We stayed at this hotel for eight nights.
Our first impression was quite positive. The Biscayne Suite was very large and clean.
However, after the second day, we got the impression that this hotel is actually a combination of several small companies that have no interest whatsoever in each other's business or success.
Every problem you may encounter will always be some other department's responsibility.
I tried to make a reservation at the spa. The spa staff told me my reservation would be confirmed by phone before the end of the day. That never happened.
But communication didn't seem to be their responsibility.
The day after, I gave it another shot. A confirmation would be sent to my room. It never arrived.
According to the spa staff they did send me the message, according to the front desk communication sometimes goes wrong. Anyway, not either one's responsibility.
In the meantime I tried to get my spa reservation confirmed at the front desk. The only option by that time were spa treatments on our check-out date. For obvious reasons, I would need a three-hour extended check-out in that case. The front desk agreed, but only if I would pay an extra $250 for the late check-out.
SERIOUSLY? $250 for a few extra hours? (While I spent eight days in their largest suite). Especially when the reason for the late check-out were several communication screw-ups on their part. I didn't feel like I should do that, it wasn't even about the money anymore.
So I told the lady at the front desk that I did not want to confirm the spa treatment.
This triggered an unseen reaction from the same lady: all of a sudden, she cared about the spa's business and contacted the spa to find out if she could charge us any cancellation fees.
(Of course not, since the treatment was never even confirmed to begin with).
She was clearly disappointed when she discovered she couldn't charge me the extra fees.
The last time I encountered similar hostility towards guests must have been in Soviet hotels I stayed at in the late 80s.
We experienced similar situations all throughout our stay.
Customer service could shift from very good to terrible in the matter of a change of personnel.
One day the valet could give you a heart-warming welcome when you arrived late at night, the next day staff clearly felt they had better things to do than to take care of your car.
Same goes for restaurant, room service, cleaning, etcetera.
On the last day our room wasn't cleaned. Called the front desk, but after a certain hour, there is no more service available to clean your room. Nobody's responsibility, that goes without saying.
At the check-out, the lady was clearly uninterested in our experience and expressed this by yawning throughout the entire check-out process. We weren't even asked about the quality of our stay.
Of course we had to take care of our own luggage. The hotel staff probably had more important things to do, like ... looking out of the window. Again, no interest whatsoever.
I don't think this will ever be a perfect hotel. The location isn't perfect and traffic noise is quite a problem.
However, should someone competent ever take over this hotel and introduce a guest-oriented policy, there's much untapped potential.
Most problems you may encounter as a hotel guest get solved by hotel staff that primarily *understands* your problem and takes responsibility. Running a hotel is all about caring about your customers. You don't even have to solve the problem, you just have to care ... or at least pretend to.
The higher - and thus farther from traffic - the better.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.