I wish I could write a review of this hotel. I am a travel agent but I don't ask for upgrades or discounted rates. I stay at hotels, experience the service and write a review. I don't mind paying top dollar for nice accomodations. I made my reservation for The Tides Hotel last August..... 9 months ago!! My husband and I were to arrive this Friday May 5th but I received a phone call on May 1st saying that the hotel was overbooked and we were being reaccommodated down the street at the "Betsy Rose" hotel. I informed Alan, the man calling, that I was a travel agent and that I couldn't even find a Betsy Rose hotel in my computer and that this was totally unacceptable. I asked if the Betsy Rose was a comparable hotel and he said, "Yes, 4 star". I asked to speak to a manager and a woman named Kris got on the phone. She told me that the hotel was called the Betsy Ross hotel and when I looked it up it was merely a moderate 3 star property. Alan was selling me a bill of goods apparantly! And the rates at the Betsy Ross were about 160.00 per night whereas I had secured a room rate of 380.00 at The Tides. Comparable??
I asked Kris why we were being reaccommodated since we had booked 9 months in advance. She had no answer and basically sat in silence. I told her that this was unacceptable and encouraged her to reconsider. She put me on hold for a long time and then said she would call me back.
Hours later I called the hotel myself and spoke to Mark at the front desk. He was a very polite young man. I asked for the manager Kris. He told me that they had a manager named Bill. ???? When I told him about my phone conversation that morning with Alan and Kris he said, "AHHHH , ok!" So who ARE Alan and Kris?? I explained my situation and he told me that he would have the general manager call me back right away. Several more hours elapsed and I finally called at the end of my day. Mark answered the phone again and put me through to the general manager. His name is Jon (spelling? pronounced Yon). I explained to Jon what was going on and he said, "I'm sure Mark explained to you that we have found ourselves in a situation for this weekend. I'll see what I can do and call you back in the morning with a solution." Does no one there know what the heck is going on?
It is now afternoon in Miami, 3 days before my vacation and I have not heard a word. I canceled my reservation at The Tides through the computer because I was able to miraculously get a room at the Loews Miami Beach.
How does a hotel overbook and then that problem becomes MY problem especially when I booked 9 months in advance? I guess I'm glad it happened to me instead of one of my valued clients. It's quite obvious to me that business at The Tides is so good that they simply couldn't care less about their potential guests. I never even heard the words, "I'm sorry for the inconvenience" Perhaps a complimentary stay for a future date or dinner at their restaurant would have been a gesture of good will. Nothing!!
Truly, the attitude was so dismissive and it's very clear that customer service is their least important priority.
Steer clear of The Tides Hotel!
















