Rated 1 out of 5 by sc999 they need to learn how to clean a room
I'm staying in one of the private bungalows.
The first day when I checked in, I found an empty beer can floating in the swimming pool, a chewinggum sticked on the floor in the bathroom, a discarded razor cap in the middle of the shower...
Second day they came to clean, they just made the bed, and didn't even remove the roomservice plates.
I'm going to check out earlier than planned and finish my stay somewhere else.
February 18, 2014
Rated 4 out of 5 by Perl225 Great property
Always love staying here as it is one of the nicest properties in south beach. My only complaint was on the quality of the wait staff pool side one day. It was very busy and I was unable to get my order even after asking many times. Still would go back in a heart beat!
March 3, 2014
Rated 2 out of 5 by NOTpleased1245 Needs some work
This is my second stay at this property. I must say that I was not pleased with my experience.
There were 3 main issues that I felt could have been handled better. One, I fully understand the late check-in time due to the 'resort' classification the hotel holds. I came in a bit early hoping that I would be able to check into my room. I was not able to be accommodated, no big deal. I'll wait around. However when the proper check in time came and went, I inquired about the status at the front desk, I was told that the room still isn't ready and there was not an expected time to check in. I was merely told I will receive a text message once the room is ready. After dinner (nearly 19:00), I called the front desk to realize that the room was ready and I was not contacted. I feel like I wasted the entire day playing by the rules and losing. I was looking forward to the room and enjoying my vacation with my girlfriend. This vacation was off to a terrible start. Two, On the second day of my stay, we left the room for most of the morning and afternoon. We returned at 16:30 to find our room un-made (the do not disturb sign was NOT posted on our door). We had to call down to the front to request the room to be made up and had to evacuate the room. Again, I was not able to enjoy the room. Three, I realized that my plans required a extra time in the afternoon and requested a late check out. Given my circumstances, I would have hoped for some understanding. The front desk operator met me with a stone wall stating that hotel policy was not able to accommodate me. Nevermind the fact that I checked in late due to terrible planning and communication from the hotel, but also to be met with such unwavering ability to work listen and work with me was VERY off-putting.
I stayed in the so-called "Fabulous Studio" and had two items of note that would make me refrain from stay in that room again. 1) I requested a higher room hoping to be away from street noise (I was placed on the 5th floor, which was the highest floor available for this room configuration). This is not possible as the nightclub is underneath the room. Most of the night was spent trying to drown out the bass from the nightclub. Not very condusive to a good nights sleep. 2)There is no sun on the patio in the afternoon or evening. You miss the beautiful Miami sunset, and sunbathing is impossible as the sun is completely obscured by the main hotel building.
Overall, this stay was VERY disappointing and has made me re-think whether I would like to put the effort into re-qualifying for Platinum Status with Starwood.
March 3, 2014
Rated 3 out of 5 by SG4868 Too much noise from construction next door
The entire stay was tainted due to the fact that the noise level next door from the construction was unbearable at the pool. And then they blasted the music higher poolside which was torture as I was sitting next to the speakers. I understand that on the weekends there is a DJ and the music is loud (which is great!) but this was a weekday. The jackhammering was nonstop for 3 hours.
February 27, 2014
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 5 out of 5 by Shelly40 Best in South Beach
My wife and I have stayed at all of the premier SB hotels, including Setai, Ritz, Delano, etc. The W is by far our favorite and we've decided it is the only place we will stay going forward. The rooms are spacious and cooly decorated. The staff has always been wonderful to us. On both of our last two stays, extra things were done to make our visit more memorable and we have truly appreciated the effort by the staff. Tip: treat the staff kindly and with respect and you will get the same in return. I have read things by some people complaining about bad service, but I wonder if these are the same people that treat the staff rudely an impatiently. Anyway, our stays have been perfect from beginning to end and we look forward to our next stay.
February 22, 2014
Rated 5 out of 5 by Love2travelalot W Southbeach "Best Pick in SOBE"
Once again an outstanding stay at the W Southbeach. From the moment you pull up to the hotel thru your entire stay, everything was perfect & will exceed your expectations! The staff go out of their way to please you in every way & it is sooo comfortable. A home away from home! ;-)
February 25, 2014
Rated 3 out of 5 by JWFEB2014 Looks great on the web...
