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“Excellent property but service was lacking” 4 of 5 stars
Review of Turnberry Isle Miami, Autograph Collection

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Turnberry Isle Miami, Autograph Collection
4.5 of 5 Resort   |   19999 West Country Club Drive, Aventura, FL 33180   |  
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Ranked #2 of 7 hotels in Aventura
Chicago, Illinois
Senior Contributor
26 reviews 26 reviews
7 hotel reviews
Reviews in 11 cities Reviews in 11 cities
5 helpful votes 5 helpful votes
“Excellent property but service was lacking”
4 of 5 stars Reviewed March 15, 2013

This is clearly a beautiful resort with excellent golf, tennis, beach, pools and restaurants. The rooms are spacious and very luxurious. You will be spoiled by the bathrooms and dressing area. You will not be sorry that you stayed.

My one comment is that for a resort of this caliber the service was no where near where it should be which diminishes the overall experience. My room's air conditioner ran when the heat was turned on. The room would not get above 66 degrees. It took quite a while for an engineer to come and fix this. The valet service personnel ignore the patrons making it take inordinately long to get your car. The wait staff in the breakfast restaurant are plentiful but not very attentive.

  • Stayed March 2013
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Turnberry-Mgmt, Director of Quality & Training at Turnberry Isle Miami, Autograph Collection, responded to this review, March 18, 2013
Hello Todd,

We appreciate you taking the time to give us feedback from your recent stay. While we are happy to learn you enjoyed the property and felt spoiled by your guest room bathrooms, we are also disappointed that service did not live up to expectations. Please know we are committed to service excellence and have sent you a private message in hopes to have the opportunity to speak with you further so we may learn from your experience.

Regards,
James Paul
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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707 people have reviewed this hotel

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (176)
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English first
Omaha, Nebraska
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed March 14, 2013

Lovely resort tucked behind the Aventura Mall. Rooms were quiet, large, and well equipped except for lousy lighting. (They will bring in a floor lamp for you if you ask). Nice work desk. Large bathroom. Two pretty pool areas, one for families, one for adults. Nice golf courses with tight fairways. Service-oriented staff. Good lunches in the Cascata Grill. Would definately stay there again.

Room Tip: Ask for a room that either looks over the golf course or the pool. Ask if it has a balcony.
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  • Stayed March 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Boston, Massachusetts
Senior Contributor
27 reviews 27 reviews
12 hotel reviews
Reviews in 16 cities Reviews in 16 cities
25 helpful votes 25 helpful votes
4 of 5 stars Reviewed March 14, 2013

Excellent 4 day stay at Turnberry. Room was very nice with a great bathroom. The two golf courses were outstanding, both in excellent condidtion. Food options at the hotel were limited but its Miami so there were plenty of places to go off campus. Staff very accomodating and friendly.

  • Stayed March 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Turnberry-Mgmt, Director of Quality & Training at Turnberry Isle Miami, Autograph Collection, responded to this review, March 18, 2013
Hello Duncan,

Glad we could please during your recent family getaway. We look forward to welcoming you back in the near future.

Regards,
James Paul
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Portland, Maine
1 review
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed March 6, 2013

I was leery of steering away from our Ritz Carlton experiences to try the Turnberry Isle. It was acquired by Marriot so why not? Well, the hotel is very pretty, the cascata pool is one of the prettiest I've been to and Bourbon Steak was well worth it! However, the overall service was ok (except for that at Bourbon which was stellar). What really rankles is the fact that every item purchased at the hotel receives an 18% gratuity charge, even the breakfast buffet, even the coffee I pour myself in the lounge! Service for food in every restaurant (once again, excluding Bourbon) was as slow as molasses. We stayed in Orchid and were woken every morning by 6 as the staff attending the golf course had no regard for sleeping guest directly over their heads.

The last of my complaints was to find new charges added to our bill as apparently my niece and nephew weren't afforded the free buffet breakfast that our room stated we had (The "Best of" rate which includes free breakfast, valet parking and a $50 room credit) it was only for 2 people even though we called and were told this was for everyone in room. After 3 phone calls and one e-mail to inquire of these extra charges, I was finally told what they were.
Will stick with the Ritz next time as no one can compare when it comes to service.

  • Stayed February 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Miami, Florida
Senior Contributor
26 reviews 26 reviews
18 hotel reviews
Reviews in 16 cities Reviews in 16 cities
29 helpful votes 29 helpful votes
4 of 5 stars Reviewed March 2, 2013

We (family of 4) recently travelled to this property for a very quick weekend getaway. We had a very nice time overall. The resort is listed as 4 diamond which is probably a bit generous, nevertheless it was worth the visit. I have summarized my pros and cons below:

PRO's
- Fantastic property and conveniently located between MIA and FLL.
- Nice pool area (Laguna) with a water slide and lazy river that my kids loved.
- Friendly staff overall, especially at the pool and in the restaurants.
- Very nice restaurants with solid menu choices.
- Large guestrooms, efficient valet and bell desks.

