Rated 1 out of 5 by Chavdiod Honeymoon Nightmare
As a SPG member, my first choice is always chosing a Starwood Hotel where I stay. My seconnd honeymoon stop was at W South Beach. During the last years, I turned out a frequent W South Beach guest. To finish off my honeymoon, we chose to pay extra to stay at the room of our dreams: the MEGA SUITE.
First problem: we arrived at 7 am. We were only accommodated at 4 pm. Second problem: We were accommodated in a "accessible" room which was not what it was reserved. By that time, we were so tired that we decided to sort that out the next day. Third problem: After complaining about the accessible room, it was offered to change to the room we actually reserved the next day, wait until late afternoon and change. Also it was given the option to downgrade to the "Oasis Suite". Our choice was to wait until late afternoon. A 200 USD credit for food/beverage was credited for "the inconvenience". Fourth problem: When we moved to the new "Mega Suite", I noticed that we had no built in barbecue in the terrace. There was no barbecue at wall. The marble on the balcony/sink had a enormous crack. In other words, the pictures from the room when I made the reservation at the website were totally different from the reality. And we are not speaking from a cheap motel room hotel. I have taken pictures of the marble balcony and empty space without barbecue. If necessary I can attach and send it to an email address. After all the hassle I had no more strength for anything. Thanks Starwoods for turning my honeymoon to a nightmare since day one.
September 18, 2013
Rated 1 out of 5 by jessica3693 disappointment
We arrived at 7:30 p.m. - room still not ready. Compensation was offered in the way of dinner - however we could not use it - all restaurants were fully booked. Check-in staff did little to assist. We booked bungalow 5 - and apparently the previous occupants had trashed the room - leading to the delay. When it was finally ready - reception handed us the key - no offer of assistance showing us to the room. The bungalow itself is apparently privately owned and in need of much repair. There is no light on the rooftop terrace - making it unusable at night. Not that it mattered - since the tv was broken. The plunge pool was a disgusting green color - it hadn't been cleaned in forever. The room and food were both incredibly overpriced. The only good thing I can say is that we met several lovely staff members who really did try to accommodate us. We ended up checking out a day early (with no discount or reimbursement) - as we were uninformed when we made the reservation that the New Year's Eve party would be held at the pool - basically on the bungalow doorstep. Rather than deal with the noise and probable disgusting scene that would occur (based on my observations of the hotel clientele) - we opted to check out early. Since we were not advised about the room situation vs. the New Year's Eve party - I feel it was in very bad form for the hotel not to offer any sort of compensation. Especially since we were paying $3100 per night for a very subpar experience. Apart from the very professional concierge staff - and many of the other employees - this was one of our worst hotel experiences ever.
January 2, 2014
Rated 5 out of 5 by Christina83 This hotel combined luxury with comfort
From the moment I walked in, I could see and feel both the luxury and the comfort. I immediately felt at home with my first interaction with the bell staff and their attention to me, the front desk recognized my SPG Membership and immediately made me feel welcomed. The Dutch and bar staff were fantastic and very knowledgeable. Both were incredible concepts in this hotel. I look forward to returning on my next visit to South Beach.
August 4, 2014
Rated 5 out of 5 by JConcep Great hotel and staff
I have stayed there numerous times and I am always impressed by the courtesy and high level of customer service the staff provides.
September 11, 2014
Rated 3 out of 5 by NaplesJim What view???
I reserved a Fabulous Studio with an "ocean view". I was escorted to a third floor room that looked into sea oats and palm trees with NO OCEAN VIEW. Upon politely requesting another room we were treated poorly by the front desk staff. Eventually, the bellman went to bat for us and we were put in a Spectacular Studio with a nice view. However, the room was half the size of the first studio. To add insult to injury, we were charged the rate for the larger room. (The published rate of the smaller room was less.) Yes, we were DOWNGRADED and OVERCHARGED! Word to the wise: Call the front desk to make your reservation and make sure what you're getting.
June 27, 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 5 out of 5 by LDD31 Superb Location
W South Beach truly is a funky, cool hotel that offers the 5 star service one would expect from the W brand. The location is superb - far enough away from the overhyped Ocean Drive strip but close enough to observe from afar and enjoy the north end of beautiful South Beach. Easily walkable to the local malls and restaurants (although with the quality of the Dutch and Mr Chow on-site one doesn't need to stray far!). Staff couldn't be more professional and attentive, extremely friendly - think they make the hotel. Fantastic suite really was fantastic (small kitchen was brilliant). Only real criticisms of the hotel are the loud air conditioning unit in the bedroom and the daily charge for internet use in the suite. Thanks for a wonderful stay, hopefully see you again in the future. A very happy UK guest!
