Understaffed, like all hotels in Miami. I understand that they have staffing issues due to COVID. I understand that the hotel was forced to close, and re-open, and that they needed to re-hire and train new staff. I also understand that they’re at 50% staff. BUT they are still selling the rooms to 100% occupancy even though they know that their limited staff can’t satisfy a full house of guests. AND they are still charging us full price even though they aren’t providing full service. This all leads to a diluted guest experience and will result in a bad reputation. This may not be their fault, but it’s not my fault either and I’m the one paying full price here. There are no bellman. We arrived and there was no one to greet us. No doorman, no bellman, no one around. We entered (lower level) and found an employee and asked her where to check-in but she didn’t speak English. We hauled our own luggage upstairs and found the front desk by ourselves. The young man at the front desk offered no welcome, no offer to assist with luggage, and he had no knowledge of the hotel. I asked for a room with no connecting door. We haul our own luggage up to the room, and, it’s an adjoining room. I call guest services, explain my request for no adjoining room and am told that he’ll call me back. Wait ten (10) minutes, he called back, said new room available, but no bell man available, and “please do not touch the bed or the bathroom because we don’t have housekeeping to make up the room”. Really?? We haul our own luggage back down and then back to the new room. No apology from the front desk. Lunch at the poolside restaurant, Cascade, was a disaster. Too many snafus to explain. No manager available. After all the service snafus at lunch it might have been a nice “good faith” gesture to offer us a dessert or a glass of wine. Or at least have a manager come to the table to apologize. I wasn’t looking for anything for free, but they dropped the ball and this should have been acknowledged somehow. But, here, management just doesn’t care. I walked through the lobby and heard another guest expressing his displeasure, walk through the pool and here others complaining about the service. The disappointment was all around. I checked out and there was no “how was your stay, sir”, which is what you’d expect from a true 5-star hotel. I paid the bill and then said “service here is very disappointing” to which he responds with a simple “I’m sorry to hear that.” They are overbooked and understaffed and they just don’t care. Would I return? Maybe in a few years after they get their act together. But I’d stay away for the moment. If they don’t have the staff to service the guests, then they shouldn’t sell to capacity, or at least charge a “soft opening” rate to take the lack of service into consideration. Too many other places to spend my money and receive true 5-star service. Not here. …
Recently stayed at The Biltmore for a leisurely few days. The hotel rooms have been renovated and were extremely comfortable and well appointed. The building and grounds are a step into the past and are just beautiful. I want to give a special shout out to the service provided by Janelle at the front desk. She was so professional and helpful. Will definitely be returning.
I never thought I would write a review about a reservation department but I had the most marvelous experience with a Ms. Mirium Gonzalez (hope I got the name right) who spent a half hour with me with a complex transaction involving changing dates, rooms etc for a forthcoming trip next week. She was patient and resourceful and encouraged me (without high pressure sales talk) to book a bigger room, arranged to cancel and re-fund reservation for certain dates and re-book for other dates. So if you call the hotel for reservations (and that is the best way to book in my opinion, since they are on-site) you will be lucky if you get Ms. Gonzalez. About the hotel I find it a glamorous place to stay with a stunning pool and good service.
The Biltmore has a "personality", stunning architecture, and hanging out at the pool you feel like you're living in a magazine cover, feels like an escape from the bustle of South Beach. Service by the pool was excellent. Rooms were spacious, bed comfortable, the lobby has the Wow factor The rooms do show their age a little, but seemed spotless clean, pretty bathrooms
My Home away from home while visiting my daughter at U Miami. It never disappoints ! the grounds are gorgeous ,the pool is spectacular and the staff is the best you could find anywhere. The food at the 19th hole Grill exceeded my expectations. Great food with a lovely view. Now all it needs is a walking path to the U. I did walk it actually & it’s a nice 45 minute walk but I really wanted to walk the cart paths. Lol See you soon!