First of all, I will say not all the staffs were rude. The guy who checked us in was very friendly.
About a month ago I had called both the hotel (and the starwood reservation line) to inquire about package handling policy. I was told by both (AND found the actual wording online, attached in picture) that there was no problem to get a package sent to me at the hotel even a few weeks earlier, and there would be a $5 handling fee. (as stated on the website, per package)
When I requested to pick up my package, the man there started saying that it would be $5 per day. Meaning that since my package arrived more than 3 weeks early, he was going to charge me nearly $150 handling fee. I told him I had called twice to confirm, and he insisted that "if you called the hotel directly, our staff would know and tell you it is PER DAY" he also said "it is stated on our website that it is $5 PER DAY". Since my package was only worth $80, I told him I won't bother picking it up then. However, after I finished my conversation with him, I went on their hotel website and found the wording: "there is a $5.00 handling and storage fee per package which will be added to your folio/room bill". I printed the screen and brought it to the front desk, but the man refused to look at it.
Link to policy: http://www.starwoodhotels.com/element/property/overview/announcements.html?propertyID=3450
I then asked to see the manager, and he refused to get the manager. He kept saying the manager is away. I was very upset with this and he said the website is wrong. When I continued to insist speaking to the manager, he then suddenly said he'll let me have my package "this time". I'm sorry - this was not my mistake. It is clearly printed on starwood's Element hotel website, and the two people I spoke to prior, both gave me the same exact answer. Not only did this guy try to rip me off (and I wonder how many other guests he ripped off) he refused to get the manager and was rude.
Further more, we had booked a one-bedroom suite, and the handle in the bedroom door was broken and not fixed (there was a screw on the floor).
Overall, if you are just looking to stay for one night to catch a plane it is fine. But when you've got problems, they are definitely not going to be helpful. And watch the fees!
- Official Description (provided by the hotel):
- Located just outside Coral Gables, our hotel is conveniently located near the Miami International Airport. We have one meeting room onsite, perfect for business meetings and training seminars. ... more less
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