Anonymous
map-marker Cary, North Carolina

My reservation

I have question and request about my reservation. I emailed 3 times. No one replied. I call customer service in US, they try many times to connect line to front desk in Beijing no one answers the phone.
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User's recommendation: Is hotel close down ? They need answer the phone. Helping other customer is not the excuse because more than two hours waiting in line

Shanel D Vpt

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Verified Reviewer
| map-marker Boca Raton, Florida

Waldorf Miami

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The room wasn't the best but we made the best of it (super small room). The immature manager of the hotel needs coaching. The room we received had a toilet leak, the manager first responds was "we don't have another room available, we can try to fix the leak or give you a room on the first floor (which I don't recommend)". My responds was "if we are move to the first floor what accommodations/discount will we receive?" The manager second responded "let me see what I can do". He (the manager) came back and moved us (my husband and I) to another room. There is a homeless women sitting in the lobby with her items. She was also seen throughout the hotel which made me question the hotel policy and procedures. We tried to cancel and stay somewhere else but the manager refuse to give us a refund. I have stayed at several Hilton properties and this by far has been the worst.
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Loss:
$680
Pros:
  • Outside amenities
Cons:
  • Apprance of hotel

Preferred solution: Full refund

User's recommendation: Don’t waste your money

Anonymous
map-marker Dubai, Dubai

Out side India

How can I connect outside india
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Teri E Fye

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Verified Reviewer

Problems using certificates and they are going to expire

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Updated by user Mar 17, 2020

They did step up and renew the certificates through April 2021. I should not have had to fight to get the Original certificates nor to get these renewed.

But they did take care of the problem and after this Corona thing, we will be using them for a nice weekend. They have my respect for taking care of this and I look forward to a better relationship with them.

Updated by user Mar 06, 2020

I forgot to mention this was our 25th Anniversary vacation. They also gave us 3 small chocolates as a gift.

Really 3 small chocolates. Should have been something better. Plus my husband can't have chocolates.

We have been Hyatt members for a very long time and that was all they could do? I am considering not staying with them for all they have put us through.

Original review Mar 06, 2020
Two years ago we stayed at Casa marina Key West a Waldorf-Astoria property. The left feathers in our room when request for no feathers was made well before we arrived. I ended up in Urgent-Care. Construction going above us on and was never told about it. Fireworks one night for a wedding and never told that it would happen and it scared me at first. WI fought Waldorf- Astoria and finally got them to give me 4 nights certificates that I could use. I use two last yer and then I had a serious fall. I was going to try to use them before they expired and then I had a tooth shatter and had to have dental surgery in January/February. I still have to have further work done, but called and asked if I could get an extension for May and was told it can't be done. They will not extend them. After all I have gone through and then their response to the original complaint. One would think a property like Waldorf-Astoria would take better care and would want us to visit them again, but because I have had to fight them every inch of the way on this, I have no reason to think of them as a place to visit.
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Pros:
  • Stepped up and renewed certificates through 2021
Cons:
  • Customer service- lack of concern

Preferred solution: entend the certificates given from the first problem they caused us on our 25th Anniversary Vacation.

User's recommendation: Don't Stay with Waldorf-Astoria unless you want to be disappointed,

Trysten Boi
map-marker Key West, Florida

HORRIBLE STAY- CASA MARINA WALDORF ASTORIA KEY WEST FL

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I decided to take my family to the Casa Marina Waldorf Astoria in Key West this past weekend. HUGE MISTAKE....DO NOT WASTE YOUR MONEY. This place is not worth $600 per night after taxes and charges. My understanding is that Waldorf Astoria hotels are on the same level as Marriott's Ritz Carlton and SPG's St. Regis....well, my understanding was wrong. I will never stay at a Waldorf again and likely not stay at any Hilton property again because I have experienced nothing but problems...even as a Diamond Honors member....a status level nobody should waste their time attempting to achieve because it is meaningless. I booked a 1 BR suite. When I arrived I was told I was "upgraded" to an ocean front suite. When we got to the room it smelled horrible, paint was peeling and bubbled all over the ceiling in the bedroom, there was mold on the walls and the luggage rack in the bedroom, there was rust dripping down the wall from a sprinkler head, and the bed linens smelled horrible. Also, there were ants everywhere. I went to the desk to Complain and was told "sorry, we are sold out so we cannot relocate you." They sent someone up to spray for ants and said it would be cleaned the next day as well. The next morning we went to see the concierge for some things to do. During the conversation the condition of the room came up and pictures were shown. She advised she would request a deep cleaning be done while we were out for the day. When we returned that evening, the bed had been made....with the same sheets (not changed), the mold was still on the walls and the luggage rack, the rust was still on the wall and the one of the sections of paint on the ceiling had actually fallen down more. NO DEEP CLEANING WAS DONE AS PROMISED...IN FACT NO CLEANING WAS DONE EXCEPT REPLACING THE TOWELS IN THE BATHROOM. I went back to the desk and asked what happened only to be told...sorry but we cannot deal with the mold and the rust while the room is occupied and we sent you a new luggage rack. I said yes you did but left the mold covered one there. They advised that the rate, which had been lowered about $100 based on the prior night's complaints would be lowered another $18 per day. I advised this was not acceptable and was told this is the best we can do. This is a complete lack of customer service, complete lack of care for the product being presented to the guests, and an all around bad attitude. We stayed the last night and one of my family members was bitten by the ants, which crawled onto the bed while she was sleeping and has a large painful *** area on her leg. She had to seek medical attention on Monday and was given antibiotics for an infected ant ***. Additionally, the bill came and it still had the the first decrease only so I had to go to the desk to get the promised additional $18 reduction. DO NOT BOOK THE CASA MARINA....THE PROPERTY LOOKS AMAZING BUT THE ROOMS ARE HORRIBLE. MULTIPLE GUESTS ADVISED ME OF SIMILAR ISSUES WHEN TALKING AROUND THE POOL. THIS PLACE DOES NOT DESERVE TO BE A WALDORF ASTORIA.
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Loss:
$1500
Pros:
  • Appearance of the lobby
  • Outside amenities
Cons:
  • Room was disgusting
  • Customer service- lack of concern
Reason of review:
Poor Customer Service, Bad Quality, Room not as described

Preferred solution: Written Apology, refund, compensation

Anonymous

Waldorph Astoria Resort Boca Rotan Fl

My recent stay here was 7/09/17 Was there for a week during a pageant. Our room had no drawers for storage 3 adults no drawers.... No fridge couldn't get one , I have celiac and when we arrived I was told they didn't have any Gluten free imagine that... only to find out later in the week they actually did have gluten free. The restaurant that had the breakfast buffet had the rudest waitress. The food was so expensive and being that we flew we ended up walking to near by restaurants. I'm not sure how this place rates a five star I would not give it 2. Too top it off we went to the turtle reserve near by where I purchased some gifts which I forgot them and left them in the room so I called and wouldn't you know they just disappeared...... hopefully I will not be back here..
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Reason of review:
Not as described/ advertised
Anonymous

Waldorf Astoria - Room Review

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ROOMS ARE HORIBLE, SMALL, HOT AND DECOR DOES NOT EXIST. I would not recommend anyone spending 600.00 a night here, this was a huve mistake on my part and i deeply regret every hard earned dollar i paid to stay in this run down hotel. I complained to management that our room was 85 degrees and they said all room run hot due to the historical nature of the hotel. Maybe time to upgrade. Dont make the mistake of staying here. Any questions to verify this review call me, 407 496 ****. Respectfully, Dan Newlin
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Reason of review:
Poor customer service

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