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Customer Ratings & Reviews
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4850 reviews
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Jan 11, 2025Not hot water
It was fine for a one night stay but it’s unusually cooler weather right now and I was prepared to get a hot shower. When that didn’t happen because the water temp never got hot or even lukewarm I was frustrated. The front desk made it worse and resulted in a 1 star because she said, sorry that happened. The end. Don’t stay here and pay $425 a night and be disregarded.
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Jan 09, 2025Excellent service to retrieve and ship jackets left behind in the room at the hotel
We forgot our jackets in the closet when checking out. We received excellent help from safety and security officers Yazdi Patel and Jean Williamceau in retrieving them upon return to our home in spite of the fact that this was holiday time. Mr. Patel quickly recovered the jackets from the room we had stayed in and guided us through the process of getting a return label from UPS and sending it to him via e-mail. Upon receiving our e-mail, he immediately sent the package, which arrived the next day. We are thankful for the excellent service he and his colleague provided.
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Jan 03, 2025
Terrific hotel with a wonderful, caring, helpful and friendly team.
Wonderful hotel, close to everything in Biscayne Bay Area. Friendly helpful staff, especially. I left some shirts in my room and officers Yazdi Patel and Jean Williamceau located them right away and are helping me coordinating retrieving them. Yazdi and Jean went above and beyond helping me locate them. I really appreciate their efforts and am grateful they took the time to track them down. The rooms are clean and comfortable and has been recently updated. The entire team there is truly guest focused to ensure your family, or business associates have a terrific stay and a memorable and inviting experience.
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Jan 01, 2025Excellent location - bit disappointing overall
The hotel is recently renovated. Its in a great location. But overall unfortunately it was a disappointment. I think the main challenge is that its really an in and out hotel - for cruise ships, and its 600 rooms. I stay in Bonvoy Hotels 100+ nights/yr and see many hotel options. At this hotel, the check in experience and M Club offering at this hotel were sub standard. There were delays and a lack of communication on numerous issues. Overall, a lack of friendliness and service orientation. The rooms are decently appointed and if you have a Bay view they are nice. Renovations give it a modern and clean aura. Facilities are good. Pool is fine etc. The M Club is not like any Bonvoy Lounge I've been in. Its the living embodiment of what happens when you sell credit cards that makes everyone "elite" Bonvoy members having access. You get sent to main restaurant Buffet and the told to bring it back to M Club to eat. There is no food actually in the M Club. If you have kid (s) they want to upcharge. Its aggressively policed by staff. Its the hotel's prerogative to oversee use, but there is little of the loyalty recognition and exclusiveness vibe to it. You feel like cattle. If you want to take a "muffin" up to your spouse in the room - good luck getting it past the guard posts. The place overall is fine, but we had hoped it would be better. They have made a lot of changes to it, and I expect it will continue to improve.
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Dec 31, 2024
Worst hotel experience in years - I couldn’t wait to leave!!
I am writing this review after one of the most disappointing hotel stays I’ve ever experienced. I rarely complain and was here to relax and celebrate my wife’s birthday—hardly expecting this level of poor service and unprofessionalism. Below, I outline the issues that turned what should have been a special stay into an aggravating ordeal. Let’s begin with the appalling behavior of the staff at the bar on the night of December 30th. A large man was working there, and his attitude was simply unacceptable. He didn’t greet guests or offer a menu, instead resorting to rude nods that made it clear he didn’t want to be there. The bar counter was filthy—wet, stained, and left a mess from previous guests. I had to explicitly ask him to clean it. This was not only embarrassing but demonstrated a complete disregard for basic hospitality standards. On top of this, the list of issues is staggering: Untrained and Indifferent Front Desk Staff: Long queues due to understaffing, with only one employee showing any level of professionalism. The rest were uninterested, and frankly, patronizing. Overpriced and Low-Quality Food: $76 for two Caesar salads that took 35 minutes to arrive. What was served was laughable—three uncut pieces of lettuce, a few cherry tomatoes, and side portions of chicken and bacon. A complete insult at that price point. Dirty Corridors and Poor Housekeeping: The hallways were dirty and never vacuumed. Towels in the room smelled of smoke or were simply unclean. There wasn’t even complimentary water, a basic amenity expected at Marriott properties. Neglected Pool Area: The pool was a mess. The bar was closed, the jacuzzi didn’t work, and there was no service or lifeguard present. Dirty towels littered the sunbeds, and bizarrely, staff allowed guests to bring and eat outside takeaway food at the pool, even assisting them with their bags! Room Issues: An alarm clock left set for 5:00 AM by the previous guest meant an unwelcome wake-up call, and shower gel wasn’t replenished after the first night. Basic housekeeping errors that are simply inexcusable. Customer Service Failures: When I asked for a universal charger, I was met with a flat “we don’t have it,” without any effort to assist further. A request to book a local dinner reservation was also declined, with no explanation or offer to help. And when I asked for the GM’s email—a standard business tool—I was told “no,” as if they were doing me a favor by even speaking to me. The only positive was the room itself, which was modern with a nice view. Unfortunately, that does little to offset the numerous failings that ruined our stay. This hotel clearly has no interest in guest satisfaction or maintaining even basic standards of cleanliness, service, or hospitality. I hope this review serves as a wake-up call to management. I’ll be advising others to avoid this property at all costs.