SERENA Hotel Aventura Miami, Tapestry Collection by Hilton — Attraction in Aventura

This hotel has been disappointing. The check in experience was great and I really appreciated Huntley's hospitality. The room is nice on the surface but seems to have been poorly constructed and designed: door between the living room and bedroom has been removed (the track it rolled on is still in place), luckily I was not planning on having that privacy but it would be bad for families/ etc who needed it while there is a dining room table, there isn't really a desk/ work space. I had to laptop into the nearest outlet in the kitchen and drape it over the countertop the window is disappointingly small for a hotel focused on views several doors were somehow out of alignment and needed extra help to close properly, including 1) wardrobe 2) kitchen cupboard 3) shower 4) and most importantly, the door to the room itself, which is a major safety concern in any building, especially since there didn't seem to be any restriction on elevator access to the different floors. Every single time I had to push/ pull the door closed behind me for it to latch/lock. There also seems to have been a failure to plan for the fact that doors would swing open because there were visible repairs and awkward braces/pads behind the bathroom and shower doors. the lighting was mostly good except for 1) the lack of a desk/ task lamp, 2) I never did figure out how to turn on the light above the couch and 3) the bedside lights were all-or-nothing, both sides, no dimmer, filling the whole room, but there were at least switches on both sides. the room included a kitchenette but there was no soap or detergent if you needed to clean dishes. the coffee maker kit was originally furnished with only (ambiguous labeled) decaf there was an ice bucket provided by no ice machine on the floor, I saw people asking to have their bucket filled at the restaurant/ bar the app indicated the lighting and climate could be controlled from my phone, which proved not to be true (tvs could be controlled that way, but there are also those remotes)

Otherwise the room was well cleaned and stocked and the bed was comfortable. There also weren't any issues with noise inside the room.

The pool and restaurant area are nice but the restaurant is a typical hotel restaurant except even less adventurous when seasoning/ flavor than most. There is also an evening social with a little bit of free wine.

As others have mentioned, if you're interested in doing, anything you'll need to drive. The area is developing quickly but right now there isn't a lot going on

I'll be coming back to the Miami Gardens area soon but I don't think I'll be staying at...

This hotel is not doing enough to ensure a safe, clean, and disinfected environment for guests. We had to switch rooms to 3 different rooms because the cleaning needed was not minor in the first room, and I would not trust that the second room would actually get cleaned based on what we found. When we walked into the room that had the SEAL OF CLEAN on the door which is supposed to give the impression the room had been sanitized and thoroughly cleaned with Lysol products, the first room had large stains and food droppings that could be picked up on the carpet and the second room they tried to switch us to had a pair of someone’s socks in between the cushion of the couch! Not underneath the cushion, in plain sight!! Meaning, the cleaning person should have seen that. If we walked right in and saw it and if they didn’t see that, there is NO WAY they sanitized the room! The bathroom had hair on the sink, floor, and shower. Again, not sanitized at all. For the maintenance piece, our first room had a leak under the sink which we reported when we asked to switch rooms. The front desk asked us to let her know when we would be out of our room so she could send someone to fix it. We went to check the second room before moving our things to ensure it was clean which it was not as mentioned above. By the time we went to move our items to the third room, we were alarmed to find maintenance in our room with our personal items out fixing the sink. We were told they would not come until we left the room. Not sure why there was a rush since they would have to clean (hopefully) the first room anyway. The third room was much better, but again, not sure why a hotel only 20 days old was in such poor condition starting out. We also went to the gym before breakfast to check out the amenities and noticed there were no clean towels, only the bin filled with used towels. About 3 hours later, we returned to the gym and there were still no clean towels. I left the gym to ask someone for towels, he returned with 2 pool towels. There were four of us there. About 45 minutes later, someone arrived to replenish the clean towels and remove the dirty towel bin. The second day at the gym, there was a guest there that was very sweaty and did not clean up after himself, however, there were no sanitizing products in the gym available to wipe down the machines or mats which is scary considering we are still dealing with pandemic affects. The hotel is new and has nice atmosphere and amenities, but the cleanliness really needs to be addressed...

I stayed at the hotel Aug 1st through Aug 4th. The A/C in my room was not working at all. So I try to use the phone to call the front desk to ask for maintenance to fix the A/C in my unit. The phone was not working a all as well. So I had to head down to front to ask for maintenance and tell them about the phone not work as well. The front desk employee told that they know the phone are not working correctly and alot of the times they can not call up to the rooms so they will call your cell phone. I was like what, ok that is crazy. So maintenance came into my and half fixed the problem, he said give it time to start working correctly I said okthank you. The next day I wake up it's still hot in my room and the temperature is still going up in my. So again I to walk down to the front desk to ask for maintenance again because I can not call because the phones are not working. So maintenance comes back to my to fix my A/C again. He says again give it time to start working correctly. I say ok again. I leave come back around about an hour before midnight that same day and it still hot in my room, so again I head down to the front to ask for maintenance. The front desk clerk said she will find me another room now it's a little after midnight day number 3 of this. So now I have to move my stuff into anothe room I'm tired, and sleepy at this point I'm ok let's do it. You would think something like this you hear from the hotel manager nope that did not happen. So when I finally checked out and get home. I call hilton customer relation to make a complaint to look for a resolution to my inconvenience on this hotel stay. They leave a message for the hotel manager to call me with my name and phone attached to a voice and email they sent that hotel manager the was Monday August 5th since then I called four more times to hilton customer relation services, and each time they have called the hotel and asked to speak with hotel manager and everytime they are giving the run around each time they also leave my name and phone number each time as well. It is now Thursday August 8th 2024 and still no response from the hotel manager. At this point I feel that manager does not care about customer satisfaction, customer service, customer care, customer retention, customer appreciation. I feel disappointed, dissatisfied, disheartened, and neglected by the lack of care from the hotel manager. Personally I think that manager needs to be...