Not as expected. I know that some reviews may have been overrated and vice versa....negatives were more accurate. Old hotel, but that's okay, it has charm. My first clue was the elevator -- torn up rug and dirty. Room too small for a "superior double" AC not working -- called front desk and the maintenance guy came and literally took out the thermostat and blew on it and replaced it.. We laughed about it later, but it wasn't funny at the time. It never worked properly. i called and requested to be moved, but the front desk never got back to me. The mess made by the repairs were never cleaned up until the day before we left. Very noisy if your room is in the front -- but this is SOBE it is expected. Certain amenities which should be included as standard but were not( ie, wifi, refridge, safe) They are an additional cost to you. Parking is across the street for a fee.
As a travel planner, i tend not to always inform the hotel of my occupation because i want to experience what my clients will encounter at the hotel.....to help ensure a certain type of service for them..... cleanilness, aesthetically pleasing to the eye and quality service. That being said, the Marseilles did not pass, hence the low rating.
It is sad because the hotel's location is great -- it is oceanfront and close to some of the night life of SOBE. It would serve them well to regroup, update a bit and retrain some staff. Quality goes a long way. We still managed to have a great weekend in SOBE.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Let me first of all apologize to you for not being able to give you the
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great experience at our property as mentioned by many of our guest.
As you might had noted while you were here, we are currently undergoing
significant renovation and modernization to make our proberty one
of the best in South Beach. Right now, many of our rooms are renovated,
and apparently you were in one of rooms that is next on our renovation
list. Normally, if ever a guest is not satisfied with the room, it customary
for us to give them an upgraded room. It is of great concern to me that
you mentioned that you alerted the front desk for a room change, and they
didnt get back you. We wish that you had notify management about this
because here at the Marselles, our greatest pleasure is to please our
guest. In fact, our greatest strength is in cleanliness and customer service.
Once again our sincere apologies and hope you will return in the near future
as we are about to finish our renovation.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.