Sole Miami A Noble House Resort

Dear [Hotel Management], I am writing to express my extreme dissatisfaction with my recent stay at Solé Miami, A Noble House Resort. I experienced a series of unacceptable incidents that not only disrupted my peace of mind but also compromised my safety as a guest at your hotel. Upon check-in, there was a clear mishap that resulted in my room card being overridden, allowing someone to enter my room at 11:30 PM while I was asleep. To add to the distress, I received a call from reception shortly after the couple left, informing me that I was in the wrong room. This incident alone raises serious concerns about the security measures in place at your establishment. In the morning, I visited the front desk to address this alarming situation. However, I was met with indifference and a lack of clarity from the staff, who claimed to be unsure about what had happened. I was told to return at 9:00 AM when the manager (?Juan) would be available. When I finally met with the manager, they expressed remorse for the incidents and offered compensation in the form of waived room fees and breakfast. While this gesture is appreciated, it does not address the core issue of why such a breach of safety occurred in the first place. I was seeking a thorough explanation and reassurances that steps would be taken to prevent such incidents from happening again. To my dismay, upon check-out, the fees that were promised to be waived were still present on my bill. The staff (one individual - Herman - extremely rude and unpleasant ) showed no remorse and continued to evade any responsibility for the miscommunication and chaos caused by their front desk team. (For those who do not know, there is a $45 charge per day, per room, you get $10 per day which is taken off any food/beverages at the end of your trip) As a guest, I expected a safe and comfortable stay at Solé Miami, A Noble House Resort. However, my experience has left me deeply disappointed and concerned about the overall management and professionalism at your establishment. I kindly request that you address the following issues: 1. Provide a detailed explanation of how such a serious security breach occurred, including the steps taken to prevent it from happening again in the future. 2. Take responsibility for the miscommunication and chaos caused by your front desk staff, and ensure appropriate measures are put in place to improve their training and customer service skills. 3. Review the billing discrepancies and rectify the situation by ensuring the promised compensation is applied to my final bill. I trust that you will take my concerns seriously and address them promptly. I hope that necessary steps will be taken to prevent any future incidents that compromise the safety and satisfaction of your guests. I look forward to your prompt response and a resolution to these issues. Read less