Oh - where to begin... I really wanted to like this property more but given the cost coupled with the numerous issues we experienced while here (we are checking out tomorrow), I regrettably have to say that the MO Miami has been disappointing. Quite disappointing, if compared to other MOs and other hotels in this league.
i. Reservations. Made a reservation on MO's website. Called hotel to change our dates. Never received confirmation email. Two days before leaving for Miami, finally received an email confirming our original, incorrect dates. Concerned, I called MO again and they said their website reservations and hotel reservations are not synched & that nothing could be done about this. Seriously?
ii. Room issues. We are staying in a suite priced at nearly $1,500/night. I informed reservations that we would be bringing our baby to this property and that i) we would appreciate if a few baby toys would kindly be prepared in advance of our arrival and more importantly, that ii) our room be situated far from others so that we would not disturb other guests.
Regarding the first point, no toys were prepared for our baby. Regarding the second, our suite has a door connecting to another guest's room. We can literally hear every conversation next door. And on our other side? We have a couple "in love" and their sessions are as audible as can be. Walls here are sadly very thin. Seriously?
Also, I'd like to add that our suite has a coffee machine that, if plugged in, causes all the lights in the room to flicker incessantly. We were forced to call engineering and they informed us that the power allocations to our room were not set up correctly so that we would be unable to use the coffee machine and have sufficient power to keep our lights steadily on. Seriously? Is this really a MO?
Moreover, while watching TV one evening, all the lights in our suite mysteriously turned off. Explanation? Our suite has motion detecting sensors. Apparently, everyone in our family is a real stiff.
Seriously? In a $1,500 suite at the MO?
iii) Housekeeping. Generally fine but over the course of four nights here, we've had turndown service twice. 50% - seriously?
iv) Concierge. We asked to have a rental car & babyseat reserved for us on day 1. So what happened? Next day, neither were reserved. Thankfully, there a few staff members who were able to rectify this problem. But once again, issues, issues, issues. Seriously.
On the flipside, the restaurant service was good and the doormen also were fine.
Again, I came here really wanting to love this property but as we're preparing to head back to NYC tomorrow, it is abundantly clear to me that we will regrettably not return to the MO Miami again (as such, no need to respond to this letter stating that next time will be better).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
Thank you for your recent review of Mandarin Oriental, Miami on Trip Advisor. Your constructive comments are very important to us.
I sincerely apologize that the overall quality of your stay was disappointing. I regret that we did not provide the level of service expected and apologize for the deficiencies experienced. I assure you I will address your comments with the team and take corrective measures.
We hope you will reconsider and give us another opportunity to turn around the negative impression from your visit. Please contact the Executive Office and we will ensure your next visit is seamless and most enjoyable.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.