I was extremely disappointed with the level of service provided at the Congress Hotel in Miami, FL. I had booked two rooms several months in advance to ensure the rooms were situated nearby one another, as I was with a large group for a bachelorette party. I was reassured multiple times the rooms would be (if not next to) close to one another. I called a week in advance to double check and again I was reassured they were close by. At the check-in date of the first room (one day prior to the check in of the second room as I and the bride-to-be arrived a day early for some R&R) was again told the second room was nearby the first. At the day of the second room’s check-in, I was told ‘Oh no we can’t tell you ahead of time if the rooms are nearby, and we can’t choose the room you have, your second room is in a SEPARATE BUILDING’ (not even CLOSE to the building much less the ROOM of the first booking). If I had been informed of this at booking, I would have canceled and booked with a hotel who was able to accommodate this mundane request.
Unfortunately this was only the beginning of the ‘great’ experience with the Congress Hotel. The front desk had utterly no regard for customer service (or even an ounce of respect for another human for that matter) and could not have cared less to be assisting guests. The only staff members who showed any interest in helping us were the tipped employees (no surprise there). But the rest of the staff could have taken lessons in customer service from the bag-boys. Multiple times we called to the front desk for items such as ice, towels, etc. only to be rudely ignored and have to call back multiple times, or literally go down to the front desk and practically harass them until they responded. Furthermore, the ‘amenities’ as they refer to them, were a joke. Breakfast was cold, stale bread or cereal and Maxwell house coffee. And the included beach chairs and umbrellas (which we were told was a part of the PER-Person $12.50 charge per day) was not so ‘included’ we were told when we got down to the beach that if we wanted one chair per-person staying in the rooms, we would have to pay an additional charge of $10/chair and $20/umbrella.
On top of the poor service and laughable amenities, the hotel itself seemed in disarray. The elevator worked 30% of the stay at best and if the stairs were locked (entrance is from the alley) we were told there was no key and we would have to wait in the lobby for them to fix the elevator. Twice we waited more than 20 minutes just to get up to our room! Thank God no one needed emergency services in the hotel at the time; the EMT’s would have no way of getting to them! The pool on the roof-top was also deplorable. The lining was lifting off the pool all around and the bottom was slimy.
To top off the absurd service, amenities, and property issues, they improperly charged my credit card at the end of the stay, which wasn’t shown on the statement (nor do they check ID’s by the way, so feel free to use a stolen credit card, they don’t check even for charges exceeding $1800!). I only noticed the issues in my credit card statement online the next day and called repeatedly to the hotel and management and left several voice mails only to be ignored. In fact, they have caller ID, so if you call asking to be connected to management more than once, they simply hang up on you. Looks like I’ll be disputing the charges through my credit card company since they are ‘unable’ (more like unwilling) to fix the issue. I was also told I would get a Florida resident discount when booking, and never received it.
In short, I have never experienced any hotel who’s staff and management showed such blatant disregard for customer care.
If I could give less than one star, I would.
Don't book with this hotel - honestly the best tip I could give.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC