Terrible service
Apr 14, 2021 KylieF240
My husband and I stayed at the W South Beach for 5 nights using points. The property and facilities are amazing (free use of bikes and tennis courts), much better than the Ritz down the street where we stayed for 2 nights after. The room, while well decorated, had paper thin walls and the screaming children next door kept us up all night. Service…
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My husband and I stayed at the W South Beach for 5 nights using points. The property and facilities are amazing (free use of bikes and tennis courts), much better than the Ritz down the street where we stayed for 2 nights after. The room, while well decorated, had paper thin walls and the screaming children next door kept us up all night. Service was disappointing for a 5-star hotel and we encountered a number of issues:
1) upon check in, they offered us breakfast or points since we are ambassador elite Bonvoy members. We chose breakfast and the next morning we went down to the main restaurant for breakfast only to be charged. The restaurant told us that the breakfast included only applies to a continental breakfast ordered in the room.
2) nevertheless they did say that there was a 20% discount on F&B for guests. Yet when we came back for lunch and noticed they had left out the 20% discount on the bill, they told us that the discount only applies to breakfast!
3) upon checkout, there was no one to help me with my bags. It was drizzling and as I stepped out of the awning onto the street, my bags fell and I was struggling for a few minutes in the rain. Finally, someone approached but instead of helping me he asked me to move out of the way because I was blocking a parked car.
That said, the pool and beach are great if you don’t mind waiting 5 hours for a chair and people smoking weed around you.
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