We had a terrible experience staying at the hotel. There were numerous issues we encountered during the stay. The bathroom was completely out of order. Both the toilet and the sink did not work. They did not address the issue until a full day later. It did not stop there. The fridge in the room stopped working and it took the over 5 hours to come out and fix it. This was the case despite the fact we notified them that we had medication that needed to be refrigirated. They also failed to notify us that the rooms get cleaned every other day. The balcony was not cleaned at all and was dirty when we arrived. Overall one of the worst hotel experiences we had.
Gianni, Pedro, Austin had the fastest and best service. They helped us when we were dehydrated and made sure we were taken care of. They also checked in on us whenever they walked by. Best hotel!!!!!!
After enjoying a beautiful day at the pool, my wife, three daughters and I returned to a room that was not cleaned and to prepare for dinner with no clean towels. When I initially booked the room, I was under the impression that the hotel was a 5 star hotel and that my room at the very least be cleaned daily and possibly turndown service. I spoke with Joanna in housekeeping and she was very rude and informed me that the new policy is that rooms will be cleaned every other day. Furthermore, I spoke with Alex, a manger, whom was apologetic and indicated that he would have towels sent to the room. Additionally, I feel that for the price of the hotel room, one bedroom suite, the room should be cleaned at the very minimum. We will unfortunately not be staying at this hotel in the future and we be sharing our experience on social media outlets.…
Lee is so friendly and amazing! Very sweet and personable! We loved the beach and the location. We had a great time. Thank you Lee. The drinks are expensive but good. All the service is friendly and nice.
English- Thank you for keeping us set up and in good shape by the pool. Your energy was always upbeat. The family looked forward to you swinging by the daybed to check in. We appreciate you. See you next time.
This hotel provides the worst customer service I have ever received, ever! You cannot get a hold of anyone at the front desk. Even when you dial from your room, you get someone overseas who doesn’t speak English and who doesn’t know what is going on. I happen to lock myself out in the hallway– I had to use the hotel hallway phone and it took them more than half an hour to come let me in my room. I will never stay at this hotel again.
I’m staying right now in the Fontainebleau hotel in Miami. It’s my 3rd day here and my room was not cleaned once. I called them 5 times each day to send someone to clean and they would say sorry but you know it’s thanksgiving and we are short in staff. First of all it’s not my issue and this is very unprofessional to say to your clients. This is the first time and last time I will stay at this hotel. Plus when you sit at the beach and ask for water, it takes one hour exactly to get your water. I would not recommend this hotel. Plus rooms are very outdated and not very clean.
Kat was super sweet and helpful getting us all the drinks we wanted all day! Cabana boy was also very nice getting us any spot we wanted. Loved the summer in santorini cocktail, would recommend that one over the frozen drinks.
Inflation, shrinkflation and lack of services defined the stay. Everything was a hassle. Room: I had booked an oceanfront junior suite but was given a room on the third floor over the kiddie slide. Lots of screaming but no ocean in sight. After complaining to 2 different employees, We were switched to the 8th floor with a nice ocean view—bad and stressful start. No Internet: There was no reliable internet service in our Sorrento tower room. Either there was absolutely no access or the service cut out when we were in the middle of a task. Making cell phone calls from the room was difficult, and, at times, impossible. Our 10 or so calls to customer service to resolve the Internet issue generated many excuses. One employee told us that it was simply volume, too many people were using the system. Another told us that they had had a power surge and needed to reboot everything. Yet another told us to use a different network, which we had a very difficult time accessing. Lots of excuses but no remedy! If you need to use the Internet for work in your room, Do not stay in the Sorrento tower! Valet parking: The valet system ($41 per night) simply did not work. We were told to call 15 minutes before we needed the car. I called 20 minutes before, but, when I got to the pick up area, the wait was actually 45 minutes, making us late for dinner reservations. Add to that a long line of people complaining. This was very stressful! Food: The food and drinks were actually very good, but extremely expensive for what you got. Thanksgiving dinner at strip steak cost us $300 for my husband and I. They scrimped on the turkey, mashed potatoes stuffing and gravy. Only the brussels sprouts were plentiful. Five small and thinly sliced pieces of turkey and a spoonful of stuffing for the two of us! Beach Set up: The beach is truly beautiful, but the chase lounges are placed right against each other on the side, front and back. It felt like being in a sardine can. Bottom line: Stay somewhere else!…
Gianni and Jean helped us out today on the beach. They set us up in no time and kept checking in all day to make sure we were enjoying our time. Highly recommend staying here on your next vacation. We love it here