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 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 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 3 out of 5 by sam09890 The Rude Staff Really Ruins the Trip
Staff is worst ruins trip
January 18, 2015
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 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 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 5 out of 5 by MartyDek Amazing
Top notch from the crowd, pool and beach area, location, amazing time. Wall is a nice spot for the people that like onsite clubs.
January 8, 2015
Rated 3 out of 5 by Tra1973 Great look per service.
II love the modern contemporary feel and look of the hotel however the customer service is not reflective of the luxury/exclusive trademark. The features of the hotel were not explained upon check in. The hospitality suite was not well maintained (dingy and severely worn furniture). In addition the account executive in error swiped my card twice at check in and also withheld $650 in incidentals. Therefore a significant amount of my funds (an additional 2600) were withheld until the reversal cleared which took away from vacation funds. Management did nothing to compensate me for this error. I also don't understand why this venue holds $650 in incidentals against credit cards. I have only heard of that being done with bank/debit cards. A number of the waiters/waitress were inattentive. Perhaps this is because their 18% gratuity is guaranteed. I actually liked the space and layout of the room however the bed did not sleep well at all and linen was felt rough and heavenly starched.
November 11, 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
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 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 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 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 Mangu Noise from nearby construction and air-conditioner not working
I stayed at the W Hotel Miami South Beach for 4 nights at one of their suites. Noise in rooms and balcony from nearby construction. I could not sleep at all during my 4-night stay. In addition I was not able to step outside in the balcony. To top this, Air-conditioner in my suite was not working!
This was the worst experience I had staying in W hotels. I have been staying at W only W hotels in different parts of the world for last 15 years, and has been a loyal spg member for a long time.
August 28, 2014
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 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 JD202 W South Beach is THE BEST!
We stayed in the Oasis Suite and it was amazing! Stayed in the Sanctuary last time, only difference was one less bedroom (but the bed in the Oasis media room pulls out into a double so it's kind of like an extra bed room). Food and service is spectacular- just an amazing experience, we'll be back for sure!!
December 31, 2014