Miami Times

Great property

Horrible checkin / checkout... Would never stay there again...Double charged me entire stay and still fighting to get someone to refund 2nd one that is so clearly a duplicate for same stay....

I expected a true five-star experience, but unfortunately my stay fell well below that standard. The room was consistently too warm at night. It felt as though the air conditioning was intentionally limited and never reached a comfortable sleeping temperature, giving the impression that energy savings were prioritized over guest comfort. The service at both the rooftop and third-floor pools was disappointing. Staff were inattentive and not customer-focused. Our second round of drinks took over an hour to arrive with no communication or follow-up from the server. On another occasion, an employee dropped an entire tray, and a full can of Coke struck me while I was in the pool, staining my cap. While accidents happen, the overall attitude of the staff lacked professionalism and genuine hospitality. It often felt like they were simply doing a job rather than caring about the guest experience. Is this really what is considered a five-star hotel? Based on my experience, the level of service, attention to detail, and accountability fell far short of what guests should expect from a property of this caliber.