“In July, I had a reservation to stay at this hotel. When checking in and given a key to the room, I notice the room did not have a refrigerator. I went back down to the help desk and was given another room. Still no refrigerator. I needed one for my medication. I was told I had to pay more for a suite with a refrigerator. Since the accommodation could not be made without extra cost on my end for medical purposes, I checked out and called Expedia to cancel. The agreement was made for a full refund. It is now a month later and no refund! I had also called their Customer Care office to file a complaint back then. I called yesterday and was told that the general manager from the hotel states I damaged the toilet and carpet!! I could not believe what I was hearing!! How can I damage something I never used or stayed in??? The customer care person states because of that they could not issue a refund! I am very angry and disappointed that a hotel would lie just to keep the customers money!! Not one night, but the entire week!! Not to mention, I have more than enough proof that I did not stay and booked at a Marriott the same day!!! I will be taking further action!! DO NOT STAY IN THIS HOTEL OR TRUST THEIR STAFF. I’m disgusted and disappointed. Never, Never ever will I book with this hotel!”

“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.”