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“Would not return” 2 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
Exeter, United Kingdom
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 helpful votes 3 helpful votes
“Would not return”
2 of 5 stars Reviewed September 14, 2013

We are a family of 4 adults who have just returned from a stay at The Turnberry. We viewed the website before booking and to be honest, what we saw & experienced was nothing like we were expecting. To start with, the valet parking was ridiculous. There were ample parking spaces, but we were not allowed to park our own vehicle. The 2 rooms we were given in Orchid were spacious but very dated with a definite smell of damp. They bore no resemblance at all to any of the pictures on the website. To be perfectly honest, none of us wished to stay any longer than necessary in the rooms- they were too depressing. We actually couldn't wait to check out.
On a plus side, the Cascata Grill was very nice where a good buffet breakfast was served.

Stayed September 2013, traveled with family
Was this review helpful? Yes 3
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, September 17, 2013
Dear Sara,

Thank you for taking the time to provide us with feedback from your recent stay. We are disappointed to learn of your experience and have sent you a private message so we may discuss further.

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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725 people have reviewed this hotel

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    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 (179)
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London
Top Contributor
56 reviews 56 reviews
54 hotel reviews
Reviews in 43 cities Reviews in 43 cities
291 helpful votes 291 helpful votes
3 of 5 stars Reviewed September 12, 2013

I travel weekly across the world, spending more than 150 nights a year in hotels across the globe, so I have a pretty good idea of what makes a good or bad hotel.

And this place is a fabulous hotel property. Location is perfect, rooms are great, public areas nice, and the pool areas, with a little more loving care – perfect. So I feel its a real shame that all this potential is let down by very poor service across almost every part of the hotel. Check-in was a nightmare, and all the rooms we had booked 6-months before we arrived were not available and it took us more than half an hour to sort out the rooms, and we still didn't get what we had booked.

There were a few minor issues in the rooms, Tvs not working, light bulbs out, etc – but nothing particularly serious – but housekeeping was totally sporadic, sometimes not happening till late in the day and little things, like body wash not being replaced, or very poor quality towels, etc, really irritated. Also, why is there no turn down and free water? Even a 3-star Holiday Inn manages to get this right. And this adds to the feel that the management are trying to Nickel and Dime guests at every turn and not put the cash back into the hotel.

Pool staff were friendly, but stayed in their towel hut (which were often ripped and dirty, like the umbrellas and sun lounger mattresses) and not servicing guests – and bar staff were impossible to find anywhere.

When we pulled up, the 5 bell-staff were all distracted by a female guest, and we spent 20 mins waiting for attention. And don't get me started on the ridiculous valet parking issue, which simply offends. The concierge was next to hopeless and the Bar Staff, grumpy and uninterested. I know we were there in the off-season – but that’s still no excuse.

Its almost criminal that such a great physical property has such appalling service. If they sorted this out this could be an excellent hotel.

  • Stayed August 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 6
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, September 13, 2013
As a seasoned traveler who stays at hotels across the globe, your feedback is valuable. Thank you for taking the time to let us know about your recent experience. We are disappointed to learn that it did not meet expectations. Please rest assured that we are committed to service excellence and are immediately addressing your comments with our team. Additionally, we are in the process of installing new flat screen TVs in our guest rooms this week and have ordered brand new umbrellas and plush covers for our pool lounge chairs. In hopes we may discuss and further learn from your experience, we have sent you a private message.

Regards,

James Paul
Director of Quality & Training
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Key West, Florida
Senior Contributor
38 reviews 38 reviews
16 hotel reviews
Reviews in 19 cities Reviews in 19 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed September 12, 2013

Arrival was outstanding. As my wife and I arrived and turned over our keys to the valet, each of the 5 employees I encountered on the way to the desk welcomed us by our name... made us feel special and welcomed. We had a king room with sitting area in Jasmine. The room was large, clean and fresh. Bath was also large, clean and fresh. Dinner in the Cacita (?) was very good... try the scallops; perfectly prepared. Departure after two nights was as spectacular as the arrival. Bell staff on the mark and car in synch with our departure. During the stay ALL employees we encountered spoke, smiled and made eye contact. Great job!

