I got married here in Miami and before we flew out of the country, I thought staying here would be nice. I knew the restaurant was good, as I used to frequent it, so I went for it.
Here is a quick rundown of events:
I booked the reservation, via the phone, directly with the hotel and the assistance was very good as he price matched what they were showing online. The arrival and check in went great, the hotel was dated and not eat off the floor clean, but okay. The bathroom had a light out, the tub quickly retained water when showering (quickly up to my ankles in water), the toilet sat a little sideways (almost felt like I was leaning), and the bed was a little squeaky upon any kind of movement. I overlooked ALL of those things as it was my honeymoon and I wasn't going to let any of it bother me, until it was time to check out. I went down stairs and my rate had gone from $260/night to over $300/night. I questioned this charge but the girl at the front said I would have to show her proof in order for her to change it. I didn't have time to dig through emails as I was on my way to the airport. They went ahead and charged my card the extra money. I got to the airport, found the email and called back. The girl who answered was nice upon answering the phone until I told her what was going on, she started to get very defensive of the hotel and then had the audacity to ask "Well, what did you expect to pay?" I said "What I should have been charged on my account should not only be what I expect to pay, but what you promised in an email I would need to pay." I have no problem paying what I agree to, but to give an attitude and turn it on the customer is wrong.
I sent her an email, she corrected the two night stay and played it off in her email like nothing was wrong...could have been that I cc'd one of the managers on the email. I mentioned some of the problems I had with the room, but those were never addressed. I wrote the manager but have yet to hear anything back from them in regards to comments I left and asked to be contacted about.
If you stay at this hotel, just know 1) it's dated 2) because it's older, there are likely going to be some problems in the room 3) be very careful and keep records of what you agree to pay 4) don't expect much customer service after you leave.
If it wasn't for the poor customer service and attitude I was given, I would have given the hotel a 4.
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- Also Known As:
- The Grove Isle Hotel And Spa
- The Grove Isle Hotel Miami
- Grove Isle Hotel