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“Poor service, or were we unlucky?” 3 of 5 stars
Review of Eden Roc Miami Beach

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Eden Roc Miami Beach
4.0 of 5 Resort   |   4525 Collins Avenue, Miami Beach, FL 33140 (Formerly Eden Roc, a Renaissance Beach Resort & Spa)   |  
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Ranked #53 of 201 hotels in Miami Beach
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 7 cities Reviews in 7 cities
13 helpful votes 13 helpful votes
“Poor service, or were we unlucky?”
3 of 5 stars Reviewed November 6, 2013

We had booked 2 two-queen size rooms via booking.com as we were traveling with our 3 kids.
The reservation was made more than 1 month in advance and we had specified that we wanted 2 rooms at the same floor, for obvious reasons.

As we checked in, front desk and they told us that we only had 1 room reserved but that they had availabilities for a second room.
I insisted on the fact that I wanted the 2 rooms at the same floor, which was of course not possible unless I upgraded to 2 superior rooms, with a supplement of $50 per room per night.

I was upset, but jet lagged and tired, I accepted it.

We were supposed to meet with our friends in Miami. They told us that they had called the hotel several times, asking if we had arrived, and were surpised to hear from Front Desk that there was no reservation at our name.
Our friend asked to leave a message, but we never received it.

They had sent a fruit basket for us, and the present was returned by the hotel.
When our friends came to pick us up at the hotel on the second day, once again, the staff told them that there was no reservation at my name...

On the last day, our friend had arranged the airport transfer for us.
Of course, when the driver arrived, they told him that there were no reservation at my name...

I complained to the manager who accepted to waive the upgrade fee.

We have rented a car twice from the Hertz desk within the hotel.
The service is convenient in theory as you pick up and return the car directly from the hotel. Unfortunately, the service was very very slow, and we didn't get the car category we had requested.

Apart these bad experiences, the staff was nice, the location very good, rooms are comfortable, quiet and spacious.

  • Stayed October 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 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.
Jim M, General Manager at Eden Roc Miami Beach, responded to this review, November 11, 2013
Thank you for taking the time to provide a review. We are sorry to hear about your frustrations with your reservations for your room and car service. Your feedback about the level of customer service has been shared with our team.

We hope to welcome you back to demonstrate the qualities of the first class resort you expected. If I can ever personally assist you with your next visit please feel free to contact me directly at jmauer@destinationhotels.com.
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (424)
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English first
Miami, Florida
1 review
5 of 5 stars Reviewed November 6, 2013

Great hotel, customer service from valet staff to the front desk and restaurant staff. Very accommodating and helpful. the hotel itself is in a perfect location , oceanfront room / suites are the best.

  • Stayed November 2013, traveled solo
    • 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.
Fort Lauderdale, Florida
Senior Contributor
27 reviews 27 reviews
25 hotel reviews
Reviews in 22 cities Reviews in 22 cities
96 helpful votes 96 helpful votes
4 of 5 stars Reviewed November 5, 2013

This is a gorgeous hotel, especially if you make sure you stay in the "newer" towers (on either side, not the original middle portion). Beautiful views. This is also a great hotel for little kids, as there s a pool really just for children and their parents, with two shallow areas perfect for toddlers and babies. There is also a separate adult pool, which is great. (great drinks and food too). Take note: in the winter, the sun will be gone on two of the three pools by 12:00 usually...so if you want to get sun, make sure you lay out in the farthest corner of the upper adult pool!! (this is a issue usually with all Miami hotels, really...). HOWEVER, there are some new issues with this hotel. It used to be a Marriott property (and I am a Marriott Platinum member, so I had stayed here several times), and it recently transitioned out of Marriott. . . and I think the service people have not been trained. There were inadequate towels at the pool, and they were old and small. The maid service, the guest service, the front desk - everyone just seemed to be completely clueless. They were really nice, but for example, we called Guest Services to ask about breakfast service at the restaurant, and we were told there was no restaurant in the hotel!! They said there is only Starbucks!!! Ok, there are gorgeous restaurants, and the breakfast was DELICIOUS....but this Guest Services worker didn't even know they had a restaurant. Lol....they really need to get it together b/c guests just aren't going to deal with the poor service. Another example, we also had our breakfast included for our stay, and we confirmed this free breakfast at check out, but when we got home and checked our card, we had been charged for breakfast! It is just really bad...but I think these are all issues that can get fixed as people get better training and the new ownership transition is completed. This really is a gorgeious hotel.... It is still probably one of my favorites in Miami, so I hope they get the kinks worked out......

Room Tip: The newer beachfront towers....
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  • Stayed November 2013, traveled as a couple
    • 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
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jim M, General Manager at Eden Roc Miami Beach, responded to this review, November 6, 2013
Thank you very much for your kind words and constructive comments of the Eden Roc Miami Beach. We are very glad that you are a frequent guest and had some very nice things to say about our beautiful property. I am, however, disappointed to hear about some of the issues you had and can assure you that these will be addressed. On that regard, could you please email me with your reservation information (jmauer@destinationhotels.com)? I would like to look into your bill to make sure that it is correct. We do hope to have you back soon!
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Augusta, Georgia
1 review
5 of 5 stars Reviewed November 5, 2013

This was the friendliest hotel I have ever been to! The entire hotel staff was engaging, helpful, and eager to serve. Gorgeous hotel, beautiful view, I would recommend this one to all! The Elle spa here brings a lot of their models here for photo shoots. The food here is organic and delicious. The entire menu is so creative and yummy!

