W South Beach

We are currently staying in a suite on the 17th floor of this hotel, and unfortunately, our experience so far is far below what we would expect from a five-star hotel. The suite has a hallway leading to a living room and then to the main bedroom. However, the hallway and living room are extremely hot, despite the air conditioning running 24/7. Another major inconvenience is the location of the air-conditioning controls. If we want to turn the AC on or off during the night, we have to get out of bed, leave the main bedroom, and walk through the hallway to reach the control panel. This is extremely inconvenient and certainly not what we would expect from a five-star property. Regarding breakfast, we are particularly disappointed by the attitude of the staff and the complete lack of communication. We are two adults traveling with our four-year-old daughter. Breakfast is included with our room, and this morning we ordered three savory dishes (eggs) and one pancake dish. At the end of breakfast, a staff member told us that we had to pay separately for the pancakes because they were not included. She also informed us that our four-year-old daughter was not entitled to breakfast, as the included breakfast was apparently only for two people rather than three. None of this was explained to us at check-in or when we arrived for breakfast. Had these conditions been clearly communicated from the beginning, there would have been no issue. Instead, we were informed only after we had already ordered and eaten, which we found both unprofessional and disrespectful. In addition, on our first day, we had to call reception three times and even go downstairs and back upstairs to ask about an extra bed that was taking a very long time to arrive. It appeared that the staff were simply not communicating with one another. The room itself is also missing many basic amenities that we would normally expect from a five-star hotel. There are no cotton swabs or cotton pads, the body lotion dispenser is almost empty, there is only one hand soap in the bathroom, and there are no slippers. The rugs next to the bed are also dirty and leave our feet dirty after walking on them. When I tried to lift one of the rugs to see whether I could remove it, I discovered that the underside was extremely dirty as well. We are currently still staying at the hotel, but we are already very disappointed with our experience, particularly with the service and attitude at breakfast, the poor communication among the staff, the lack of basic amenities, and the overall condition and comfort of the suite. Finally, we booked our stay through a travel agency, which had already paid for our accommodation in full. We were therefore extremely surprised to discover that the hotel had also charged the full amount of our stay — approximately USD 4,000 — to my husband’s credit card, even though the reservation had already been fully paid for. When we raised the issue with the hotel, the staff apologized and informed us that the amount would be refunded/released within a maximum of 10 days. However, we are currently on vacation in the United States, and having approximately USD 4,000 unexpectedly taken from or blocked on my husband’s account has a significant impact on our travel budget, our plans, and our financial organization during our stay. An error involving such a substantial amount is extremely inconvenient and unacceptable, particularly for a hotel of this category. So far, this experience does not meet the standards we expect from a five-star hotel, and based on our experience, I cannot recommend this property.

We booked a corner suite oceanfront, on the high floor with late check out, as we're Gold members at Marriott. Our room was nice, but had large old barely working tv's, hard pillows (but that's a preference) and toilet that barely flushed but used the force of a jet to push the water in the first few seconds only to have it come back up. We were placed on a lower floor (could barely see the beachfront), and had to check out at regular time (manager actually said: we don't care that you're a gold member, check out is at 11am. We paid for late check out at 2pm). No one cleaned our room during our stay, so we had trash piling up in the kitchen, ran out of toilet paper, wet towels that didn't dry fast enough unless we put them on the balcony (and risk them blowing away). We came to this hotel celebrating our wedding anniversary. I asked the front desk if they had anything special that could be arranged and instead of coming up with anything special (they have a spa & restaurant etc) he could've sold me anything, he only said: oh we can send complementary amenities (aka soap, toothbrush and toilet paper refill) to your room. Which they didn't. Because no one came to our room, until we had to check out. Very disappointing for the price + resort fees, especially when the experience resulted to a basic 3star hotel service and room. We will never go here again.

My time off is here 😌

⭐ W MIAMI – A VERY DISAPPOINTING EXPERIENCE We stayed at W Miami expecting a luxurious and high-end experience, but unfortunately, our stay was extremely disappointing. We arrived at the hotel very late at night. When we got there, there were police cars outside and a large crowd of people, which was quite unexpected and made for an uncomfortable first impression. When we entered the lobby, there was an extremely strong and unpleasant smell. Then we went up to our room, expecting the level of cleanliness and luxury you would normally associate with a W Hotel. Unfortunately, the room was far from what we expected. The bathroom was not properly cleaned and there were hairs left inside. Even worse, the furniture on our balcony had visible mold on it. For a hotel positioned at this level, we found this completely unacceptable. Later, we went to the hotel restaurant downstairs, hoping for a better experience. Unfortunately, the seating there was also extremely dirty. At that point, we literally found ourselves praying that we wouldn’t pick up any germs during our stay. The biggest disappointment was the difference between what you expect from the W brand and what we actually experienced. A luxury hotel should make its guests feel comfortable, clean, and well cared for. Unfortunately, during our stay at W Miami, we did not feel any of those things. For the price and reputation of this hotel, we expected a completely different standard of cleanliness and maintenance. Unfortunately, based on our experience, I would not stay here again.

This is a real 5 star hotel. You literally get what you pay for. Atmosphere, rooms, service, food and breakfast, all perfect in a family friendly environment, without the unnecessary disturbances of south beach. All of these inside an elegant environment just a few minutes from Brickell and downtown.

Do not book this hotel. I repeat do not. They are closing. Hilton is taking it over is what we're being told. The nicer rooms the upgrade rooms are already being stripped is what we were told it appears that the bar is not ordering their normal drink I am a big fan of Tito's vodka the number one liquor sold in the United States of America and they don't have it. I love the W. This is the third or fourth time. I've stayed in this year. That said it's very disappointing we did not know we are trying to celebrate my wife's birthday and this is what we get. My understanding is that the hotel is half staff there was nobody outside to greet and bring us in our baggage very very very disappointed in Marriott and Bonvoy.

This hotel is immaculate, and the staff is truly incredible

I had a trip to the beach and completely neglected how hot it would be . I didn’t bring any cold drinks. Jeffery, the manager, was incredibly kind and looked out for me and my friend. He went above and beyond by providing me with more than enough ice to keep my drinks and me cool in the scorching heat. He even went out of his way to help us, and I was not even a member of the hotel at the time. Thank you, Jeffery, for saving the day and showing such generosity and kindness. We truly need more customer service like yours. I forgot the other workers name that was assisting …he was ok, a bit glued to his phone for someone on the job while I was trying to make small talk. But nonetheless great service all around!