I checked into the Eden Roc two nights ago, in Miami Beach on business (meetings at the Fontainebleau next door). First, a few positives: location is excellent, ocean view is beautiful and bedroom area fairly spacious. Now the biggest negative: service - there isn't any. At check-in there was only one desk open (at 8pm) and I had to wait more than 25 minutes. Having reached the room (more on that later), I noticed there was no room service menu so I called and asked for one. It took an hour and a half to arrive. My luggage took even longer than that. Room service itself, on the two occasions I've ordered it, has either been extremely late or missing some item or other. On top of that, room service options are severely limited, particularly after 10pm. Laundry service is a joke; this isn't collected from the room and has to be taken down to the bell desk (which nobody tells you until you notice at the end of the day that the items are still where you left them and call to complain). Housekeeping happens very late in the day - my room was not cleaned yesterday until after 4pm. Printing services are inconsistent, which is difficult for business guests. This morning the Internet wasn't working for more than 3 hours.
Onto the room... as I said, it's large, however not particularly well appointed (especially given the inflated room rate). I was unable to secure a room in the new tower, which probably would have made a difference. So my ocean view room with balcony is dated and no real thought has been put into the ambiance. The bathroom and hallway are reminiscent of a public swimming pool. A large shower cubicle with a drain in the centre that guests have no choice but to stand on (ick!) is far from ideal. The only option within that cubicle is a central rain shower, but no shower caps are provided. The Aveda amenities are pleasant but there aren't enough of them. No slippers, no floor mat for the bathroom, no cotton balls, etc. no turn-down service to speak of and the rooms are cleaned but not properly tidied. The shower is leaky and drips all the time.
All in all, this hotel is quite sub par. If you're hoping for Marriott points, as I was when I read reviews from other Tripadvisors, then that's also not happening - as the hotel is no longer affiliated. In general the property is simply too vast and not equipped to deal with that kind of volume. Basically there's not enough staff to accommodate all of the guests to an acceptable 4-star standard.
Apparently rooms in the new tower are better. All I can say is, avoid the old tower!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review of our hotel. I am truly sorry to hear about your frustrations with your check-in experience and rooms. This surely does not demonstrate the luxury property that we are, and would love to personally assist you with any future reservations. Please feel free to contact me at email@example.com
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