We specifically chose this hotel because it is an adults-only property, expecting a calm and relaxing environment where we could rest and recover. We have also traveled internationally to be here, managing time zone differences and jet lag after a demanding schedule, and were very much looking forward to a peaceful stay. Unfortunately, our experience has been significantly impacted by circumstances that were not disclosed to us in advance (Trip.com and the hotel should have communicated this to us but neither did).
The Miami Music Festival that took place March 24-29 created an extremely loud and chaotic environment. The noise levels were so intense that they could be heard from streets away and continued from 11:30 AM to 11:30PM. As guests who typically go to bed between 8:30 and 9:00 PM, this made it impossible for us to rest. In addition, the presence of large crowds of young festival attendees throughout the entrance way, foyer and hotel completely undermined the adults-only, tranquil atmosphere we specifically booked for. The front desk staff argued that all attendees of the music festivals were adults, as defined by the drinking age in Florida, but we sincerely doubt that they would be staying in the hotel (ie why we picked this hotel to avoid the spring break chaos).
We were also unable to use the pool area at all during this time due to the festival activity. Despite this, we were charged a $50 daily fee associated with amenities we could not access. Note - the was waived in the end, and was the only compensation provided.The front desk staff should not have been charging resort fees for guests checking in during the Music Festival. Instead guests had to ask for it to be waived. Front Desk staff were not overall customer service oriented in this regard.
The main waitress at the pool was rude and slow. She ignored the main pool for over an hour and when we asked for a drink she said she would come back to help us. She then proceeded to talk to her friend or a guest for over 20 minutes before getting us drinks. We finally just went to the bar, and 3 drinks cost us $75.00.
Rooms although an innovative art deco theme, need some tender loving care, including paint touch ups throughout. We generously tipped cleaning room staff and were not given any extras or improved cleaning. The walls are PAPER THIN, you can hear every conversation next door.
While we do recognize that the hotel itself is beautiful, the overall experience has fallen well short of what was reasonably expected—particularly given the lack of prior disclosure about the festival and the resulting disruptions.
