Doubletree Resort by Hilton Hollywood Beach

We checked into the DoubleTree Resort by Hilton Hollywood Beach for 3 nights/4 days on May 23rd and checked out May 26th, 2026. We’ve usually loved this hotel when visiting the Ft. Lauderdale/Miami area. It’s convenient, right across from the beach, and the staff are generally great. The beds are comfortable, the pool overlooking the bay is beautiful with boats, yachts, and jet skiers to watch, and the bar is excellent. This time, though, the restaurant experience on May 24th left a bad impression, and I never heard back after reporting it. My husband and I were at the pool and wanted a quick bite before a late dinner. An older gentleman took our order and brought water. Around 20 minutes later he brought plates and said our food was on the way. Another 10-15 minutes passed, then he came back with a notepad asking whether we’d ordered lemon pepper wings. We said we’d asked for chicken tenders. I asked if he’d even placed the order. He firmly said “No” and started to walk off without explaining or apologizing. I told him not to worry about it, and he threw his hands up and left. There was hardly anyone in the restaurant. The food itself wasn’t the issue, it was the lack of professionalism, communication, and empathy. I went to the front desk to ask for a manager. The associate seemed to be looking for one, but apparently told the gentleman that I was complaining about his service. He came out of the restaurant and approached my husband and me aggressively in the lobby, speaking loudly: “I’ll make you the food, that’s not a problem.” I calmly told him my concern was his customer service, communication, and attitude. Instead of cooling things down, he yelled, “So you’re going to complain about my job?” Yes, because the way he came after us made it worse. The operations manager, Sandra, eventually came to the front. I explained what had happened, and she said she’d seen him speaking to us on camera and at first thought he was helping us. Another manager then arrived with his direct manager, and I explained everything again verbatim. They seemed shocked he’d left the restaurant to confront us. I was told it would be addressed, but no one followed up by phone or otherwise. We genuinely like staying here, so this incident was especially disappointing.