don't have time for this". These rooms are $500 a night and he disrespected her because she didn't want to spend her vacation moving her own bags. I asked for his manager, and he refused, then I asked for his name, and he covered his name tag to hide his name. Video surveillance in the lobby corroborates this description. I went down late to request his boss again to which he unsuccessfully attempted to gaslight me into believing my mother, who was then upset and had a day of vacation ruined. The willful disrespect and utter lack of professionalism at The Westin Fort Lauderdale Beach Resort is outstanding. In reviewing this complain the ******** organization should review the front desk footage and fire any employees past and present that knowingly and willingly disrespect paying customers. Lack of training of ability is no excuse for what I witnessed from this employee at this location. As a proud veteran it amazes me that someone could so willfully disrespect an elderly woman and not care.

  Business Response

  Date: 01/01/2025

  ************ party-

  Thank you for taking the time to share your experience. We do apologize for missing the **** and falling below expectations. Most notably, the challenges you encountered with the lack of service provided by the manager on duty the evening of your concern. It is disheartening to hear of the experience you had as this is not the level of service we are known to provide. I reviewed the notes on the reservation and do see that you mother was in one of the rooms affected by a boiler outage where the hot water was impacted. However, whenever offering a move, a comparable room should always be the first option as we understand the inconvenience of moving rooms, the feedback shared shows areas of opportunity. I do see that the matter was brought to one of the Directors in my absence and as a gesture of goodwill and good faith, awarded nearly $700 in adjustments and concessions toward her balance by removing the resort fee for the entirety of her stay and also issued a $500 resort credit that discounted the overall folio. The adjustments and concessions were in addition to a resort credit also applied to your folio as well for the amount of $200 and one night resort fee. I do completely understand that the adjustments cannot take away the experience encountered, however, the compensation provided is a form of consolation toward the experience you had. I thank you for bringing this to my attention and I have shared this feedback to the appropriate leadership teams and we are reviewing internally, feedback is something I consider a gift, using this feedback as a coachable moment to showcase the importance of what we communicate to guests and the demeanor it is conveyed in must always align with our core values. I would reluctantly understand if you chose not to return. However, should your travels bring you back, I ask that you connect with me directly to be your personal ambassador and showcase the true Westin experience we are known to provide. 

  Sincerely,

  ****** ****

  Director of Operations 

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ************

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 2 rooms for 5 night and during my stay both rooms the door would not open. This happened 6 time over the course of the 5 nights. I was kept waiting from 30 minutes to 2 hours before they could open my room door. I requested compensation from the hotel for the inconvenience. The hotel offered me 20K points and this was not sufficient give the amount of issues and frequency. I paid $1300 and used 300K points for the room!I HAVE PHOTOS AND VIDEOS SHOWING INSTANCES WHEN I WAS NOT ABLE TO GET IN THE ROOM. I AM NOT ABLE TO ATTACH THEM DUE TO THE SIZE OF THE VIDEOS

  Business Response

  Date: 09/28/2023

  Thank you for taking the opportunity to share your experience. We do apologize for missing the **** and falling below expectations. Most notably, the challenges you encountered with the door lock during your stay and that there is concern over the coloration of the ******* tap water as mentioned in your initial concern. Firstly, to alleviate any concerns of the tap water, the water coloration comes from natural minerals in ******* water called Tannin. I have posted a Snip-it of an article and the link to that article below for your perusal. The water is completely natural and safe and regrettably, has caused you concern since it can be unusual for someone not familiar with the region. I understand due to the difficulty that you experienced with the door locks, my associates have waived your resort fee for three nights and our Director of ************ arranged ****** points toward your Bonvoy account, which is equivalent to a free night stay. It is worth noting that it is highly unusual for a key lock to be defective multiple times, especially between two rooms beside one another. Not to minimize your experience, however, we have rented the rooms since your stay and we have not received any lockout claims to either one of those two rooms. Nonetheless, I regret it had such a negative impact on your overall experience. However, I agree with the level of concessions and rebates provided, to showcase we genuinely care of our guest experiences by providing compensation as a form of consolation. I do have to politely decline your request for ******* points. However, in good faith and to showcase we truly want to turn it around, as an added gesture of goodwill, I am increasing the points amount to another ****** Bonvoy points, totaling ****** points awarded to your Bonvoy account. I would reluctantly understand if you chose not to return. However, I extend the offer, that should your travels bring you back, connect with me directly to be your personal ambassador and showcase the experience so many rave about. 
  
