Beware all of you who desire good hosptality management and service..
I'm sorry to say I did not find this at the Kenadall Hotel and Suites in Miami.
Before we arrived (late on Thanksgiving night 11/22/12) we called ahead to explain we would be checking in late on our scheduled day of arrivall. We were told by a person at the hotel that everthing was okay. We asked if we could have our room number, but were told not to worry they had a room.
Well, when we got there, between 11:00 and 12:00 that night, we were assigned to a non-smoking room with king bed for two adults as requested. We went to our room and found empty
cardboard boxers all over the floor. The blanketts on the bed were ruffled; someone had been on the bed, and by the way the towels in the bathroon were crumpled, someone had used them too.
We called the desk. A nice security guard came over an verified the condition of the room. In speaking to the person at the desk again, he said not to worry because he was going to assign
us to the "best room in the house". So we went to a two bed suite on the first floor (rm 110) with
the guard. However, we found light coming from a window and a do not disturb sign hung on the door handle. The guard knocked on the door; a female voice responded. The guard called the
desk. He related to us that he was told there was no record that the room was occupied.
We were referred to another 4th floor room. But, the person at the desk stated that this room was to be only for that nignt-we were to check out on the 27th.
The next morning we went to the desk and were given an option to stay in the room or go to another. We didn't want to move our luggage yet again, so we elected to stay. I then informed
the person behind the desk that the toilet ran continuously after flushing and that I had to remove
the cover of the tank to pull up on the float that shuts the valve and thus stops tha flow of water-there was no problem with the flap; it was not leaking. A plummer may have gone to the room,
but the problem was not fixed because it recurred the following nights. When we returned to
the room on the night of the 23rd, the TV remote was missing; we waited for a replacement.
On the night of the25th when we returned to the room, we could not get in; the keys lost the proper code. We had to go to the desk to get the keys re-coded. On the night of the 26th, when we got back to the room, we found it uncleaned. At 8:30 an on the 26th a cleaning person came
to clean, but we were not yet ready to to leave the room. We asked if they could come back later.
At 9:30 we went downstairs for breakfast. My wife put a do not disturb sign on the door because
she didn't want to find cleaning people there when we came bak up to brush our teeth. At 10:30
we came back up and removed the do not disturb sign. We left the room by 11:00 am..So between 11:00am and11:00pm on that 26th, no one could clean the room.
The worst part was when we brought complaint to the general manager Jennine. She immediately sought to explain and excuse everthing, except she was apologetic about the first night. She never called back when she said she would. In my last call to her she said she talked to the owner and they were not going to offer credit and basically didn't care if and to whom I would alert of this shabby service and hotel condition.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 4, 2012
Report response as inappropriate
Thank you for the time that you used for this review, I am very glad to explain publicly what I was already told you by phone. Our hotel regulations and mostly every hotel don’t give a room number or do a check in process by phone to any one for security reasons. By law we need to have a picture ID at the registration time to verify the identity of our guess, and I explained that because that was one of your phone call complains.
The night of Thanksgiving we were sold out, I apologized for the times that you were change the rooms, we were looking for the best option available.
In reference to the toilet issue, it was reported and immediately was fixed when staff was in the facility.
By the reports of 3 different housekeeping supervisors in different times daily during your stay in the hotel showed that you have the “DO NOT DISTURB SIGN” on your door that is why any hotel rule respects and will not disturb a guest in their private time.
We care very much about the satisfaction of our guest that is why our standards are very high but we can not complement free nights when the records of our procedures were done adequately.
I apologize in behalf of the hotel if you feel otherwise.
Your offer for the free upgrade still stands for your next visit if you reconsider at any time.
Thank you for your review.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.