...but service was not up to expectations. Check in was delayed until 10pm. We witnessed the poolside staff accepting extra tips in exchange for deckchairs that otherwise looked "reserved" (this may be standard practice, but this is our first time vacationing in Miami, so please forgive if this is what usually happens). At check out, we called "whenever/whatever" for luggage assistance, but waited for 15 minutes so we took the luggage down ourselves (and was not offered assistance until we were about to exit the hotel).
February 21, 2014
Rated 5 out of 5 by henrymartin Beautiful hotel in a great lolcation
Our room was one of the most attractive we have ever stayed in. As it is also available for sate as a condo, it was amply furnished with lots of storage--far more than most hotels.
Just two criticisms. First, as it had cooking facilities, it would have been nice if there was some place to purchase food in the immediate neighborhood.
Also, the concierge was not too knowledgeable. He was not familiar with the Miami City Ballet, one of the most famous ballet companies in the world. Thus, he was unhelpful in securing us tickets. Fortunately, we were able to buy tickets on line with our iPad.
February 18, 2014
Rated 4 out of 5 by aztraveler1234 Expensive with spotty service
Servicing room was not up to par and charged for items not used. For the price you can find a better hotel.
February 24, 2014
Rated 4 out of 5 by RNM2041 W Hotels always great!
This hotel is stunning! But..................
- Checked in at 7pm and my room was still not ready!
- The towels were not all clean!
- There was not hot water available everyday!
- My friend's room was not cleaned one day!
- Mr. Chow is the worst restaurant I have eaten at in the USA and the worst Chinese food I have ever eaten! Bad service to add!
February 21, 2014
Rated 5 out of 5 by Robert18 Employees
This hotel has Amazing employees. The Service was Super. Every request was taken care of timely. Employees remembered our name and were great at customer service.
February 20, 2014
Rated 5 out of 5 by Workhardplayhardx5 Wonderful W Experience
Beautiful property with excellent staff. Our Oasis suite was spacious, comfortable and exceeded expectations. Claudia reached out prior to our arrival and ensured our room was prepared to our needs. We felt secure with the security and front door staff. The WWet pool experience was exceptional. It was quiet and relaxing, in a beautiful setting of palm trees. Pool staff was exceptionally attentive yet unobtrusive. The pool was beautiful, the furniture was so comfortable. The W made our long weekend perfect! We were reluctant to leave and I look forward to returning soon!
February 12, 2014
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 5 out of 5 by Carrie2014 Outstanding
Arriving in our sensational suite - we really couldn't believe the views and the suite in front of us. Absolute luxury to the point I would love the Sensational Suite as my apartment at home. My parents saying - why go on holiday and have anything less than what you have at home. Well all our expectations were met and more.
Suite outstanding, pool area outstanding, Dutch restaurant outstanding (service insanely brilliant) and pool side drinks - first class.
How lovely it was on the Sunday morning running along the beach. The hotel is so well situated.
A sexy hotel - I wouldn't say necessarily ideal for kids but for adults = amazing!
January 8, 2014
Rated 1 out of 5 by AJ12 Terrible Customer service for SPG Gold
I guess everyone is correct about how this property treats SPG Gold members. No benefits at all, second time I stayed here and always NO LATE CHECKOUT. Check in was a harassment as well as my SPG Amex is linked with wifes. Even though I called and added my name in notation they not letting me check in till they speak to my wife even though a notation was made my SPG to let me check in. Asked GM to call me and he called once without even leaving a voicemail. Couch in a room had a HUGE BROWN stain which was gross. Of course hotel was sold out so no other room available.
February 10, 2014
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 1 out of 5 by Youngdreamers Nice place run by horrible people
Management and Front desk people are below average. Charges minibar items without checking and don't seem to care. Great and beautiful place.. What a shame.. Get a new management and train your staff so the place can be as beautiful as it appears. Please....
April 6, 2012
Rated 1 out of 5 by Rodelie1223 Poor service, poor response when notified!