Room Tip: It was a treat to stay on the 21st floor where they have large spa tubs...
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  • Stayed October 2013, traveled on business
    • 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
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jim M, General Manager at Eden Roc Miami Beach, responded to this review, November 6, 2013
What great words to describe the Eden Roc Miami Beach! We love the recommendation, and the food is definitely delicious! Georgia isn't so far, so we hope you are back to visit soon!
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Allentown, New Jersey
Top Contributor
53 reviews 53 reviews
25 hotel reviews
Reviews in 32 cities Reviews in 32 cities
46 helpful votes 46 helpful votes
5 of 5 stars Reviewed November 3, 2013

Surprised by how nice it was. We stayed in the ocean tower part of the property in an oceanfront suite. I wanted a high floor but we were given the third floor. What a pleasant surprise. It had the largest balcony, by far, of any in the hotel...must have been 7-800 square feet with couches, large table etc. It had ocean and pool views. Great place for a party. The suite itself was very nice, modern and bright. AC, shower, tub, etc all worked well. The bed was quite comfortable and the room darkening blinds did the trick nicely.
We had room service breakfast twice and both times it was prompt, cooked to order and good.
I liked the layout of the lobby with a bar in the middle. The drinks were all fresh ingredients and excellent. The beachfront restaurant and bar was a great place to hang out or watch a game. There are quite a few pool choices including a deck-top adult pool. The hotel is right next to the Fountainebleau with it's top-notch nightlife. Eden is a more quiet spot with instant access next door. I liked it.

  • Stayed November 2013, traveled as a couple
    • 4 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
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jim M, General Manager at Eden Roc Miami Beach, responded to this review, November 6, 2013
WOW! What an awesome review of the Eden Roc Miami Beach, thank you! It seems you had a chance to really embrace and enjoy our gorgeous property. I also love that huge patio and couldn't agree more - perfect place for a party. Thank you again for the kind words and hopefully we will become your hotel of choice on Miami Beach!
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Toronto, Canada
2 reviews
Reviews in 2 cities Reviews in 2 cities
6 helpful votes 6 helpful votes
4 of 5 stars Reviewed November 3, 2013

We went to eden roc for the day to pamper ourselves at Elle spa and hang out by the pool for the day. My friend and I both booked a facial with Marilu and she was fantastic! She was warm, friendly, and totally professional. She gave one of the most relaxing facials I've had in a long time. If you are looking for a great hotel and spa--this is the place for you!

Stayed November 2013, traveled with friends
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Los Angeles, California
Senior Contributor
25 reviews 25 reviews
15 hotel reviews
Reviews in 17 cities Reviews in 17 cities
26 helpful votes 26 helpful votes
3 of 5 stars Reviewed November 3, 2013

The hotel has some nice parts but it does not have the service of a Four Diamond hotel. Cleaning the rooms after 5pm? That you would expect from a Holiday Inn. They charge you a $20 resort fee but still charge to use an umbrella at the beach. That is a rip off. When your cab pulls up to the hotel, don't you think the bellman shoild open the door for you? They just stand and watch you get out of the cab. And it is noisy. You can hear the trash being picked up at 7am. Loud trucks.
When we first checked in, they gave us a suite. We were happy to get the larger room. they we find out it is right next to the elevator. You can hear the elevator going up and down the entire time. Do not take a room that ends in the number 12
This is just not worth the price for this type of a hotel.

Room Tip: Do not take a room that ends in the number 12
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  • Stayed November 2013, traveled as a couple
    • 2 of 5 stars Value
    • 3 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 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.
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Additional Information about Eden Roc Miami Beach

Address: 4525 Collins Avenue, Miami Beach, FL 33140 (Formerly Eden Roc, a Renaissance Beach Resort & Spa)
Phone Number:
Location: United States > Florida > Miami Beach
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Top resorts Hotel in Miami Beach
#22 Business Hotel in Miami Beach
#26 Spa Hotel in Miami Beach
#32 Family Hotel in Miami Beach
#34 Luxury Hotel in Miami Beach
#40 On the Beach Hotel in Miami Beach
#42 Romantic Hotel in Miami Beach
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Eden Roc Miami Beach 4*
Official Description (provided by the hotel):
Overlooking the world-renowned Miami Beach, Eden Roc Miami Beach embraces its role as a timeless treasure, yet welcomes guests with a gracious, new contemporary spirit. Guests can luxuriate in spacious rooms & suites, bask in the sun at one of four refreshing pools or claim a chaise lounge on the beach to watch the waves roll by. Enjoy 1500 Degrees, dine beachside in Cabana Beach Club, seen and be seen at the Lobby Bar and grab a little pick me up at Starbucks. Discover our sanctuary for your senses with the first ever ELLE SPA at this premier Miami Beach resort. ... more   less 
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Also Known As:
Eden Roc, a Renaissance Beach Resort And Spa
Eden Roc, a Renaissance Beach Hotel Miami Beach
Renaissance Miami Beach
Miami Beach Renaissance

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