Homewood Suites by Hilton Ft. Lauderdale Airport-Cruise Port

I was exhausted after a long day. Spirit delayed my flight from 3pm until 11pm, and I missed my original connection to Tampa. They gave me a hotel and meal because of the delay. At 6:29pm I called and a woman confirmed this hotel had a room and a 24-hour shuttle. She asked me to call when I landed at 12:55am for pickup details. When I called, the young man either hung up or went silent. I called again and he said pickup would take 20-30 minutes, even though the hotel was only two miles away. I took a taxi from a driver already waiting for passengers, reached the hotel eight minutes later, and saw the hotel driver still there walking around. I asked the young man at reception to cancel the shuttle since I'd arrived. Then check-in took nearly half an hour. He even walked to the nearby hotel and back. At 1:34am, I asked what was going on, and he said Homewood and Fairfield had asked not to help their partner's Spirit Airlines voucher customers that day. I'm not sure what that had to do with me, but I complained about the poor service tied to some disagreement with their partner. He knew I only needed about three hours to sleep before leaving at 5am for my connecting flight. He handed me a key card without telling me where the room was. When I returned it at 4:55am, his attitude was unchanged. The hotel itself is beautiful and clean, but the young man's lack of sensitivity and poor service are what I remember. I assume he treats paying guests more pleasantly than people stuck in a situation they can't control.

I chose this place because it advertised a 24-hour airport shuttle. My flight landed at 1am, and I waited over 40 minutes at the designated pickup spot without seeing a shuttle. After my second call asking when it was coming, the hotel stopped answering. I ended up taking an Uber myself. The response felt rude and irresponsible. If the shuttle isn't available, or waits are over an hour at certain times, the website should say so. I even texted the hotel four hours before my late flight.

Ivanna really helped turn things around after our hectic early morning flight. She welcomed us warmly and was great at solving problems, which made the stay for us. The hotel was pleasant, affordable, and did what we needed, and some restaurants are walkable. The night staff were awful and gave away our rollaway even though I'd booked the suite for seven, leaving me to sleep on the floor. Ivanna's sincere apology in the morning helped make up for it.

Angelina made arranging the conference room easy and pleasant. She was patient, professional, and gave excellent customer service. The space at Homewood Suites by Hilton was clean and comfortable, and worked well for professional classes and events. Every time I used it, things went smoothly. Highly recommend, and I look forward to working with them again.