Kimpton EPIC Hotel

I had a very good stay overall, and I’m giving the hotel 4 out of 5 stars. The reason it isn’t 5 stars comes down mainly to communication and follow-through from the front desk, which also handles the hotel’s text messaging service. At the same time, the reason it isn’t 3 out of 5 is because of the way Rebecca P. in Guest Services handled everything at checkout. I received some misinformation regarding the breakfast benefit, and on the morning I was checking out, I texted asking if they could send me my final bill. I was told, “Sure! Right away,” but when I didn’t receive it, I followed up and never heard back. The bill eventually arrived about two hours later, after I had already checked out. Because I still needed to review my bill, I went down to the front desk. It was very busy, and I ended up being helped by Rebecca P. in Guest Services. As I was checking out, Rebecca asked how my stay had been. I mentioned a minor spa issue caused by a glitch in the hotel’s new system. I also explained that, at check-in, I hadn’t been told the Chase breakfast benefit was limited to a $60 credit, while my Diamond benefit offered a more generous option. As a result, I paid a little extra on the first morning. I wasn’t expecting anything and would have simply checked out having paid the difference. However, Rebecca seemed genuinely interested in hearing about my stay, which made it easy to share these details—something I probably wouldn’t have mentioned otherwise. She listened carefully, explained that the benefits should have been communicated properly at check-in, and took the initiative to resolve the discrepancy. By the time I left, I had completely forgotten about the spa issue and the frustration I had experienced earlier that morning. That is what good service is all about. Things don’t always go perfectly, but when someone listens, shows genuine kindness, and takes action, it can completely change how you remember an experience. Kudos to Rebecca P. in Guest Services. She left a very positive impression and is a wonderful example of excellent hospitality.

This was our first time visiting Miami, and my wife had carefully planned our trip and hotel stay. Unfortunately, due to what we experienced as a severe lack of professionalism and negligence from the hotel staff, what was supposed to be a quick getaway turned into a nightmare. We arrived with fairly high expectations, only to be greeted by an unpleasant experience right from the start. Before we had even presented our IDs, the gentleman at the front desk, Luke or Luka or whatever his name was.. the name rude agent that seems a better fit.. immediately informed us that “no rooms were ready.” Considering we paid close to $1,000 for a four night stay, a simple greeting such as “Hello, how are you?” would have been the bare minimum of hospitality. To make matters worse, the same front desk employee overall appearance and presentation did not reflect the standards one would expect from a hotel of this caliber. He appeared unkempt, and his behavior gave us the impression that he might have been hungover or otherwise unwell. While we cannot make assumptions about his condition, his overall demeanor was certainly concerning. When we were eventually checked in by the same rude employee, the experience was just as disappointing. There was absolutely no effort to make us feel welcome, no acknowledgment of our loyalty status, and no proper explanation of the hotel's amenities or services. When we asked about breakfast, the only response we received was, “At the restaurant.” Dude Which restaurant??? What floor??? No further information was provided. When we asked about parking, the response was essentially, “Over there,” accompanied by a vague pointing gesture. 👉 For a hotel charging over $1,000 for a four-night stay, we expected a basic level of professionalism, courtesy, and hospitality. Instead, we were left feeling completely unwelcome from the moment we arrived. After we had finally settled in, following the struggle of figuring out the parking situation ON MY OWN!!!! I realized I had forgotten my key cards. I approached the front desk and ONCE AGAIN was assisted by the same gentleman, only to be told that he could not grant me access to my room because my name was not listed under the reservation………….. ??????????????????????????? Mind you, we had checked in with this very same employee less than 45 minutes earlier NOT EVEN AN HOUR MAYBE 50 min. He had personally collected our IDs.. How is it possible that, in such a short period of time, our information was apparently not properly recorded or retained? This level of disorganization is simply unacceptable, particularly for a hotel where guests expect basic professionalism and efficiency.

Nice hotel centrally located in dow town Miami. Close walk to Brickell neighborhood, water front, lots of good shopping and restaurants. The hotel itself is nice enough, it would be nice if they had a cafe as I went across the street to the Marriot for daily coffee. Also, the elevators were horrendously slow, likely due to maintenance but made it very difficult to get from floor to floor. The staff is warm and friendly, from the door greeter and front desk to room service, all very polite and helpful. Pool and gym are adequate and well maintained. All in all, I would recommend a stay at the Epic Plimpton for your stay in downtown Miami.

Siusmely was the person who attended my room and was fantastic. Very good service to the room.

First time. Beautiful hotel.

A special thank you to Alejandra at reception for being so warm, kind, and genuinely helpful. She went above and beyond to make us feel welcome and taken care of. Her lovely attitude truly made a difference in our stay. Thank you, Alejandra!

Fantastic hotel. Great location. All the staff were very attentive and personable. Domenica so pleasant to interact with went above and beyond to find us the most amazing room. Tatiana also was very prompt to follow up after check-in. Great place for conference and hanging out at the pools. The location proximal to everything! Highly recommend!

We absolutely loved our stay here! The location was perfect, and we had a suite for the weekend that made our stay even more enjoyable. Everything was great from check-in to check-out. The service was excellent, especially room service. The staff was always on top of everything and made sure we had everything we needed in our room, from breakfast and drinks to anything else we requested. The pool area was also super clean and well maintained, and the service there was just as great. Overall, we had a wonderful experience and felt very well taken care of throughout our entire stay. We would definitely stay here again!

Small, dirty room. We found a dead lizard in the bathroom. They charged us for the amenities despite them being closed our entire stay. They also charged us for a movie we supposedly rented the morning we checked out (we didn’t). I won’t be back. There are plenty of good options for hotels in Miami. This isn’t one of them