“STAY FAR AWAY! WORST HOTEL EXPERIENCE I EVER HAD WITH A HOTEL … and I had my wedding here!”
I have to say honestly that leading up to the wedding and the wedding itself were amazing (the wedding coordinator for the hotel and assistant were very helpful) I cannot say that for anyone else though. We had a destination wedding so thought it was a great idea to have everyone stay at the hotel, with only 50 rooms and over 30 that we wanted to book we felt it would be a unique experience to feel like it was our hotel and island. What I have learned since is that even if this could not be found anywhere else in Miami it was a HUGE mistake to have everyone stay at this hotel. After they get your money all bets are off and even before they are not accommodating as a hotel or customer service individuals should be. From the moment we got there the hotel added stress to our wedding weekend. We, the bride and groom, were made to wait until AFTER the latest time they say they guarantee people to check in. We had gotten there at 8am and were not let into our room until after 4:30. They say guests will get into their rooms by 4pm and will try and accommodate earlier, which as we have since learned is the same blatant lie we experienced many times since. Every single wedding guest who stayed at the hotel also had this same poor experience as no one was able to get into their rooms until after 4pm. We had guests coming in from Thursday to Saturday all weekend and had personally booked over 30 of the rooms so there is no way the hotel had been booked full and they had to wait for people to leave which caused the delay. Multiple guest also experienced issues with air conditioners not working at all, including my brother with whom I as the bride even personally asked them to move his room, which they also refused to accommodate. So, he had to sweat in a hot room all weekend and all they told us they would give us back was the $25 resort fee, great - thanks. Even with all of that, this was not even the worst offense this hotel staff made. Without going into too many details because it was a very personal issue they have since blatantly lied to our face, done what we consider to be malicious and callous acts, coincidentally took our credit card for us to pay for something that we actually never received and shortly after had to cancel the card due to credit card fraud. I have called, my mother and my husband have all called the hotel a LARGE number of times to have NEVER once been called back yet each time we had been told that one of the managers, Ben Levine would call us back. Finally, they threw away a one of a kind, EXTREMELY sentimental item that no amount of money could ever replace after we had spoken with multiple contacts at the hotel about that item and had been told they would send it to us. All I have to say is that if you do decide to book this hotel for your wedding as it was an amazing location -STAY FAR FAR AWAY FROM THE HOTEL ROOMS THEMSELVES, stay somewhere else!!!.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 15, 2012
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I am so sorry that you and your guests had such a disappointing experience at Grove Isle over your wedding weekend. I have been made aware of the challenges you encountered and I want to personally apologize as this is not a typical experience our guests have. I had made several attempts to contact you both on your mobile and office number provided but was unsuccessful. I want to inform you that although we cannot change your experience, we have made may changes in the management team, staff, and physical improvements to the property to prevent this from happening in the future. We have had challenges connecting via phone, so I welcome you email me, firstname.lastname@example.org, and I can elaborate on the changes we have made and the actions taken to retrieve your sentimental item.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.