Conery W.
Yelp
This was a very expensive stay that missed the mark in many ways. The location is prime, but it was not enough to warrant the terrible experience we had, nor the $400+/night. We booked directly through the hotel website. I saved the confirmation number when I booked luckily, as there was no correspondence from the hotel. Never heard from them.
At the airport waiting to takeoff, I was curious if they offered a shuttle from the airport so I looked up their number online and called. It didn't even ring, no out of service message, just dead air. I emailed to ask about the shuttle, turned my phone off for the flight. In Miami, 6 hours later, I checked my email. No response. I tried the phone again, dead air. Got a Lyft to the hotel.
When it was our turn to speak with the front desk representative, I told her the phone wasn't working. She said she was aware and it was because they were under renovation. Unsurprisingly, they figured out a way for the credit card machine to work, and their computers, but couldn't find a way to have a working phone for their business. This is unacceptable and ridiculous. You need to be reachable by your customers. I then mentioned that I had also emailed that morning. She then opened the email and said, Oh I see it here, I missed it. Again, just terrible customer service.
The room was ok size wise, but not without issues. The cleaning staff were having very loud conversations in the echoey hallway outside our room. Literally yelling things to each other at opposite ends of the long hallway, someone's phone kept ringing and they kept ignoring it. The gap under our door was huge (I am pretty sure a large cat could slip under) and provided no help in drowning out their boisterous conversation. At night, we put our bags and an extra pillow in front fo the door to block the light and some of the noise.
There was nowhere in the bathroom to hang a hand towel, nor anywhere to hang your bath towel other than the handle on the shower door. We discovered on our second day that there were actually some hooks in the wall, behind the door, but they had been used to hang up the ironing board. The TV was wall mounted and had a cable box just perched precariously atop the flat screen. I have no idea how it hasn't already fallen to the ground. There was nothing holding it in place.
After we both washed our hands upon arrival, the sink held water as it was apparently clogged. We left the room for sightseeing and dinner and upon our return several hours later, there was still standing water in the sink. We weren't hopeful that they would be able to fix it in a timely manner and were going to just wait it out, but by the morning, after several uses, it was getting to the point where we would no longer be able to use the sink. I would love to have been able to pickup the room phone and call the front desk for assistance, but as mentioned, they chose to have no working phones. I got in the elevator in the buliding I was staying in and went outside to get to the lobby building, found someone at the desk and told them what was up. They said they would send someone up. The maintenance/housekeeping representative arrived with a plunger. She spent a good ten minutes and a LOT of elbow grease to unclog the sink.
There was no coffeemaker in the room, so on our first morning, I went down to see what the options were. There were two other guests waiting to get coffee from the smallest, non-commercial Keurig machine I've ever seen. This was the only way to get coffee for ALL the guests in the hotel. It had to have its reservoir filled manually in the nearby water cooler and no one from the hotel was filling it. This was 100% self-serve.
No instructions and no assistance were offered by the hotel staff. $400/ night warrants at least some brewed coffee or an in-room method.
