Rated 2 out of 5 by TOMH going downhill
really bad experience with sevice that was far below what I am used to as SPG traveler. having more contact after my trip then before or during says it all. will never stay at tis property again...esepcially when crowded...CAN'T HANDLE THE CROWD!
April 3, 2013
Rated 2 out of 5 by Roxanne23 Staff Overhaul
As per my previous note to you, your staff needs complete training on how to service guests, how to smile at guests, and meet the needs of guests. Rudeness should not prevail.
July 28, 2012
Rated 5 out of 5 by BigW Wonderful Weekend Withdrawal from Work
WOW - great location - very spacious rooms were well appointed. The furniture through out the resort is high quality, welcoming & comfortable. I found myself planning different locations where I wanted to relax & people watch.
Numerous outdoor locations that offer full contact with the crowd or numerous nooks open to everyone that make you feel like you are at your own vacation home away from the crowds.
My less than average "adult grilled cheese" served on Wonder bread & a bag of chips served in the Living Room was balanced out by the bagel & smoked salmon with all the fixings served Oceanside.
Any hotel is always only as good as the team working there.
I was very impressed with W talented team. Two of my favorites were Ron - who ran security at the gate to the pool & beach - I found myself engaged in many conversations on various topics each time. It was like talking to an uncle or an older brother who would point you in the right direction. The other was Amber at the front desk - who I asked for change of a $20 and she responded with the energy & excitement as if I had just proposed marriage. Her passion for making sure every guest felt special was contagious to everyone else at the front desk.
I completely enjoyed my stay and look forward to a return trip.
October 30, 2011
Rated 2 out of 5 by sososouthbeach Disappointing
This hotel is not often available when I am in town so I was excited that I could get a reservation this trip. I stayed for a short visit soon after they opened and I was looking forward to a return. They obviously count on a constant flow of visitors so they aren't too concerned if you want to return or not. The rooms have taken a beating already. Mine had a large beautiful deck with two lounge chairs. Too bad they were all moldy so you didn't want to sit in them. The staff is your typical South Beach, people want to be here so it doesn't matter how we treat them. If you are going to spend the money I would recommend other luxury hotels on South Beach. Not one of my better W experiences.
May 17, 2012
Rated 1 out of 5 by Gattopino Zero SPG Recognition
I am a Platinum Member since 7 Years and in 2012 I had 55 nights, I've seen many SPG hotel around the world (mostly in Europe) and I can safely say that this was my Worst (capital W not a coincidence) experience ever!
Let me give real examples:
- Arrived with my car in front of the hotel after 4 hours driving and looking forward to get my room and go to the beach/swimming pool with my kids. The Valet service obliged me to turn around the hotel to make a different entrance which made no sense, I said myself "ok that's fine". When they saw me, my wife and my two little girls their face was "why they are here"?? No one smile or Welcome was given to us.
- I went to the Check In and the person at the front desk was giving me a standard room even though I've used my suite award and got the confirmation I was upgraded. I told her about my confirmation and she said: "Ok no problem but the room isn't ready yet you need to wait a bit".
I also had to tell her about my amenities because she didn't say a single word about my options.
No one Single Smile during the entire conversation.
I had to wait 2 hours before getting my room and only because a Manager from the reception step in (his name Max) and really tried to work hard to get my room earlier.
- The room wasn't clean enough, someone had a very though party the night before, wine spot on the couch and also in the bedroom and also smelly of smoke!
- You can only have breakfast in the room and as a Platinum guest I got my option to have a free of charge breakfast. Breakfast isn't the right word because what we got was only orange juice and a couple of croissant and some jam... the total value of this was $82 (in case you had to pay for it). No fruit, no cereals, no milk, NOTHING!
As a Platinum member I am used to a different standard and treatments, this will be my last time in the most expensive W in the world!
December 5, 2012
Rated 3 out of 5 by c123dc Needs updating and better cleaning
Let me start with the positive. Overall the staff was wonderful - friendly, helpful, attentive, and professional. However, we had a few complaints:
1- the room itself was not that clean: stains on the comforter, stains on the rugs, dusty decor and very dusty baseboards.
2- the hotel is in need of a facelift. there were things in the hotel and room that were broken, chipping, worn. even the welcome lobby had significant water damage on the ceiling.
