I have never experienced such unprofessionalism and such horrible disregard to service.
they overbooked so many rooms (there were at least 8 customers in the lobby at 3-4AM with no rooms), completely stopped answering your front desk phones (I called several times throughout the day because I was stuck in a storm and would arrive late, and even the reservation specialists could not get through), stopped running for hotel shuttle, and they had no back up plan with other hotels to move customers to. What made it worse was that there was no manager on site and the two young gentlemen left at the front desk , while well meaning, were completely unequipped to handle the circumstances. And adding to insult, they did infact have some rooms available because you were still giving rooms to spg platinum members. It was a platinum member who got a room who gave me HER room because I was alone traveling with an infant. The whole experience was COMPLETELY unacceptable.
I do not understand frankly how the managers are employed or how the hotel is up and operating. Our experience with the hotel has made us consider cancelling our spg card and account and we will never be staying with them again.
- Official Description (provided by the hotel):
- Located just outside of Miami International Airport on picturesque Lake Palmer, we offer all of the amenities you need to thrive on long stays. ... more less
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