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“Decent Hotel, Excellent Location, Poor Customer Service” 3 of 5 stars
Review of Metropole Apartments

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Metropole Apartments
4.0 of 5 Hotel   |   635 Collins Avenue, Miami Beach, FL 33139   |  
Hotel website
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Hotel amenities
Ranked #104 of 200 hotels in Miami Beach
Washington, District of Columbia, United States
2 reviews
Reviews in 2 cities Reviews in 2 cities
“Decent Hotel, Excellent Location, Poor Customer Service”
3 of 5 stars Reviewed January 22, 2013

Just checked out of the Metropole hotel on yesterday, 1/21. Marco was the front desk attendant that check us in, and to be the only person assisting guests at such a busy time of the day, he did a pretty decent job of trying to accommodate everyone in a timely manner. The room was clean and they even brought my girlfriend a bottle of wine in honor of her bachelorette weekend, which was pretty nice. The pool is more the size of a hot tub and the transaction process for check-in/out is a little dated, but it gets the job done.

There were a few maintenance issues that we had to call downstairs for such as the toilet clogging AFTER the room service came to clean and room service not leaving towels or toilet paper. But the hotel worked quickly to resolve these minor inconveniences. On the other hand, they offer chairs and wi-fi for the beach, which was a nice plus.

Our concern came down to the staff and their communications with guest regarding all of the other services that they "offer", specifically the free shuttle to MIA airport. Upon checkout, we were asked if we needed to reserve the shuttle for airport transfer. After confirming, we were informed to come down 15 minutes prior to the hours. After 30 minutes of waiting, the front desk attendant begins to explain that sometimes the shuttle does not come if it is full, but maybe wait longer. After waiting nearly 45 minutes, they indicated that they offer a cab service, but that the hotel would not pay for it. I cannot understand how the hotel promotes a free shuttle service (which is of course, not free and is considered in the hotel rate) and when you plan for that and reserve it, they make no accommodations to help get you an alternative method to the airport when THEIR service failed. Thankfully, my sister made her flight, but her luggage did not make the plane. I have called twice to speak to the General Manger, Andreas (sp), but they continue to tell me to call back at another time and Michael, who answered the phone this morning, proceeded to tell me "good luck" with that, since its not the hotel's fault that no one communicated that the shuttle would never come and that it would have come in the next hour. That is not OK. Metropole indicated that they are shooting to be a 5 star rated hotel, but with this type of service, I am not sure they will get there anytime soon.

Either way, customer service is a pet peeve of mine. And while this hotel is in an excellent location, having people take your money and they do not offer the full extent of the service that they advertise is not OK with me.

  • Stayed January 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SBG_GuestRelations, Guest Relations Manager at Metropole Apartments, responded to this review, January 24, 2013
Good Afternoon Angela J,

Thank you so much for taking your time to post your feedback on Trip Advisor for all of our future guests read! I am glad to read that during our busy times that Marco was able to assist you in accommodating you in a timely manner! Even brought your girlfriend a bottle of wine as a little gift from us! :) I apologize that you encountered some minor inconveniences with the towels and toilet, but glad that we were able to resolve quickly! In regards to the shuttle service. It is indeed free and is scheduled to come at certain times everyday. In the case of which there is a lot of unexpected traffic or an accident that we are not aware about, the shuttle will definitely run late. The shuttle does always come to pick up and drop off guests. We offered to call a cab for you but not to compensate it due to a late shuttle.
We are not a 5 star hotel and do not consider ourselves to be. We are a 4 star boutique hotel.

Your feedback is greatly appreciated!!

Thank you!

Katrine
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 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
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Detroit, Michigan
Senior Reviewer
7 reviews 7 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed January 16, 2013

We were skeptical about bringing our 4 year old to South Beach as it's more of an adult place. Being so close to everything means we could walk everywhere and once we were in the room, there was no noise and everything was sparking clean and modern, and what a bargain. We got lucky with this one!

  • Stayed November 2012, 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.
SBG_GuestRelations, Guest Relations Manager at Metropole Apartments, responded to this review, January 17, 2013
Good Afternoon SandyLy0ns,

Thank you so much for taking your time to post your wonderful feedback on Trip Advisor for all of our future guests to read! We are extremely glad that you were content with the location of our property! We are definitely within walking distance to everything- very convenient for our guests! We are also glad to know that your room was quiet, clean and comfortable!!! We hope to host your next visit to South Beach!!!

Kind Regards,

Katrine
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Miami
Contributor
17 reviews 17 reviews
15 hotel reviews
Reviews in 14 cities Reviews in 14 cities
11 helpful votes 11 helpful votes
4 of 5 stars Reviewed December 29, 2012

Nice hotel with comfortable beds! The pool is pretty much the size of a large jacuzzi. Good location for the money you definitely cannot go wrong with this place. I did not have much interaction with the service being that my friends had already checked in upon my arrival but from what I've heard it was pretty descent.

