I'm a loyal Hilton Diamond guy and I booked this hotel on points for a new year's getaway. Right away our experience was disappointing. Our room wasn't ready when we arrived and the front desk said it would only be a few minutes. No problem. I gave my cell number to the front desk and we headed to the restaurant for drinks and snack. The food was good, but the service wasn't great. They charge 18% gratuity on everything, so no real incentive for the service to be outstanding. After two hours of waiting I went back to the font desk and our room was ready (never got a phone call).
The room was okay - not as nice as I expected. The AC wasn't very cool, but it's December so we opened the doors to the patio. Unfortunately we are on the fourth floor, which is directly above the parking garage and the corridor between the two towers. Needless to say, it was loud. This was a points stay, so I understand that I don't get the best room, but I was disappointed as a Diamond member. The room eventually cooled off and the noise settled down later in the evening. About this time we discovered that there is a club next door. We listened to club music (with incredible amounts of bass) until 4:00 AM.
After a sleepless night I called the front desk to see if another room was available. They took my cell number again and said a manager would call me back. That didn't happen. I called again a few hours later and the front desk told me the club is only open on Sunday nights, so we should be fine. They were wrong. The club is open again and it's NYE, so they are open until 5:00 AM.
After our second sleepless night I call the front desk again and they tell me again that the club is closed for the evening. I'm doubtful so I walk next door. The man at the club told me they would be open, but would close at 11:00.
We had a couple of smaller issues as well. The wireless connection was spotty at best and our room was never cleaned.
We decided at this point that we've had enough. I tell the front desk that we are checking out early and I would like to speak to a manager. He is busy, but I'm told he will be available in a few minutes. We gather our luggage and come back down. The manager is still busy, but should be available in 10 minutes. We wait 20 minutes and decide to move on. I gave my cell number to the front desk again and they tell me a manger will follow right up with me.
The manager never called, so I decided to share my experience on a couple of the travel websites. Then I get an email thought the travel website that the manager would like to speak with me. I send him my phone number and finally got a call back. He left a message that he would make sure my unused points would be refunded.
I won't be going back. In the dozens and dozens of Hilton properties that I have stayed I have never come close to having this poor of an experience.
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- Also Known As:
- Hilton Bentley Miami South Beach Hotel Miami Beach
- Hilton Miami Beach
- Hilton Hotel Miami Beach