CON's
- The check in process made a terrible first impression. We booked an early check in and when we arrived were told it would be less than 60 minutes for the room which was fair. We then did not hear from the front desk for 3 hours, except when I checked with them. Finally checked in 3.25 hours later.
- The rooms in the Orchid block are outdated. I saw this in other reviews and so I requested a room in the Jasmine block when I booked. They said they would try but I ended up in the Orchid block nonetheless. It needs a refresh.
- Everything comes with an automatic 18% gratuity. I realize that this is more the norm now, but it is frustrating when you pay it on each purchase.

All this said, it is a good resort and was a fun weekend for our family. It has probably lost a step since converting from the higher end Fairmont to a Marriott chain. It is still worth a visit.

Room Tip: Ask for the Jasmin block of rooms.
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  • Stayed February 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Turnberry-Mgmt, Director of Training & Quality at Turnberry Isle Miami, Autograph Collection, responded to this review, March 4, 2013
We are glad you chose Turnberry Isle Miami for your family weekend getaway, and greatly appreciate you taking the time to let us know how we are doing. The only way we will continue to learn and grow is through valuable feedback like the review you provided us. Please know we have already addressed your concerns with our team. Expect great improvement next time you visit as we are committed to continually enhancing our service and experiences around the resort.

Regards,
James Paul
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Paris, France
Top Contributor
282 reviews 282 reviews
53 hotel reviews
Reviews in 87 cities Reviews in 87 cities
157 helpful votes 157 helpful votes
4 of 5 stars Reviewed March 2, 2013

I stayed here for over a week recently while at a meeting (so really was able to profit from the various amenities for a couple of days) and had a great stay. Apart from the organized functions, I went to the beach club for a morning and had a nice relaxing time. The rooms are top notch (I had a small balcony and view of the golf course), the grounds beautiful and the food at the Bourbon Steak particularly good (albeit very pricey). Service could have been just a tad more attentive given the perceived level of luxury. The rooms are not really fitted out for business (lack of enough plugs, desks not very comfortable) but you shouldn't really be here on business anyway :) !

  • Stayed February 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Top Contributor
78 reviews 78 reviews
34 hotel reviews
Reviews in 30 cities Reviews in 30 cities
30 helpful votes 30 helpful votes
5 of 5 stars Reviewed February 28, 2013

To understand the awesomeness of this place, one must first understand a few key details. The first is that if you're not from Florida or are a regular vacationer there, then you are not aware of the utter lack of any recognizable building code. To wit, over the years, there have been any number of commercial and residential developments right up to this property. It's Florida, that's how they do it there. Second, the property is not on the beach. There is a convenient and brief shuttle, and the beach at the hotel's beach club there is perfectly fine, quite enjoyable. Now, on with the review.

This property is absolutely fabulous. Whether the main buildings, outdoor areas, rooms, spa, or 2 18 hole resort golf courses, you just can't miss. It is a natural for corporate events, simply top notch. It's also a great romantic destination for couples as well. Everything is spotless, well-appointed, and luxurious. It's a 20 minute jump down to South Beach if you take the freeway (do NOT take the local roads unless you have plenty of time on your hands), and not much further to MIA. I first started coming in 1995, and have returned 8-10 times. Over the years, they have steadily stayed fresh and relevant.

Can't say enough about Turnberry Isle!

  • Stayed February 2013, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Turnberry-Mgmt, Director of Training & Quality at Turnberry Isle Miami, Autograph Collection, responded to this review, March 4, 2013
We enjoy hearing from our repeat guests and are especially happy to learn when we exceed expectations time and again. Thank you for your glowing review and for continuously selecting Turnberry Isle Miami. We look forward to welcoming you back in the near future for another “awesome” stay.

Regards,
James Paul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.

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Additional Information about Turnberry Isle Miami, Autograph Collection

Address: 19999 West Country Club Drive, Aventura, FL 33180
Phone Number:
Location: United States > Florida > Aventura
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #2 of 7 hotels in Aventura
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Turnberry Isle Miami, Autograph Collection 4.5*
Official Description (provided by the hotel):
Tucked away on 300 tropical acres is the legendary Turnberry Isle Miami with beautifully-appointed spacious guest rooms and suites, golf unlike any other in the Sunshine State, the finest spa amenities, the best gourmet dining in Miami including Celebrity Chef Michael Mina's Bourbon Steak restaurant, a family-friendly Laguna Pool and private Beach Club. Have you made your vacation plans yet? ... more   less 
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Also Known As:
Turnberry Isle Miami Hotel Aventura
Fairmont Turnberry Isle Hotel
Fairmont Aventura
Aventura Fairmont
Turnberry Isle Miami, Autograph Collection Aventura, Florida

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