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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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 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