  • Stayed December 2012, traveled with friends
    • 4 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SBG_GuestRelations, Guest Relations Manager at Metropole Apartments, responded to this review, January 3, 2013
Good Afternoon Chad,

Thank you so much for taking your time to post your review on Trip Advisor for all of our future guests to read! We are so glad to read that you enjoyed your stay with us!!! Our location is great! We are in the middle of all of the action, yet far enough to get a great nights sleep! We hope to have you stay with us again soon!!

Kind Regards,

Katrine
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York
Senior Reviewer
6 reviews 6 reviews
5 hotel reviews
Reviews in 4 cities Reviews in 4 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed December 13, 2012

This was my third time going to Miami and I wanted more of an apartment feel than hotel. We were planning to stay for 5 days so we wanted something comfortable and big. I'm a college student so I wanted to save money by staying at a place with kitchen, living room etc so you save money by cooking some food and having drinks in the apartment.. I looked into hostels, home away, airbnb and ended up at the Metrople after getting great rates.

If you want the restaurant, bar, lobby, room service, breakfast in bed, pool towels etc then go to a hotel... If you want more of a self service, apartment, home away from home... Come here!!

Pros:
-I thought the service was great. Checkin was easy and fast. We were checked in by Darien who also gave us comp cards to go out to the clubs and info about happy hour, the shuttle etc
-the next day Sebastian and Michael were working at the desk... They hooked us up with Mick and the shuttle and also gave us great recommendations.
-we stayed on the 4th floor, in the middle, had a view of Collins and also ocean drive
-having the two tvs, microwave, walk in closet, dining room table was great... It felt just like an apartment... I've stayed at other hotels in Miami... This place was nice!!!
-a couple friends who were staying in sunny isles came to visit... It was nice to show off our "jersey shore hotel"... The living room was great to host in as well as the patio/garden downstairs. We were hanging out before going out on the town... And it did get noisy. There was a noise complaint and the staff were very professional in telling us to turn the music down.
-checkout was also great... No hidden charges... No surprises...they stored our bags for the day

Cons
-we needed an iron.... Called downstairs and they brought one to the room in minutes
-iPod dock was broken... Maintenance man came and replaced it in 10 mins.... Nice guy from Cuba
-curtains had some stains on them.... But these are curtains.... Not a dealbreaker... We didn't mind.... Overall the place was clean and the maid came everyday. I'm asthmatic and dust can trigger an attack... So I needed somewhere clean... This place was clean!
-the pool is small... So we just went to the ocean...not a big deal

Overall being in an apartment that was cleaned everyday, having a free shuttle so we saved on cabs, location...right next to the beach and ocean drive and Collins, near the buses so we rode the bus to downtown Miami, the mall etc, happy hour across the street at the Whitelaw....a fridge and microwave oven and plates and cutlery so we bought things like pizza and drinks and had them in our apartment... This was the best vacation ever! We lived that south beach life!

Thank you Darien...wish u all the best with your fiancé! Thanks Michael and Sebastian! I'm def comin back here the next time I am in Miami and would def recommend it

Room Tip: 4th floor! Also they have 1 bedrooms with 2 double beds Talk to Darien... He's the man!
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  • Stayed October 2012, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SBG_GuestRelations, Guest Relations Manager at Metropole Apartments, responded to this review, December 20, 2012
Good Afternoon Traveltraveltravel32,

Thank you so much for taking your time to post your wonderful feedback on Trip Advisor for all of our future guests to read! We are very glad that you chose to stay with us on your 3rd trip to Miami Beach! We definitely do offer that big, comfortable feel for those who want to really feel like their in a home away from home. We work hard to provide outstanding service to each and every guest that comes through those doors. I will let Darien know about your wonderful praise in regards to the service he gave you at the time of check in. We are glad that you were offered our complimentary club passes and info on our cocktail hour! Sebastian and Michael are also wonderful assets to the company! They all work hard to give our guests the attention that they deserve! I apologize to hear that you ran into a few minor inconveniences but our staff was able to accommodate you fast and efficiently! Your feedback is extremely appreciated! We hope you come back to stay with us soon!!

Kind Regards,

Katrine
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Cambridge, Massachusetts, United States
1 review
3 of 5 stars Reviewed December 11, 2012

The one thing missing was a bar. The pool was more of a splashy splash. The rooms were great, though I may have changed some of the design particulars (such as: shower running out of itself, as it were). Service was fine. Good location and price, close to pretty much everything. Other than that... Why not?

  • Stayed December 2012, traveled with friends
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SBG_GuestRelations, Guest Relations Manager at Metropole Apartments, responded to this review, December 13, 2012
Good Morning Architextured,

Your feedback is greatly appreciated! Our pool is a boutique hotel style pool just like our rooms. Our staff works hard to provide the best service and I am glad that you were given that! Our location is great. In the heart of SoBe but far enough for you to get a wonderful nights sleep! We hope to have you stay with us again soon!

Have a great day!

