Extremely Disappointed! A review of Loews Don CeSar Hotel

I've always wanted to stay at this beautiful hotel, and finally made it this last spring break. I brought along my family and we booked three gulfview rooms.

WOW. What a disappointment!

Our packages included coupons for dining and kid club tickets. The coupons were not available at check-in, but the staff member promised to send them to our room the next morning. Next morning, one of us received them, two others not. Called down the next afternoon, and again they promised to send them up the next morning. Next morning, no coupons. We decided to just let it go until check-out. Staff did credit us for the services that we utilized, but we did not fully utilize the coupons as we were unsure of whether we would be credited or not.

First night dinner at the casual restaurant was simply terrible. The "red flag" should have been the fact that even though we were there during the first weekend of spring break, this Saturday night, five tables were occupied. Staff could care less. I don't like to complain, but my brother in law has no problem doing it. Unknowing to me until later, he mentioned to the waiter that I was unhappy with my meal. The waiter failed to even mention anything to me about it.

The service overall was just absolutely horrible.

We visited the empty bar Sunday night and ended up staying to watch the Oscars on the big screen in the bar as all the children were asleep in the rooms. The bar manager abruptly let us know that they were closing 20 minutes before the end of the show and asked that we leave so "they could go home".

By the pool, we were approached (rudely) by a security member of staff asking for our room number and name to check whether we were guests or not of the hotel. No explanation from the staff member as to why were were asked. He just asked and walked off to make the call to the front desk. Apparently they had problems with spring breakers coming up from the beach to use the facilities, and security were tipped that we had backpacks and may have come up from the beach. Understandably, the hotel needs to check that there are no non-guests, but they really need to work on the approach.

The first morning after breakfast we went out to lay by the pool. One of the pool guys came over about a 1/2 hour later to let us know that the chairs were reserved. This was unfortunate as there were then no available lounge chairs left by the pool, nor at the beach. Apparently, you can tip the pool guy the night before to reserve lounge chairs. If we were returning to this hotel, this would be good to know. NOT!!

Overall the attitude of staff was hurried and irritated. The last night we learned that new management had just taken over, and may be the explanation. Hopefully the new management went right to work on customer service!

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Loews Don CeSar Hotel
1420 reviews