I stayed at the Palms in October of 2013 for a conference. So many things went badly; the saving grace was the banquet staff, they were awesome.
Since I had a conference in a couple of hours I started to get dressed for it then heard a loud crash. The very large, very heavy mirror fell off the wall (see pictures) in the powder room. This was particularly nerve racking as I had just been in that bathroom, I am a very fortunate person to have missed being cut to shreds in one of the executive level suites If this was the best, I really don’t want to see the worst.
I did not get a chance to freshen up before the meeting as I was still trying to convince maintenance that not just a piece of the mirror, but the entire mirror had fallen. They kept saying “Oh it’s just a mirror”, very frustrating. Finally they sent someone up, a maid, no gloves, and no kind of protective gear at all. We actually stopped her from picking up glass because I had no desire to see this poor woman bleeding profusely.
I wanted to speak with the General Manager but apparently, even though he was on the property, he was way too busy to speak with me. To his credit he offered to comp my room and that of another executive.
Later in the evening, after an extremely unsettling afternoon I felt as though finally I could relax. Wrong. Went to take that nice relaxing shower (while keeping one eye on the mirror) and guess what? It was broken, no hot water. Great, forget it, I just want to get this day over with and go to sleep.
As I am lying in my bed I see the largest roach I have ever seen run across the room. It actually tried to run under something but was TOO BIG. I had to trap and kill the thing otherwise I knew I would not get any sleep that night. I was told “oh yeah, we have water bugs, this is a tropical setting”. I know a water bug from a roach, and that was a roach. So now I really can’t sleep because I think mirrors are going to jump off the wall, or I will have to fight with roaches, pardon, water bugs for the rest of the night.
The next day my husband and I woke up with about a dozen mosquito bites each over our entire body. We did not leave the hotel; my husband did not leave the room so apparently on top of everything else the room was infested with mosquitos. Nightmare. After that I called my contact at EPIC in downtown Miami and asked for a room. That was a good decision. I finally got a good night’s sleep for the first time in about 36 hours. The EPIC is AMAZING. Nothing was a bother.
To be fair, I was approached several times the next day by the staff, not the general manager, asking if everything was ok. The damage was done and it made no sense to complain about it. If almost being killed by a mirror did not prompt an urgent response, bugs definitely would not. I got out of that hotel as soon as I could.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I would like to express my sincerest apologies and regrets for the experiences you encountered while being our guest. Guestroom functionality and cleanliness are top priority and we take every observation and guest feedback seriously and use it as a means to continually improve. We strive to have each and every guest depart the Palms with an overall sense of satisfaction, enjoyment and general feeling that their stay and expectations were exceeded in every way possible and that the value they received was of great significance to warrant their loyalty and repeat business. I sincerely apologize this was not your experience. We would like to reassure you that the negative experiences that you describe are completely atypical to a standard stay at The Palms and sincerely hope to have the opportunity to welcome you back as our valued guest for a quieter stay so that you may experience The Palms in its true light.
The Palms Hotel & Spa Management
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.