At the very last minute, my boyfriend and I decided to spend a night in Miami Beach. As most hotels were overpriced or fully booked, we decided to get one of these mystery deals offered by bookit.com. Mystery deals are offers made my tour operators and travel agents, and basically work like this: you know the location, the price, the hotel's star rating, but you ignore the name of the property you have been assigned until after you paid; and so we found out we were staying at the hotel Marseille, on Collins Avenue! We couldnt hope for a better location!! We got at the hotel pretty late, around 9pm, and were welcomed and greeted by a lovely receptionist. After giving our booking details and confirmation number we were surprised to find out that our booking was nowhere to be found! While I was trying to reach Bookit.com (completely useless as the wait time was approx. 45 mins, and they never did pick up!), the receptionist, seeing our disappointment and our urge to check in as we were expected for dinner, called for her manager, a young gentleman who immediately took action: he offered for us to check in and promised the hotel will solve the problem directly with the travel agent, as I had paid my room, and that any internal disfunction should not impact on our stay! He instructed the receptionist to check us in, and left us in good hands! It was his birthday that night, and we did not feel like he was rushing to get rid of us, at the contrary, he took the time to sort out our problem, and we felt given the attention any guest deserves! We then proceeded to check in, and again surprise: the receptionist upgrades us to a suite! We paid a pretty low rate to start with, but seeing all the stress we had gone through, she just had the kindness to make our stay a little better! The room was stunning! Huge space, jacuzzi, super comfortable bed, excellent amenities, the lighting contributed to making the room even more stunning! I believe the suite we had was at 5 star standards! During the night, we were assisted by the front desk when we wanted to order a late meal, he provided us with the menu from a nearby italian restaurant who delivered directly to our room, helped us find the closest grocery store, etc.. The morning after, we presented ourselves for check out over an hour late, the manager did not charge us any extra, he conveyed the message that everything was sorted with the travel agent, and proceeded with the check out. We asked if we could still use the hotel's pool and beach access for the day and he accepted without discussion: "make yourselves at home!" was his answer. What all of these lovely people working at the Marselles ignored, is that my boyfriend and I are both hoteliers working in Hotels in Florida, and having worked in a bunch of hotels, we could totally assess their level of service. At no point have we mentioned anything about us working in the industry, we were just a couple of guests having a bad time with their travel agent, and yet, I can tell the way the situation was handles was EXEMPLARY! I have worked in 5 star hotels mostly, and I wish our FO staff was as caring and guest oriented! The charm of this hotel is incredible, yet its staff takes it to another level! Great level of service, great value, a MUST TRY! If I hadn't moved to Miami permanently, I would have stayed at the Marseilles every time I would have gone for a visit!
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