The Viceroy is a gorgeous hotel but the front desk staff were AWFUL.
I booked through Hotwire for a good price and my reservation specifically stated 3 people (2 adults, 1 child).
When we checked in we were given a king room. Luckily we actually used a bellman this time, so he phoned down to the front desk for me. I travel a LOT (34 nights in the past 60), usually in 4 and 5 star hotels, and I can honestly say I have never once experienced the response I got.
Rather than apologizing for putting 3 people in a 1 bed room I was told that I could either pay for a cot $35 or upgrade to a 2 bed room for $50. Since my daughter is tall and we were staying for 3 nights, the 2 bed made sense.
However, I tried everything I could think of to get her to waive the fee but she wouldn't back down because. Eventually, I agreed ... what other choice did I have?
I contacted Hotwire the next day and they called the hotel. They emailed me to say that I should go to the front desk, which I did. I spoke to the same person that Hotwire did and he assured me that the fee would be removed. He just needed to speak to his colleague who put the charges on.
Anyway, on check out the fees were not reversed and I raised a stink. The same guy that I spoke to earlier said that he hadn't agreed to reverse the fees and that after he spoke to his colleague he was told that I was informed of the fees because a two bed room was bigger. WTF!?!
Anyway, I'd had enough and I asked for the manager. The response was cool but she authorized for the fees to be reversed. When I got the revised bill, there was a mini bar charge which I disputed and it was silently removed (meaning he did not say a word, just reversed the charges). However, the next revision of the bill had taxes on it. When I challenged the taxes (because I'd prepaid for room and taxes) he looked at them and said they were for the upgrade. Again, they were reversed without a word spoken. I was not at all impressed.
So... yes, the hotel is gorgeous and luxurious and the beds were perhaps the most comfortable beds we have ever slept in but until they train their front desk staff in common sense and making customers feel appreciated and doing whatever they could to make a great experience, I wouldn't recommend this place at all.
- Official Description (provided by the hotel):
- Viceroy Miami blends timeless East Asian accents, international service standards and Miami's own rich ambience to create an unparalleled resort destination in Brickell, Miami's Wall Street of the Americas.Created for discerning globetrotters,this luxury resort in Miami offers 148 residentially appointed guestrooms, suites and one- and two-bedroom residences (which include fully equipped kitchenettes or full kitchens), custom-designed Sferra linens and more non-negotiable indulgences for a truly exceptional Miami resort experience.From cocktails and small plates served poolside on the 50th floor, to the chef's tasting menu at the signature restaurant and terrace overlooking the pool deck, to round-the-clock guestroom dining, Viceroy Miami satisfies every culinary craving.Located at the northern gateway to Brickell Avenue, Viceroy Miami is ideally situated to cater to the business elite. This Miami boutique hotel is also centrally located near the city's many distinctive neighborhoods, cultural institutions, sporting venues and area attractions.Within Icon Brickell, the hotel stands steps from the 28,000-square-foot spa and fitness center, 300-foot infinity pool on Biscayne Bay, poolside bar and fireplace, and life-size chess set. Perched atop the 50th floor of Viceroy Miami, FIFTY Ultra Lounge offers the city's most exclusive lounge, while the private pool deck with bar offers dramatic skyline views unequalled in Miami.At Viceroy Miami, set the stage bayside and park-side for a business meeting, press event, photo shoot, sales presentation, conference or product launch. Versatile function spaces — ranging from traditional meeting rooms to the signature restaurant, rooftop lounge, and The Viceroy Spa Miami—make Viceroy Miami an ideal location for any gathering or meeting.The hotel also offers comprehensive catering services for every event from weddings to bar mitzvahs - including innovative culinary concepts and event planners that can assist you with all your event needs from décor, design, audio/visual or media. ... more less
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- Also Known As:
- Viceroy Miami Hotel Miami
- Viceroy Hotel Miami