I would never step foot in this hotel again. A couple of months ago, after hours of searching for the perfect place to stay in Miami, my group (6 people), booked this hotel for 4 days, through a 3rd party site, for our stay which was suppose to be 4/19-4/22. We booked 3 Deluxe Suites, with double queen beds. Upon our arrival we were told that 2 of our rooms were not booked as double beds, but my room did have the double beds (even though we booked the exact same thing for all 3). We spoke with the girl at the front desk, who did not have very good customer service skills, and explained to her that we booked the same thing for all 3 rooms. After about 10 minutes speaking with her, she contacted the manager, and he came out to speak with us. We explained to him what the situation was, and he first told us that the 3rd party entered the information wrong, and that they booked us for 3 Executive Suites, with a single bed. When I mentioned to him that the girl just told me that my room was correct, and was a deluxe with double beds, he started typing something in the system, and then said "oh no, that's incorrect, she entered the wrong codes" (his customer service skills was also not good at all). He placed full blame on the 3rd party site, and when we showed him the confirmation we had from the 3rd party that showed that they made the correct reservations, he then quickly changed his story to tell us, "well, the hotel is having some plumbing issues right now, and I would love to give you the rooms you reserved, but they are not available". At this point, we're thinking, well which one is it? Did the 3rd party site put our information in wrong, or is the hotel having plumbing issues that are keeping you from accommodating us with what we paid for? He never made that clear by the way. Upon talking to him further about what he was going to do bout the situation, he told us that he would not be able to place us in the deluxe suites that we paid for, but he would gives us 3 COMPLIMENTARY cots to accommodate us. After going back and forth for a while, we agreed to accept the 3 cots, and try to deal with the situation. At that point, we found out that all of our rooms weren't even available yet. The other 2 rooms were ready for check in, but my room, which the girl originally told me was booked as the deluxe, double bed, but switched to an executive suite, was not ready. My roommate and I decided to go up with the other people in our group to sit in their rooms while we waited on ours, and my roommate gave the girl at the desk her number to call when our room was ready.
We were told that the suites we were given had couches in them, but when we got upstairs, we realized that rooms were way smaller than the deluxe suites that we booked, and there was no couch in one of the rooms. A couple of us returned downstairs to the front desk to let them know that the rooms were not satisfactory, and that we would like to be reimbursed the difference, for the downgrade in rooms. The manager told us that, he would not reimburse us because he was giving us the cots to make up for the difference in money because the cots cost the same amount per night as difference between the deluxe and executive suites. We then told him that during the previous conversation, he told us that our cots would be complimentary, therefore they were suppose to be free, and never did he tell us that the reason he was giving us the cots was to make up the difference in room prices because we would never have agreed to that. He then pretty much called us liars by telling us that he explained that to us. After going back and forth with him again for about 20 minutes, and when told him that we no longer wanted the cots if we had to pay for them, and we just wanted to be reimbursed for the difference in the room prices. He did not want to reimburse us, so he tried to offer us free breakfast, which in no way is a substitution for our money, so we declined. Realizing that we would not be able to get this issue resolved dealing with him, we gave up, and asked for his supervisors name and number, and the number to the corporate office. He told us there was no corporate office. When we got back upstairs we realized that he gave us a bogus number for his supervisor, and that there was indeed a corporate office. We spoke with a lady at the corporate office who gave us the correct number for his supervisor, and was very apologetic for the way that we had been treated.
We got on the phone with the company with booked the trip with, they informed us that our information had been entered correctly, and they spoke with the same manager we spoke with and he mentioned nothing to them about a plumbing issue, but he did state that they didn't even have Deluxe rooms with double beds at this hotel. Being unhappy about the way we were being treated, we were relocated to a new hotel by the company we booked with, but we had to wait until the next day because we would still be charged for one night.
Someone in my group got up early the next morning to speak with the supervisor that we had been trying to contact the day before, and his customer service skills were way better that the previous manager Jose. He apologize for everything that we had been through, and told us that he would love for us to stay but understood why we wanted to leave, and told us that the situation would be handled accordingly.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.