I usually am the last person on review sites but I must say that I am really upset with the situation that happened on my last visit to Miami that I have no choice but to write a review to vent my frustrations.
Upon arrival for a ocean view room that I pre-paid $500/night for they let me know that it was no longer available....but after waiting in the lobby for 45 minutes they found me a suite they said is better than the room I was supposed to be in. Of course upon arrival to the room, it was a room overlooking a loud concrete jungle parking lot. That is not what I signed up for.
Coming in from an overseas flight at the time my wife and I were tired. I had specially planned for the ocean view room. The worst part is when I went back to the lobby desk they told me my original room was not really ocean view...to try and say its not a big deal...Is this not false advertising I asked to them?
Anyways they put me in a room that they still charged me $250/night for that was not a room I wanted. Common sense...why would I pay for something I dont want? I am stuck in a room at a price that you are giving me...complete horse if you ask me.
For $250 I could have had a ocean view room at any other hotel.
Not only this but not once did anyone follow up with us to see how the new room was, how was our stay, etc.
For a hotel charging $500/night you would expect a bit more of customer service.
The worst part of the whole thing is I took the time to contact Starwood and the manager Brian Herron of the W Hotel Miami with emails, phone calls etc.
Pretty much their response was nothing we can do for you ...we have done enough...
This is honestly the most disappointing hotel stay of my life. I understand mistakes happen but when Ive stayed at even the Ritz, they went beyond my expectations to make sure I was happy. I made the mistake this time of not staying there in Miami as I didnt realize there was a Ritz property there.
Customer service is the most important thing in any business. Mistakes will be made, but how you handle them is what brings a customer back. The W Hotel, its managers and staff....they definitely dropped the ball on our stay.
Save your money and for that price or even less there are many other properties in South Beach where you will get great service.
President Ask The Doctor
- Official Description (provided by the hotel):
- At The W South Beach, wake up to spectacular sunrises over the Atlantic or wind down to scenic sunsets in 395 rooms and bungalows featuring the best of resort living. ... more less
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- Also Known As:
- w South Beach Hotel Miami Beach
- w Hotels Miami Beach
- w Hotel Miami Beach