My husband and I came here for 3 nights, looking for a quiet and convenient getaway from New York. We returned for 1 additional night when our flight was cancelled.
We booked through Amex Platinum. We were not given an upgrade during check-in, which is an Amex Platinum benefit, based on availability. When we asked about this, we were told that the hotel was "fully committed" for the 4th holiday weekend. However, upon noticing that the hotel did not seem very crowded, we enquired with two other staff members and both told us that the hotel was at 50% occupancy. This is not really an issue for us, as the room we reserved was beautiful and no need for an upgrade. Just be aware, though, that this hotel does not honor the Amex Platinum upgrade benefit.
The bed we had for the first 3 nights (room 1612, I think) was uncomfortable- uneven mattress, no pillow top, foam pillows that were full of lumps. I didn't sleep well, but figured that all of the beds were like that. When we arrived back for an unplanned 4th night, we had a different room with a pillow top mattress and down pillows, and that bed was very comfortable.
The buffet breakfast was very good. They make excellent croissants, and on the days they are freshly made, are as good as any I have had in Paris.
The reason I will not return to this hotel is this- it seems they frequently allow people to use the pool and facilities who are not guests at the hotel. On the 4th of July, the pool was very crowded, and there were a few children who were running around, screaming and doing cannonballs into the pool. I asked the pool staff if these children would be staying the entire weekend, and they told me that the children were "with a group who is staying at the hotel", so they could not be sure if the children would return. Clearly, the children and their parents were not guests at the hotel.
Another day, someone was having a birthday party, with 30+ people who occupied half of the pool, as well as the Jacuzzi, for most of the day. They all had duffel bags and were changing in the pool bathrooms, and obviously they were not staying at the hotel. I can't imagine that a Mandarin Oriental in any other city would allow this.
One staff member who really showed a world-class level of service, communication skill, and hospitality was Ivan at the pool. I am very temperamental right now, as I am pregnant, and I was about to have a nervous breakdown at the pool with the children screaming and misbehaving. Very quickly, and without being condescending, Ivan was able to calm me down, and then offered several ways he could make my situation better. He even followed up with me over the next few days.
This hotel should be fine if you are in town for business. If you are looking for a quiet, exclusive weekend away though, I would look around at other places.
The bed quality is not consistent in all of the rooms. If your bed lacks a pillow top, ask for a di...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 17, 2013
Dear Valued Guest,
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Thank you for staying at Mandarin Oriental, Miami and for sharing your constructive comments of your stay on Trip Advisor.
I sincerely apologize that your stay was not up to the standards of service we strive to provide all our guests.
The 4th of July time period is typically a busy period for most Miami hotels. We do honor American Express Platinum benefits and very much value our relationship with our American Express card members. In this particular instance, the next room category that you were to be upgraded to, the Deluxe Veranda, was not available.
The holiday week brings many families with children to the hotel. We expanded our pool deck last summer to be able to accommodate our guests and their families during these busy peak times. Please understand we do not permit non-hotel guests to utilize our pool or beach facilities during holiday/peak weekends and will address this with our Pool/Beach Manager, as well the Director of Security to ensure it is reinforced.
Again our apologies for the disappointing stay. I hope you will give us another opportunity with a return visit.
Area Vice President
Mandarin Oriental, Miami
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.