As someone who travels 180+ nights a year this hotel's mismanagement and mean spirited staff are simply shocking.
First, I arrive the hotel shortly before 3pm and the driveway is impassable. To add insult to injury the valets who are retrieving cars cut me off not once, not twice but three times so I cannot advance up the drive. Real classy. Nobody evens blinks at me or offers to help me with bags when I exit my car and while I carry my 3 bags into the hotel. All I had was a valet ticket stuffed in my hand and gruff man tell me in poor English the overnight parking charge is misprinted on the ticket and actually costs $37. Oh the grace...
Second, they inform me they have no rooms ready but some guests get a room as I step away and watch. After 45 minutes and my checking back a few times the issue is resolved.
Departure day I call the valet, retrieving my car was painfully slow to start. The familiar story plays out. Nobody evens blinks at me to offer to help with bags, fine that is now expected. The driveway is jammed that is expected to. THEN ALL HELL BREAKS OUT. The valet retrieving my car cannot open the trunk so he stands and watches me do it. Another colleague then stands next to me as I begin to load my bags, why HELP? Then, the original valet asks if I speak Spanish. I say no. He runs away as he speaks no English. Another colleague then returns with yet a third colleague asking me to go back to the cashier. I say that I have paid and checked out (my Florida resident rate includes parking). He then starts yelling at me accusing me of not paying and will not release my car. I show him my hotel bill. Not satisfied he accosts me further like I am some common thug. I tell him the hotel wasted 45 minutes of my time yesterday, not to mentioned just trying to park. I tell him to get me a manager. The so called manager an unimaginably aggressive and rude person further accosts me and demands I show him the bill I just presented. I tell him I have had enough as 3 valets accost me like I am a deviant thug. I had just paid the prevailing rate that includes parking and they treat me like I am a criminal miscreant. Furthermore, I spent over $700 at Zuma Restaurant on site the night before.
Finally, after detaining me, my car is released and he promises to bill me. Really, I paid the rate!!!
I have never seen such a low class thug minded outfit in my life, in 12+ years of heavy travel and 1000+ hotel stays.
The staff are poorly trained and want not more than to scalp the guests while providing non-existent service. I will add to the rooms have limited soundproofing and I heard all manner noise all night long.
FYI valet also try to upsell nice cars for parking on the parking deck, for an extra $40
This is hotel is an epic failure while utterly hostile with guests, so STAY FAR AWAY. There is a new Marriott across the street, the Conrad, Four Seasons, Viceroy and Mandarin Oriental are all near and all 1000% better.
- 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