My husband and I stayed here while visiting for Art Basel. We wanted a location that was bit away from the main strip, which it definitely is and we were ok with that.
To start, I evaluate most travel experiences by the quality of the accommodations and level of service. I could not agree more with the other reviewers that the service is sub-par. There was a general "I could care less" attitude from all employees we encountered. No special feelings of being taken care of with good hospitality whatsoever. When paying $300+/night, I expect to be treated with appreciation for my patronage - they need to work on this if they expect to market themselves as a luxury hotel. One visit to the Four Seasons Miami and you will know what good (exceptional actually) luxury service is. Take a cue, Grand.
We had reserved the 'Partial Ocean King' room based on other traveller recommendations. We arrived late in the evening and so we must have gotten the last and least desirable of these rooms available. Yes, I could see the ocean, but I also had mostly a great big view of an ugly white, stucco building. I had asked the front desk staff for a south facing room, to which he told me "yes, all these rooms are south facing". This gentleman must need a lesson in navigation, because this room was clearly on the north side of the building. The room itself was extremely large, which may be nice if traveling as a family and you plan on having three children sleeping on the floor... Other than that the furniture was not luxurious and the carpet was filthy.
The pool areas were very nice and well appointed, with direct access to the beach. Do be aware that you will be charged for beach chair usage.
A note: Another reviewer commented on the condition of the hallway carpets - they were actually replacing these while we were there. Nice that they took the comment to heart, not the best decision to do these major repairs while guests were staying on that floor. It was very awkward and disruptive.
Overall the room was just 'OK' for the price paid. Request a south-facing partial or full ocean view room and you may have a better experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 days ago
Dear Foodie5982, we are glad you took the time to give us your opinion of our property. It is great you chose to visit Miami Beach over Art Basel, as it is an exciting and worth visiting event. We are happy you were satisfied with our hotel’s beachfront location, which not only allows for direct beach access from hotel premises, but also provides the perfect location for travelers, who are seeking a relaxing beach vacation with an easy access to the South Beach area. We appreciate and value your comments regarding the general staff service attitude you experienced in the duration of your stay with us. We would like to offer our apology and share our concern regarding the less than satisfying customer service you encountered in your interactions with staff members. We can assure you that we take our guests’ feedback to heart; we follow up and strive to improve upon guest feedback as a result. We are sorry to read of your disappointment with the room accommodation you were assigned. You are correct that our partial ocean view suites could be located on either the north or south side of the building. We would like to apologize for the misleading answer you received from one of our front desk agents. We shall ensure to readdress this matter with the front office staff to avoid this from happening in the future. We do appreciate you noticing the carpet replacement we have undergone, which by the way is a regular practice at the hotel and takes place each year to ensure a fresh and clean outlook of the common areas and suites. Unfortunately, we are running on very high occupancy most of the year, which makes it harder for us to plan and replace the carpets only on floors, which are not occupied by guests.
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We would like to assure you that we will attend to your comments and work to improve on the deficiencies you came across. It is our hope that you will consider us as your accommodation on your return visit to the Miami Beach area.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC