I booked the two bedroom suite at the Pestana hotel, for a long weekend with my friends (June 14th). I loved the pool, and I loved the two bedroom suite...initially. It was very modern, appeared clean, had two levels, a private outside roof deck, and several balconies. After a long day and night of Miami fun, my friend pulled back her covers to discover her sheets were NOT clean. So, then of course we start to believe the entire place is not clean. If they can't bother to ensure sheets that are not only washed but APPEAR clean then what else is dirty just below the surface? When we called to complain, it was virtually impossible to get anyone at the front desk to answer the phone. It just rings and rings and rings. Then eventually a message comes on saying the ‘subscriber is not available’, as if you are calling a cell phone that is roaming. When I finally did talk to someone I was told, ‘the housekeeping staff is off duty, but we can bring up some sheets and you can use the mini bar since you were not happy with the condition of your bed.’ I found the response to be dismissive, as if some overpriced candy and bottled water make up for dirty sheets in a SUITE. Additionally, the pull out couch did not pull out and convert to a bed. We called and complained about that as well.
The staff was very friendly and accommodating when you could reach them. Which generally had to be done face to face as their phone system is obviously not equipped to run a hotel. There is also some bizzre wiring in the rooms, the light switches operate everything from the TV to other rooms in the suite. It’s hard to figure out which light controls which part of the electricity in the suite, and there are no informative signs near the switches to make guests aware of this glitch. Lastly, two of my friends were staying another day in Miami and attempted book a room at Pestana. The room they showed her was filled with used pool cushions! She said it smelled like mildew and the person showing her the room apologized that they even took her to look at…I will say they ended up letting her stay in the two bedroom suite an additional night for the same price of a regular room. This could be a wonderful hotel, if they just got their act together. It’s a little disappointing.
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