banzani

So after sleepless night 3 of 3 (neighbors slamming doors and screaming at 1am through paper-thin walls, followed by delivery trucks in the alley at 5am) I've finally had it and escalated things. However, The FDM who was apparently looking into my case was nowhere to be found ('traffic' and 'coming in a little later today').

I was moved to a different room on a high floor but also in the West Wing. While this room is much better (and even offers a partial sea view) it still falls short of what others without SPG membership or status have received.

It appears proper elite recognition may be something here that will only be achieved after a little while.

Zeteg

My first post on FT; usually I'm a lurker, but this hotel has incited me to warn others:

This has been resoundingly the worst SPG hotel experience I've ever had. I booked two rooms through platinum concierge for my friend's bachelor party for three nights. I noticed that it ended up being booked as three separate reservations (one room for one night x2 + 2 rooms for two nights). I called explicitly asking to make sure that these were in fact, back-to-back reservations, and they confirmed notes had been added and that the hotel would see it. I did not want anything to disturb the flow of his bachelor party.

When I got to the hotel, I was happy to find out that one room had been upgraded to their "penthouse suite" - which was an Oceanview Royal Palm Suite, and NOT on the top floor. It was a nice suite; not sure how this was a penthouse. However, we were told that the room wasn't ready, and it wasn't until about 7PM that the room became ready. We waited until 7PM. "It's okay," I thought. We were getting a nice upgrade.

Next morning, my card stops working and so I go to the front desk to renew the card. Although I had specifically asked the reservations to be back-to-back, I understand there are some system limitations that cannot be overcome. They told me that I had to move from the suite to a different room. I told them that there were specific notes on the reservation noting that this was back-to-back, and that if I had to change rooms (the rooms weren't ready, we were occupied all day, and my friends do not want people moving their things), I would've opted for the regular room that I booked.

After wasting about an hour waiting for, and then talking to the director (Alajandro?), I was basically told that I'm .... out of luck. No attempts to solve the problem, no attempts to offer any sort of compensation - just an excuse that there were actually no notes on the reservation. I called Platinum Concierge and they confirmed that yes, there were notes on the reservation and the hotel should have seen them. Literally lied to. Couldn't believe it.

We moved, not wanting to punish other guests for their mistake. I was furious, but figured I would let it slide after we left Miami. When I got home, I found out that they had charged one of the rooms to the wrong card, even though I had specifically told them to charge both rooms to the SPG Amex that I had presented not once, but twice (second time was the second day during the argument). I also found a miscellaneous charge for $10 for the honor bar. I called. They said they'd reverse the honor bar charge and fix the credit card charges.

Four days later, not only has nothing been fixed, but I now have an ADDITIONAL charge on the wrong credit card for what I can only suspect is another night's stay. How, I have no idea - because this was done days after I had concluded my stay and checked out.

I am at the point where I am about to dispute all the charges. They are extremely lucky that cross-state litigation for things like this is ridiculously cumbersome. I warn anyone wanting to stay here, as my experience seems very indicative of the general lack of competence by management at this property.

banzani

I was also wrongly charged for Honor Bar by this hotel. It tool several emails to get it resolved. The initial complaint was ignored altogether, the follow up was answered with an updated folio, without any additional comment or apology.

factory81

I am thinking about pulling the trigger on 3 nights before Thanksgiving here. They offer up some of the best redemption opportunities by far. I have looked at a couple dozen online photos now and think the hotel looks great and offers all that I am looking for in a beach vacation.

Platinum guests get to pick from what for their gift?

Does anyone know what a SNA would get you into in this hotel?

Would anyone find it to be worth it to spend double the points to stay at the W over here?

m0mo

I'd advise against this hotel. Staying here currently and service attitude is subpar and not up to Starwood standards.

Experienced a dirty towel on check-in. Also, there is currently a cockroach running around my room. The MOD "graciously" offered a free full breakfast, I declined. I asked for a new room since the cockroach (which I have live pictures of) is still alive and running/hiding around and they said they were full. They offered some menial points but it really isn't satisfactory. Overall they are very unapologetic and said it isn't their fault. They said they would send someone to track down the cockroach which has re-appeared a couple of times but no one has come up.

Starwood lurkers or can anyone help?

Starwood Lurker III

Hi m0mo,

My apologies for the inconveniences to you.

We would have the hotel management team look into this if you could provide your reservation details to us via private mail here or by email below.

Best Regards,

Christina Zhou
Social Media Specialist
Starwood Hotels & Resorts Worldwide

[email protected]

factory81

I will have an updated review of this property. Staying here Nov 21st - 24th, SNA's applied as well.

The hotel honestly looks great on paper, and I hope it isn't as bad as some make it seem.

I'd be willing to post a professional review for SPG if they want to get more feedback from a plat 100 with exacting standards.

