My husband and I flew down to Miami looking to get away from our busy lives in NYC. We chose the SLS South Beach hotel and moved heaven and earth just to arrange this trip due to life circumstances.
Once we arrived in Miami, I called the hotel right away to give them a heads up we would be checking in early. Once there, they still made us wait an hour before checking us into our room. We got a room at the end of the hallway, I didn't mind the layout of my room, we were quite comfortable. I even did some yoga in the room one day. The accommodations and food were fine. However, I believe that this hotel should provide better service considering the clientele they attract with their prices.
First day there, Sunday, it was cold outside and the hotel was not busy at all. We walked over to the Hyde Beach pool trying to find our way to the beach when the host, a young, long dark haired african american young woman with sun glasses, a clip board, and an attitude came over to reprimand our presence despite the fact we were PAYING to be there. Let's say this hotel staff is young and perhaps feels that I the guest, am blessed with being in their all mighty presence. I spoke to my husband about his perception on her attitude, and confirmed it wasn't just me who got the unwelcoming feeling and attitude. My husband agreed that it wasn't just me, the employee at the hotel was rude with her treatment toward us.
Same Sunday, March 3rd 2013 (just in case management decides to look into the poorly behaved staff that day) hotel was deserted, we wanted to lay down by the pool, picked a couple of chairs and started getting comfortable, when a Hyde beach employee with curly long hair, young man, asks us if we spoke to the host, because these chairs, in the front row of the pool on a weekend cost $300.00 to sit on. I look around, there are just about 3 other couples in the entire space, and all these chairs were vacant. The young man seeked the host, the rude girl from earlier when we were finding our way to the beach. She came over to us and I asked her, can we sit over there? and she put up her finger, looked away, and walked past me almost physically running into me and didn't answer me. She walked back again past me, said excuse me, and didn't answer but kept on walking without any answer or interest in being a gracious host as I assumed. You see, this is were I am most crazy, because I work in the industry and I know that kind of attitude does not make a business successful. Anyway, once we were getting set to sit, the young man who advised us on the cost of the front row, starts talking to us about these two girls who were "bit**y and difficult" (they had just been told the same thing by the host (the rude african american skinny girl), these two girls however, sat on the chairs anyway and refused to pay, according to this young man who felt we wanted to hear all about it. See, as a guest, on my first hours at the property, I don't want to hear your thoughts on other guests. I already feel uncomfortable, unwelcome, and judged and criticized, by none other than the people my rack rate is feeding. It's not why I'm paying to stay at this property, I flew across the continent and it wasn't to get this low low low and unprofessional level of service!! Especially at the cost!
Later when the server, a young short, hispanic girl, also a bit unprofessional said to my husband and I, "Oh you're a cute couple, I wanted to tell you guys, because we (the staff) were all talking about the guests, you know, you come and we judge everyone".
Let me tell you, we did not go to Hyde beach pool again after that terrible morning there. We opted for walks on lincoln road mall and the beach.
In addition to this, we were in a room without an iPad, we called three times to get it, because without it you have no idea how much a refreshment is in the fridge, and considering our experience with the chairs at the pool, I wasn't risking my budget for an overpriced refreshment. We enjoyed the privacy and location of our room, we wanted to order room service a couple of times, the iPad never came. In addition, I lost a winter hat I had when I came into the property. It was in my luggage and it never made it out of the hotel. So even though the food at the bazaar was good and we liked our accommodations, I would not recommend it. Because those chairs by the pool cost 300.00 on a weekend, whether people are there or not. and are free Monday-Friday (what is the logic behind it?) . This hotels' staff knew of these complaints and didn't do anything about it upon check out, just a wave good bye and claiming payment was all they cared about.
I would not recommend it, I would not return. The staff was so poorly trained. If they only focused on providing better service, maybe guests would be more inclined to tip and return and recommend the hotel. Instead of trying to charge premium for ammenities that should not be charged to anyone. And for the false advertisement on ammenities they widely advertise on the web and once in the property (theiPad) Eeek.. I hope a manager writes back to this review. I would like to know if you got my online survey after my reservation. because I certainly haven't heard back from YOU, at all.
I got a room at the end of the hall in the 3rd floor facing the 17th st. The bad part about this is...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.