Rated 4 out of 5 by PHILUSA Great hotel but management needs improvement!
This resort is top notch. The rooms are nice but they can do a better job upgrading PLATINUM LOYAL SPG (STARWOOD MEMBERS). This resort is very expensive. Room service is average food and 10x the price you would pay at other hotels or outside at a local food venders.
The management here does not provide perks such as late check out at 4 pm to PLATINUM LOYAL SPG (STARWOOD MEMBERS). During our stay management put a letter in our room the night before check out stating "WE MUST LEAVE AT 11AM". When booking this room SPG never informed me about this over the phone. Also, when we checked in to the hotel this was never told to us. THE NIGHT BEFORE WE ARE READY TO LEAVE WE WERE TOLD!! Keep in mind we booked a late flight and excursions around a late departure. When I called management I was escalated to FRANCESCA. She was very rude and unprofessional on the phone. She informed us that our keys will be locked at 12:00PM and we will not have access to our property in the room. She also informed us that we can use a communal changing area room 301. We ended up missing our excursion and wasting an entire day at the airport due to the W HOTEL poor management. We asked to speak to the manager director of the W and FRANCESCA lied and said the manager left for the day. I called the hotel from my cell phone while speaking to FRANCESCA and I was informed that the manager was in the office. I spoke to the manager director instead of FRANCESCA. FRANCESCA does not represent 5 star services. She lied, made smart remarks and her attitude does not represent top notch service. Despite our bad experience with checking out and the expensive food there were some friendly staff at the resort. The door guys, car valet, bell boys, and customer service desk representative Anthony were extremely helpful. They all recommended great places to eat and visit. Lastly make sure you double check you bill once checking out!
This hotel is great to visit but make sure you follow standard hotel guidelines regardless if you are a first time SPG member or platinum status!!
December 15, 2011
Rated 5 out of 5 by dlsaff fantastic holiday
we came to the W South Beach for a week and had an absolutely fantastic holiday. We found all the staff to be more than helpful, in fact I would say they were one of the most polite, cheery and helpful staff I have come across in any hotel, nothing was too much trouble. The only gripe I have was that we stayed in an Oasis Suite on the LP floor, an amazing room with views to match but , the pull-out bed is nowhere near a double size, which resulted in my youngest son having to sleep on the sofa in the lounge. It took nothing away from our holiday and we would definitely stay again, but maybe you could be a bit clearer with the bed size?
September 4, 2014
Rated 1 out of 5 by Rodelie1223 Poor service, poor response when notified!
During our stay at the W in Miami we were in complete awe and it was the worst hotel stay to date as a starwood gold/platinum member. I expect a full refund or credit for this stay. It is unacceptable. Your hotel failed in every capacity to provide a room that was suitable. There was a constant jack hammer noise thought the day from construction, constant yelling, honking horns, smoke in non smoking section, my son was hit by a hallway sink cabinet that fell off on his foot, and 17 other issues with this property that failed. I will fax upon request the list of issues which went unaddressed
1. Lines to access front desk- 1 person manning desk
2. Non existent housekeeping on Friday
3. Dutch- poor service
4. Eating- jack hammer
5. Pool- jack hammer
6. Asleep- jack hammer
7. Asleep- doors slamming, stomping
8. Pool bathroom- smells like a dirty ashtray- wreaks of smoke.
9. Concierge-not all that helpful
10. Lobby on Friday smelled like smoke, hallway smelled like smoke 9th floor
11. Asleep and can hear people yelling.
12. Poolside grill- drink size, bad service, refill forget it.
13. Cleaning room at 4:30 PM! and leaving it to smell like wet clothes that sat in the dryer a week. Mold and mildew!
14. Ask for assistance on shirt stain from restaurant server error and whatever whenever non existent when told they would be calling
15. Mini bar room checks -/audits while sleeping - even within few 45 minutes of arriving
16. Honking horns, showering all night while sleeping at 1:30 AM
17. Cabinet on hallway sink fell off- dummy cabinet cover for plumbing in main hall
May 6, 2013
Rated 5 out of 5 by NTRVLR7 LOVE LOVE LOVE the W South Beach!!
