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“Hotel Great, Staff service quite cold and unprepared” 2 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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Ranked #7 of 122 Hotels in Miami
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“Hotel Great, Staff service quite cold and unprepared”
2 of 5 stars Reviewed September 29, 2004

First of all, I agree with most of the reviews on trip advisor that the hotel grounds and facilities are excellent. The staff however, could use a lesson or two on customer service and manners. In my opinion it's the service you receive that seperates the high end hotels from all the rest. The front desk clerks and concierge were of no help and were quite snobbish. We were in town for business, unfortunately during the time Hurricane Jeanne was due to hit north of Miami about 60 miles. Definitely not the time of year you want to be in Miami, and I realize we were lucky we didn't have a home in danger down there. I realize that it's not their choice to evacuate but when we were told at 10 am that we had to evacuate by noon and that they were not able to help in arranging an alternate hotel you realize you're not getting 5 star customer service. They gave us the names of hotels that they knew damn well didn't have any rooms available. Basically wasted our time on the phone when we should have been packing up to leave. I called down to the concierge and told him it would be well worth his time to help find us another hotel on the mainland and he basically blew me off with "nothing I can do." No apologies or an attempt at being courteous. We later found out that other hotels on the water had reciprical arrangements with mainland hotels throughout the Miami area. You would think that a hotel that touts itself as Miami's finest, would be a bit more prepared for events such as this. You would expect this low level service from a cheaper hotel, not a highly touted 5 star establishment. Bottom line is, if you want to spend a lot of money and don't care about the poor service you receive this is the place.

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1,282 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    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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A TripAdvisor Member
5 of 5 stars Reviewed September 8, 2004

I'm sorry this review is so late but just found this site. Stayed here for two nights on our anniversary in November 2003. This Hotel is amazing from the moment you enter the lobby and the room was spectacular. We had an amazing view of the bay and city. The Spa, according to my wife was next to none. She did a full day treatment and was rejuvinated. The restaurant in the Hotel called O is mouthwatering. The concierge was a great help in assisting me to get a bouquet of flowers for my wife and they were stunning. Oh, and if you want to bask in the sun there is a private beach and the pool is great. Or, you can do like I did and find your hammock in the shade and just relax. This hotel is a must if your coming to Miami and it's about 5 minutes to the Port (cruise ships)and approximately 20 minutes from the airport.

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orange county
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9 reviews 9 reviews
9 hotel reviews
Reviews in 8 cities Reviews in 8 cities
20 helpful votes 20 helpful votes
5 of 5 stars Reviewed September 2, 2004

As someone who has spent between 100-125 nights a year in hotels around the world for the past 30 years, it's a pleasure to recommend a U.S. property that reaches beyond the expectations of both business and high-end leisure travelers. If there are faults to be found with anything at this hotel, they are so minor as to go unnoticed in the fully enveloping friendliness that is projected by a well-trained staff. The rooms, the food and beverage service, and most of all the employees are top-notch. And having stayed in Miami many times, that is more than a compliment, as it is a market fairly devoid of properly trained hospitality crews. Bravo Mandarin. You've earned the accolades.

  • Stayed December 2003, traveled on business
    • 4 of 5 stars Value
    • 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
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 Spa Hotel in Miami
#5 Luxury Hotel in Miami
#6 Romantic Hotel in Miami
#12 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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