3- minor, but affected us: we confirmed a late checkout with the front desk upon check-in, one of the perks of our amex platinum card. the late checkout was the primary reason we scheduled our departure flight at 5pm. we then received a note in our room on our last night, indicating that they could no longer honor the late checkout, and that we would need to check out by 11am. so we felt we needed to change our flights, because no one wants to just hang out in a hotel lobby for 3 hours without a room. so that was disappointing, especially because changing our flights cost us quite a bit of extra money.
overall, we were a bit disappointed with the W. we have stayed at the W in NYC, and it was a very different experience - everything was immaculate. not sure i would return, esp considering how much the rooms were.
January 20, 2014
Rated 1 out of 5 by DDDD19786543 W - quality fell apart
The quality of this hotel is falling apart. Not worth the tag price or the 35000 points a night they ask (same as top quality hotels in Europe).
Issues all over:
- asked for high floor. Got a low floor
- asked for a roller bed. Wasn't there.
- front desk staff is cocky and rude.
- asked for late checkout. Was denied.
- the bribing system for pool chairs is insane. Not talking tips here. Talking hundreds of dollars.
To be fair the room is good and the valet people are very nice.
I spent 105k SPG points for 3 nights. I'm mad at this. This hotel is not worth more than 15k per night for the level of service.
The sad part is that 12 months ago the hotel wasn't like this.
Manager: if u read this please reach out to discuss
December 31, 2013
Rated 5 out of 5 by mpetersen98 "W"ow!
Simply amazing hotel! Awesome property, phenomenal service and a staff that took care of our every need. Thank you for treating us to a weekend we will never forget.
December 13, 2011
Rated 5 out of 5 by Deitas Fantastic Anniversary Stay!
My husband & I stayed at the W for an Anniversary staycation. We reserved last minute (as in driving on the way to the hotel). We were greeted by very friendly staff. There were no problems finding our reservation even though it was 10:30pm. The room was beautiful, very spacious, very clean & very trendy! The staff at the pool & on the beach were also great. They were on top of everything we needed. Although we live in Miami we felt like we were on vacation away in a tropical, very trendy resort. Will absolutely come back!!!
July 29, 2013
Rated 5 out of 5 by mishpat Wonderful W and then some
If service, location, and comfort are important to you in a domestic beach vacation, then you must visit the W South Beach. Spacious contemporary rooms, a staff that knows its job is to cater to its guests, and a beachfront location, make for a wonderful holiday. And just so you realize " to err is to be human", not everything went perfect during our stay but the staff went out of their way to apologize and compensate us for the few issues that were not perfect. And frankly, almost everything was. See U, I mean W, in January again.
October 27, 2011
Rated 2 out of 5 by Brant Surprised
I am a platinum member with well over 100,000 points and travel the world and only stay at SPG hotels
The W in Miami needs improvement in the following areas
Bed had feathers sticking out of the mattress into our backs, the next door neighbor was blasting music at 2 a.m. And the balcony was not washed down but very dirty.
iPhone dock in both rooms did not work as well.
The cost for breakfast was incredibly high at 10.00 for oatmeal or 30.00 for a basic simple buffet that most SPG offers for free.
Parking for 39.00 a night is also extreme when most SPG hotels are free.
The service was outstanding and the people are friendly but overall they need to clean up these issues
Hope to hear from the manager about these things and will follow up with another update.
July 14, 2012
Rated 1 out of 5 by buckeye worst service of any spg hotel
being a loyal spy member I stay at spy hotels over 50 nights each year. this is by far the worst property to stay at. the service is the main issue, the employees are, rude condescending, and really seem not to care. They act like is a privilege for you to stay at their hotel. this was discussed with the manager at the time of the stay and he offered to take care of our lunch at the pool that day and upon checking out, found out he never took the time to take care of it. I have stayed at this property numerous times over the past 4 years and it keeps getting worse. I will never return to this property after my latest experience
June 7, 2013
Rated 2 out of 5 by SueYS Platinum status loyalty means nothing...
Did not get room upgrade as promised. Or if I did, not sure what upgrade I received as the room looked as I had booked it.
Could not get early check in or late check out. Ended up spening ALL Sunday at a mall..ESP because there is no way to get a lounge chair at the poolside.
2 days (FRI and SAT) - was on a waiting list at the poolside for a lounge chair (arrived FRI at 10 and SAT at 9:30)...a little ridiculous. Never got called for FRI.
For the price that was paid, you would think that the amenities would be more available.
Really disappointed. Was a very expensive trip not to enjoy it thoroughly.
It would be a fabolous stay - had I stayed in the room all weekend..... Great rooms, but standard W..
