Subpar service at a hotel with very loud construction - W South Beach - Trade Reservations
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🤢 2/5 - Subpar service at a hotel with very loud construction
By 👻 @Alice, 04/16/2024 3:00 am
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W Hotel review Let me start off that I made a mistake of booking a later date than the one intended. Instead of correcting the reservation immediately, especially at 66% capacity and arriving around 4pm, no rooms were available apparently. No one at the actual hotel could remedy the situation, so instead I had to call a Bonvoy number as a platinum member. Which also did not get recognized or acknowledged at the hotel until a manager came. Even though I saw a whole role of desks that said “Bonvoy.” I never did figure out what those gentlemen did other than direct me elsewhere. My personal concierge Blanca came to apologize and promised that she would call when the room was ready in 30 minutes. 2 hours in the hotel lobby later, no one from the hotel approached us, offered any area to wait versus the small two seater right in front of the check in. A manager finally came by to say that the room was ready and that a $200 F&B would be applied upon check out. That also was a nightmare as I had to retelll the whole story to a new employee in order for her to apply my discount when checking out. I stayed for one night, and was very excited. Between the super late check-in, no dedicated Monvoy platinum and above help desks to help expedite any issues, super loud construction starting early all day, and what looked like very dated pool cabanas - don’t think there’s much to enjoy outdoors. Also, if you’re wanting anything from room service, expect about an hour or more. Even for something as simple as 2 drinks and a double shot of espresso. What a shame as I had high expectations, and the suite we did end up getting was beautiful. I used my points and upgrade. I would not pay the regular rate for this hotel.
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