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“Never Valet your car!” 2 of 5 stars
Review of EPIC Hotel - a Kimpton Hotel

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EPIC Hotel - a Kimpton Hotel
4.5 of 5 Hotel   |   270 Biscayne Blvd Way, Miami, FL 33131 (Downtown)   |  
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Ranked #6 of 129 Hotels in Miami
GreenLeadersGold level
2 reviews
Reviews in 2 cities Reviews in 2 cities
8 helpful votes 8 helpful votes
“Never Valet your car!”
2 of 5 stars Reviewed July 9, 2012 via mobile

My Boyfriend and I stayed a week at Epic. The entire hotel and our view was beautiful. Our only issue was the valet service. Now maybe because my boyfreind wasn't a Marlins baseball player or hispanic or white and I wasn't dressed like a call girl & not hispanic or white, but whenever we went to check in our car at the valet they move our car to the side and then they just stand there talking to eachother, leaving our car on, with the battery running. Or if we are picking up our car I would show the lady at the valet desk our ticket, then we sit on the bench for 10 mins until a valet guy comes to us and ask to see our ticket, then when we show it to him, he walks away, doesn't radio it in, and he goes over to talk to his valet buddies. So what did he want to see our valet ticket for if he didn't do anything with it? I guess he just wondering if why were we sitting there because we couldn't possibly have our car at Epic, right?We sat there another 5 mins until I went back to the valet desk, and the lady would call it in again. This terrible service went on the entire week we stayed at Epic. There was another time when we brought our car to the valet, we saw them put on my hat that I left in the car. And when we picked up the car the next day our radio station was changed to a spanish radio statio. The valet service is not supposed to touch any belongings in a customers car or even change the radio station. That is not their car. Their job is to park the car and give the car back to the customer, not play around in the car like a child.

Another episode happened when a Marlins baseball player was standing outside, waiting for his car I guess. We drove up, opened our car door, because going on day 5 at Epic we came to terms that they do not open car doors for us, although we have seen it done for other guests there. So we wait for our car to be taken into the garage, but the valet guy just drives our car to the side, leaves it running and goes back to standing and laughing with his valet friends. At this point my boyfriend was getting tired of the valet guys jerking us around, so he decided that we wait to see how long they take to valet our car. We stood there for 15 mins. We watched a white family drive up, the valet guys opened their car doors, and promptly took their car away. We watched 3 call girls have their car brought to them with the valet guys opening the doors for them, and we watched the Marlins baseball player, Hanley Ramírez, being brought his car. Meanwhile our car is still running for 15 mins now. My boyfriend went up to the valet guys, who were doing nothing but laughing and talking and told them we've been here for 15mins and watched everyone elses car get taking of but ours. They actually had the nerve to say that they didn't know what he was talking about and smirked and said ok we'll take car of it now. Our last day at Epic, as usual we waited 10mins for them just to call for the car. We get to the airport and notice that our car had a dent and paint missing the size of a dollar bill on the right side of our car. That was not there before. We checked our car each time we picked it up from the valet and we were very careful driving. We should have checked the car before we left, but we were such in a rush to get to the airport we forgot.

We were completely disappointed with the valet service at Epic. We felt that you have to be white or hispanic in order to be serviced. We stayed a week at Epic, king bed, and a bay view. Our stay was not cheap. We have money just like the next person. But I guess at Epic it's not money that talks it's race.

  • Stayed June 2012
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 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.
, Manager at EPIC Hotel - a Kimpton Hotel, responded to this review, July 14, 2012
AngieLC
Thanks for sharing your feedback from your stay at Tripadvisor. We are saddened and disturbed to read your comments regarding the sub-par valet service you received at EPIC. Please accept our sincerest apologies for not providing the service you expected and deserve. We treat each of our guests with the same respect and we are sad to learn that you felt differently. We hope you will be giving us another chance and visiting us again. We would love to have you back as our guest to proof to you the outstanding customer service we are usually known for.
Kind regards,
Jacqueline Ploettner, Resort Manager
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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
    4.5 of 5 stars
  • Value
    4.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Arizona
Senior Reviewer
9 reviews 9 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
7 helpful votes 7 helpful votes
5 of 5 stars Reviewed July 9, 2012

We were amazed at how luxuious the room was. We did not want to leave. The desk staff was friendly and knowlegable. The pool area was chic. The water in the pool was so warm and inviting. We only staye one night but we wished we had time to stay longer. The valet service wa not great, no opening doors or helping with luggage.