I don't think the W would be my hotel of choice in my next stay at Miami.
May 6, 2013
Rated 1 out of 5 by TC8404 South Beach
Worst SPG experience ever! I will never stay here again. Open illegal drug used on the beach. Loud music from the pool, terrible on site dining.
November 10, 2013
Rated 3 out of 5 by Kami1 Disappointed with the service
The staff were extremely snobby and unhelpful. The hotel is so beautiful but the level of service we experienced left a lot to be desired. I requested a late checkout on the day we were leaving purely because we all had massage appointments at the bliss spa and needed to shower and get ready after that before heading to the airport and after a lot of pleading I got them to agree to an hour extra when I had a perfectly valid reason for needing more time. It surely wasn't a case of Whatever Whenever!!!!
July 17, 2012
Rated 5 out of 5 by Haney Comfy,quite,just perfect !!!!
Beautiful hotel,friendly staff,clean, modern and very quiet ! Hard to find all that in one hotel !!
Food was amazing! Especially the short ribs and grouper !! And Jose in the restaurant Dutch went beyond his duty to make our visit special !!!
I even brought my little dog and he was welcomed !!
I would highly recommend this hotel.
Trying to plan another trip back and we just left !!
January 5, 2014
Rated 4 out of 5 by bb1533 Good hotel with some obvious flaws.
Good hotel in good location. Inexplicable why second bedroom of suite did not have a clothing pole to hang clothes on in the closet. The lighting in the main bedroom was beyond inadequate and it was impossible to read in bed and I could barely see what was in the closet. this is easily fixable. Another guest of the hotel made the same comment to me. I had a small billing error which is still not corrected after one phone conversation and two emails.
January 2, 2014
Rated 5 out of 5 by Ashianne Wedding at the W hotel
Planning a wedding? My husband and I were married at the W hotel on the beach May 3. Our wedding was amazing ..
The catering manager Cristina organized the special day and it turned out perfect. The W hotel service, atmosphere is out of this world. ... The hotel is able to provide a vendor list which was very helpful to fine tune the details. Every time we come to south beach .. Hotel w hotel for sure.. We would not have done anything different,.. thanks Cristina ... And W hotel ..
May 12, 2013
Rated 1 out of 5 by Deank Whatever... Never
1. Booked into a room with construction next door with not indication at the time that there would be excessive noise. I am a Platinum member so expect a better level of partnership rather than sticking me in a bad room and hoping I accept it
2. The rudest staff that I have ever encountered at a SPG hotel. I felt unwelcome at this hotel. When you are paying $16 for a tiny drink you at least expect a smile. When I checked out I had to ask to get by four security guards who were talking a saw me and didn't move. Unbelievable.
3. Bed was so uncomfortable my back hurt every morning.
My partner and I have decided based on this trip that we will not stay at another W property again. Our experiences have been poor across the board on this properties. I don't know if the staff is trained to act as though they are the cool kids and guests are the nerds, but it certainly feels that way.
September 24, 2013
Rated 2 out of 5 by Marianne Hotel has style at the sake of function
When paying approximately $500 per night, one expects service and to be able to see in your room.
Dark wooden closets and alcove for coffee pot without lighting makes it difficult to select your clothing and find the outlet to plug in the coffee pot. We had to be told where the room service menu was kept and the worse experience was trying to use your business office. It is a dark dungeon. A sign on the copier/scanner said "out of order" and please contact the front desk. I did and it took 90 minutes to get a contract printed (which was done two-sided at first), so I could sign, scan and return. The process was indeed frustrating. A note of apology from the front desk manager would have gone a long way...but not a word. I suppose you have a toaster in the room, because the English muffins were almost raw when delivered to our room.
May 30, 2013
Rated 5 out of 5 by Bryn Outstanding establishment
Stayed in the Sensational suite over the NBA finals weekend. From top to bottom a great establishment. Anytime we need anything whether it be extra towels or even an extra roll out bed, it was delivered to us promptly and there was always a follow up call to make sure our needs were met.
The Dutch restaurant downstairs service was a tad on the slow side but the great food made-up for it.
Overall we had high expectations and were not disappointed
July 11, 2012
Rated 2 out of 5 by Robin this hotel is noisy
the location is great, and the rooms are big but I wasn't happy with the noise from outside and the main road. people are shouting and honking all night. for rest this is not the place!
January 6, 2014
Rated 5 out of 5 by Sitkin100 Best Service ever!
