I was very excited to see this hotel open in Homestead. I am in the area 4-5 times per year, and was happy to find seemingly good hotel south of Kendall. Sadly, my experience with the hotel has left a bitter taste in my mouth so strong that I can't make myself book it again.
It's a decent hotel and my initial opinion was quite good, all things considered. It was a bit pricey for the location, but the hotel came across as being very modern and convenient. Most of the staff was terrific... most.
I booked the room through the Marriott website, purposefully opting for a king room with a separate seating area. My trips to the area are usually a combination of work and family and I almost always bring my tween son with me. Nonetheless, I always work when I am there. I needed the separate seating area so that when my son would go to sleep, I could get a few hours of work done.
Upon checking in, the night desk clerk told me the room I booked didn't actually exist. There was a mistake on the Marriott website and they had no suite-type rooms. He then went on to tell me that there were no king rooms available. I was willing to take two queens, but was very upset to hear that none of their rooms featured a separate living space or couch. As such, I was only able to get about 10% of my work done in the evening, which made my days very difficult to balance. He claimed to have felt bad about the mistake and said he would give me a lower rate on the room type.
It turns out, he lied. I suspect that his assumption was that as a woman traveling with a child, my business needs weren't particularly important.The last day of a five night stay, I discovered the room directly across the hall from me was the room I had originally reserved. A room that was only booked for one of the nights I was there. Furthermore, the so-called lower rate turned out to be more expensive. When I approached the front desk to complain, I was basically given a dismissive response by the assistant manager. I was offered a small discount on a food charge and 1500 Marriott points for a five night stay that made my trip significantly more complicated than it needed to be.
I am a small business owner that needed to be able to depend on a particular type of accommodations. I generally stay at higher class hotels, but was willing to give this hotel a chance because of its location. It was a good hotel (although the pool temperature was a huge problem), but the hotel management clearly decided my needs were not as important as some other guest. As much as I would like to go back to the hotel, it has been made clear to me that, as a woman, my needs were not particularly important. I'd rather stay at a hotel with a better customer service ethic than this one.
- Official Description (provided by the hotel):
- New lobby experience offering engaging technology and inviting, flexible spaces to work and relax. The Bistro offers healthy choices, a variety of breakfast and dinner options, an evening bar, and specialty beverages made with Starbucks® coffee. Within 2 miles of the Homestead Air Reserve Base, FPL Turkey Point Power Plant, and Homestead Miami Speedway. ... more less
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