Zacnlinc

Man!! I read the first and last page of this thread to get a vibe on this place as I'm heading to Miami Sunday and was thinking of trying this one out over staying near the (FLL) airport at the Sheraton.

Feel like splurging, but I'm kinda gun shy now about pulling the trigger. Will think about it some more. Maybe I should read pages 2-4 now.

davidw70

Just finished a 3 night stay here and I am struggling to fault the entire stay.

Upgraded from partial ocean to a junior suite (which still only had a partial view but very nice). The room wasn't ready when I checked in but I was given vouchers for the bar whilst I was waiting - room ready an hour later. Room furnishings very nice and no change from its former life as a James property. Kettle (with tea/coffee) in the suite's bar area.

I was offered both the 500 welcome points and continental breakfast which is in the upstairs Florida Cookery restaurant - a nice display of fruit, cereal, breads, pastries, cheese and cold meats (along with orange & tea/coffee). $8 upgrade charge for full breakfast.

I don't think I've ever met such friendly staff - the person who checked me in said hello to me every time I walked through reception; the restaurant staff remembered my drink orders and provided very good recommendations and pool staff (albeit slow) were extremely friendly.

I know there's been some very negative comments about this property and I was a bit concerned (despite having stayed here a number of times before pre-Starwood) but I will definitely be returning next year for what it's worth.

P.S. Shouldn't this thread title state a Tribute Portfolio resort

joetro

I also had quite a good stay here for one night in July. Unfortunately, the room was oddly hot, and I wished the beach routine would have started earlier with amenities, as they didn't start until I had to check out, but just a really nice stay and staff. Yes the resort fee is really annoying, but you can get your value back if you use it effectively.

Zacnlinc

Ok I took a chance with this place and am glad I did!!

Upon check in, I was upgraded to a 2 bedroom suit in the west tower on the 11th floor (ocean-view). Once in the room, I returned to the check-in area when passing out and Alex, check-in clerk, asked if the room was satisfactory of if it was too much room for just me alone!! "Not a problem Alex!" was reply with a smile!!

Just finished a 3 night stay there and like recent posts, I'm hard pressed to find any problems or complaints with the facility.

I reported to the maid that a light bulb was blown in one of the bedrooms on my way out of the room heading to CVS which is a 2 block walk away. By the time I returned, the mail had serviced the room as I passed her on my floor and she mentioned that they've already replaced the light bulb. I was gone less than 15 minutes!!

Wasn't that happy that the bar closed at mid-night either, but they did offer drinks to everyone before closing and made it clear that we could remain in the bar and pool areas.

Those hardly constitute complaints in my book. Nonetheless, they were minor issues easily resolved.

Food was great. Beach attendants superb!! Front-house staff and bellmen fantastic!! Looking forward to returning in the near future!!

svo242

Glad you had a nice stay! Question: did your 2 bedroom unit have a balcony?

factory81

I will be here tomorrow. I can be a nitpicker, so I will be interested to see how this property is - given the harsh feedback so far.

My SNA's did not clear for the next 3 nights. All room types appear to be sold out on SPG.com. In addition, I was given an e-mail earlier this week, enabling me to purchase an upgrade for a nominal daily fee. So there probably went all the suites I wanted to get upgraded to, haha.

I wonder how the property will handle switching partnerships so many times, and if they are really onboard with SPG-values, given that the end is near.

factory81

Initial impressions:


This place has terrible service.

First issue (small): at check in, I got in the SPG gold/platinum line. People in the non-priority line we're entering the line, as well as being helped before I was. It was as if I did not exist. I had to verbally say outloud, I am waiting in line.

Second issue(s): We went to FCP, the onsite restaurant, for food while we waited for our room to be available. Our waters were never refilled. My Cuban sandwich came without pickles, and after notifying the waitress - we waited. I eventually started eating and was able to eat almost the entire meal before being acknowledged again. After notifying another person, they realized no one was going to the kitchen to fetch some pickles. They had to send the hostess to go get them. After 45 minutes, we decided to dash without paying and see if our room was ready. As well as notify the front desk of our experience.

4:07 PM now and our room isn't officially ready. They said a supervisor needs to sign off on it, and we could take the room now - or wait around 30 minutes to get the room signed off on by a supervisor. I took the room as-is. So far no problems with the room. Our luggage is in the bellhops storage, and they are short on staff (or just busy). We've been waiting about 15 minutes for our luggage.

The front desk has waived the lunch ($30 value), and and handed out two drink vouchers for the troubles. I think that takes some of the bitterness away from the experience so far.

But this place sure leaves you saying, I wish we were at a Park Hyatt now.

This hotel is a $159nt~ hotel any day there isn't a huge demand. As a result, your expectations should be in line with what you might receive at a hotel that is cheaper than some Four Points I have stayed at.

factory81

30 minutes+ and no luggage. Is this what you would expect?