To be candid, this is not the nicest Mandarin Oriental. However, it is still a pretty nice hotel. Brickell Key is quiet area near the business district and we appreciated being away from the hustle and bustle of Miami Beach. We enjoyed the spa, breakfast, pool area (with passed complimentary smoothies and fresh fruit) and appreciated the quality of the turndown service. The negatives - the hallways were stained (significant ink stains on the carpet) and there was some damage to the wall in our room. Generally, our "upgraded" room was nice, but not special. It was also strange that the bathroom was so open to the rest of the room. The beach area is not a real beach, and the shipyards are in view. I was completely unimpressed with the concierge desk - very inexperienced and I also got the feeling that the staff was more concerned with being expeditious than accommodating. I similarly felt that way about checkout. We requested a late checkout, which was granted. However, our key was still deactivated prior to our checkout. When we were locked out of our room after the pool, the manager (Luis) was very unapologetic, which seems inconsistent with a luxury brand. If, in fact, our key was going to be deactivated, we should have been told that when we were extended late checkout. If it was such a problem for the hotel, we should not have been granted late checkout. I did not appreciate Luis's attitude, where he reluctantly extended our late checkout by 10 minutes to placate us.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Valued Guest,
Report response as inappropriate
Thank you for your recent review on Trip Advisor. Your comments are very important to us.
I am sorry to learn that your stay was not up to the standards of service we strive to provide to all our guests. I will share your comments with our colleagues and reinforce training, efficiency and attention to detail as we wish for all our guests to have a memorable and enjoyable stay at the hotel.
I will also address the lapses in services you experienced by some of our colleagues and take corrective measures.
Although we are not located in the heart of South Beach, we pride ourselves on being a private island oasis away from the high energy of the beach area with a Five-Star Spa and excellent restaurants. The tranquility and surroundings of our pool and man made beach, although not ample in space or made for swimming, provide a quiet escape for guests trying to get away from other crowded areas of the city.
We focus on maintaining and updating the guest room furnishings and decor while ensuring total comfort for all of our guests. We will certainly take your comments concerning the guest room into consideration and make immediate improvements.
Again, our apologies for the disappointing stay. I do hope you will reconsider and give us another opportunity with a return visit to Mandarin Oriental, Miami in the future. Please contact the Executive Office for any future assistance.
Area Vice President &
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.