My family and I stayed one night at the W South Beach, prior to our cruise. We chose this hotel primarily because our loyalty to Starwood (husband is a Platinum member), our previous great experience with other W properties, and its location (first time in South Beach). The location did not disappoint - although it's located on the north end of South Beach, it's not a long walk to the center of all actions.
We got to the hotel around 10:30am due our our red-eye flight from the west coast, and as expected, our room was not available. Since we traveled with kids this time, we'd really like the additional space so we asked if a suite would be available for complimentary upgrade (perks for Platinum members). The front desk lady immediately responded that the hotel was fully occupied and no upgrade was available. We then asked for a room with double beds, which she also said was not available. She did not even TRY to see what was available, but immediately gave the canned answer of "fully occupied, not available". Oh well, it was only for one night and we'd deal. She promised that she would get the housekeeping to our room and have it ready soon.
2 hours later we returned to the hotel after lunch and our room was still not ready, so we took the hospitality suite in the meantime. Little did we know that we'd spend the entire afternoon cooked up in the hospitality suite. During the afternoon we called the front office 2x and each time they promised the room would be available within 45 mins and would call us when it was ready, and nobody ever called us back. Throughout the afternoon other parties came and left (it was a shared room) and my family stayed there the whole time hoping our own room would be ready soon. By 5pm my husband called the front desk asking to speak to a manager, and finally someone was able to make something happen. The manager found us an Oasis suite (sure that wasn't available earlier...) and had the room ready 30mins later.
Things went fine after we got into our room - extra towels were quickly brought to the room with a follow-up call from the concierge to make sure that it was done. The suite was a handicapped room but we didn't mind it. It had 2 balconies with a side view of the ocean which was very nice. Although we stayed on a Friday night, I did not hear a lot of noise from the club. There were sirens from the main street, but it didn't bother us (I think we were just too tired). The hotel mistakenly charged us a few for the snack bar in the final portfolio, which we are still trying to dispute.
I do not think the entire experience was that horrible, but given the amount they charge for the room, it not worth the price or the brand. A hotel room is a hotel room and it is the level of service that sets a hotel apart from another. The room itself was worth 4-star but I knocked off another star simply because it didn't deliver the service/value I expected from W (or any other hotel for the price/category).
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for your review. We are at the perfect location in South Beach for a relaxing day at the beach or a short walk to many of South Beach’s attractions. We would like to apologize for the service you received during our check-in. Your comfort is very important to us and we will be sending your feedback to our Hotel Manager to address our Service Culture. We would love to speak with you in regards to your stay and also help with the charge from our Munchie Box. Please send us your contact information to email@example.com and we would be happy to help.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.