The room, pool and bartender were fine. Here is where this hotel left my family feeling bad. I think part of this is just because Miami sucks, but mostly it is because of poor local management of the hotel.
- Shuttle service is horrible #1: We called from airport to be picked up by shuttle. It took 4 calls and almost an hour's wait before a threatened bad review had them tell us to take a cab and they would pay for it. It is great that they finally paid, but we shouldn't have had to wait so long. During the third call, one woman was very rude on the phone, saying "you just called 2 minutes ago", when it had been over 15 minutes since our last call, and 40 minutes since our first call.
- Bad signage #1: When at the front desk, it is not obvious where the elevators are located. There is no sign saying "elevator" with an arrow. No one at the desk volunteers this info. this means that although many, many people must ask them every day "where are the elevators" they don't see fit to either tell people proactively or put up a sign.
- Bad signage #2: I left my family in the room and went to check out the pool. The pool was OK., but I was trapped outside the hotel without a key to get back in. When I finally got a passing guest to let me in, I looked around inside the door and noticed that there was nowhere a sign warning "if you go out this door without your key, you won't be able to get back in". I thought this an obvious oversight, and politely suggested to the front desk that they should put up a sign, etc. They insisted there was a sign repeatedly, and were argumentative and rude. Wow! that was weird. We were all looking at the door together, and believe me, there was no sign.
- Shuttle service is horrible #2: First, be advised that between 12 and 7 AM. there are only shuttles once per hour, on the hour. This is not very good for an "airport hotel". I was out early to make sure we got on the shuttle, given our earlier problems with their service. A shuttle pulled up, and i was repeatedly, rudely told to get my luggage away from it, or to move back - hard to understand the person. It turned out that that shuttle was for airline crew and not guests, yet no one informed all the guests waiting there. This is typical Miami, where no one just politely tells people things they need to know voluntarily. Eventually, the real shuttle started up. It quickly became horribly overcrowded. I witnessed a family going to a cruise, forced to be split up, leaving some members behind to take a cab. not a good scene.
Overall, management fails to recognize that their shuttle service is horrible and not adequate. Management has also failed to insure that the front desk staff and shuttle staff are polite and informative.
Overall, the room was ok, but the experience was bad. I wished i'd stayed somewhere else. Also, the hotel is a fairly long ride from the airport, not what i'd normally consider an "airport Hotel" distance.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review of your past stay with us. I always appreciate hearing from our guests – including places of improvement. I apologize for the disappointing experience and I have taken your comments to our team to ensure that in the future, better signage is available and improvements are made with our shuttle services. We will also offer additional customer service training to ensure all guests receive the hospitality they deserve. The next time you have the opportunity to travel to the area, I hope that you will be our guest again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.