Cloister at The Boca Raton

We chose to return to the Boca Hotel & Spa for a girls' weekend to celebrate our birthdays because of the exceptional experience we had during a previous visit three years ago. At that time, the service was outstanding, and the attentiveness of the staff made our vacation truly memorable. In fact, we canceled plans to visit another resort and spa specifically so we could return to Boca Hotel & Spa and the Spa Palmera. We chose to return based on our outstanding previous experience, but this visit failed to deliver the level of service, attention, and quality one would reasonably expect from a property with five-star pricing. From the moment we arrived, we were disappointed by the level of service. The staff seemed disengaged, and simple requests often felt like an inconvenience. Whether requesting pool towels or assistance with lounge chair setup, we consistently felt as though we were bothering staff members. Ongoing construction throughout the property also detracted from the overall experience, while the amenities and service failed to make up for it. One particularly frustrating experience occurred at the pool. After finishing lunch poolside, we went to enjoy the lazy river. Birds quickly descended on the leftover food and began attacking the area around our lounge chairs, towels, and personal belongings. We asked staff multiple times to clean up the food remains, but no one responded promptly. The birds created a significant mess and disturbance for both us and nearby guests. The guests seated next to us also had to repeatedly flag down staff for assistance. When a staff member finally responded, they seemed reluctant to replace towels that had been soiled by birds. We were even asked, "Are they with your party?" referring to the neighboring guests. It was an odd and inappropriate question given the situation. After approximately seven trips around the lazy river, someone finally addressed the issue, but the response was delivered with a noticeable attitude rather than concern for the guests' experience. The spa was the highlight of the trip; however, even there, the experience did not meet our expectations. As returning guests, we noticed several amenities and thoughtful touches that were previously offered but now had to be specifically requested. For example, something as simple as eucalyptus in the inhalation room was not available unless we asked for it. As a result, we felt rushed through our services rather than encouraged to relax and enjoy the spa experience. What was most disappointing was how our concerns were handled at checkout. When asked about our stay, we candidly shared our feedback and were told that our bill would be reviewed for a possible credit. We were rushed through the checkout process and informed that a manager would review the account and contact us during our four-hour drive home. We never received that call. To make matters worse, my credit card was charged more than $600 above the amount we expected. When I called the following day and spoke with Manager Aislin, I was told that the corrected amount would be charged and that any approved refund would be processed afterward. Unfortunately, that did not happen, and the full, excessive charge was processed. I was later informed that a refund would be credited back to my credit card, but I am still waiting for that refund to be issued. Sadly, based on this experience, we will not be returning to the Boca Hotel & Spa or Spa Palmera. The decline in service, lack of attentiveness from staff, poor handling of guest concerns, and unresolved billing issues left us feeling undervalued as customers. Most disappointing of all was the impression that management simply did not care about our experience or the reputation of the property.

We very recently stayed at the Cloisters. We were greeted warmly by “every” staff member we saw. The accommodations were beautiful. It had a fully stocked refrigerator, comfortable bed and robes and it was spotless! It looked brand new inside while the outside retains it historic charm! It had plenty of mirrors and a stocked refrigerator … we lacked for nothing! - a perfect staycation. AND, the lazy river is a “must do” for everyone - younger and older. We dined at the Flamingo and it was excellent and delicious! We truly had a perfect stay! Thank you Boca Raton!

Great place to visit had a great holiday weekend.

This resort is right up there with that magic formula of mixing family friendly but also luxurious. If you could imagine the most perfect hotel, this would be it. I brought my son here as a little getaway- and simply put- this hotel made sure it was a core memory for the both of us. The staff from check in to check out were superb. Daisy went above and beyond and let us check into our room upon arrival, circa 8AM. Which is saying something as it was before most people even had their coffee. We were promptly introduced to the concierge who helped me sort a babysitter for a quick meeting, even though we were 30 mins prior to kids club opening. Nothing was too much trouble. We were blown away by the customer service at every turn! From the upscale waterpark, lazy river to the surfing experience - this place had it all for all ages. Carlos in the Valet, you made our little weekend so unforgettable. Thank you for your kindness each and every time we returned from running to the toy store. We can’t wait to come back and truly loved everything about the Boca!

Simply the greatest resort on Earth. Every little detail was perfect. We have stayed 3 times since moving to South Florida and each time has been perfect! I sent my wife for the weekend to celebrate her birthday with her three best friends and they all couldn’t stop raving about this resort. Thank you, Boca! Amazing resort and staff!