Booked a beautiful Ocean Front room, only to discover it had been given to another guest when I checked in. The only room available was a tiny, dirty room with hair on the floor and a "cruise ship type" bathroom. Stayed in a high traffic corner room so I could listen to honking horns, motorcycles, slamming doors and blasting car stereos all night. Not exactly the rolling sounds of waves crashing along the shoreline which I had expected. I tried to get the room I had reserved, but instead I was given a list of other hotels from the woman at the front desk, who seemed to care less where I stayed on January 31, 2013. Her flippant demeanor was that which could be found at the local Super 8 Motel. Instead of charging me the nearly $800 for my Ocean Front, she acted like she was doing me a favor by giving me a very small discount. Unfortunately, I couldn't find another hotel in the area and ended up staying at the Delano. BEWARE! Common areas such as the lobby and hallways are beautiful, but when you walk into a room.....Look out!!!!!!! Would never stay there again even if the room was free! (Instead of supplying condoms in the rooms, ear plugs would be a better choice)
Room Tip: Go somewhere else.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
February 9, 2013
Thank you for taking the time to submit your review.
I would like to preface my comments. In regards to the issues with your room type not being available, I would like to speak to you in more detail personally. Please feel free to reach out to me @ lee.greenspan@mhgc.com.
Beyond that, I would like to utilize this forum to address a few concerning issues that you described above. First and most importantly is the staff. My office is situated behind the front desk and I work regularly and very closely with both front office managers and front desk agents. At Delano, service is head and shoulders above all other priorities. You will see from the vast majority of reviews on our page here, that the people that work at Delano are some of the most talented, repectful and hard working individuals that you will ever find in this industry. I have an extremely hard time accepting that the female front desk staff member with whom you dealt was flippant. If she was, I will be the first to apologize. It is a rare occasion that we oversell a certain room category, however, unpredictable things do happen in hotel operation. If she did offer a discounted rate or a room move, that is certainly an appropriate approach. If she was out of options as to how to make you happy she may have seemed to be at a loss... not flippant or disingenuous. I'm sorry if her demeanor suggested anything but genuine concern for turning your stay around. Regarding rooms: All of the Art Deco or boutique hotels in Miami Beach have standard rooms which are on the small side. We do have several categories and options for larger rooms, but on the whole, rooms here are not huge. Delano is located directly on Collins avenue to the west, and directly on the beach to the east. Depending which floor you're on, there is a possibility that you will hear normal sounds associated with a busy city. This is beyond our control, but if it bothers a guest, we will find an accommodation more comfortable for them. Also, we do have ear plugs in addition to condoms. For future reference, ear plugs can be obtained from the front desk. There are several other items, including condoms, which are tastefully placed in an in room shop box. Regardless of any misunderstanding or disenchanting memories of your stay, I would like to make your experience up to you. As discussed, please feel free to reach out to me personally.
Many Thanks,
Lee
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.