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“Paying is a problem” 1 of 5 stars
Review of Mandarin Oriental, Miami

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Mandarin Oriental, Miami
5.0 of 5 Hotel   |   500 Brickell Key Drive, Miami, FL 33131 (Downtown)   |  
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Complimentary 3rd Night
Ranked #7 of 129 Hotels in Miami
Houston, Texas
Senior Reviewer
9 reviews 9 reviews
5 hotel reviews
Reviews in 8 cities Reviews in 8 cities
4 helpful votes 4 helpful votes
“Paying is a problem”
1 of 5 stars Reviewed March 22, 2013

I reserved this hotel for my 21 year old daughter with a credit card 6 weeks prior to her visit. I was assured that no money would be deducted from my account at the reservation. I read online that a one night stay would be deducted. The personel at the hotel, said no, that never happens. Well, the deduction did occur. My disappointment with the personel's understanding of their own policies continued on. I received warm welcome emails, and payment emails and confirmation emails. When I called on the day of travel to pay in advance for her 3 night stay. I was told that this should have occurred 48 hours in advance to pay via a credit card, and now I should purchase an e-gift card off of their site. No where does it state this! Not on the emails, not on the website. When I did purchase the e gift card for payment, and asked how to transform that payment into something to present at the hotel, they suggested calling another company, because they do not directly handle this. In addition, they would not accept my credit card for the unstated, (but "travelers know this") $200.00 per night fee for incidentals. Having traveled in many countries and most states, I have never experienced such a disconnect between e-mails, websites and company personel. They do not understand what they are doing! It may be a language problem, or it may be a lack of employee training. No one needs this kind of confusion during what is supposed to be a "warm welcome." It felt more like a shake down with bad attitude.

  • Stayed March 2013, traveled with friends
    • 1 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MOResponse, Manager at Mandarin Oriental, Miami, responded to this review, March 27, 2013
Dear Guest,

Thank you for your feedback.

We have very strict guidelines for payments over the phone due to the increasing fraud that is apparent . For the protection of all guests, the proper paperwork should be filled out in advance so that the hotel can qualify the information with the appropriate bank institutions. In the event that credit cannot be extended over the phone, an alternative method of payment would be through the Mandarin Oriental Gift Card program which can be found on our main website.

We apologize if there was any miscommunication regarding the payment of the room for your daughter. Please contact the Executive Office if you would like to discuss this matter further.

Sincerely,

Greg Nunez
Hotel Manager
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1,247 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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Manuel Antonio National Park, Costa Rica
Senior Contributor
38 reviews 38 reviews
32 hotel reviews
Reviews in 21 cities Reviews in 21 cities
38 helpful votes 38 helpful votes
5 of 5 stars Reviewed March 22, 2013

I travel to Miami often.....from Central America......for business.....but there is always a little shopping and relaxation thrown in......I always try to stay in a couple of different hotels....just to experience the architecture and ambiance.....always wanting to learn......this was my second stay at the MO and I've decided it will be my new home base.....great location......wonderful views of the city/bay......balconies that are large enough to use.....very comfortable rooms with large work areas......great TV's and movies (I am so far BEHIND in watching anything current)......quick room service too.....I used the spa.....it was good.....and concierge service.......excellent help with my shopping lists......two nights the pool/cafe/outdoor bar were closed early due to private parties......a little irritating.....but overall.....a 5 Star Experience.....and I'll be back.

  • Stayed March 2013, traveled on business
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Washington, DC
Contributor
12 reviews 12 reviews
12 hotel reviews
Reviews in 11 cities Reviews in 11 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed March 17, 2013

This is one of those hotels you can rely on.
Great location, beautiful scenary, impecable rooms, great restaurant and a nice Spa.
Plus an always friendly staff... Mandarin is an organization that clearly does a better than good job at trainning its people and have they work with a sincere interest and dedication to the guests.
I'd say no other large chain does it as well.

