You would expect good service from a hotel like the Marriot, especially in a location like this in Miami. I travel for business and stay in hotels accross the 55 countries I have been to. I have had better service in 3 star hotels. That's why I was suprised at my poor experience.
It took 2 days to get my laundry cleaned and I had to wear the same dirty clothes to a business conference 2 days in a row. My room went uncleaned and the management didn't care about the non follow up from his staff.
After a few days travelling, I needed some clean shirts so I put my dirty cloths in the laundry bag with the form, put it on the door handle so housekeeping couldn't miss it at 8 am. I came home at 7pm and the bag was still on the door. I called housekeeping to expain my surprise and they responded "you should have called instead of leaving on the door". After explaining I needed at least a business shirt for the next day, they finally agreed to finish one and deliver it later, by 10 pm. Relief.
10 pm came and went and the next morning nothing. I get in the shower and I hear the door open. "Housekeeping" she says. "Thank you" I say from the shower, I assumed she was delivering the laundry. I get out...nothing. So I call and they deliver the one shirt they cleaned - my casual linen shirt and not a business shirt like I requested. So I put my dirty shirt on from the previous day and go to the conference. I'm a happy camper.
I come back after the conference at 7 pm and not only is the laundry not there, the room is not even cleaned!!!
I go down to the reception and I request to see the manager to tell him 1) it was 2 days that I had been waiting for my laundry 2) that they did not keep their word in delivering me my shirt by 10pm the previous evening and 3) my room was still dirty at 7 pm. The manager says he was "sorrys. No gesture, no explanation, no nothing.
I would recommend this hotel for it's good location, comfortable bed, decent bar and food. However, I would not recommend if you expect the general service level of a Marriot hotel.
Mike from Michigan, living in France