Let me start by saying this was my second stay at Epic this year. My first time in April was very enjoyable. This review has the potential to be really long so I will use fragments for brevity. Booked in May for Aug 7-11. Annual Girls Weekend. Two Double Rooms with Waterview. Requested early check-in. Called from the airport that morning to see if they would be able to accommodate the early check-in and making sure our rooms were on the same floor (also requested on the reservation). Told at 7:15 am that both my rooms would be ready when I arrived at Noon. Neither room ready when we arrived. Didn't get into a room until almost 6pm. Told that we could not be on the same floor (it's a Chick Trip, of course we want to be on the same floor, especially since we couldn't be adjoined). In order to do it they would have to move "an amenity they were surprising me with" to the room they finally "located" on the same floor.This took 3 hours (yes! to move an amenity). Obviously they were stalling because they weren't ready. They guarantee your room(s) to be ready at 4pm. Basically, instead of enjoying Miami, we were held hostage in the lobby and at the pool (our luggage is in a bell closet) because they kept saying "just a few more minutes". Finally in one room and I get a call to come to the front desk. They have screwed up my credit card and needed more money. They didn't honor my Kimpton rewards perks and charged an additional $400 per room for incidentals after explicitly telling me that since I was a Kimpton member, they do not. Unprofessional, condescending Kevin and Felix (who tried to help) had no clue and held me at the front desk for over an hour. I explained how I wanted the remainder of my charges handled and they just didn't get it, claiming the system wouldn't allow me to use another card. A manager came up after an hour, we explained, she went in to the system, applied the card and figured all was well. Mind you, my second room is still not ready. She attempted to appease me with 4 drink tickets (there were 7 of us). After refusing to haggle (I felt like I was at back woods used car lot), we explained that we would stay our obligatory one (1) room night and would be checking out in the morning and returning to the Eden Roc where we usually stay ( I wasn't bluffing at all). I had already pulled up reservations on my phone while dealing with Kevin and Felix. She gave us two credits to be used in the hotel. The second room was not Water but City View (ridiculous). We dined that night in Area 31 (hotel restaurant). Waiter introduced himself, took drink orders left and 15 min later with no explanation someone else was asking us for our order. We ordered (sick of them by now) and dined on the most underwhelming meal I've had in a long time. I found myself longing for chicken fingers which by the way, I don't even like. Two days later at the pool, ordered a round of drinks, 45 minutes later, nothing. No explanation, no interim obligatory "I didn't forget you". Just nothing. I am typically relaxed, laid back, easy going and understanding. But this was ridiculous. I stopped another waiter (Juan) who was kind enough to explain that the computer had gone down at the change of shifts with the bartender. I wasn't sure if I bought it because I kept seeing food and alcohol being served during my wait. Ashley (my original server) came over after I saw Juan talk to her and apologized and the offered the first round on the house. The next round came out a lot faster. Housekeeping was excellent. Mercedes on the phone before my arrival was great but what she communicated to the morning staff was never executed. I polled my friends and we unanimously decided that overall this was an EPIC FAIL and we won't be returning. Staff needs training on communication and follow up. I am an Image Consultant and Life Coach. Epic looks good on the outside but when you get up close; it's an inconsistent facade.
- 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