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“customer service appalling” 2 of 5 stars
Review of Dorchester Hotel

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Dorchester Hotel
3.0 of 5 Hotel   |   1850 Collins Avenue, Miami Beach, FL 33139 (City Center)   |  
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Hotel amenities
Ranked #111 of 205 Hotels in Miami Beach
London, United Kingdom
2 reviews
3 helpful votes 3 helpful votes
“customer service appalling”
2 of 5 stars Reviewed November 1, 2011

My family and i stayed for 2 nights on a Friday and Sat and were kept awake by revellers allowed to be in pool drinking and smoking till 4am.
Stupidly left 2 electric toothbrushes in room and realised on route to Orlando and phoned hotel to ask them to keep them for us and we would collect a fortnight later on our return to Miami to catch our flight home.
Hotel staff promised this would be ok,but despite several phone calls and emails from me they said there was no sign of them.
Apart from the cost of the repacements that we have incurred the Asst General Manager Juan Manuel Valera 111 could not even bother to reply to my email until several weeks later he sent an email response basically implying that we did not leave them otherwise they would have been found.
The Exec housekeeper was the only lady who was polite in her email response and obviously had problems getting her boss to respond.
All in all it ruined my faith in customer service ,more so that the manager could be so scathing in his response to my email and basically was unconcerned.
I am not one to give poor reviews and infact always like to praise rather than criticise so this is a first in terms of a bad review.This is also my first review on Trip Advisor.

Room Tip: I would not advise a stay in Dorchester!!
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  • Stayed July 2011, traveled with family
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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797 reviews from our community

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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (42)
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English first
Fort Lauderdale, Florida, United States
Senior Reviewer
10 reviews 10 reviews
4 hotel reviews
Reviews in 6 cities Reviews in 6 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed October 29, 2011

Had one night at the Dorchester after my birthday party, Check-in was fast, which was great because it was late. Got complimentary drink coupons for it being my birthday which was a nice surprise. Deffinately not a place for those trying to get a good nights sleep, but that was ok with me since we were partying. Beds are so comfy! Bathrooms could be updated but it didnt ruin it for us. Breakfast was good, and the bar is very cute. Short walks to the beach and Lincoln Rd. we had so much fun!

Room Tip: Probably not best for travelling families.
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  • Stayed June 2011, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jvalera, Manager at Dorchester Hotel, responded to this review, May 9, 2012
Dear LOVELY623,
Thank you for your kind words. We consider ourselves a place that is close to everything that is happening in South Beach and at the same time family friendly. Our happy hour is a great spot were many club-goers like to huddle before they start club-hopping towards Ocean Dr., Washington, and Lincoln Rd. We are so glad you had a great birthday with us. Please come back and see us very soon.

Sincerely,
Juan-Manuel Valera III
Asst. General Manager
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Manchester, United Kingdom
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
12 helpful votes 12 helpful votes
5 of 5 stars Reviewed October 22, 2011

first of all i would like to say what a wonderful stay we had at the dorchester. as soon as we arrived during a big storm we had arrived early, appx 11 am and our room was not ready. we were greeted by silvana at reception who was very welcoming indeed, she said the room would be ready at 13:00. as it was our 30 th wedding anniversary they gave us a suite which was very clean and spacious, comfotable and cool. the maids did a great job everyday of our stay.

the art decor furniture in the lounge was everything we expected, so traditional.... we found the hotel not too big and a comfortable size, with a cosy and tranquil outdoor/indoor bar, perfect for a relaxing late/early evening drink. the hotel also has a nice sized outdoor swimming pool with comfortable sunbeds.

breakfast was also very nice and a good selection at a very reasonable price for southbeach with good strong columbian coffee, just to kick the day in.

this hotel also offers a fantastic beach deal for 10 dollars( bargain ) 2 sunbeds, umbrella and towels, just ask at reception. normal price if you go straight to the beach 30 dollars.make sure you go to the marseilles hotel beach section. this is the sister hotel to the dorchester.

we stayed at this hotel for 6 nights after we had been on a cruise for 5 nights, and it was the perfect hotel at a reasonable price for the climax of our holiday.

pre cruise we stayed at the marseile hotel ( beachfront ) for 2 nights and we were very well looked after,we were in a beautiful room overlooking the ocean. as i said before this is the sister hotel to the dorchester and you can use all the facilities. we met a very informative guy here called willy, he recommended some great restaurants and gave us hints and tips on were to go in southbeach.

once again a big thankyou to the manager at the dorchester/marseile for looking after us in such a special way, you made our trip, also not forgetting the warm smile and greeting from silvana athe dorchester reception.

best regards and hope to see you again,

dave and lynn taylor from manchester in the united kingdom.

  • Stayed October 2011, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jvalera, Manager at Dorchester Hotel, responded to this review, May 9, 2012
Dear DAVIDANDLYNNTAYLOR,
I am extremely glad you felt welcome at our place. Silvana has been known to take extra care of our guests on anniversaries, and placing our guests in ideal rooms for the occasion is somewhat of a specialty for us. I can say you had a a great stay and several days to enjoy all aspects of our hotel. We can only hope that your next anniversary you decide to spend it with us. Thank yo so much for your kind words.

