We checked into the Boulon on Monday. We were early so I called ahead and asked if our room was ready. I was told that it wasn't but that we could check in when we got there and they would call us as soon as it was ready. I asked if they could just call when it was ready rather than having to come in first. I was told no. If I wanted to be called I would have to come into the hotel and check in first. Why it wasn't possible to just call when it was available, I have no idea. We went to the hotel when we arrived in South Beach. The woman at the front desk checked and said she had another room ready. Great, so we got our keys and went up to the room. Once we got in the room I immediately started checking out our sleeping accommodations. My biggest concern as I had booked a room with one king and a sleeper sofa for 4 people. I went to the "sleeper sofa" (which looked tiny) took the cushions off and pulled out the so called bed. The sofa was torn to shreds and the "bed" was nothing more than a tiny cot that was bent and would not even open properly, NO MATTRESS. I took pictures of it and went down to the front desk. I showed her the pictures and she apologized and looked for another room. A bellman took me up to another room to see if it was more suitable. It wasn't, the sleeper sofa in that room was nothing more than a glorified futon that would at best sleep one person. I told her that wasn't going to work. She said I could wait until 4:00pm and they would find us something else. I said fine, my family and I left and waited to hear from the hotel. At 4:00pm I received a phone call from the hotel informing me we would be in the last room I was shown. I told them that would not fit my family of 4 which is what I paid for. They offered a roll away at my cost. At my cost?? I'm suppose to pay for an additional space that was suppose to have been provided? We did not return to the hotel immediately as we were having dinner. A little while later I received another phone call from the hotel saying they were going to upgrade us at no charge to a room that would better accommodate us. Wonderful..... well, kind of. We returned to the hotel and went up to our new room. The sleeper sofa was a huge upgrade over the previous rooms. That being said, it was still very small and very uncomfortable. My children are older, my son is 14 and 5'11 and my daughter is 17 and 5'8. It may have been fine for two smaller children, but was not good for my kids. I don't believe I read anywhere that the sofa sleeper was only for people of a smaller size. I was thrilled to have a kitchen so that I could cook and save a little on dining out. Unfortunately, to say it is an equipped kitchen is a bit of an overstatement. There is an oven but no potholders, I had to use a hand towel from the bathroom to remove things from the oven. There are no dish towels or dish clothes, plenty of spoons and knives, but only 3 forks, pans, but no lids, let me correct myself, there were lids, they just didn't go to the pots that were provided, a dishwasher but no soap or tablets for the dishwasher.... etc. When we asked for these items, we were told they did not have them. I ended up purchasing a number of items I expected to be provided.
The pool closing at 8:00pm was another disappointment. My kids were so excited about the pool, however, we were typically gone throughout the day and it was something we had hoped to use later on.
We stayed for two days. On our last day, we checked out right at 11:00am. No issues with checking out until I was driving across the street to park my car and realized I had left my iPhone charging in the iPod dock in our room. I parked my car, rented some bikes that were right next to the parking lot and returned to the hotel (took maybe 15 minutes from the time we left). I sent my daughter over immediately while I finished paying for the bikes. When I arrived back at the hotel, they were in the process of looking for my phone. Why it was a process, I do not know. I told them where it was, It should have been as simple as getting the phone and being on my way.... right? WRONG! My phone was no where to be found. My son starting calling it... it was shut off. While I knew right then, my phone had been stolen, I continued to let them look in the hopes that I was overreacting. I told the woman from the front desk my concerns about the phone being shut off. A phone doesn't shut off by itself, someone has to do it. She told me they would review the security footage. I said fine, I had to catch up with my kids on the bikes and would return shortly. When I returned, they were still looking at security footage. After waiting some more (this whole process took about 2 hours), a manager came over and spoke with me. He apologized and said that no one else other than his staff had entered the room so they do not know what happened to it, but will continue to look for it. Are you kidding me? It was in a docking station, turned on, and then someone turned it off, I returned only moments after leaving.... it doesn't take a genius. As someone who has worked in hospitality for over 20 years, in management for the last 8, I have never seen such a lack of concern for what is such a serious issue!
I have stayed in a number of hotels over the years with my children. When managing things for four people it is easy for things to get left behind. This is not the first time I have left my phone behind, however, it is the first time I have ever returned to a hotel to retrieve an item only to find it gone.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.