By far, one of the best experiences I've had at a hotel. From the moment I walked in to the time of check out I was greeted with a smile by every staff member. It may seem like the smallest thing but it definitely makes a difference. My room was ready as soon as I arrived. The cleaning staff did an exceptional job with the room. When I enter a hotel room I always look around and inspect to make sure everything is clean and I found absolutely nothing wrong. I met some great people during my stay there. The hotel is close to everything and made my stay so much better. Thanks to everyone at the W SB. I will definitely return in the future.
June 2, 2013
Rated 2 out of 5 by WDISSAPOINTMENT NICE ROOM BUT NOT WORTH THE MONEY
As a member of SPG since 1991 and a faithful customer of W Hotels in New York, London, Chicago, and elsewhere, I was surprised at the overall unwelcome feeling this W offered from the moment I walked in the door. Perhaps this location has security problems, but that shouldn't be reflected in the customer experience. Even if you spend thousands for you room and other hotel amenities (like at the pool lounge, etc.), and even if you are a Platinum SPG member, expect little recognition for it at W South Beach. I was lied to about availability for a room upgrade 3 nights in a row (better rooms were available on line but I was told were already sold, 3 days in a row... rooms remained empty). If this hotel does not provide upgrades they should just say so instead of lying. Other problems included rush dry cleaning that didn't show up (at all... until I asked), but I still paid the full price for it, and being assured a 2pm late checkout but having someone knock on the door at 11:45am insisting I had to leave immediately. After calling the front desk about this matter, I was told that the room was sold and I needed to leave and was offered just 30 minutes more, until 12:30pm at that point, and that was offered reluctantly. As a footnote, while on this vacation I had beautiful suites and outstanding service at the W Fort Lauderdale, Westin Key West and Westin in Miami. I don't complain often, and I have absolutely no problem with a high priced hotel, but W South Beach just isn't worth the money.
July 24, 2012
Rated 4 out of 5 by penny235 very good
WE enjoyed our stay very much. The service was excellent and very attentive. This is great because when we stayed 4 years ago the service was terrible and staff was not nice. We are so happy to see a change. We have stayed at the Delano for the past 4 years and we are so happy to make a change. The hotel was so clean as well as the rooms and the service on the beach and by the pool was terrific. we are already booking to come back
November 25, 2014
Rated 1 out of 5 by SPGTraveller1000 Horrible
No upgrade, no effort to get us an eta on when our room would be ready so we could plan our afternoon. Finally got into our "partial ocean front" room and no glimpse of the ocean-after going back and forth with front desk realized that if you hung over the balcony railing #over the obnoxiously loud parking lot/valet area# you could peak around the wall and catch a glimpse of the ocean through the trees when the wind parted them. Went back and forth for over an hour trying to move room, were finally told we could move to a room on the north side of the building and when we asked about the construction were told that it shouldn't bother us as long as we didn't stay in our room too long. Just as we had resigned ourselves to our horrible rip off room #$700/nght#, the music started pulsing through the floor from the night club below making it impossible to sleep in the room. 6 phone calls later, we gave up, packed our bags and left at 12:30am just to find a place where we could sleep for the night. Absolute nightmare. Then spent hours trying to get them to release the alomost $3k "hold" on my credit card. Wrecked my vacation with the most shocking level of incompetence I have ever seen at a hotel. Will never stay here again and am still so appalled it makes me not want to stay at Ws anymore out of principle.
January 23, 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 4 out of 5 by RafKam Punching above its weight
Under the pretense that this is a "resort" this W seems to do away with any benefits their loyal Platinum guests expect in other Starwood properties. The 11:00AM checkout is strictly enforced, and access to a "hospitality suite" where you can get changed after a day out is a joke: we got there at 4pm and there were 5 couples ahead of us waiting to shower and get changed, and after waiting for more than 1h the only reason we didn't miss our flight was that a kind couple let us go ahead of them. No room upgrades at check-in either and a pushy reminder that this is the case on the pre-arrival e-mail.
This is a pity, as it sets the wrong tone - the rooms are beautiful and spacious, with a great balcony and sea view from all of them. Communal areas are beautiful, but the pool area seems to be an afterthought as it was too crowded. Their first come first serve policy for pool chairs seemed to work better for whoever was friendly/tipped the pool attendants most.
Location is also great, and most of staff were also friendly, but I couldn't stop getting the feeling that this isn't quite 5-star service, certainly not at the exorbitant rates that are being charged here, even during low season...
