My wife and I just checked out of the MO, Miami, FL.
I had been a guest there in the past on business, for my wife it was her first time.
Issues with the stay:
1. Staff could be rude at times
2. Improper turn down service - we had a table full of dirty plates etc from room service so we requested it be removed and turn down service be completed upon our return. We arrived at our room at 1 am ready to just go to bed and turn in, however, the room smelled of old food as the turn down staff left the entire table behind with all the dirty plates etc.
3. Room was not adequately appointed- We were missing a bath robe, and other small items like slippers etc. Again at $600+ rates per night that is not really what you expect.
4. Front Desk Staff
The front desk staff at check in was wonderful as expected at any five star resort. It was a gentleman, i think Sebastian, who was accommodating at our request for a speedy check in as we were late for a function with business associates.
Request for early check in was denied and late check out was very "fishy".
We know early check in cannot be guaranteed, however, Christie could be a bit more helpful in at least trying to accommodate a request. Pretend it is at least an effort of some sort. We had our private concierge service with Fidelity call over to request that and was told that the Mandarin was less accommodating than even they had dealt with before. We did receive an email from Christie but no where on it showed the requests was acknowledged.
At check out we had the staff member Christy(Not sure if same as above) who was also most unhelpful. This attitudes seems to be contagious at this hotel among staff. Polite but not helpful.
The issue we brought to her attention was the valet parking. We have a handicap decal and at this hotel there is no option to self park. At every hotel in South Florida we have stayed at, that automatically is taken off our bill. ESPECIALLY if the hotel does not offer an alternative. With rates at $600+ per night, you would expect that a $28 dollar valet charge is something that would be at least discounted for a guest with special needs.
We spoke to Christy and she gave us the excuse of it being a third party etc. We have stayed at the 4-Star Eden Roc on South Beach and even there it was up to the hotel to compliment it- Which they did with ease. The principal of the matter is we are guest of MO not a third party valet company and that such be considered in dealing with this IMO.
I felt as if I was speaking to a wall here because it seemed unimportant to her to assist us with this and more important to prove us wrong in requesting that be waived or discounted.
To me, this was not five star service. It lacked that warmth, understanding and hospitality.
Maybe we are just spoilt by FS and Ritz and Peninsulas.
My wife did call and ask to speak with guest relations manager to leave a comment, and they were unavailable, so we spoke instead to Luis, Front Office Manager. Another unhelpful person. There was only silence when my wife explained the situation. No - "I am sorry you feel this strongly about it and we left it this way" Nothing. Instead in a cold way - "What is your room number? And..Let me see what a manager says and get back to you by email."
We love the zen feel of the asian inspired hotel here, however with this service, I would rather take my business and that of my company to a more appreciating hotel chain. Four Seasons for example.
We choose a deluxe room with Bay View. I have stayed in superior rooms as well. The deluxe is better...
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.