Last weekend, my elderly mother and I flew from DC to Miami to meet my siblings for a cruise. Unfortunately, I broke my foot 7 weeks prior so was not able to be much help to my Mom --she was caretaker to me instead. We booked this hotel because they advertised free airport shuttle, which was of utmost importance to us. We followed the hotel's directions to a T--called as soon as we landed to request the shuttle. The hotel stated it would be approximately 15-20 minutes till they arrived and told us where to stand to catch the shuttle. My mother told them I was on crutches so we needed the shuttle asap. We asked airport personnel where to wait to ensure we were in the right place and indeed, we were. Every hotel shuttle in Miami proceeded to drive by, as we painstakingly waited on a sidewalk without seats nearby. We kept assuming that it would be any minute that they came by- after about 30 minutes, we called again--once again, told it would be just a few minutes and we confirmed where we were standing. All this time, I was a handicapped person with an elderly mother, waiting in the extreme heat and humidity, exhaust fumes abounding and desperately scanning each van that went by. We called again, this time expressing extreme displeasure. The hotel people were not helpful, proceeded to tell us we were in the wrong spot, etc. They once again told us another 30 min. wait! At this point, I was near tears. In hindsight, we definitely should have gotten a cab. All in all, the wait for the shuttle was 1.5 hours!! The shuttle driver kept telling us he had gone by twice but never saw us (yeah, right--a woman on crutches is SO hard to spot!). To make it worse, I sprained my one good ankle trying to get into his van, which they told us was handicap accessible. We then made it to the hotel and asked to speak with the manager--we were told there wasn't a manager--she had gone home. The next day, we asked again to speak to a manager and the desk clerk kept telling us she was busy--and they finally agreed to give us a price break on the room. They honestly acted like we did not have the sense to stand in the correct place and therefore, we were in the wrong. Nothing could be further from the truth. This hotel in no way adhere's to the premise of what Marriott stands for and we will be further reporting this to corporate headquarters. The ONLY reason I gave it 1 star was that is was clean and quiet, although it was in a shady part of town. Word to the wise--do NOT count on their shuttle service! Also, we took a cab to the cruise port--a lot cheaper and more convenient--the hotel's (for pay) shuttle was running late--no surprise there!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for taking the time to write this review, our shuttle runs every half hour to and from the airport, we apologize for the inconvenience but we've not had this complaint before
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Thank you for taking the time to let us know and we'll be sure to check our schedule to ensure we're not missing any opportunities
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.