Took our daughter and 3 friends for a birthday trip. Stayed in a 2 bedroom suite. The hotel property is very well situated in Coconut Grove, within walking distance to wonderful shops and restaurants. The suite was perfect for what we were looking for. Nice, but not extravagant. Very large, which was perfect as there were 6 of us staying together. Spent the extra $30 for the soaking tub on the patio, which was worth it for the kids. The hotel room was very expensive though and would NEVER recommend this place due to lack of customer service or just plain service.
Should have known we were in for trouble prior to our arrival as multiple phone conversations were very troubling. Called several times prior to arrival to ensure we could check in prior to 4 pm. During the phone calls, we were put on hold, hung up on, transfered all around the hotel and became flabergasted at how difficult it was to make a simple request. Arrived at 2 p.m. and room wasn't ready. We were given our keys at 4:45 p.m. Manager finally told us the previous group didn't check out until we arrived, however our room wasn't prioritized for cleaning and they really didn't care. Spent the time at the pool deck. Area is lovely, pool is somewhat small. Towels were disgusting, ragged, small, thin, stained. Even after they brought new ones, they were still gross.
We had made dinner reservations at Spartico, the restaurant on site. We thought it would be the simplest thing to do with the 4 girls. Again, had called the restaurant several times to discuss birthday arrangements and hung up because of excessive wait times or got disconnected when transferred multiple times. First dissapointment was when we asked if we could bring in a special cake from favorite bakery. Not only were we told absolutely not, but they wouldn't discuss any special arrangements for the celebration. We told them we'd bring a cake and eat it in our room. Dinner was actually pretty tasty. HOWEVER, after the fiasco's with phone calls, the restaurant not only served our daughter a cake (without discusssing with us), but had the nerve to then charge us $45 - even though we didn't want it and had a good cake in our room. VERY expensive dinner, and although food was good, was not as good as it cost.
No coffee maker in room. Husband went down to restaurant to get coffee in the am. Received tiny cup. Asked for a glass of ice as there are no ice makers on property and you have to call room service to receive some. They wouldn't give him any and said they would have it delivered to room. After 45 minutes I went back down. Front desk said it wasn't their problem to talk with restaurant. Restaurant laughed and gave me a cup of ice.
Consistent theme was that no one cared. All staff were pretty rude and even when they did try to help, it was truly just lip service. They passed off responsibility for anything to someone else and appeared incredibly lazy. We have stayed in hotels around the world at all costs and are willing to pay for what we receive, however we have never experienced anything such as this, even at hotels that would be considered cheap - which this is not. Very, very sad as the hotel has potential. Would recommend you stay anywhere but here, unless there is a complete and total overhaul of all staff and some expectations set for appropriate and minimal customer service.
- Also Known As:
- Mayfair Hotel Miami
- Mayfair Hotel And Spa
- Mayfair Hotel
- Mayfair Hotel Coconut Grove
- Mayfair Coconut Grove
- Official Description (provided by the hotel):
- Among The Most Exciting and Luxurious Coconut Grove Miami Hotels. Thrill to the excitement and vibrancy of South Florida - while enjoying the personalized service and stylish ambiance of a hip boutique hotel. Located in colorful Coconut Grove, a few miles from the beaches and downtown Miami, the Mayfair Hotel & Spa is in the heart of world-famous shopping, dining, and attractions. Admire our Miami Florida hotel's unique lobby, an Art Nouveau treat featuring a mini-rotunda, curved walls, and impressive columns. Stretch out in superior luxury in one of our 179 suites-most with private balconies and Japanese Hot Tubs. Our four-diamond Miami hotel rooms offer attentive service, upscale amenities, and blissful tranquility, in a sensual setting. ... more less
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