During our stay at the W in Miami we were in complete awe and it was the worst hotel stay to date as a starwood gold/platinum member. I expect a full refund or credit for this stay. It is unacceptable. Your hotel failed in every capacity to provide a room that was suitable. There was a constant jack hammer noise thought the day from construction, constant yelling, honking horns, smoke in non smoking section, my son was hit by a hallway sink cabinet that fell off on his foot, and 17 other issues with this property that failed. I will fax upon request the list of issues which went unaddressed
1. Lines to access front desk- 1 person manning desk
2. Non existent housekeeping on Friday
3. Dutch- poor service
4. Eating- jack hammer
5. Pool- jack hammer
6. Asleep- jack hammer
7. Asleep- doors slamming, stomping
8. Pool bathroom- smells like a dirty ashtray- wreaks of smoke.
9. Concierge-not all that helpful
10. Lobby on Friday smelled like smoke, hallway smelled like smoke 9th floor
11. Asleep and can hear people yelling.
12. Poolside grill- drink size, bad service, refill forget it.
13. Cleaning room at 4:30 PM! and leaving it to smell like wet clothes that sat in the dryer a week. Mold and mildew!
14. Ask for assistance on shirt stain from restaurant server error and whatever whenever non existent when told they would be calling
15. Mini bar room checks -/audits while sleeping - even within few 45 minutes of arriving
16. Honking horns, showering all night while sleeping at 1:30 AM
17. Cabinet on hallway sink fell off- dummy cabinet cover for plumbing in main hall
May 6, 2013
Rated 4 out of 5 by Kljdog Excellent Service
My husband came down for a long weekend. The thing that most impressed me was the level of service, from the pool staff to the restaurant wait staff to housekeeping. We mostly sat by the pool, but it was great to be able to go right out to the beach for a walk as well. We also enjoyed borrowing the hotel's bicycles to ride up and down the boardwalk. We ate at both restaurants at the hotel and enjoyed them both.
I was skeptical at first about staying there due to the construction noise at a neighboring property that I had read about . We asked for a room that was not on the construction side. The noise was somewhat of a distraction during the day while sitting at the pool on weekdays, but faded when the music went on in the afternoon. However, there was no work being done on the weekend so it was not an issue then.
February 11, 2014
Rated 2 out of 5 by Danielle17 Very poor experience from the minute we got there
First off - I am not one to ever complain - but this place needs an overhaul. From the minute we got there, we waited over 4-5 hours for our room to be ready. They gave us a room and then told us they were going to give us another room, which wasn't as nice, but that we had to wait just a few minutes - 4 hours later... we got up to the room. At this point, I was aggravated, wasted my whole first day at a lounge...not my scene. We paid a lot extra to stay at the W, hoping to get the service we would expect to get by staying at a starwood resort, but we didn't. We even paid extra for a flight to get us there early to enjoy the extra day, but ended up in a lobby for 4-5 hours. The staff was nice, but no one could ever help us. The manager gave us a credit of 250 dollars for the ungodly service, which was less than our dinner for two at Mr. Chow's (which was definitely an excellent restaurant). We were supposed to get a credit for SPG points which we never received. I ordered room service and my hamburger was raw. When the gentleman came up to get it, even he couldn't believe it looked like raw chop meat. Then I called for towels, which I didn't get until the next day, after 3 calls. I have stayed at Starwood resorts in the past - St. Regis, PR, TOP NOTCH from beginning to end - this place - the "W" couldn't touch it! I would not recommend this hotel. Overpriced for the poor service and lack of options and horrible service. VERY disappointed. I hate to complain - I'm definitely not one to complain all the time - and I'm not a hard person to please - but I couldn't let this one go. For the money we spent to stay here, it was a flop!
January 28, 2014
Rated 3 out of 5 by TOMO21714 Good Room can be great with small fixes
The Bose speaker systems were not plugged into the TVs so they were of no use. The desk electric system was unplugged and not useable. I couldn't plug it in myself. As a result too few outlets. I had a suite with three views which was nice. There was one garbage pail for 1.5 baths, a kitchen a BR and a LR. Very inconvenient.
Great location. Great beach and pool. All guests are there to party so be prepared to be woken up at any hour of the night with other guests revelry
February 10, 2014
Rated 2 out of 5 by Steve123 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
Rated 4 out of 5 by PHILUSA Great hotel but management needs improvement!
This resort is top notch. The rooms are nice but they can do a better job upgrading PLATINUM LOYAL SPG (STARWOOD MEMBERS). This resort is very expensive. Room service is average food and 10x the price you would pay at other hotels or outside at a local food venders.