I reviewed the hotel on TripAdvisor so please check it out. George, you are doing an incredible job of finding talent that embraces the Service Spirit of W.
The front desk was efficient and found me a bathtub - so we started off with a home run. Shakasta and Vicki, the concierges, are pros. The Dutch does an incredible job on the beach and the gang out there--especially Courtney--is fabulous. We look forward to coming back soon.
December 31, 2012
Rated 4 out of 5 by Scottedina Better, But Not Perfect!!!!
Stay here many times and have had mix feeling about this hotel. This stay was a big improvement, but there is room for improvement. Called a few days before we arrival and had the hotel concierge book a reservation for a local restaurants. Showed up to the restaurant and no reservation!!!
But for the most part a great hotel, Platinum's don't expect an upgrade, most suites are not owned by the hotel so they cannot upgrade you to them for free!
December 28, 2013
Rated 4 out of 5 by mrwalt1 Great Location and Design
Have only been able to stay here 1 time for about 4 nights, but it overall left a positive impression. It should be one of the top Starwood properties, primarily for the location and the overall design of the rooms. It’s location right on the beach and quick access to many of the primary destinations in SoBe make it a prime spot to stay. If you prefer the pool, it also offers a modern ambiance with pool bar & grill for convenience. Stayed in a king suite that had a large balcony overlooking the pool and ocean. If you are looking to splurge, grab one of the private villas. Unfortunately, the level of service did not meet the quality standards expected of this level of hotel. Experienced slow response times and employees that did not seem like they wanted to go “above & beyond” to wow customers. The check-in and check-out process was slow and the line was deep. Overall, it should and could be a gem of the portfolio if service was improved.
August 11, 2013
Rated 3 out of 5 by JBushey Disappointment
Just disappointed, checked in and after trying to take a nap noticed a loud whistle noise coming from the door, apparently all the rooms in the #25's have issues where the gaskets on the bottom of the door stick and then wind gets sucked thru causing this whistle - hotel was apparently too full to switch room. However SPG site still had a full list of available rooms.... so we just had to put down a towel in front of the door every time we stayed in the room.
The most annoying part was the fact that we had no ice bucket in the room, and after FOUR requests still don't have an ice bucket and with all this liquor sitting around i guess the expectation is that we will drink more because we will sober up every time we need ice we will have to walk down the hall to get ice for a drink. OH and dirty - cigarette butts on the balcony.
Too many hotels in South Beach to pay these prices for this quality
December 4, 2011
Rated 5 out of 5 by Harvey13 wonderful staff
I never saw any housekeeping staff but every time I came to my room it looked like it had just been spruced up! Beachfront properties are hard to maintain as the elements are a constant battle but the entire Hotel looked great and compared favorably with the other premier properties on the water. Very cool art collection and the food was outstanding. Thanks for the experience! Harvey13
February 7, 2013
Rated 2 out of 5 by Sean95 Could do better
Stayed in a very expensive suite, but there was no way to keep the light out from the upstairs area! The most basic need from a hotel room is to be able to keep it dark when you sleep! Also, the room wasn't ready when arriving from a long-haul flight at 6.30pm, which really isn't acceptable under any circumstances. Overall the service wasn't very responsive. On one occasion I had to call down three times and wait an hour for them to bring up a restaurant menu, then to be told they had to wait for me to look at it and take it back from me as I wasn't allowed to keep it (it was a sheet of paper!!!). Pretty poor experience specially considering the huge price paid...
November 13, 2013
Rated 4 out of 5 by southbeachray123 It's the little things
Great hotel with the exception of some small inconviences that should not occur while you are paying such high prices.Some examples of this are paying $34 for a breakfast buffet in which I did'nt want the omlet rather poached eggs...They charged me $3 for each poached egg.A little to nickle and dime for me.Walking into the Dutch at 4:01 and being told we could'nt be served because they close at 4.This is very IMPORTANT if you have food ALLERGIES..My son is allergic to nuts and after being assured by almost everyone in the place that the smoothies were nut free I saw one of the pool bartenders bring in peanut butter and make a peanut butter smoothie in the same blender I was told was nut free.
December 2, 2013
Rated 2 out of 5 by Antz Stay 26th April to 5th May
Bulding noise was extreme and the hotel made no effort to warn guests or manage the situation.
The mega suite we were in had furnishings that had seen better days and the upper level was cleaned only once during our stay at our request.
The outside kitchen area was woeful with no kitchen ware, BBQ or cutlery - again all had to be requested.
May 8, 2013