April 13, 2012
Rated 1 out of 5 by JOKE Terrible Nightmare
I selected this hotel for my family, a party of six adults. If you are looking for room cleanliness, room comfort, and great staff then i would not stay at the "W"...
May 27, 2012
Rated 3 out of 5 by WorstService Disappointing Staff
I tried to send this to the email where the hotel requested feedback, but it didn't work so I thought I would post it here: Mr. Cozonis – Just thought I would take a moment to let you know how disappointing my stay was at your hotel. I was there from Tuesday until Friday last week and will not be returning. I was staying there on some rewards nights that I had earned from a Starwood promotion earlier this summer. Frankly, we were happy to leave as it had become a running joke for my fiancé and I (we were celebrating her birthday) as to who was going to be next to treat us poorly. Your staff was not overtly rude but they were nowhere near the quality of staff I have come to expect from W hotels which I frequent BECAUSE of the level of service. They were extremely arrogant in their interactions with us. I don’t know if your staff is instructed to treat people differently that are there on reward nights, but it certainly felt that way as I had to wait until after 4:00 to get into my room and was told that a late checkout was not available. It was only after extended discussion that I was able to get my checkout moved back to 1:00 – far short of the 4:00 that I requested. Beyond that specific request, every time I asked the staff a question it felt like I was imposing on their time so I simply quit asking. As a Platinum Starwood member, I have not experienced this type of treatment in any of my 100+ Starwood nights this year. I know you were sold out this weekend so you must be doing something right and perhaps my experience was an isolated experience. As the General Manager, I thought you would appreciate the honest feedback.
December 16, 2011
Rated 1 out of 5 by WVeteran This hotel USED TO BE GREAT
In the past two years I have stayed at the W in South Beach about 10 times. I always eat at Mr. Chow and the Dutch, both great restaurants and I always use the Bliss Spa...amazing. I was happy every time except for my last two stays. I had some issues back in January: walking into my room after check-in, I found white pills on the floor in the hallway and hair on the bathroom counter. I got a $100 resort credit for that and was promised a free night, however, the free night was not granted. Because my company uses this hotel I decided to give it another try in April. Booked 2 nights, was upgraded, however the room was worse and smaller than the room I had initially booked...low floor too. Didn't complain. Second night, there was a cockroach crawling on my pillow while I was laying in bed. Upset, I phoned downstairs, 3 managers came upstairs, the bed's sheets were changed, was promised that I would be compensated for this unfortunate experience, however, nobody ever got back to me. I even emailed the hotel manager and never heard back.
I am so disappointed and disgusted with the service.
Very unfortunate. You have lost a GREAT client W South Beach!
April 29, 2013
Rated 5 out of 5 by JGCF Right after Wedding
We came to Miami for two nights right after our wedding and had a fantastic stay. We were upgraded to an amazing suite with a kitchen and washer/dryer.
The pool area is amazing and we spent most of both days drinking and eating around the pool. Our room was so great (and we were tired from the wedding), so we ended up staying in both nights.
Overall, loved this hotel. I wish we could have stayed longer.
November 20, 2014
Rated 5 out of 5 by MJKYNY An Amazing Hotel
Loved every minute! Friendly Staff, Great Service, Great drinks and yummy food. Nice size room. Shower fab!
November 22, 2014
Rated 1 out of 5 by sc999 they need to learn how to clean a room
I'm staying in one of the private bungalows.
The first day when I checked in, I found an empty beer can floating in the swimming pool, a chewinggum sticked on the floor in the bathroom, a discarded razor cap in the middle of the shower...
Second day they came to clean, they just made the bed, and didn't even remove the roomservice plates.
I'm going to check out earlier than planned and finish my stay somewhere else.
February 18, 2014
Rated 2 out of 5 by andy79 Disappointed in the Service.
Made the reservation far in advance. Called the day before to check about possible upgrade. Told hotel staff we would be arriving around 1 PM. They didn't say there would be any problems with an early check-in. We arrived and they told us our room wasn't ready and took a phone number. After 2 hours we finally got a text that we could pick our keys up. After we got settled into our room, someone from housekeeping came crashing through the door without a knock...at a very inconvenient time. I won't go into details, but it was bad timing. Called front desk and asked to speak to a manager to make to make them aware of the long wait at check-in and of the interruption we had just experienced...I was still pretty upset about this. Was told that nobody was available and that she would have someone call me back. Never heard back from anyone.