  • Stayed June 2012, traveled as a couple
    • 4 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
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at EPIC Hotel - a Kimpton Hotel, responded to this review, July 14, 2012
Uncletravelinmatt
Thanks for sharing your feedback from your stay. We are sorry to hear your comments about the valet service, but we are glad your overall stay was enjoyable and fun. We appreciate your kind words regarding our luxurious rooms and our inviting pool area.
We hope you will be visiting again.
Best wishes,
Jacqueline Ploettner, Resort Manager
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Los Angeles, California
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
5 of 5 stars Reviewed July 9, 2012

We cannot say enough about The Epic hotel!! This was our second time staying (once with the beau and the other for mother's birthday) and it meet and exceeded all of our expectations (both times). While it's not on South Beach (it's in downtown Miami, but we thought this was a good thing) we had a rental car and in no time (traffic notwithstanding) we were in the South Beach area. The property is beautiful, decorated wonderfully, the fitness area was great and comfortable (and upscale) and the room we stayed in was spacious with a large balcony overlooking what we jokingly referred to as the "yacht valet", with an oversized jet tub and comfortable beds. The bathrooms were spacious as well and was able to comfortably accommodate 3 women getting ready for a night out. For my mother's birthday, they had a bottle of champagne and a large cookes with 'happy birthday' written on it - very nice touch. Farrah at the front desk is EXCEPTIONAL!!!! This will be my go-to place when in Miami.

Room Tip: Get the in and out valet, pricey but worth it.
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  • Stayed February 2012, traveled as a couple
    • 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.
, Manager at EPIC Hotel - a Kimpton Hotel, responded to this review, July 14, 2012
RoRo_V
Thanks for your great comments. We are thrilled that we exceed your expectations each time you are visiting. Great that you ladies enjoyed the bubbly and birthday cookie we sent to you room. We are looking forward to your next stay. Please return soon.
Best wishes,
Jacqueline Ploettner, Resort Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Contributor
12 reviews 12 reviews
3 hotel reviews
Reviews in 7 cities Reviews in 7 cities
20 helpful votes 20 helpful votes
5 of 5 stars Reviewed July 8, 2012

I didn't want to write a review because I want the Epic for myself.........I'm selfish and I don't want to share! What can I say I have stayed at the epic a bunch of times and each time i fall deeper in love! Keep up the good work. A special thanks to Ricardo and Jennifer at the front desk.

Room Tip: a room ending in 19
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  • Stayed July 2012, 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 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at EPIC Hotel - a Kimpton Hotel, responded to this review, July 10, 2012
Pinkyspr
Thanks for your ‘purrrfect’ review. It makes us very happy to hear that each time you are visiting you are enjoying your time with us more and more. Ricardo and Jennifer are amazing employees, making each guest feel special and cared for.
We are looking forward to your next visit.
Kind regards,
Jacqueline Ploettner, Resort Manager
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Florence, Italy
1 review
5 of 5 stars Reviewed July 7, 2012

in a city where show off is the rule, epic miami has the perfect balance of elegance, luxury and discretion. The friendly but respectful treatment approach is rare to find (almost impossible in big hotels).

Room Tip: don't be afraid to ask the front desk, if possible, they will help
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  • Stayed July 2012, traveled with family
    • 4 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.
, Manager at EPIC Hotel - a Kimpton Hotel, responded to this review, July 10, 2012
alhfirenze
Thanks for your wonderful comments. We are happy to hear that you enjoyed your stay at EPIC. We appreciate your kind words about our friendly and attentive service and completely agree with you that EPIC is a perfect balance of elegance, luxury and discretion.
We would love to have you as our guest again. Please return soon.
Kind regards,
Jacqueline Ploettner, Resort Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Miami, Florida
Reviewer
5 reviews 5 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
3 of 5 stars Reviewed July 6, 2012

When I arrived, it was a little crowded and not clear where there check-in area was. I wasn't expecting a party hotel as I was in town for business. After waiting roughly 10 minutes, a man that looked like a manager, glided behind the counter and took care of me swiftly. No one offered to assist with my baggage, that was a little disappointing. I got upstairs and settled into a gorgeously laid out room. Then was kept up half of the night due to a noisy neighbor--thin walls were to blame. Anyway, I went downstairs a little after 10pm to grab a bite to eat. The monitor and room menus were NOT helpful in determining the restaurant menus or hours. I went all the way downstairs, interrupting the happy hour crowd, just to discover that the kitchen was closed. Ugh! So I moseyed back up to 2530, ordered room service at a ridiculous price, called room service back to get a receipt, then went to sleep. To make a long story a little less painful. I received the receipt a week (yes a week!) after I requested. I left my phone charger in the room and asked if someone could get it, I waited TWO hours in the lobby (yes two hours!!!) before someone brought it down. Though I commend the gentlemen who eventually helped me I would not stay here again.

