My husband and I were taking a cruise to celebrate our 10th Anniversary. We decided to fly into Miami and stay overnight at the Hilton Bentley-South Beach. We thought it would be the perfect beginning to start our celebration - a posh, boutique hotel right on the beach. By the time we arrived from the airport to the hotel, we were early and they took care of our luggage. We were hungry so we decided to eat at the hotel restaurant, de Rodriguez. There was one other couple and they were almost finished. The waiter brought our plaintain chips, dip (very good flavor) and cokes right away, along with our appetizer, but we waited 45 minutes for our lunch. We spoke to the manager and he excused it as it was "crazy around there". Considering there was no one else in the restaurant, how crazy could it be?? Turns out the waiter forgot to put our order in. The manager did not offer to give our money back, but offered us free mimosas later in the day. Come to find out when we registered, the mimosas he offered were already free to guest. After we ate dinner somewhere else, we called room service for a dessert menu. The guy brought up a menu with no desserts on them. I called back and asked why they didn't send a menu with what we asked for? He offered to give me the desserts over the phone. Ugh, no. I am used to being pampered when I'm at a hotel, especially a pricey hotel. Later in the evening, there was a fire in the hotel. Understandably, things do happen, but there were NO smoke alarms in our room or on the floor. The hotel was evacuated for about an hour. The next morning, we had the breakfast buffet. We sat for a while, waiting for someone to take our drink order. No one came, so we got our plates. Still no one came. I had to flag a girl down. When she brought our drinks, I also asked for real scrambled eggs. She said in a stern voice, "Are you SURE that's all you want?" as if to suggest she had other things to do and I shouldn't waste her time. The general manager was waiting for us at breakfast and he did reimburse everything but the room itself, but that didn't change what we had already experienced!
Staying more than one night, choose the beach view.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 1, 2013
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Thank you very much for selecting the Hilton Bentley as part of your 10th Anniversary celebration. I am terribly sorry for the service miscues experienced in our restaurant. It was a pleasure meeting your husband and you while onsite. We have since made the service corrections based on our conversation a few weeks ago. I certainly hope we may have an opportunity to welcome you back.
Kind regards, John Laclé– General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.