  
  
  ******************************************************************************;
  HOMEOWNERS CAN LOOKAT SOME OPTIONS TO GET CLEARER DRINKING WATER
  The ******************************* says that 53 million Americans worry about the quality of their drinking water. Newcomers to South ******* are probably on that list _ why is our water yellow? O
  www.sun-sentinel.com
  
  
  Kindest Regards, 
  
  
  *********************

  Director of Operations

  Customer Answer

  Date: 09/30/2023

   
  Complaint: 20630807
  
  I am rejecting this response because:

  Thank you for your response and I appreciate the offer for ****** points. I understand you may feel that ******* points is not equivalent to the issues we faced to gaining access to the room. I do however feel that ****** points is not sufficient. I know it may be rare that both room doors were not working. I have attached one video and can provide you with multiple other videos through our stay of when both room doors are not working and me and my family waiting outside while security tried to open the doors and in some instances security not being urgent regarding the issue. I would like to ask in consideration with the many issues we dealt with and my loyalty to ******* being a platinum member you would be willing to offer 1****** total points, less than half of the total points used for our stay. I have spoke to my wife multiple times about the compensation for the inconvenience and trying to resolve this matter. I am confident that you understand my situation and would agree to the 1****** points to resolve the matter. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/03/2023

  I hope that this email finds you well, We completely understand your frustrations are want to showcase we value your loyalty as you are a key contributor Marriott International's growth and success. I reviewed the case details and as previously expressed, I am sorry for the challenges that you experienced at our hotel. In a separate correspondence we sent to you we extended the amount to ****** Bonvoy Points. However, we do have to politely decline your request for additional compensation in regard to this issue. My offer will always remain, should your travels bring you back to connect with me directly to be your personal ambassador and showcase the *************** so many rave about. 

   

  Kindest Regards, 

   

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20630807
  
  I am rejecting this response because:

  
  Thank you for increasing the point compensation but I believe that less than 2 nights for an 8 total night stay is not fair compensation for the many issues we faced. I believe that ******* points (equivalent to 3 nights) is sufficient. I provided the respondent multiple videos showing the multiple issues we had with the door and security trying to assist us. I can also provide more videos if requested.  
  
  
  Sincerely,
  **** *******

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Arrived from ****** on 27th January 2023 and stayed for x 1 night - ************************************************ paid for room including breakfast, arrived back home to see I have been billed for breakfast again!!!.Can you please refund.Regards,*********************

  Business Response

  Date: 03/07/2023

   

  Good Afternoon BBB Team,

   

  I just check details on this complaint and Mr. ********************* stayed at the Westin Fort Lauderdale - Corporate drive location(details on guest folio). We are Westin Fort Lauderdale Beach and Resort located at 321 N Fort Lauderdale beach Blvd, Fort Lauderdale *****************. I am requesting your assistance to relocate this concern for the right property in order to be resolved on timely matter and is not showing on our records.

  Please let me know any further assistance required

  
  

  Kindest Regards,

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19367774
  
  Please can you forward the complaint to WestIn, Fort Lauderdale, **************************************** Lauderdale ***** ***
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/11/2023

  To whom it may concern. The guest folio reflects the Westin Fort Lauderdale, located at *******************, Fort Lauderdale, *******.

   

  The location you are reaching out to is a separate property, We are The Westin Beach Resort, which is located at 321 North Fort Lauderdale Beach Blvd. This guest complaint is not being forwarded to the appropriate leadership team for review. Please respectfully close this for our property and reassign to the correct Westin Fort Lauderdale. I have attached a copy of the Snip-it that was provided in the complaint that reflects the hotel address the guest stayed at.

  Thank you for your time

   

  Kindest Regards,

  **********************;

  Director of Operations

  Westin Beach Resort Fort Lauderdale

  Customer Answer

  Date: 03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sincerely,
  

  
  *********************