After an 18 hour trip I finally arrived at the hotel and wanted to check in. At the front desk I was told that my reservation was for a week later, which I then proved wrong as my voucher stated the right day. I was basically told that this can't be and it's everyone else's fault except theirs. After another wait for about 15 minutes the lady said it was ok and I can get a room.
The rooms itself... well I didn't expect much for that price, which was alright. Location is also not that bad. Pretty close to the hotspots of Miami Beach.
The reason I am writing this review is mainly because of the rude, incompetent and unfriendly staff all above the general manager.
On one of my last days of my stay, my backpack got stolen on the pool, even though they have a surrounding fence and security. However, the fence is not very high, so it's easy for someone to climb over it. So watch out for your things! Apparently also the rooms are not very secure, so keep your stuff in the safe.
When I reported the theft to the security, we watched the CCTV in the back office together with the general manager. He unfortunately was more concerend to leave work on time to go home being impatient to the police officer and me than being helpful in identifying the crime that happened in his hotel.
And so was the front desk supervisor. Rude, incapable and totally untrained in terms of complaint handling.
But what to expect if a person, who apparently doesn't know anything about hospitality, is managing this place.
One more point, housekeeping is cleaning the rooms whenever they feel like it. If you're not out at 8.30 am (on holidays!!) don't expect to come back later that day into a cleaned room.
All in all I was shocked of the incompetence of the staff!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
thank you for your review, unfortunately as we explained to you our hotel as all hotels are not responsible for items left unattended which is why we provide a safe in the room. Our pool area is secure and we have security. It was unfortunate that someone took advantage of the situation and took your unattended items. We are sorry you felt the manager was not helpful, he did make every effort to assist you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.