I stayed here from the 9th to the 21st October, 2013 and mostly enjoyed The Delano experience. The hotel is well appointed on first sight and I checked in satisfactorily at the Front Desk and was then escorted to my full sea view room by a very charming and helpful Andreas.
This room did not meet my expectations as it was quite small and the noise from the giant air conditioning units outside was disruptive so Andreas helped me find another room.
The next room I chose was a suite at extra cost per night. It was much roomier with more hanging space for clothes and a beautiful seating area and small outside terrace.
As it was evening time when I arrived in this suite, I didn't notice until the following morning that from the side window, the outlook was not good. It was a view of most of the hotel's windows, all overlooking an area which looked similar to a building site. A very untidy mixture of old buckets, cables, ladders and other bits of old trivia, all surrounded by stagnant water. The scene was dirty and grey. The outlook from the front of my suite overlooked the pool and beyond to the beach.
I was quite dismayed to see in the breakfast area that the seat covers all appeared to have stains and marks on them. I thought it was demeaning for a five-star hotel to expect guests to sit on such dirty covers but nobody else seemed to mind so I did not remark. I encountered this on other tables in the area and took particular note to have a good look at the rest of the seating area. All of the seats had dirty covers.
The staff who were on duty at breakfast were exemplary - always ready to serve and very polite and charming.
The buffet breakfast to which I was entitled was good.
The pool and poolside amenities were first rate and the staff there could not have been more helpful. Benito, Roberto, Marco, Soledad, Solomon, Lawrie to name but a few really made the holiday what it was. Even on the most busiest of mornings, I was found a sun lounger with the promise of a further move should I require it. I can honestly say that these boys and girls did look after their guests with the utmost caring.
The poolside snacks were very good.
I noticed on an evening when the poolside staff were covering up the sun loungers for the night, the same stains and marks were apparent on these removable covers as can be seen in the breakfast room. It does make me wonder that maybe management at The Delano are seeing the bigger picture but missing the small details that would make this hotel a complete delight. I am amazed that this five-star hotel expects its evening visitors to the pool area, to sit in their finery on such dirty seats. I would have thought that with these covers being removable, a spare set could be used when one set was being laundered.
The two downside experiences I encountered were: A giant cockroach was lurking in my shower early into my holiday. I was very frightened as we seldom come across these creatures in our homes in the UK. I covered it up with a towel as I didn't want to squash it in case it was an egg-laden female. This action may have caused more harm than good. I rang Housekeeping and someone came immediately and removed said cockroach, still wrapped up in its towel. I then had a visit from Head of Housekeeping who assured me that "this sort of thing never happens". Apparently the rooms are sprayed with an anti-infestational spray weekly. I was, however, not convinced that this practice was successful and spent the rest of the holiday fretting that I might have another visit from such creatures. I made sure I blocked the shower waste plughole up with damp towels to prevent any further occurrence.
My other problems were that nearly everyday, my keycard did not allow me entry to either of my two doors. I did waste a considerable amount of time queueing up at Front Desk for replacement keys. Sometimes, I was lucky enough to meet a housekeeper in the corridor who would allow me entry and on another occasion, I was allowed entry by Security staff. These episodes were annoying in the sense that it was exasperating and needless in a five-star hotel. This occurrence was practically daily. I was assured that the door locks would be attended to but this obviously never happened.
Concierge were quite helpful but I got the feeling that they didn't want to make the effort and it took some time for them to actually look up at me. I was given erroneous information from D'Michael Haas regarding the courtesy bus service that operates from the nearby Ritz Carlton Hotel to the Aventura Mall. He printed the bus timetable for me but when I arrived at the Ritz Carlton to take said bus, we were told that the service had been withdrawn around two weeks prior. This was another waste of time, waiting for a bus that didn't exist. We never saw D'Michael again with whom to mention this lapse.
I met a Front Desk Manager, Jennifer, towards the last couple of days of the holiday. I mentioned to her my problem with the door keys and she showed due concern and even went up to have a look for herself.
I asked her if I may keep the suite on for a few hours extra on my departure date as I was flying back to the UK in the evening. Jennifer immediately found out that this was indeed possible and I was able to spend the last day in comfort, not having to rush to pack my bags and vacate the suite at the normal time. Thank You, Jennifer, for this. I notice that I was not charged for this extra and I thank Jennifer and The Delano management for this. I appreciate this touch. I was, however, erroneously charged a fee of $59 for in-room bar food that I did not have. This was rectified by Sheerley on checkout.
I completed The Online Delano Questionnaire upon my return, adding that I would like feedback but since that date, nearly two weeks have passed and I have heard nothing.
I would not go back to The Delano for another holiday as my experiences marred what could have been a thoroughly excellent vacation. In my opinion, the huge amount of money that is charged by The Delano in regards to accommodation, does not match the apparent reputation that this hotel holds. My suite room number was 603. JJ - 5th November 2013.
- Official Description (provided by the hotel):
- Located in the heart of South Beach and directly on the ocean, Delano is the ultimate world-class urban resort and self-contained destination. Boasting America's first Indoor/Outdoor Lobby, the hotel's public spaces create the feeling of an interwoven "village" with almost no separation between indoors and out. With its soaring and unforgettably beautiful Lobby, legendary white Guestrooms, lushly landscaped Orchard, breathtaking Pool, the renowned Club Essentia wellness center and spa and stunning private beach, Delano epitomizes Simple Chic for a modern world. Delano offers seasonal packages and special offers including spa, breakfast and parking packages. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia, Booking.com, Amex, Hotels.com, Priceline, Splendia, HotelTravel.com, EasyToBook, Odigeo and Jetsetter so you can book your Delano South Beach Hotel reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Delano Hotel Miami Beach
- Delano Resort Miami Beach
- Delano Miami