W South Beach

DO NOT BOOK HERE unless it’s your absolute last resort. I stayed 3 nights for my birthday and paid $2,500+ for the penthouse suite. Also, I never got my deposit back! Unfortunately, the room was filthy, there were spider webs and bugs in the corners, and the sink was stopped up when we arrived. Also, things that were included weren’t available during our stay which we pay for, so I felt shorten . For the price, this was nowhere near the experience I expected. If I can save anyone time and money, please consider staying somewhere else.

This was our third stay at Boulan, we really love the location. We stayed in a one bedroom with balcony and it was nice. The balcony faced the park so we could still see the water. I received an email offering an early check in so I said yes I want an early check in. I arrived and explained the situation to the male employee behind the desk. He did not care at all that my room was not going to be ready. It was so frustrating that the early check in I had been offered by Boulan was not going to be honored. I then spoke to Kay. What an asset she is to Boulan. She listened to my situation, showed empathy and did whatever she did that still allowed us in early. When we would leave and return we were greeted with a smile and a hello. I really can’t say enough about how she saved my faith in Boulan.

We stayed three nights, 21st-24th August, as a family of five, booking a two-bedroom suite for just over $2,000 excluding breakfast. We were comfortable with the price - less so with what we got for it. On arrival our suite wasn't available; the air conditioning had failed. Instead we were split across two separate rooms for the first night, our three teenagers in one and us in the other - the exact arrangement we had paid extra to avoid. Being told it was "basically the same" didn't sit well, and it meant repacking everything the next day and not having access to a room most of that day whilst we were moved. No compensation was offered at the time. It also caused a problem at the private beach club included in the rate, as the two rooms carried a smaller chair allocation, which took the best part of 20 minutes to resolve. When I raised it back at the hotel, the manager said she had already told us to quote a different room number. Neither my partner nor I recall that, and the response to us saying so was "well, I did tell you", followed by it being the beach company's problem rather than the hotel's. That's my main complaint: not the faults themselves, but the lack of ownership or any real attempt to make things right. Things break in hotels - we said as much at the time. But the replies we got were "it's not our fault" and "if the air conditioning breaks, we can't help it", and when I explained we simply weren't getting what we'd booked, the answer was that she was sorry but there was nothing she could do. After some pushing we were given breakfast (for one day only), a reduced resort fee (again one day only), plus a bottle of prosecco. That was the extent of it. To be fair where it's due: the suite, once we had it, was a good size and well laid out. When the air conditioning failed again on our last night, maintenance did come out and fix it - though the room took long enough to cool down that sleeping in the August heat was still difficult. The pool staff were friendly throughout and one of the front desk team was genuinely helpful. The building does shows its age in a few places — the pool decking, some of the loungers, decor that needs a refresh in places, the jacuzzi that looks like it's been out of action for a while... All small things that on their own aren't worth mentioning, but it left a similar impression to the service: a few things slipping through the cracks. Two stars. The location is excellent and the suite was good, but at this price we expected someone to take responsibility when it went wrong, and nobody did.

Boulan is in the perfect location for exploring, but the service is what really sets it apart. As a couple traveling together, we were so grateful for Ana María, the Recreational Manager. She went out of her way to recommend great plans and curated an outstanding Everglades tour tailored just for us. Everyday at the pool, her hospitality was constant, spoiling us with fresh fruit, shots, and amazing care. Ana María brings a vibrant, uplifting energy that boosts the experience of everyone around her! We enjoy also the cocktails at the rooftop bar 🍻

Location was great but we had a very poor experience. We deliberately chose this hotel for the 2 bed suite as we are a family of 2 adults and 3 older teens so finding the right set up in Miami was tricky. When we arrived however we were told there was a problem with our room so we're put into 2 separate rooms for one night (the very thing we had wanted to avoid) and then had to pack up and move into the 2 bed suite the following night. It really spoilt our first night and morning in Miami. It also caused problems getting the right number of beds on the beach as it was a different room and different allocation and it took a while to sort out. All just extra unnecessary stress. We asked for some compensation and we offered 1 night resort fee free (I heard the manager tell the receptionist "just one night") This was $50 off a $2,000 3 night stay!!! We pushed for more and got a free breakfast - again just 1 - and a bottle of prosecco. The main issue was the apathy of the manager. She acted like we were being a nuisance and told us it's not her fault the A/C broke. Agreed and not the issue we had, but surely hotels should try to make things right for the customers and make a bit of effort when things go wrong. Well not at this hotel. The guy on the front desk was genuinely quite helpful though, the manager less so. Our A/C broke on our final night also and this was rectified fairly quickly. The pool lift also broke down on day 2 - not an issue for us but just another sign that the hotel needs some attention. On a positive, the pool area was nice and we liked the pool bar and pool staff. The breakfast in the restaurant was tasty but service was not very good. The hotel could do with a bit of TLC but the 2 bed suite when we finally got it was a good room. Again needs a bit of maintenance but had we had this room from the start my review would have been higher. I would not stay here again which is a shame given it's location but the customer service and need for better maintenance would put me off. Really disappointed with the amount of money we spent for a product the hotel couldn't offer us and were unwilling to compensate for.

Pitiful service, you have to wait 20 minutes to get a clean table. Minimal room cleaning Avoid

Enjoyed my stay at Boulan South Beach it was clean and friendly staff at the front desk. When I checked in my room Was upgraded at no additional cost to a Penthouse. When I checked out Kay made sure everything was smooth and made sure my stay was amazing.

The Boulan South Beach is a fabulous place to stay. The location to the beach is so convenient. The staff at the front desk are so helpful and friendly.

All the staff were wonderful, especially José, who was very helpful.

The staff was all very helpful and showed a lot of hospitality.The gentleman at the front desk the manager, the maintenance guy, the bellsman they was helpful my whole stay only encounter was one interaction over at the orange blossom restaurant the bartender rejected me because of a shirt that I had on which was almost similar to the same size shirt the previous day when I went in that confused me I just didn't return but overall I love this hotel.