I would not trust to stay here based on my terrible customer service experience. I have been trying to secure a refund on my deposit for a stay in April 2020 since March 2020. I am never able to talk to a person when I call. Voice mail messages only refer me to an email address. Emails remain unanswered or claim they remain closed and “unable to provide you with an update on refund.” We paid a higher nightly rate so that we would have the ability to cancel with a refund. We are still chasing the refund 7 months later.
We took a short trip South Beach to visit for the first time and stayed at The Plymouth. This hotel was immaculate, beautiful, picture worthy, and relaxing but that is not the reason we plan to return. The staff here were all incredible!! The front desk concierge was warm and welcoming from the moment we arrived. She even helped us choose a restaurant to visit for breakfast. They even let us enjoy the pool while waiting for an early check in that thankfully they were able to accommodate. The location was great walking distance to the beach and there was a parking garage right near the hotel. We had a wonderful time and are truly thankful for their hospitality on our first visit to this city. We will be back soon!
I had to cancel my reservation due to COVID - Plymouth refunded some folks in my party but not all... They have been HORRIBLE to deal with, going silent weeks at a time - and frankly rude. Don't trust them, don't book here.
I have received the worst customer service experience from this hotel trying to cancel my reservation for over a month now. They refuse to grant me a refund, even with traveler's insurance and a person in my party being auto-immune compromised. This company and their parent company, Think Hospitality, only care about screwing over customers in a pandemic. The last we heard from them they wanted us to book another room with very confusing instructions that would somehow grant us a refund. It made no sense at all and after asking for further explanation and a manager to call, it's been radio silence.
This is a review reflecting on their abysmal customer service. My husband and I initially booked a babymoon for early April prior to the virus. We booked the non-refundable rate (our choice). Due to being pregnant and thus in a high-risk category my doctor recommended I quarantine starting in mid March. I explained to Think Hospitality (group that owns The Plymouth) and they said as long as I provided a doctor's note that they could cancel the room. I provided a note, and yet did not hear back from them for over a week. I was understanding as at this time everybody was cancelling reservations due to the virus. While I was waiting to hear back all major hotel groups announced they would fully refund any reservations regardless of whether it was non-refundable setting precedent and the City of Miami shut down. The Plymouth was now unable to provide the service which we paid for. I called my credit card to refute the charge, but The Plymouth claimed they had rendered the service. To make a long story short, it is now June 29 and I have still not been refunded by The Plymouth. I have sent email after email and called who knows how many times, all asking them when I will get refunded. I have asked them to call -- which they don't -- and have been given the runaround by their entire managing staff, but in particular Maria Bolotner who is their Executive Director of Revenue. I'm horribly disappointed in their lack of responsiveness and frankly morals. It is illegal to charge somebody for a service you cannot render. The Plymouth claims that they cannot reverse the charge until they physically get into the hotel, which sounds like like a lie. Even if that is the case, they should be figuring out a workaround instead of forcing customers to pay for a service they never were given. Mind you, I had been asking for them to reverse this charge LONG before the hotel shut down. Be warned, this hotel appears to be a lovely boutique spot, but the reality is that it is run by immoral individuals who would rather preserve whatever small income they have rather than treat customers with respect. Do not book stays here!…