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.
Stay elsewhere if you aren't traveling with a man.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
April 8, 2013
We appreciate that you took the time to share your experiences with us. It is our commitment to resolve and quickly respond to any guest complaint such as yours. As a guest of ours YOU are of the utmost importance to us- and your experiences will in fact help us grow. We continue to learn from our guests every day the ways we can improve and do better at our jobs. Since your comment our website has been updated, and now describes the correct room type and layouts for each room. This must have been so frustrating for you, and I am sorry that you had to experience this at our property.
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We have also enhanced our front desk training program. It seems as though many of the problems you had mentioned are closely tied to associate training- and not to intentionally disturb your business travels. Be assured we pride ourselves on enhancing our associates skill and abilities to handle any and all scenarios that pop up on property. Your comments will most certainly be an asset to use as we go back to our associates with real world experiences at their front door.
I am so very sorry for the burden you had experienced. I guarantee if you would come back to see us we will prove just how far we’ve come. If you look at some of the other comments on this site alone, you will see we are trying our best every day to show our guests we care and are committed to a memorable experience. In your case- we let one fall through, and I am indebted to ensuring we make it up to you.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.