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“Overrated and Poor Service” 1 of 5 stars
Review of Biltmore Hotel

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Biltmore Hotel
4.0 of 5 Hotel   |   1200 Anastasia Avenue, Coral Gables, FL 33134   |  
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Ranked #1 of 11 hotels in Coral Gables
GreenLeadersGold level
Southern US
Senior Contributor
44 reviews 44 reviews
35 hotel reviews
Reviews in 35 cities Reviews in 35 cities
52 helpful votes 52 helpful votes
“Overrated and Poor Service”
1 of 5 stars Reviewed April 15, 2008

The room we stayed in was small, cramped, and slightly musty. The location is not good for a vacationing family- not much to do in or around the hotel. Some employees don't understand customer service. The gym attendant told us we could take some pool towels to a nearby beach. As we were walking out to the parking lot, a security guard came running after us as if he was chasing a thief. He was very rude telling us we couldn't take the towels. We told him the gym attendant told us we could take the towels. He accused us of lying and grabbed the towels from us. I can't believe this security guard treated hotel guests this way over 2 pool towels. The front desk acted indifferent when we complained. The Biltmore should not be billing itself as an upscale hotel when the rooms and service are clearly indicate otherwise.

  • Liked — Nothing
  • Disliked — Rude Employees
  • Stayed February 2008, traveled on business
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Chicago
1 review
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed April 10, 2008

Absolutely beautiful, no construction going on! Wish they had CNN and MSNBC, they only provide FOX News! No free access to internet and the price is high to pay for it. No coffee pot in the room which mean you must go down to the coffee shop and pay $3.50 for a cup of coffee! Staff is very nice! Food and Drinks are really really expensive and so is the golf $195 for twilight. This could be the most wonderful place if they would just loosen up a bit on the prices but maybe they are just catering to people on corporate expense accounts, there are tons of suits here during the week!

Stayed April 2008
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Weston, Florida
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 4 cities Reviews in 4 cities
57 helpful votes 57 helpful votes
4 of 5 stars Reviewed April 6, 2008

Stayed here with my wife and 5 year old daughter, the room in the main tower was beautiful and very good size, especially the bathroom, all renovated and had a beautiful view of the course.
Service was friendly and prompt. Huge Pool has sun on one side and a hallway and dining on the other, which is a great place for lunch or breakfast.

  • Stayed March 2008, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Check in / front desk
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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orlando
2 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed March 28, 2008

This is an absolutely beautiful hotel! My family and I stayed the weekend of March 21, 2008. We are a family of five and were able to all stay in one room (junior suite). The room was huge, extremely clean, decorated tastefully and had a lovely view. There was not one single speck of mold in the bathroom - which is not only amazing for a hotel but almost impossible for a hotel in Florida! The architecture was fabulous - picture postcard perfect. The service was gracious and very prompt. When we checked in, I called the front desk to request a roll-away and it arrived in under 10 minutes and was large and very clean. Another request was for towels and more than enough were brought in fairly quick time. Front desk staff, valets and restaurant staff were all very courteous and attentive. I only have two complaints: the bed could have been more comfortable (pillowtop sagging toward middle) and the gorgeous courtyard restaurant was quite expensive with very small portions served.
The Biltmore is in a residential neighborhood with very little to do in the immediate area but is very convenient to the University of Miami. Before booking, I read some negative reviews of this hotel on another travel site but I do not share those opinions and would absolutely recommend staying here.

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Pinner
Senior Contributor
34 reviews 34 reviews
34 hotel reviews
Reviews in 26 cities Reviews in 26 cities
34 helpful votes 34 helpful votes
2 of 5 stars Reviewed February 23, 2008

My wife and I just finished a wonderful cruise an had booked a further 5 days at the Biltmore. The first problem was trying to get a cup of coffee. We went to the general restaurant and was told that it was being set for the evening we were directed by a rather offish hostess to "the coffee shop". This is only a shop to get coffee in a cardboeard cup to take away. when we asked where we could sit down and be served with coffee in a real cup , she was very rude and told us we could not get it. This is a 5 star hotel - one of the leading hotels in the world group. We then asked at front desk and again was told to go back to the Coffee Shop. when we said that we wanted just a cup of coffee. we were brushed off. We ended up in our room having to have room service. we booked dinner in the restaurant for the next night and was not asked whether we wanted to sit inside or on the terrace. When we arrived the next day, the hostess immediateley told us that outside was not available. when we queried why we were not given the opportuniity when we booked she just ignored our comment. Eventually a manager sympathised and offered us a complimentary brunch. When we went to check out- this Complimentary meal was charged at $165. I had to argue the point to ge it removed from the account. The bellmen, concierge and waiting staff were excellent but the other did not know how to communicate or look after their guests. The Swimming Pool is reknown to be the biggest in the USA - it is also the coldest. I wondered why it was so empty!!!.

