“Stay here if you like rude customer service representatives and nasty rooms. Long story, Okay my parents come in to check in keep in mind this is not a motel or a $80 hotel this puppy costs $200+ a night. We start talking to the front desk guy Carlos and we had a little bag of food that we wanted to refrigerate. We assumed hey there’s probably a little fridge, but for some reason we thought let’s ask. Carlos was not very nice he gave us a bit of an attitude and was very adamant that most hotels do not have small fridges in their room. I thought we’ll it must be his first day here there’s probably a small fridge. I’ve been in some pretty bad hotels and motels like very much cheaper and I have never heard of that. Either way, no need to get feisty over mini fridges in hotels, but okay. He asks for a card and we were just okay to put a hold right? He kinda responds like we were dumb for assuming that and is like no this is in case you break anything. Okay… we brush it off, bad night for him, no big deal. Then we get to the room. The room. Awful. You would think we paid max $100 for the room. Unfortunately I was not there to help my parents reserve because there are much much better hotels anywhere in Miami. The bed was very small enough to hold two small children or barely one large adult… it was reserved for two people. That was not a queen, but a full if that. The carpet was VERY dirty, the shower handle was not even connected to the wall. Forget the lack of a fridge and the bad customer service, the room probably one of the worst i could’ve imagined. The whole thing was just very bad. We tried to talk to Carlos about the lack of room on the bed for two people, but he did everything but help. First when they raised their concerns he flat out said “that’s not my problem” and left. Then hotels.com called and he did not pick up the phone until there were almost no more rings left, he just let it ring. Then he denied that anything was wrong to the representative. Then he said he couldn’t do anything that it had to be the manager and there was no manager on duty. Later after some time pressing, he called the manager on duty. Then my parents asked for the managers number, he flat out said no I’m not giving you any form of contacting my manager…. I don’t what’s worse the room or the customer service.”

“Do yourself a favor and never stay here, and don’t use Booking either. As soon as I checked in and went to my room, the room was dirty. I’m talking stains on the carpet, the door frames looked disgusting and like they had mold and one of the rooms they gave me smelled like mildew, which was a huge concern not just because it is mildew but also because my dad recently had pneumonia. We asked to check out and get a refund but that’s when the nightmare started. The communication between the hotel and Booking is almost non-existent. I spent my whole vacation going back and forth between the hotel and Booking. Hotel said it was fine to check out early and get the refund, Booking said they couldn’t get into contact with the hotel and therefore could not go forward with the refund. We literally gave our keys the next morning after checking in, meaning I had checked out and could not access the rooms, and I was fine with paying for the first night, yet neither the hotel nor Booking issued a refund. Three days later they finally did it but charged me for 3 nights on two rooms! I complained and they said the best they could do was refund me another night for both rooms, so charge me for 2 rooms for 2 nights. I was so done with the situation that I said okay. Turns out they later only refunded me for one room one night and when I complained, they said that that was it and they could do nothing further. They still owe me one night! What a freaking joke. If I could give -5 starts, I would. I have never in my life had such a bad experience. Thank you for ruining my vacation and the week afterwards as well.”