Room Tip: The higher the floor, the better the view and further you are away from the activity on the 1st and...
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  • Stayed June 2012, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at EPIC Hotel - a Kimpton Hotel, responded to this review, July 7, 2012
Natasha H
Thanks for sharing your feedback from your stay. We are sorry to hear that we did not provided the service you expected and deserve and would like to apologize for that. As I was in touch with you already, I am looking forward to hearing back from you to ensure, your next stay with us will be more enjoyable and fun.
Please visit us again.
Kind regards,
Jacqueline Ploettner, Resort Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tallahassee, Florida, United States
Reviewer
3 reviews 3 reviews
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed July 5, 2012

My boyfriend and I went for a weekend getaway. It's our anniversary so we thought a weekend on the town would be fun. I'm not going to lie, It was a shaky trip but the staff truly did everything to make up for it. We got in right on wine hour and drank the MOST AMAZING white sangria I have ever tasted. The bellmen/ escort to our room was very professional and informative. We had this nice man named Eduardo. He was a little stiff and I kinda wished he would be more relaxed or warm, but nevertheless he was very kind and professional. The room was fantastic! The bed was ridiculous and I never wanted to let go of my bathrobe. The minibar prices were fair and the showers and bubble baths I took were amazing.

However, I did get a city view and instead got a suite that looked directly at the pool level of the hotel next to it. I was a bit uncomfortable because if we wanted to open the curtains we had people laying out at the pool and naturally looking directly at our suite; however I'm not very demanding and I was a bit shy to ask for another room.
As we went up to our room, Eduardo informed us about the hotel, the amazing restaurants and events in which the hotel had to offered. I loved the wine hour white wine so much that my boyfriend called the front desk to ask what it was. We promptly got sent up a bottle and a nice little note from the front desk delighted to know we liked wine hour! I was so happy. The room and bathrooms were clean and the staff were all incredibly nice and attentive.
I don't really recommend dinner for room service other than the burgers. I ordered pasta but the pasta came cold, hard and sauceless. It was soooooo bad.I really did try to eat it but it was just THAT bad. I called down to tell if I can replace it but instead I asked for a refund since my boyfriend had ordered some other plates that were all tasty and plentiful.

Brian, another bellman was delightful, and I loved the fact that he was relaxed and genuinely friendly. He escorted us and talked with us all the way till we checked out and got into the car. It was really nice getting to know him.

We also got switched out of the room because our bathtub jacuzzi didn't work, but they worked diligently and quickly to make sure our stay was great and everything was fixed.

The only thing i genuinely didn't like was the valet. They were not friendly, no smile. Very" just give me the keys, here's your valet tab, and go". That really turned me off, and I hope they get that right because its the very first thing a visitor notices. I mean i understand the valet is supposed to just park the cars, but I just didn't feel welcomed at all until I got to the sweet men that opened the hotel doors to me.

To be honest with you, our stay was not perfect. We had little hiccups, but the service and attention the hotel gives you and the hotel room itself is so amazing that its easy to overlook little incidents that can happen in ANY hotel.

I will definitely be coming back, maybe sometime next month just for another little getaway.

  • Stayed June 2012, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 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 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
, Manager at EPIC Hotel - a Kimpton Hotel, responded to this review, July 7, 2012
Astrid S
Thanks for your feedback from your weekend getaway. We are sorry to hear that there were some ‘hiccups’ during your stay but we are happy the overall experience was superb and you had an amazing time. We are glad you arrived during our hosted wine hour - our Sangria summer special is absolutely refreshing and delicious. We are thrilled that our staff made the difference, especially Brian, who is fun, genuine and caring. We are happy to hear that you will be returning to EPIC and we are looking forward to your next stay.
Best wishes,
Jacqueline Ploettner, Resort Manager
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 EPIC Hotel - a Kimpton Hotel

Address: 270 Biscayne Blvd Way, Miami, FL 33131
Phone Number:
Location: United States > Florida > Miami > Downtown
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Green Hotel in Miami
#3 Spa Hotel in Miami
#3 Romantic Hotel in Miami
#3 Luxury Hotel in Miami
#4 Family Hotel in Miami
#5 Business Hotel in Miami
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — EPIC Hotel - a Kimpton Hotel 4.5*
Number of rooms: 411
Official Description (provided by the hotel):
The new EPIC Hotel is the premier luxury hotel in Miami, a sparkling cosmopolitan destination on the bank of the Miami River where it meets Biscayne Bay. A stunning addition to Miami, this hotel, a Kimpton Hotel, epitomizes urban design while offering guests a level of style and service expected of such a resort. With exceptional amenities, breathtaking views and dining venues like Area 31, EPIC Hotel makes for an unparalleled Miami experience. ... more   less 
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Also Known As:
Epic Hotel Kimpton

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