The management here does not provide perks such as late check out at 4 pm to PLATINUM LOYAL SPG (STARWOOD MEMBERS). During our stay management put a letter in our room the night before check out stating "WE MUST LEAVE AT 11AM". When booking this room SPG never informed me about this over the phone. Also, when we checked in to the hotel this was never told to us. THE NIGHT BEFORE WE ARE READY TO LEAVE WE WERE TOLD!! Keep in mind we booked a late flight and excursions around a late departure. When I called management I was escalated to FRANCESCA. She was very rude and unprofessional on the phone. She informed us that our keys will be locked at 12:00PM and we will not have access to our property in the room. She also informed us that we can use a communal changing area room 301. We ended up missing our excursion and wasting an entire day at the airport due to the W HOTEL poor management. We asked to speak to the manager director of the W and FRANCESCA lied and said the manager left for the day. I called the hotel from my cell phone while speaking to FRANCESCA and I was informed that the manager was in the office. I spoke to the manager director instead of FRANCESCA. FRANCESCA does not represent 5 star services. She lied, made smart remarks and her attitude does not represent top notch service. Despite our bad experience with checking out and the expensive food there were some friendly staff at the resort. The door guys, car valet, bell boys, and customer service desk representative Anthony were extremely helpful. They all recommended great places to eat and visit. Lastly make sure you double check you bill once checking out!
This hotel is great to visit but make sure you follow standard hotel guidelines regardless if you are a first time SPG member or platinum status!!
December 15, 2011
Rated 5 out of 5 by Jones21 great staff
few kinks and north facing room lots noise from building across the way in construction
February 13, 2014
Rated 5 out of 5 by Shelly78 Great place to stay
W hotel So Beach has great location. We walked to Lincoln Rd. Art Deco buildings and boardwalk. Also near Holocaust Memorial and Botanical Gardens. Plenty of beach chairs and easy access. Room very comfortable. Concierge very helpful with suggestions and maps.
February 11, 2014
Rated 5 out of 5 by NTRVLR7 LOVE LOVE LOVE the W South Beach!!
By far, one of the best experiences I've had at a hotel. From the moment I walked in to the time of check out I was greeted with a smile by every staff member. It may seem like the smallest thing but it definitely makes a difference. My room was ready as soon as I arrived. The cleaning staff did an exceptional job with the room. When I enter a hotel room I always look around and inspect to make sure everything is clean and I found absolutely nothing wrong. I met some great people during my stay there. The hotel is close to everything and made my stay so much better. Thanks to everyone at the W SB. I will definitely return in the future.
June 2, 2013
Rated 1 out of 5 by JOKE Terrible Nightmare
I selected this hotel for my family, a party of six adults. If you are looking for room cleanliness, room comfort, and great staff then i would not stay at the "W"...
May 27, 2012
Rated 3 out of 5 by minimaton Once again, no much value being Gold SPG
The hotel in itself is good, with a nice room and beautiful view on the beach. However, there is once again amongst most SPG hotels, almost no value being a SPG Gold member. You can never get late check-out or other benefits despite the hotel not being full. The hotel is humongous and yet, it appears it was not really full (November) and hotel would deny late check-out amongst other things. I am starting to question the SPG benefits as it has now been a few times in a row I have never been able to enjoy the benefits of my Gold status.
February 4, 2014
Rated 1 out of 5 by SPGTraveller1000 Horrible
No upgrade, no effort to get us an eta on when our room would be ready so we could plan our afternoon. Finally got into our "partial ocean front" room and no glimpse of the ocean-after going back and forth with front desk realized that if you hung over the balcony railing #over the obnoxiously loud parking lot/valet area# you could peak around the wall and catch a glimpse of the ocean through the trees when the wind parted them. Went back and forth for over an hour trying to move room, were finally told we could move to a room on the north side of the building and when we asked about the construction were told that it shouldn't bother us as long as we didn't stay in our room too long. Just as we had resigned ourselves to our horrible rip off room #$700/nght#, the music started pulsing through the floor from the night club below making it impossible to sleep in the room. 6 phone calls later, we gave up, packed our bags and left at 12:30am just to find a place where we could sleep for the night. Absolute nightmare. Then spent hours trying to get them to release the alomost $3k "hold" on my credit card. Wrecked my vacation with the most shocking level of incompetence I have ever seen at a hotel. Will never stay here again and am still so appalled it makes me not want to stay at Ws anymore out of principle.
January 23, 2013