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Customer Ratings & Reviews
TripAdvisor Traveler Rating
4845 reviews
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Dec 29, 2024Pre Cruise 1 Night Stay
My recent stay at the Marriott Miami Biscayne Bay was beyond disappointing. From start to finish, the experience was riddled with issues that made it clear that guest satisfaction was not a priority. To begin with, the service was abysmal. The staff appeared to be entirely composed of trainees with no supervision or guidance. This lack of experience led to numerous missteps, and to make matters worse, no manager seemed to be held accountable for the chaos. Ryan, who is either a supervisor or manager of the restaurant or lobby, exemplified this poor service. His lack of customer service instincts was astonishing and left me feeling ignored and undervalued as a guest. The room itself was no better. It reeked of smoke, making it difficult to feel comfortable or even breathe properly. The fact that this was overlooked during housekeeping is unacceptable and speaks to a severe lack of quality control. Throughout my stay, there was a consistent theme of zero accountability. Staff members brushed off issues, and there was no effort to make things right. While I understand that I was on a special rate, these fundamental shortcomings—poor service, an unclean room, and unprofessional management—are things no guest should ever have to deal with, regardless of the rate they pay. I will not be returning to this property, and I cannot, in good conscience, recommend it to anyone. The Marriott brand should take a serious look at the operations at this location because it is far from the standard I’ve come to expect.
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Dec 14, 2024Misleading charges.
Be extremely careful when checking out. They tell you when you reserve the room that the $35 charge is included in the final cost. But when you check out, they charge you an additional charge of $35. So $35 when you make the reservation and an additional $35 when you check out. The rude front desk guy did not want to listen to our issue other than saying we are wrong. The $35 is not included when you make the reservation when it clearly shows it on the app. The front desk guy told us 2 different stories and when we called him out on that he said that’s not true. A blatant liar. We are looking for a new place to stay and this is not the place. Also the housekeeper got mad at us because we were in the room getting ready for the day and she wanted to clean the room at 9 am. Room were nice but windows very dirty. Will not stay here again. Our next trip in a few weeks we are going to try doubletree next door. When we look at out credit card bill it was $80 more than the receipt they gave us. Don’t understand.
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Dec 08, 2024Great location, wonderful staff!
Great hotel with perfect location on Biscayne Bay. We stayed here during Art Basel and had access to the free water taxi to Miami Beach. The staff is wonderful, helpful, and enthusiastic. Particular shoutouts to Jose (bellman), Zodi, Frank, and Thomas - and everyone else who made our stay special. Comfortable rooms with beautiful views. Can’t wait to return!
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Dec 01, 2024Lousy customer service
I stayed 2 nights here to visit some friends before the conference. Upon check in, I was recognizing as platinum member and up graded to Bayview room. However there was no balcony. When I went down to ask the same lady that check in for me, with a poker face (no smiles entire time), I was told that the Bayview rooms don’t have balconies. I checked online later and found out it wasn’t true. I feel very disrespected. I will it stay here again.
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Nov 29, 2024
Business stay at bus Biscayne Bay
Great room, great view, room was very clean and comfortable. Loved the bed and pillows. Quiet hallway for being a busy hotel. Lots of amenities. M lounge was very nice with an extremely courteous and helpful staff. Fanny was the best! The breakfast buffet was awesome huge omelets, the chefs were so busy, very kind and patient (some customers not all that patient). Definitely be back!! Norborto and Yazzi were very helpful recovering my iPad I had left behind, they overnighted the iPad to my home!! Couldn’t ask for better service.