September 4, 2014
Rated 5 out of 5 by beachy27 great trip
grey overnight experience with my husband
Logan at chek in was awesome!
August 10, 2014
Rated 5 out of 5 by emilioalfonso South Beach at it's best
This property has a beautiful architecture with comfortable, spacious rooms. Most of the rooms have a beautiful ocean view.
Having stayed at other high end properties in South Beach my only disappointment in comparison with other near hotels was the inaccessibility to the pool in the evening and the lack of music in this area. No one could give me a straight answer for this policy and the night manager was not polite when we inquired about this.
July 30, 2014
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 2 out of 5 by rad2 great location but really pathetic towels and poor service.
on arriving at the room there was no luggage rack and were promised someone would bring it in 5 minutes. never delivered until check out. the house keeping supervisor dropped in to check if everything was okay and we mentioned that the sink was not draining properly. he promised to take care of it and bring the luggage rack but nothing was done until the day we left. the towels need to be donated to some shelters or salvation army. definitely not for hotel guests who pay so much to come and stay in a good hotel and have good memories of the vacation. to find towels with holes and ripped at the edges everyday on our return to the room was very upsetting.
January 12, 2012
Rated 2 out of 5 by dissapointed1117 Attention to the details
I stayed at the W using an award stay on 11/17/2011. Upon arrival there was some confusion as to what room they were going to assign me so it took some time to finaly get into my room. Once in the room the sound system for the bedroom did not work, the ipod docking radio did not work, the shower did not drain, the main area rug in the living room had spots on it, there was only one robe. Took the staff along time to responde. As a platinum guest I couldn't get a late check out. I felt that being a platinum guest didn't really matter to the hotel since they are booked. Was just taken back and off guard as to the experience. Had a friend stay there two weeks prior and had great things to say about the hotel. Don't know if I would stay again for the price.
November 21, 2011
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 Michael404 Room itself was beautiful but the upstairs was a disaster
I stayed and booked this "Mega" room because of the great things I had heard of the W South Beach and for the rooftop entertaining/plunge pool area. It seems like these "Mega Room"s have been completely forgotten...once you go up the stairs. From things left by prior guests (glass full of cigarette butts) to the ripped out (non-existent) grill, to the cabinets whose doors were missing or falling off to the broken glass on the coffee table in the sitting, to the broken a/c in the upper loft area. It was such a disappointment and your front desk staff just sshrugged and said "we know. I can give you 10,000 points." NOT the proper response for such an "upscale" hotel.
September 23, 2013
Rated 2 out of 5 by Ruthy Not happy with check in
I booked through SPG and was told I could check in as a Gold member as early as 10am. I was NOT told if there was room availability. I understood at 10 am I could check in.
I arrived and had to sit in lobby until my room was available and it was 2pm! The hotel was packed, pool felt like sardines. No pool chairs available had to be on a 2 hour waiting list!!!!! Very few chairs at pool.
The person who booked me did not clarify what I could check in at 10 am really meant. IT started my vacation on a bad note and we left early the next morning.
August 25, 2014
Rated 3 out of 5 by Milti Your service rules are short sighted towards valuable customers
It's unacceptable the way you deal with hotel customers who want to use facilities of the hotel. It's unthinkable that you cannot get a spot at the pool and thet if you need a sun umbrella you need to pay extra. Sorry, others may also charge but I do not care about it if you expect one to pay the prices you are requesting.
April 29, 2013
Rated 5 out of 5 by Austonian Splurge!
Flashy, high-end hotel located directly on Miami Beach. Highly recommend for a quick weekend getaway or for couples vacation. It’s fairly pricey, but it’s worth it. Splurge.
Two aspects of this hotel I enjoy:
1) Location: It’s directly on the beach. It’s also within a comfortable walking distance to all restaurants, shops and boardwalk.
2) Rooms: The rooms are amazing. My room was a suite and it had a great balcony with very comfy furniture. We would sit out there and have a cocktails in the evenings and coffee in the morning. Rooms typically aren’t ready for check-in until 3:00 PM, so if you arrive early, you may need to wait—especially if you’re holding out for a Suite upgrade.
