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 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 Love2travelalot It's hard to leave!
The only thing that I can see as a potential problem at The W Southbeach is leaving!!!! ;-))
Once you've arrived here & settled into your room and enjoyed all the amenities at the hotel including the beach & pool, it's very difficult to not extend your stay. if not to extend, you will definitely be planning your next trip back.
We have not had a single problem ever with any staff member on any level. They get the whatever, whenever W style treatment. As well as the Insider John Evans making it difficult for us to leave with great options for us!
We have already planned our return & trust me, you will want to do the same!!
November 27, 2014
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 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 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 Jackie354 My stay at W South Beach
I am a loyal Starwood guest. I have been a platinum member for many years and Starwood properties will always be my #1 choice.
My last stay at W South Beach was not what I expected and what I am used to when I stay at Starwood properties.
When I received at your hotel, tired and exhausted at the reception I had to wait for at least an hour till I was checked in because one of the staff who was helping me was being trained and somebody else had to help.
When I was finally checked in and the access card to the room was given to me, I had to walk around to find out where the elevators are. I asked the front desk for the location of the elevators and she just said turn right and you see the elevators. But I found out those elevators are for the private suites and the elevators for the regular guests like me are further away in the corner.
When I got to my room and opened the door to my surprise, I saw the beds were not made, there was garbage on the desk next to TV along with Banana peels.
I went back to the front desk and informed them.
They apologized and said room was not ready and I had to come back two hours later.
Because my intended trip to Miami was to attend a medical trade show, I left my suitcase with the front desk, got a receipt and told them will go to the trade show and will return around 6 pm.
When I returned from the trade show, went to the room, it was cleaned but my suitcases was not there. Again I had to go down stairs, collect them and bring them up. At no time they offered to deliver my suitcase back to my room.
During the night I was up most of the night because there was a noise like a chime. because outside it was windy, a few time in the middle of the night I left the bed and walked to balcony door to make sure it is shut so the noise would not be heard in the room but the noise continued all night.
In the morning I turned off the air conditioner to have a shower. After my shower I turned on the Air conditioner and noticed the air vent directly is in front of a long (Almost ceiling to mid floor Chandelier) and every time the air conditioner turns on the pieces of chandelier make the noise.
I called the front desk to complain. I was put on hold for a long time which I could not wait and hung up to go to the trade show. A few minutes later before I left the room an assistant manager called to find out why I was calling.
I explained my experience from the check in till that moment and her answer was " yes we get a lot of complaints and trying to resolve them and we know about the noise from the chandelier because other guests have made the same complaints".
At that time (around 9 am) I checked out and drove to Tampa without attending the trade show.
I sent the note you read here to the hotel Manager a few days later and I receive an e-mail from the room manager ( Not the hotel Manager) referring to me by "Hi There" and not by my name and not responding to my concerns.
This is a beautiful property with a very weak management and a very poor customer service. Would I stay there again? NO.
September 5, 2013