The hotel is very busy right now and was sold out because of an event in the Miami area. But I would still expect to get good service...especially when you consider the premium price for this property.
January 5, 2013
Rated 1 out of 5 by NJR28211 Three Strikes and you are out
I have stayed at this hotel 3 times in the past 3 years all all of the stays were equally bad. I tried to check in at 7pm only to be told my room wasnt ready. I was put next to the disco without warning and at 2am when I called to complain about the noise, I was offered sleepy time tea and ear plugs & told the music would go on until 4am. My last visit I had to wait in a 25 min line to check in and was told there was no late check out even though i requested it 3 days in advance. The front desk staff and concierge dont appear to care for their customers.
June 17, 2014
Rated 1 out of 5 by AJ12 Terrible Customer service for SPG Gold
I guess everyone is correct about how this property treats SPG Gold members. No benefits at all, second time I stayed here and always NO LATE CHECKOUT. Check in was a harassment as well as my SPG Amex is linked with wifes. Even though I called and added my name in notation they not letting me check in till they speak to my wife even though a notation was made my SPG to let me check in. Asked GM to call me and he called once without even leaving a voicemail. Couch in a room had a HUGE BROWN stain which was gross. Of course hotel was sold out so no other room available.
February 10, 2014
Rated 5 out of 5 by sleek10 Great hotel in South Beach
The W South Beach hotel is an outstanding hotel.
The rooms, ambiance, pool, and many other factors are amazing at this hotel.
I have stayed here 4 times, and all of those stays were excellent.
February 1, 2012
Rated 4 out of 5 by Ricnetwork Watch out when you leave the pool
The hotel has an unannounced policy that if you leave your chair by the pool, they clock your time and take away your chairs without any communication, if you are not sitting down 30 min later, and are rude about it too when by surprise you find out. I Like the hotel, the policy makes me question the guest experience. I have stayed many times and each time have enjoyed it. this incident and policy makes me question how to enjoy the hotel.
November 15, 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 3 out of 5 by Gooobucks Hoping for a relaxing weekend. Got nothing but stress!
Yes, overall this hotel was very nice. The room was clean and very well maintained. Location on South Beach was also good. Only 10-15 min walk to the heart of South Beach.
The pool staff was awful! We got to the pool around 10pm, found some pool chairs in the sun and settled in for a relaxing weekend. Around 1pm some pool staff asked us to move since someone rented a cabana and requested our chairs. It should be noted that these chairs were NOT on the cabana level. They were on the pool level right next to the pool. So we moved. Around 2pm ... guess what!? We were asked to move AGAIN since another cabana was rented and they wanted our chairs. Are you kidding me?!!! My blood pressure was boiling. So much for a relaxing weekend with my wife. This time there were no remaining chairs in the sun so we were forced to the beach. I felt like a peasant and the rich people kept forcing me out of my chairs!
Probably will never stay here again. Not relaxing! I am still very angry. The pool manager offered a free umbrella by the beach, but we wanted to be in the sun by the pool. Thanks for nothing! Unless you roll into this hotel with plenty of $$$, be prepared to be pushed around.
May 12, 2013
Rated 4 out of 5 by papick All good but few things can be improved
All good but few things can be improved. One of the worst things I notices is that the furniture in the room outdoor balcony is very filthy and ripped. It’s just a big turn-off for me, since my room wasn’t cheap at all by any standards. I understand that the outdoor furniture enduring some heavy usage and weather conditions, but something needs to be done about it. Dirty and ripped balcony furniture is just a big disappointment. Other thing is that the food at the pool restaurant is expensive but the quality is poor for the money. I don’t mind to pay for good food, but when this type of hotel trying to sell you “burger king” sandwich for $20.00 will not earn them any stars. Otherwise the hotel is great and the staff is trying their best.
December 6, 2011
Rated 5 out of 5 by Love2travelalot It doesn't get any better!!!
If you are looking for a relaxing stay where you are able to escape from the real world & be treated like you really are special with all of the luxuries & comfort within a sexy/chic hotel, then The W Southbeach is for you!!!
The staff is amazing & the W Insider John Evans will make your every wish come true! You will also agree that it doesn't get any better then this!!!!
November 15, 2014
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 4 out of 5 by JJJ500 This hotel has great features
This hotel has great features
November 17, 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 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