Just returned from an underwhelming ten day stay at the W South Beach Miami. We previously stayed there two years ago on our honeymoon but unfortunately I consider standards have slipped since then.
We booked a one bedroom suite which was, to say the least, looking tired and in need of some attention and investment. Stains on the soft furnishings, bashed lampshades, scruffy furniture and a poorly stocked kitchen shouldn’t be a feature of a $600/night hotel suite.
The cleanliness of some areas of the suite left a lot to be desired including the terrace, the floors, the venetian blinds, the kitchen etc. In fact the housekeeping staff were one of the worse aspects of the hotel; we would go out for the entire day and come back to find they hadn’t visited at all. When we complained about this they would then turn up to reluctantly make up the room. They also turned up at 10am on a Sunday and basically tried to come straight into the room without knocking, we were not particularly impressed with this. Turn down service was equally random, again delivered with attitude.
Everything about the hotel is expensive, from room service, service by the pool, drinks in the bar, take away coffees, breakfast etc. We already knew this and you can easily opt out of most of this given the plethora of cafes, restaurants and bars nearby.
The clientele of the hotel is a bit of a mixed bag. You get the younger set who stay for two nights and have a blowout and party in their rooms, to some very wealthy individuals who check in with the family, the nanny and the dogs.
One aspect of the hotel which we were very uncomfortable about was that people were openly using drugs on their balconies. The guy below us regularly smoked pot which was just about bearable but the people on the next balcony (who fortunately only stayed two nights) were getting high on something else altogether which involved regularly using a lighter to heat the substance from above; this clearly had the desired effect judging by their declarations of how f****** high they were getting. We didn’t complain about them as we felt intimidated by the situation as it would be pretty obvious it would have been us who reported them.
The hotel can be quite noisy at times, which more or less comes with the location and the clientele. There is a nightclub which also attracts a lot of people late at night so you get the inevitable noise from cars arriving, leaving, revving up their engines etc. The one aspect which I thought was unacceptable (and which I complained about several times) was being woken up by noisy staff who hang about at the front of the hotel and at the staff entrance early in the morning, around 5am or so. Some of these guys appeared to be the valet parking staff, others were just staff having a cigarette break. Lots of shouting which carries up the façade of the hotel and can be really infuriating at that time in the morning.
The condo block adjacent to the block is having a major refurb at the moment and this was also extremely noisy most days.
There are plenty of positives about this hotel ; it has a great location, the public areas and the pool are stunning and there is generally a great vibe in the hotel. Front of house, the staff in The Dutch restaurant, the guys working at the pool were all excellent and couldn’t be more helpful.
We complained about the various matters outlined above to one of the managers and to be fair he dealt with us in a really professional manner. We were given a few courtesy items and some Starwood points which was acceptable and made us feel a bit better about it. We did however spend a lot of money on this holiday and in summary we doubt we will return to the W Southbeach; as we do like the brand however we may well stay at one of their other hotels to see if it is a more positive experience.
The rooms facing north will currently have the noise from the adjacent building site during the day...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I am highly embarrassed to read of the experience you had while visiting W South Beach. I cannot begin to express my deepest apologies for the less than satisfactory stay you had. Illegal substances are not condoned nor allowed, and I will ensure that our security teams are on high alert to make sure that noise is kept at an acceptable level in a legal and safe environment. I am glad that my management team did take very good care of you and was sensitive to the challenges you experienced.
If you travel back to Miami Beach, please let me know.
W SoBe GM
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.