From the moment I arrived at the hotel, I noticed the uppity attitude of the front desk. I had just driven 4 hours from Orlando, dressed casually in comfy driving clothes, tired, and anxious to check into my room and rest. But instead, I was forced to wait for 45 minutes until the man and woman (apparently dressed for their appearance the Academy Awards or something) who arrived AFTER me were accommodated and served by both employees at the front desk.
I bit my tongue and went with the flow, until it was my turn to check in. Let me just say that there was a huge, noticeable difference between the way the woman at the front desk treated me vs. the couple dressed in gold lamé with the exotic accent. She didn't even look up from her computer while speaking with me and I SWEAR she looked down her nose at me when she finally did look up.
Anyway, I decided to brush it off and went to my room for a long nap and a bath. Bathroom was very nice, by the way.
The in-room hotel guide stated that coffee would be served in the lobby every morning, but that a one-cup coffee maker could be sent up to the room upon request. So, while I was waiting for valet to retrieve my car, I asked a different staff member at the front desk about the single cup coffee maker, since I like to drink my coffee as I get ready in the morning. She literally looked at me like I was an idiot and told me that I could use the "card on the side table to indicate what I wanted to order from in-room dining, and hang it on the door". Then she turned to the person next to her, smiled smugly, and started talking about something else. Just like that, I was patronized and then dismissed.
I wasn't surprised, given the "warm" greeting I received while checking in, but I WAS puzzled, because this time I was dressed up!
At tvis point, I was beginning to feel like Julia Roberts in "Pretty Woman" and I was ready to throw a wad of cash at someone.
I could go on and on about the snobby attitudes and rude comments that I dealt with (only from the female staff, the make staff - especially the gentleman who worked the valet counter were awesome). Let me just conclude this review by mentioning that 5 star amenities can easily fade into the background when overshadowed by 1 star service from one or two staff members.
At $300+ a night, I expected more from the staff at this hotel. I expected professionalism and friendliness, rather than catty, rude, high-school behavior. Management should invest in some sort of etiquette training classes for these girls. At least then, they'd be able to "fake" being friendly to guests. Especially since the guests are the driving force behind the hotel's reputation and more importantly, staff paychecks.
I will definitely take my business and stay somewhere else during my next extended visit to Miami.
I won't patronize the Epic hotel ever again, thanks to the girls at the front desk.
- 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