For SPG elite members…
I’ve stayed here twice. During this visit I was upgraded. The last visit I was not. However, it really doesn’t matter. All rooms are spacious and great. For this property, I recommend using one of your Suite Award nights if you’re looking to increase your odds of getting an upgrade.
October 11, 2012
Rated 2 out of 5 by Jennie16 Horrible Customer Service
When I booked this stay, I was excited to experience the true Starwood experience for the weekend. Unfortunately the service at this hotel was horrible to say the least; prior to check-in, I inquired about my suite night award upgrades and was bounced around to several people. I then requested that my credit card on file be charged at check-in and was told that was not a problem, when my friend checked in they requested another credit card (instead if charging the card on file like i requested and was told was not a problem) and told her they'd be charging $250 on her card and proceeded to take the deposit for the entire stay (which should have been communicated). In terms of the room, we had a leaking sink and maintenance just cleaned up the water without fixing anything. We had to call back for them to come back to fix the sink. We then requested bellhop services and waited a full hour before we called back down and found out that our request was "lost". For being part of SPG, I am disappointed in my stay at the W Miami.
April 15, 2013
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 5 out of 5 by LuvLee Loved it!
This was one of the best hotels that we have ever stayed at. The staff was friendly, attentive, and professional. Our room was huge and gorgeous. This is definitely our first choice when returning to South Beach.
September 3, 2014
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 2 out of 5 by Samantha5 Horrible Service
While the hotel has some incredible features the staff made this a very unpleasant experience. If you are paying $500+ a night on a hotel the service in all aspects should be amazing. The room bed was made but nothing was restocked, no towels, no toiletries, nothing in the kitchen or bar area. The service at the pool and beach were the worst i have yet to experience at a W Hotel. You have to go find a server in order to get a drink, Had to ask random workers to send a server over and the pool area and beach were not crowded with guests. I love SPG and W Hotel but this hotel i will never come back too.
September 30, 2013
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 1 out of 5 by ScottsdaleDan Million Dollar hotel with Substandard AC & Card Readers
Stayed at this room with my girlfirend which was supposed to be a romantic weekend. overall hotel experience runined it. hotel rooms do not have significant AC to battle florida heat. each afternoon, room temps climbed into the 90's in the room.. engineering visited three times and said only option was to close blinds. thats just what I want when I came to relax and see the views. could not resolve over three day stretch. cooler in halfway than room. front desk staff were great. I got to know them the best as the key card system seems incapable of magnetizing a key. 15 trips to desk to get new keys in three days. top it off with ridicuolusly priced food and drinks by pool, beach and bar & you are in for a real treat.
September 3, 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 4 out of 5 by WeekendVacation Quick weekend vacation
A quick weekend get-away took a little more time to start as my room wasn't availble until around 5;00 PM. I had checked in at 2 and was told the room wasn't ready. I called around 3:30 and no news. I came to the desk at 5:00 and asked why after the 4:00 PM check-in time was my room not ready. They explained they were waiting for a better room. Since all I wanted to do was check in, it would had been nice if someone gave me the option vs having me wait for 3+ hours when I was only there for a limited time.
August 18, 2014
Rated 3 out of 5 by karen605 true "4" star hotel
- W is well known as "fully gown on the outside and nothing on the in" this trip totally proves this rumor. Curtains, sofas and toilets are not perfectly cleaned,
- Washroom essential (toothbruch, shaving creams etc) were placed in a awfully messy manner, a beach side hotel that does not comes with a comb... very careless for a women's need.
- Washroom essentials was not refilled everyday, i had to call down to the housekeeping every night for the people to bring them to me.
- Sat beside the pool for more then 10 minute not one of the server came to me and asked if i'll need a towel, so i had to asked for one but the server never came back. i had to fetched them myself.
- extreme disappointment if they call themselves a luxury hotel, will never stay at any W chain if i had another choice
August 17, 2014
Rated 2 out of 5 by BIL1977 W SoBe Needs a Little Work
...........The highlight of my visit to the W SoBe was the beach attendants, because they actually understand what service is and showed it day in and day out. Specifically Michael and Walter, they should both be used as the example of what works at the hotel. Everything else about the stay was not up to par with the W brand I was charged for. It's a pretentious staff who care more for their image than providing service to the guests. It's amazing how a brand specializing in hospitality can get it so wrong in such an important location.
July 29, 2013