  • Stayed March 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Surrey, UK
Top Contributor
79 reviews 79 reviews
16 hotel reviews
Reviews in 20 cities Reviews in 20 cities
49 helpful votes 49 helpful votes
3 of 5 stars Reviewed March 16, 2013

We stayed here after our trip to Grace Bay Club Turks and Caicos, we left 5 star to only receive 4 star. We checked in and were given our room key, not taken to our room. The meal in the restaurant was good food but the service poor, no one to pour our wine or see how we were enjoying the meal. Generally the service was average and we did not feel as though we were in a Mandarin Oriental. We have stayed in Bangkok and you just cannot compair. It is also in a vey odd location. I would say the Concierge staff were excellent.

  • Stayed December 2012, traveled as a couple
    • 3 of 5 stars Value
    • 2 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
MOResponse, General Manager at Mandarin Oriental, Miami, responded to this review, March 22, 2013
Dear Valued Guest,

Thank you for your recent review of Mandarin Oriental, Miami on Trip Advisor. Your constructive comments are very important to us.

I sincerely apologize for the deficiencies in service during your recent stay. We can offer no excuses for your disappointing experience. Please understand that providing excellent service that is gracious, personalized and attentive is our top priority and we continue to train our team of hard-working colleagues on a daily basis.

Thank you for your valued feedback. Although, we regret that we did not fully meet your expectations on this visit, we value and respect your opinion and hope we will have the opportunity of welcoming you back soon.

Sincerely,


Jorge Gonzalez
Area Vice President &
General Manager
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UK
Top Contributor
107 reviews 107 reviews
66 hotel reviews
Reviews in 82 cities Reviews in 82 cities
176 helpful votes 176 helpful votes
5 of 5 stars Reviewed March 14, 2013

Very impressed with this property.The very best location surrounded by water, enhanced by top notch comfort and great service.The chains asian heritage is the bedrock of the service culture.
Many hotel staff say the right words but lack passion and conviction.Not so here.A genuine willingness to help and to say"yes" to your requests if they possibly can.
Will certainly return.

  • Stayed February 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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USA
Senior Contributor
21 reviews 21 reviews
6 hotel reviews
Reviews in 16 cities Reviews in 16 cities
26 helpful votes 26 helpful votes
5 of 5 stars Reviewed March 11, 2013

everything about this hotel is top notch! but the view is the best thing! oriental mandarin raises the bar for luxury on all levels! the white sand beach is not only peaceful, it also has one of the best views in the city! we dined here on business, and the food was outstanding.

  • Stayed March 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Maine
Senior Contributor
31 reviews 31 reviews
16 hotel reviews
Reviews in 20 cities Reviews in 20 cities
16 helpful votes 16 helpful votes
5 of 5 stars Reviewed March 9, 2013

Here's a hotel that offers a serene experience amid the bustle of downtown Miami. The rooms are beautifully appointed and the service is impeccable. If you have the time, book a treat at the spa. It's a treat.

  • Stayed March 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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Additional Information about Mandarin Oriental, Miami

Address: 500 Brickell Key Drive, Miami, FL 33131
Phone Number:
Location: United States > Florida > Miami > Downtown
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Business Hotel in Miami
#5 Luxury Hotel in Miami
#5 Spa Hotel in Miami
#6 Romantic Hotel in Miami
#16 Family Hotel in Miami
Price Range (Based on Average Rates): $$$$
Hotel Class:5 star — Mandarin Oriental, Miami 5*
Number of rooms: 326
Official Description (provided by the hotel):
Contemporary in design and with a prominent waterfront location, the luxurious Mandarin Oriental, Miami features 326 elegant guest rooms and suites - offering dramatic views of the bay and the Miami skyline. Amenities include signature restaurants Azul and La Mar by Gaston Acurio, MO Bar + Lounge - a dynamic cocktail lounge, an award-winning tri-level spa, Oasis Beach Club, the luxury boutique Shanghai Tang and extensive meeting and business facilities. ... more   less 
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Also Known As:
Mandarin Oriental, Miami Hotel Miami
Mandarin Oriental Hotel Miami
Mandarin Miami
Miami Mandarin Oriental

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