  • Stayed September 2013, traveled on business
    • 5 of 5 stars Value
    • 5 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.
Salina
Top Contributor
306 reviews 306 reviews
48 hotel reviews
Reviews in 91 cities Reviews in 91 cities
56 helpful votes 56 helpful votes
5 of 5 stars Reviewed September 10, 2013

Had the opportunity to get a Swedish massage and loved it. Gazelle did a wonderful job. The service and professionalism from entering the spa to leaving was perfect. The hotel is great as well. Attended meetings and the food and beverage were wonderful. Did not have an opportunity to play golf but the course looked wonderful. A must stay if in the area.

  • Stayed September 2013, traveled solo
    • 5 of 5 stars Value
    • 5 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.
Dusseldorf, Germany
1 review
5 of 5 stars Reviewed September 8, 2013

Second time in this hotel. This time 8 great days and nights. In all areas we enjoyed the service. Thank you very much for the great service. Special thanks to Jose Mondelus. He made us always feeling coming home. We are really looking forward coming back next year.

  • Stayed August 2013, traveled with family
    • 5 of 5 stars Value
    • 5 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 Quality & Training at Turnberry Isle Miami, Autograph Collection, responded to this review, September 9, 2013
Dear Michael,

Thank you for choosing to stay again at Turnberry Isle Miami. We appreciate you taking the time to let us know about your experience and are equally delighted to learn that our service professionals helped make your stay memorable. We look forward to welcoming you again next year.

Regards,
James Paul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hallandale Beach, Florida
Contributor
18 reviews 18 reviews
3 hotel reviews
Reviews in 8 cities Reviews in 8 cities
10 helpful votes 10 helpful votes
2 of 5 stars Reviewed September 4, 2013

We've been to this hotel many times, but unfortunately we're not going back. At this time there was no chair or towel available at the pool! SO CROWDED! There was no tubes for the lazy river. SUPER loud music! Pool service terrible! Food pricey and bad quality! Valet took 15 minutes to bring us the car.
SPA is old and outdated! The only good point was the room, huge bathroom, beautiful view. Unfortunately I can not recommend the hotel. Bad experience!

Room Tip: Rooms facing the golf course have better view.
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  • Stayed September 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 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 Quality & Training at Turnberry Isle Miami, Autograph Collection, responded to this review, September 9, 2013
Dear Maria,

Thank you for taking the time to let us know about your recent stay. We are disappointed to learn of your experience and have sent you a private message in hopes we may connect.

Regards,
James Paul
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Jersey
Senior Contributor
22 reviews 22 reviews
22 hotel reviews
Reviews in 21 cities Reviews in 21 cities
45 helpful votes 45 helpful votes
5 of 5 stars Reviewed September 3, 2013

Drove over to Miami from Tampa. From the moment we arrived we had great service - the staff always go out of their way to help but also seem to always be looking for tips. Our room had a king bed...the best bed we've ever slept on....in fact when we returned home we tracked down the mattress manufacturer and purchased the same one for our home. Our room had a balcony and overlooked the stunning golf course. The course is amazing - top notch, we enjoyed playing a round. Pool areas are well-kept, very comfortable clam-shell type loungers, and a lazy river to float around in tubes, very fun.
We ate at the Bourbon Steak restaurant - seemed to be more about the 'experience' and the presentation of the food but we enjoyed our evening. There is a walking/running track around the perimeter, about 3 miles I think, we had read previous reviews so knew to bring our running gear.
About 6 weeks after we came home we noticed an additional fee on our credit card, we were told it was a resort fee that they had "forgotten to add", we disputed the charge and it was removed with no problems. We thought that was rather strange but didn't detract from our good memories.

Room Tip: We loved the view over the golf course
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  • Stayed October 2012, traveled as a couple
    • 5 of 5 stars Sleep Quality
    • 4 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 Quality & Training at Turnberry Isle Miami, Autograph Collection, responded to this review, September 4, 2013
Thank you for taking the time to provide us with feedback from your stay last October. We are happy to learn you enjoyed our world-class amenities and comfortable mattress. Our service professionals are committed to service excellence. We look forward to welcoming you back in the near future.

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 ) Kitchenette 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):
Renowned for its two championship golf courses designed by Raymond Floyd, Celebrity Chef Michael Mina's award-winning BOURBON STEAK restaurant, three-story Spa & Fitness Center, the elite Canas Tennis, three relaxing pools, 40,000 square feet of meetings space, Beach Club on The Atlantic, 117-slip Marina and engaging kids camps all within reach of 408 spacious guest rooms and suites. Just minutes from South Beach, Turnberry Isle Miami is located across the street from South Florida's leading shopping destination - Aventura Mall. ... 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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