W South Beach

The W South Beach was absolutely incredible!! The ASSOCIATES at this hotel and ALL outlets are AMAZING! The location is wonderful with spectacular views of the ocean, beach front access is priceless along with the accommodations and service on the beach! Eddie Vega serviced us ion the beach with our chairs, towels and constant attention with a special treat! Thank you Eddie! Tatiana was our server on the beach for the restaurant WET/Sand She did not miss a beat in making sure we were cared for! But let’s talk about our checkin experience!! Rebecca at the front desk checked us in and was THE BEST! She welcomed us with her kindness, great smile and exceptional service getting us a wonderful suite with a great view and sent a special birthday surprise treat! The manager at WET Restaurant helped us get a table and call the bell stand for our luggage until our room was ready. Rikki at the concierge was so wonderful helping us too!! I can’t compliment this hotel enough. We can’t wait to come back!! Christopher and I sincerely thank each one of you at this fabulous hotel! We truly didn’t want to leave. Take care all! Barbara and Christopher Read less

Nice hotel but has a serious problem with huge Cockroaches! ** Trip advisor wouldn’t let us post a video so see pics below! I have stayed at multiple W’s all over the World as they always thrive for the best customer experience. They have always been my first choice. However, after my visit to the W South Beach I will look elsewhere in the future. Again, I will state that it is a very nice hotel overall but having Cockroaches in a hotel of the W’s calibre is unacceptable - As is the managements skills in service recovery here. We stayed in the Mega bi-level suite which has two floors. Upon our stay, we spotted a gigantic cockroach crawl into the room from the hallway and it ran into the bathroom. This was no small cockroach this was a gigantic one. We were shocked to the core as this had to be the biggest cockroach we had ever seen. I immediately grabbed a towel and threw it on top of it and slammed the bathroom door. ** Video Attached *** What was even worse about this incident is how the Hotel dealt with it. I immediately called down and Manny answered the phone, who I later found out was the Manager for housekeeping. I told him about the problem and he said he would have someone up right away to handle it from the Instyle Team. 25 minutes go by and no one came by, no phone call or anything. I then proceeded to call down again and he confirmed that someone was on there way now. Another 20 minutes goes by and still nothing! I called back for the 3rd time after waiting 45 minutes and Manny said they will “take care of it when they get to it.” I was very upset, he was treating this situation like it was normal to be spending thousands of dollars per night at their hotel while Cockroaches just ran around our room, belongings, clothes and even bed! This is when I realized this has happened plenty of times before, I’m certain we are not the only people who’ve seen these inside their room. I told him this is the 3rd time I’m calling about this and for 45 minutes you’ve been saying someone is coming and no one has showed up. He then asked me if he could change my room instead of me waiting for someone from the Instyle Team to come deal with the matter. I said fine but he had the audacity to tell me the only room he can give me was a downgrade from the suite we were currently in. I immediately refused! Why would you offer someone a downgrade when there are roaches crawling all over their room? I knew from then on Manny simply was lacking any customer service skills, didn’t want to deal with this matter at all and wanted me off the phone. I explained to him I’m not accepting a downgrade at all and need to speak with another Manager. He told me he would have another Manager call me. I waited 15 minutes and no one called. So I took it upon myself after waiting an hour and went to the Front Desk since they didn’t seem to care about their guests staying in a room with massive cockroaches - a +$1K room may I add. Once I got their I spoke with another Manager who was more screwed on and was even the first to apologise for the matter, but all she could offer was a room change a few doors down from our current room and a $250 credit for food. How is that in any way a remedy to this situation? If you’ve stayed at a W Hotel then you know a $250 food credit is 1 meal for 2 people! I even reached out to our VIP coordinator Bradley to tell him about the situation and all he replied back in my email was “sorry”. Reconfirming these people here have the worst customer service skills and will not offer you what you are deserved after dealing with the craziest situations. Do not stay here! They do not treat guests with respect, if there’s an issue you literally have to take matters into your own hand and walk to the front desk and ask for a manger and even then it’s not enough. They have massive cockroaches and when you call to inform them they do not care at all and make it seem like you’re supposed to stay in a room while these cockroaches crawl over everything you own! They treat you poorly and couldn’t care less after you’ve spent thousands of dollars. Very disappointed in this stay at the W. Read less

My husband and I spent two nights here in early October. Hotel is high end and very luxurious. Room was huge with plenty of storage, a small kitchenette and large bathroom big enough for two to get ready at the same time. Awesome views of South Beach. Drinks could be stronger for the price charged. Food at the beach bar was good. Service was outstanding. Read less

Second time staying here and we both enjoyed the experience overall. Staff are great and totally attentive to guest needs. However, although very comfortable, the rooms are fast needing refurbishment, looking and feeling worn and dated. Certainly not worth the prices currently quoted. Also, and I know it's generally normal practice in Miami, I really find it offensive that one has to pay a 'resort fee', particularly that you've already paid a high price for a room in a supposedly five star hotel who's facilities should be inclusive. Read less