We booked for 3 nights for Valentine's Day, I was very excited to try this new hotel right in front of Bal Harbour shops, but we left the next morning...
My first thoughts were that the hotel was very modern, up to date with technology and has an outstanding service. The room is very spacious, very clean and has two big balconies facing the ocean. BEAUTIFUL.
We arrived around 6PM, and ordered room service for diner. Gazpacho, Caviar, Salmon, Pasta to the Crème Brulée, everything was delicious, but our entrance door kept making a weird annoying noise every 20 seconds! (Like a dog was scratching the door) The noise was due to the wind in the corridor making our door move.
We tried to lock it and jam it, but nothing would stop the noise... So we called the front desk to let them know, because we didn't want to be annoyed by the noise, neither get woken up by it.
They said they would send someone to check it out... No one ever came and we didn't bother to call back...
The next morning we got woken up around 9:30AM by construction on the superior floor (hammer). Then there was a first phone call around 10AM, we didn't answer it. Then, a second one around 11AM, which we didn't answer as well...
I couldn't stay in bed anymore, with all the noises and phone calls coming in, so I called the front desk to let them know that the construction at 9:30AM was unacceptable and to know who was trying to call our room, the women had no idea and she told me she would get more information and come back to us. But again, we didn't get any feedback. We figured out the phone system and listened to the message that was left by the front desk manager. He was trying to get a hold of us to let us know that the noise came from the elevator due to the weather that was very windy last night.
Not only did they not come the previous night to fix the situation, but they woke us up to let us know why the noise was there and did nothing about it.
We called the front desk manager back, he was apologizing, but pretty much said there is nothing they could do. The 8th floor are residences and they can't tell them when they can or cannot do construction, which is understandable, but at that point they should have offered us to move to another room! The hotel was DEAD, there was no nobody, for sure they had another room available, but they didn't seem to care. Our door was still doing the noise and there was no wind outside.... It wasn't due to the windy weather, our door was simply loose, and with the elevator going up and down it made our door move!
We live 10 minutes away in a beautiful home. At this point, I was very upset, so I decided to just go back home and cancel the 2 other nights at the hotel. My Tempur-Pedic bed and quiet home was definitely more romantic than my stay at the St-Regis hotel.
When we check-out, they try to offer us a complementary diner at the J&G restaurant and to change us to a room further from the residences, but at that point it was too late... I already packed all my bags and called for my car. We didn't want anything free, we only wanted what we payed for to be has expected from their hotel.
We payed our bill, and told them we might try them another time, the hotel isn't bad at all, but the situation wasn't handled properly...
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 5, 2013
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Thank you for your feedback and taking the time to post your comment. Although I am pleased to learn that you liked our guest rooms and the breathtaking ocean view, I am disappointed that it was not a flawless stay for you.
We clearly missed the mark with providing you with an exceptional experience in many areas. Please accept my sincere apology for falling short of showing you the value you deserve when staying with us.
Please allow me the opportunity of discussing your comments further so that we can examine the issues which you have noted. I may be reached at 305-993-3310.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.