I booked this hotel via hotels.com after doing a lot of research on places to stay in Miami. Due to the price and the pictures that seemed to portray a beautiful hotel with a great location. Wherever we travel to, we always make sure that we have a balcony with a view, even if it means we pay a little extra. If we are going away, we want the whole package. My husband and I arrived to the hotel in the evening and were greeted by a young man working the counter. I checked in, he gave me the keys and everything seemed okay. We got on the elevator and went up to our room. When we put the key in the door and opened it, much to our surprise, their was a couple in the bed in the room!!!! Clothes all over the room and obviously this was THEIR room and not a clean, vacant room that was ready for us. We quickly apologized and shut the door! In shock, we went back downstairs and had to wait for an extended period of time to speak with the desk due to only one person working in the evening. I told him our experience, and he said that that was our room and that the room number and key were correct. He said that the people in there were supposed to have checked out this morning but apparently the hotel did not realize that they never left. I told him that there were definitely people in there. He had a maintenance worker check the room to make sure that we were stating the correct facts. After verification of occupancy, we were told that the hotel was now full. Now, being 8 o'clock in the evening in Miami beach, I'm starting to wonder where in the world we are supposed to go. After the workers had a long discussion in spanish, (assuming I did not understand what they were saying), they decide they might ''have one extra room'' that they could just ''put us in''. After a long ordeal, and multiple phone calls, they give us the key to another room on a different floor. We make the trip upstairs to the room, open the door, and find a room that looks nothing like the pictures and nothing like what we expected. The room had no balcony ( as my printed confirmation papers guaranteed), and also no ''waterfront'' which it also stated, but it did have a broken window with an alley view. There were bugs all over the bathroom floor and nowhere to sit but on the bed. I thought about just forgetting the whole situation and already felt like a burden to the staff when I hadn't done anything wrong! I checked in, walked in on a couple in bed, and then got dumped into a room that I didn't even book. This was a terrible experience. If you're in Miami, this is not the way to go. I am reallt hoping this was just a fluke and this is not a trend of behavior. Thank God for hotels.com who helped me switch to a beautiful hotel that really did have an oceanfront balcony.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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First and foremost I want to apologize on the behalf of our hotel for the mishap you seem to have gone through while being our guest back in January, there aren't any excuses I could possibly make for the situation you and your husband were put in. However, I also want mention to you that the Claridge has since changed its entire management team and most of its front desk staff. That being said, I want to ask you to kindly contact us at your earliest convenience and give us a chance to change your opinion about our hotel. We would love to have you and your husband as our guests again and would greatly appreciate it if you could give us another chance!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.