5 star "luxury" hotel missing all the 5 star services and - 1 Hotel South Beach - Trade Reservations
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🤢 2/5 - 5 star "luxury" hotel missing all the 5 star services and
By 👻 @Yura L., 02/04/2023 3:00 am
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5 star "luxury" hotel missing all the 5 star services and beyond. Thanks to Amex platinum we were upgraded to an apt suite that came with a full kitchen and laundry/dryer. We absolutely had zero use for it all but we loved to get a feel of what it would have been like to be living in south beach. Also with Amex platinum, early check in and check out is given. The rooms weren't ready so they took our bags and said they would notify us via text when ready and have our bags in the room awaiting us. The wait times to check in was a bit of a joke. The line quickly formed behind me and there was only 1 front desk associate. We checked in around 1pm so wasn't peak times. Other staff members near by just stared at all of us waiting. The concierge team was looking blankly at all of us in line. Am I at a 5 star hotel or motel 6? Finally after checking in, the associate was nice and informed me about the property. Next I wanted to know about reservations at the rooftop so checked in with concierge. They told me I have to go up directly and check in with the host as they have no idea what is happening up there and that they don't pick up phones or answer emails. LOL. UHM. Are you the 5 star concierge team or are you just sitting there? I'm a guest at YOUR hotel wanting a reservation at YOUR establishment, and you can't help me? I have to figure it out bc YOUR staff have no means to communicate with each other to help YOUR guests?? Like what?! Anyways. We go up to see about reservations and wait times with the host and they tell us nothing is available and that next rsvp is at 9pm. It's 1 pm at the moment. First off, I'm a guest at your hotel and I understand that your rooftop is hot commodity but one of the main reason of staying at a 5 star "luxury" hotel and dropping $1200 a night is the VIP service that comesfrom being a guest staying there!!!! Like wtf am I dropping money for? As a hotel rooftop, you would think they would have an area just for guests and residents but nope. I had to wait and was just told it's first come first serve at the bar and good luck!!! (!!!??!!!) There were multiple tables open but nope. We then get a text stating our room is ready so we check in. We notice our bags are missing. We call front desk and they state they will bring it up in 20-30 mins. We don't want to waste time so we tell them to bring it up but we are leaving to explore. We return to our room and it's 9:30 pm. OUR BAGS ARE STILL NOT IN THE ROOM. However, there is a rollaway bed that we never asked for in our room. We call front desk and ask about our bags. They say it's coming but it's 9:30pm. We checked in at 1:00pm!!! I demand to talk to a manager. Again, not an issue if I stayed at a 2 star or 1 star Or even 3 star hotel. But a 5 star?!!! This is beyond ridiculous. What if I needed something urgent from my bag? Like medicine? Allergy medicine? Tampons?! Whatever etc!!! The manager gives us $150 hotel credit to redeem the situation and told them to take the rollaway bed bc it was never requested. The one star I gave was for the sustainability of the hotel. The other star is for the Audi test drive we were able to experience for 2 hours. HOWEVER so sketch!!! They didn't even ask me for my drivers ID or take a picture of it. What if I was intoxicated? What if I was a felon? What if I was crazy lol. They never checked..... again great job 5 star hotel for making others safe.... The buffet we experienced and the private pool on the rooftop was great but I honestly do not understand the hype of this mediocre hotel. 5 stars my butt. I had a better time staying at a best western with better service than this 5 star wannabe of a place. REFUND me my money. TLDR: wasted $1200 on a 2 star hotel. SKIP SKIP SKIP. .
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