  • Liked — clean and spacious
  • Disliked — no safery rails in bathroom
  • Stayed February 2008, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Check in / front desk
    • 4 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.
Boston
1 review
4 helpful votes 4 helpful votes
1 of 5 stars Reviewed February 17, 2008

I've traveled the world and stayed at a number of 3,4, and 5 star hotels, and I've never had such a poor experience as I've had at the Biltmore.

When my wife and I first arrived at the hotel there was no bellman to take our luggage to our room + we had to wait 15 minutes on line (only 2 people ahead of us) just to check in.

We had the buffet breakfast the next morning and it was $25 per person for a very average buffet. The first was not fresh at all.

We had to call room service twice to request that they clean and service our room that day. In every other 5 star hotel I've been to they cleaned our room 2-3 times a day, and we never had to ask them to do it.

It gets worst...

We book a conducted tour of Miami for the following day, the concierge flat out lied to us. He said the tour would in a small van with at most 7 people, and not a big tour bus with 50 people.

So we booked the tour, $75/per person. Long behold we were picked up by a big tour bus with 50 people!?!

I've never had a concierge flat out lie to me like that. It's outrageous.

My wife and I were completed shocked by the complete lack of service and professionalism at this hotel, if you ask me it should be stripped of it's 5 star rating.

If you're considering staying here, I would strongly recommend against it. Save your money and go to a Westin or the Intercontinental instead.

  • Liked — The architecture and the view
  • Disliked — The complete and utter lack of service and professionalism
  • Stayed February 2008, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Check in / front desk
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
    • 1 of 5 stars Business service (e.g., internet access)
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Owl's Head, Maine
Senior Contributor
36 reviews 36 reviews
19 hotel reviews
Reviews in 24 cities Reviews in 24 cities
28 helpful votes 28 helpful votes
4 of 5 stars Reviewed February 15, 2008

The Biltmore is beautifully restored and does a good job of sharing its interesting history. On our second stay, we were upgraded to a lovely suite with patio. The views were lovely. The rooms were very comfortable and the bathroom above average. The staff was very good.
The only thing that left a bad taste in our mouths was the Fontana Restaurant. We did not feel that the service or food merited the high prices charged. The service was disinterested at best--too bad, as the setting was charming.Because we were tired after a long trip, we opted to eat there twice--and each time were disappointed. The room service offerings were very limited.

Stayed March 2007
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Additional Information about Biltmore Hotel

Address: 1200 Anastasia Avenue, Coral Gables, FL 33134
Phone Number:
Location: United States > Florida > Coral Gables
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Green Hotel in Coral Gables
#2 Business Hotel in Coral Gables
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Biltmore Hotel 4*
Official Description (provided by the hotel):
The AAA Four Diamond Awarded hotel features 275 guest rooms including 130 spacious Mediterranean styled suites and two famed Presidential Suites, a Donald Ross 18 hole golf course, 10 lighted tennis courts, the signature Palme d’Or restaurant, Biltmore Spa, The Culinary Academy, 75,000 square feet of meeting and function space and is a preferred venue for notable high society events and weddings.The legendary Biltmore Hotel in Coral Gables has been a favorite of world leaders, celebrities, and sports stars since its opening in the 1920s. Offering much more than exceptional accommodations, the Biltmore Hotel showcases championship golf, cosmopolitan dining, a luxury spa and premier conference facilities, all while exceeding our refined guests’ expectations. Perhaps this is why we’ve remained Miami’s only four-star, four-diamond hotel for six consecutive years. Graced with natural elegance and sophistication, the Biltmore Hotel offers a stunning location in the exclusive Coral Gables area, minutes from South Beach, downtown Miami, Coconut Grove and the Coral Gables business district. Surround yourself by old world charm and beauty at the Biltmore Hotel. ... more   less 
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Also Known As:
Biltmore Hotel Coral Gables
Biltmore Coral Gables

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