We attempted to stay at the Hotel Shelley for one night. Upon arrival, and after nearly an hour of searching for our reservation, the front desk staff discovered that our reservation was made for the day I MADE the reservation, rather than the day of our actual reservation, despite the confirmation email I received.
To the hotel's credit, they attempted to accommodate us at this point by giving us a room on the first floor, directly behind the bar. When I protested due to the obvious noise problem - I KNOW this is South Beach, I KNOW what kind of hotel this is, but please, nobody wants that room, which is probably why it was available - the hotel told me that as a family, we probably should have picked a different hotel. What? Our family = 2 adults, and one 15 year old. We're not talking toddlers that need a nap. It was 3 p.m. and the DJ was already playing music in the lobby. We had a pretty good idea of what the activity level would be at midnight and later.
After a second attempt to give us a room on the second floor, which we would have gladly taken if it was ready (we went up to find the beds completely stripped and the room clearly not cleaned) we asked for a refund. We'd been in the lobby over two hours at this point. Ultimately, the general manager offered to upgrade us to a four-star sister property, the Riveira Hotel, which we gladly accepted. It was more "family friendly." Geez, Get off it.
So, I am leaving a review despite not having stayed at this property. We would have liked to stay there - the location was perfect, the decor had the funky, cool, vibe we like. We wanted to be in this neighborhood, near the beach. WE KNEW WHAT WE WERE RESERVING. At the same time, it's not unreasonable to expect that a reservation made months earlier will be for a room that's ready, not the one that nobody wants.
But this hotel has some fundamental problems. I tried calling the hotel no less than six times the weekend before our reservation to confirm it (as I did with everything on this trip). Every attempt was voice mail purgatory, and no, I don't believe as I was told via a follow up email, that the "phone system was down." I just don't think they answer the phone. The phone at the front desk didn't ring the entire time we were in the lobby, and for a busy, small boutique hotel like this, that seems a little unrealistic. Other reviews have also pointed this out. I also attempted to communicate via email, and got no response to that.
So on the upside, the general manager and the front desk staff member really did to their best to address our problem. We were completely satisfied with the end result. But it was a problem that should have never occurred in the first place. If you read the reviews here, it seems like those people who have a reservation executed without a hitch have a fairly good experience at this hotel. And then there are people like us. Hope you don't join us if you attempt to stay here.
- Official Description (provided by the hotel):
- The Hotel Shelley is product of a flawless marriage between comfort and affordability. Located just steps from the ocean, the Shelley is a favorite to travelers who enjoy an unpretentious atmosphere and prime location at a good price. Our vibe is chill. We're talking bathing suits and flip flops...all day long. The laid-back ambiance and gracious staff of the Shelley prove ideal to the casual traveler who's looking for a place where anything goes. ... more less
- Reservation Options:
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- Also Known As:
- Shelley Hotel Miami Beach
- Shelley Miami Beach
- Hotel Shellys