Rated 3 out of 5 by Mels1958 'FABULOUS STUDIO' RUINED BY NOISE
We specifically requested a quiet room on the reservation preferences and were advised on check-in, when we asked if the room was quiet the check-in staff said yes. So we were horrified to be woken at 1 am by deep, pounding bass coming from the Night Club which, it turned out, was under our room. This continued until 4.30 am and takes place every night other than Sunday and Monday. To make matters worse, the hotel next door was under construction and building work started at 7 am even on Sunday. Construction noise could be heard at the restaurant (Dutch, where breakfast is served) and, somewhat, by the pool. We were later advised that the particular type of room we booked, was only available in this particular part of the hotel. We were not advised. Various items in the room were either not working or not available and the room was not particularly clean. The bed was very comfortable and there was plenty of seating both inside and on the terrace. The whole hotel is beautifully designed and very comfortable. We went to the main pool on Monday and were told it was full as we had not been informed that we needed to book our sunbeds! We had to go to the beach instead (I hate sand). We only found out later that there is another, smaller pool, which is very quiet and intimate. To be fair on the staff, we were offered a room change however, we had arrived on Saturday - been up most of the night and had lunch arrangements at Nikki Beach (great), followed by a show at 5pm so we didn't have time to change rooms and we were only going to be there for three nights in total, the second two nights the night club was closed. However, we could not use our beautiful terrace because of the construction noise. Management refunded the first night and gave us compensation of 19,000 Starpoints which was a help but we would have preferred to have had what we asked for in the first place. This was the last 3 days of a 3 week holiday and was supposed to be the best part. However, it pretty much ruined our holiday. If you are planning to stay here and you are NOT going to the night club every night, please be sure to stay as far away from the night club as you can. Nightclub is on the North side of the hotel.
January 24, 2015
Rated 1 out of 5 by mel456 This hotel has the worst service of any SPG property
The service here is the worst! they are totally unresponsive and aloof. Everytime you call whatever/Whenever you wait on hold and if they tell you tthey will call you back, they don't. When I called back they told me the person left. They closed the pool early one day and my wife left her bag there and the pool attendants were totally unhelpful. There was no sign saying they were closing the pool early. The front desk said trhey put a note under the door at turndown but we never had turndown because the maid knocked on our door at 10pm and we told her it was too late. I asked for the manager to call me and he never did. This is the 3rd time i've stayed there in the last year and everytime the service has been bad. We ordered drinks at the pool and we waited 25 minutes for them. Next time I'm going to the St. Regis in Bal harbour!! It's a pity becasuse i love the location but the service is too unbearable.
April 1, 2012
Rated 1 out of 5 by andrew11 This hotel is not up to standard
as I have already put on trip adviser. We have stayed in several other W hotels in Europe which is why we chose the W in South Beach Miami. However firstly we booked for two adults and one child the room wasn't ready for three people. Having paid for the three of us we were charged for an extra bed in the room and on the beach/pool. We were unable to sleep even after they changed our rooms as the night club played music until 4 am every morning the hotel vibrated from the noise. Then they continued to play music in the garden all night. We complained and they turned the music off when we asked but it was back in the next evening. The staff were lovely and very attentive but the general management of the hotel has put us off the whole W brand and experience as this was the worst holiday I have experienced in the last 20 years.
January 5, 2015
Rated 3 out of 5 by sam09890 The Rude Staff Really Ruins the Trip
Staff is worst ruins trip
January 18, 2015
Rated 1 out of 5 by PBJ123 Unfortunate Stay
We checked in on March 6, 2013 and when we entered our room we noticed that our balcony overlooked a construcction scene with constant jackhammering. This went on throughout most of our time during the stay. It completely wrecked our stay as we booked a great suite with a large balcony for gathering and we could not even open our door without the loud jackhammering annoying us. We understand that construction happens but i would think that they would give us some kind of warning so we would know what to expect and have the option to book something else. The front desk was not accomodating and could not move us to another room beacause of availablitly. I also asked for a reduced rate which they did not grant as of yet.
Also, they have left off two nights from our rewards for SPG points. I will let them know but be sure that Starwood does not try to cheat you out of a few nights stay for rewards...dissapointing.
March 9, 2013
Rated 1 out of 5 by John1111111 Poor Attitude and Customer Service
On December 28 my party of 7 had a 21:00 reservation at Mr Chow restaurant in the Miami W Hotel. The restaurant staff were rude and condescending by placing us (7 people) at a 4 seater table. In fact the table next to our table was set for 4. The restaurant staff insisted that 7 can sit at that table. Really poor behavior. As a result 2 of my party of 7, felt so uncomfortable, they left. About an hour later we all left. Poor attitude and service by the staff. Since the restaurant is in your hotel it reflects on the W group. My recommendation talk with the restaurant and sort that out. It will bring your reputation down.
December 29, 2013
Rated 1 out of 5 by ebbi1000 This hotel is great if you love party and security
Discotheque with extreme bass runs from 01:00 - 03:00 a.m without information/heads-up. No SPG like welcome and upgrade offers (for Platinum), Waiting in a queue to get Pool & Beach chairs, Pool&Beach chairs croweded together on small place, Pedantic charges (not even the water is complementary), Cleanliness could be better, Limited mgmt. attention regarding complaints, Positive was that we could leave the hotel earlier, Security staff are always dominating the scene (I don't need and like this), Good restaurant food and service, Room interiour/furniture are on 5 star level
August 20, 2012
Rated 2 out of 5 by Steven617 Staff are horrible... Beautiful hotel but I would pass
the facility is amazing but the service is really lacking.
Had breakfast and waiting 15 mins for a waiter to take the order - drinks showed up after another 25 mins. The front desk and bar area seem like they are doing you a favor. The only exception was the pool area where food service was fun and prompt.
Bottom line - I would pass if you want service.
December 11, 2011