Katrine
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Rome, Italy
Senior Contributor
39 reviews 39 reviews
32 hotel reviews
Reviews in 21 cities Reviews in 21 cities
26 helpful votes 26 helpful votes
3 of 5 stars Reviewed November 29, 2012

Location is just great , but the hotel is very badly run. Lobby service is a bit rude depending on the time of the day , they can be nice as they can be rude, not consistent. There was a very stinky smell on the corridors, elevator seems to be from 2 centuries ago and the cleanliness of the hotel in general leaves much to be desired. Rooms are spacious and well appointed, they charge a 15 USD per day for resort fee??? I wonder which part of the hotel is a resort if the pool is a jacuzzi size and they give beach towels if you need so well... though internet wifi is free and works fine.
Don't expect much of service but a kind off worn apart hotel , good size and medium level service. 3 stars for sure.

  • Stayed November 2012, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SBG_GuestRelations, Guest Relations Manager at Metropole Apartments, responded to this review, December 6, 2012
Good Day Gian Carlos,

Your honest feedback is greatly appreciated! I am very sorry to read that you did not find the hotel to be amazing. Was there anyone in particular of the lobby staff that you remember being rude and not consistent? I will definitely inform the housekeeping staff about the smell in the corridors. I am very happy to read that you were content with the size of the room. Almost every hotel will charge a resort fee. The fee covers all of our amenities. Thank you for your feedback!

Kind Regards,

Katrine
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Washington DC, District of Columbia
Senior Reviewer
9 reviews 9 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
9 helpful votes 9 helpful votes
2 of 5 stars Reviewed November 18, 2012

I have stayed at over 10 hotels in Miami and South Beach area. This hotel is by far the worst. The management is shady and the business practices are questionable at best (even by South Beach standards.)

Pros:
- The hotel reception staff is great. All of them are nice, welcoming, and courteous. This is impressive for South Beach and was the highlight of our stay at this hotel.
- Rooms are a great size and well decorated.
- Outside lounge area is comfortable and enjoyable.
- Good value if you get a working room.

Cons:
- Maintenance at this hotel is horrific. This was worse then any hotel I have stayed in ... including in 3rd world countries. For example, out toilets had to be fixed 2 times (broken after every maid visit and started to fix it ourselves after the second complaint), sink wouldn't drain, shower had no hot water, a colony of black flys were living on the bathroom walls, A/C didn't work and we had to pay to be upgraded to a room with A/C (no joke I have the receipt to prove this), and I could go on and on.
- Cleanliness is not something they pride themselves on. We had tennis sized human hair balls in two rooms, the beds in the rooms were only sometimes straightened up, more then one piece of silverware had old food stuck to it, and the bathroom was never cleaned.

Highlight:
- Our bathroom was not in working order and the A/C was broken. We are talking 80+ degrees at night with no breeze. We reported the issue to management and they said we would take care of the issue for you during the day. When we came back at night and the A/C was still broken and we were informed that it was because the compressor needed to be replaced. The night auditor is a great guy and did everything he could do to help us out. The best he could offer was to move us to the only other available room that was a two-bedroom suit (upgrade) for one night. However, we would have to move to a different room the next morning as the general manager wouldn't allow us to keep the upgrade for our remaining 2 nights. So the result was that if we wanted to have a room with a working bathroom and A/C for the remainder of our say we would need to move rooms 2 times or pay an upgrade fee.

What respectable hotel chain treats their guests in this way? None! This was completely the fault of the GM and not the reception/auditor staff. In fact, if it was wasn't for the night staff working so hard and being so kind, I would have dedicated days of my time reporting this shady business to every place that would listen.

Room Tip: Pray you get a room that is in working order and everything will be all right.
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  • Stayed November 2012, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 2 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.
SBG_GuestRelations, Guest Relations Manager at Metropole Apartments, responded to this review, December 6, 2012
Good Afternoon,

Thank you so much for taking your time to post your honest feedback for all of our future guests to read! I am very sorry that this hotel did not fit your standards! I am very glad to read that the service was great- welcoming and curteous! Also very glad to see that the room size was great and well decorated! I am extremely sorry to hear about the service of our maintenance department. Can you please provide me with your room number so that I can look into the maintenance issues and find out why you were never helped. As soon as I get the number to the room you were staying in I will be about to research this.

I look forward in hearing back from you!

Kind Regards,

Katrine
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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 Metropole Apartments

Address: 635 Collins Avenue, Miami Beach, FL 33139
Phone Number:
Location: United States > Florida > Miami Beach
Amenities:
Free High Speed Internet ( WiFi ) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Room Service Wheelchair access Airport Transportation
Hotel Style:
#48 Luxury Hotel in Miami Beach
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Metropole Apartments 4*
Official Description (provided by the hotel):
The Metropole Hotel South Beach offers understated elegance and unparalleled service in an intimate, friendly, home-away from home atmosphere. While located in the heart of South Beach, The Metropole's inviting yet private courtyard setting and chic 1 and 2 bedroom suites manage to provide a decidedly residential feel ideal for those seeking calm, in the midst of the action. Production friendly rates available. ... more   less 
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Also Known As:
Metropole Apartments Miami Beach
Metropole Apartments Hotel Miami Beach

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