Sincerely,
Juan-Manuel Valera III
Asst. General Manager
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Sydney
Senior Contributor
25 reviews 25 reviews
13 hotel reviews
Reviews in 17 cities Reviews in 17 cities
9 helpful votes 9 helpful votes
2 of 5 stars Reviewed October 9, 2011

We stay thery September, Happy Hour is a joke you paid $1.00 for service and it is only for Vodaka
and juice no beer and the beer is very expensive

  • Stayed September 2011, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jvalera, Manager at Dorchester Hotel, responded to this review, May 9, 2012
Dear FLEETO,
From what I understood in your review you only seemed to have experienced our 1850 Bar. As to $1 for vodka, I am sure that is as competitive as any happy hour can be, even in Sydney. I hope our bar prices and selection will not keep you from visiting us once more, and we will definitely try to enhance the variety of our happy hour selection. Thank you for your comments.

Sincerely,
Juan-Manuel Valera III
Asst. General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bradford
Top Contributor
104 reviews 104 reviews
59 hotel reviews
Reviews in 54 cities Reviews in 54 cities
66 helpful votes 66 helpful votes
3 of 5 stars Reviewed October 5, 2011

This was the final hotel of our Southern State coach tour and sadly probably the worst. Maybe hotel standards in Miami are generally lower? The lobby was quite small and the entrance was set back through a courtyard.

Our room on entry seemed a little overcrowded with 2 queen size beds, wardbobes, drawers and large desk. Disappointingly there was no fridge and the first hotel to have no coffee maker. The bathroom door stuck a bit and the paintwork was a bit grubby. The shower was good, but the hairdryer was continually off and on and didn't seem too safe.

We had a few drinks in the hotel bar which were very expensive - not surprisingly it was pretty dead. I felt a bit sorry for the young bar maid. Lincoln Road is a couple of blocks away and there are lot of restaurants to choose from there which we found to be good value. Breakfast can be purchased in the hotel but we chose to go out and chose somewhere ourselves.

If I returned to Miami beach I don't think I would chose this hotel.

  • Stayed September 2011, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jvalera, Manager at Dorchester Hotel, responded to this review, May 9, 2012
Dear TRISHABISHOP,
Thank you so much for your comments. I will start by clarifying that hotels in Miami do not have a lower standard, but it is definitely a different thing to stay in a historic Art Deco property from the 1930's. We are always looking to improve our services, and we apologize for not having a fridge in your room, however all our rooms come with minibars to keep beverages cold. As to coffee, we serve the best Colombian roast blend everyday from 7:30AM to 11:00AM at our Dorchester Café. We hope that you visit South Beach again and that you do not remain steadfast in not stopping by to see us once more.
Sincerely,
Juan-Manuel Valera III
Asst. General Manager
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Lausanne, Switzerland
1 review
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed October 3, 2011

We come from Europe and we are frequent customers of Dorchester Hotel. During all of our stays, all the staff, especially Mr.Valera (manager), Silvana and Alexis, Ruben. All of them were very skillful, very nice and helpful. We like the friendly atmosphere they gave us. The renovated Suites are lovely and we really appreciate the wooden floor. There's a lot of space in the suite and it's not too noisy. The location of the Hotel are pretty good, near Lincoln road. We really appreciate each our stays especially thanks to the great staff. We always enjoy it every year and warmly recommend this hotel to everyone.

Room Tip: We come from Europe and we are frequent customers of Dorchester Hotel. During all of our stays, all...
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  • Stayed August 2011, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jvalera, Manager at Dorchester Hotel, responded to this review, May 9, 2012
Dear EDELWEISSSWISS,
Thank you so much for your kind words. We really love our repeat guests here at the Dorchester Hotel, and having you back year after year makes everyone you mentioned and the rest of the staff feel like they are doing the right thing. We cannot wait to have you back!

Sincerely,
Juan-Manuel Valera III
Asst. General Manager
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Washington DC, District of Columbia
Senior Reviewer
9 reviews 9 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
3 helpful votes 3 helpful votes
4 of 5 stars Reviewed September 19, 2011

The hotel was very nice and clean. The suites bathrooms were very small and the rollaway beds were awful, very uncomfortable. Everything else was nice, location perfect and service was great...ask for Lexis at the front desk or Julie in reservations, they're the best!!

  • Stayed September 2011, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
jvalera, Manager at Dorchester Hotel, responded to this review, May 9, 2012
Dear LURIC21,
Thank you for your comments. We are always trying to find new ways to improve our hotel and service. Rollaways are our last resort to accommodate for elevated number of guests on a reservation. We will keep in mind the type of rollaways we use, as it is our main goal to ensure your comfort even when we get an unexpected number of guests in a room. Please come back and see us soon.

Sincerely,
Juan-Manuel Valera III
Asst. General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Dorchester Hotel

Address: 1850 Collins Avenue, Miami Beach, FL 33139
Phone Number:
Location: United States > Florida > Miami Beach > City Center
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #111 of 205 Hotels in Miami Beach
Price Range (Based on Average Rates): $$
Hotel Class:3 star — Dorchester Hotel 3*
Number of rooms: 96
Official Description (provided by the hotel):
Located in a tranquil courtyard setting across from the beach; three blocks from the Historic District. ... more   less 
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Also Known As:
Dorchester Hotel Miami

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