Ocean Reserve Condominium — Attraction in Sunny Isles Beach

Marina: PH18 Do not book here. From the very beginning it was all shady. We called the number on the res, where she told us to ONLY text her and that she will come in 2min. We waited for her in the lobby for 10min. The issue isn’t that we had to wait it’s the events following. Once she came, she took us to a small room separated from the front desk. She had a poorly printed out a “contract” with barely legible word which stated I would not request a refund from my bank as it would lead to legal action. She took out her personal POS system and calculator and started doing her “math” for the total we would be paying on our stay. We had planned to stay Saturday Night to Sunday Morning. On the booking website we were said to pay $304 for those night on the very nice multi bed apartment, with a full kitchen and living room. She say parking was $15 per car a day. We had 2 cars. A refundable $150 deposit. On the booking page it states that the refundable $150 deposit would be paid in cash. NOT CARD. Once paying the total of $437.94 for just the stay and parking I was left speechless. Like wow. Ok I guess it made sense if I was going to be staying in such a huge apartment with private parking in a nice area. You’re booking something super nice. She gave me my receipts for the APPROVED PAYMENTS and sent us back to the front desk to get our “bracelets” which are required to enjoy any amenities offered by the hotel. They also gave us our 2 parking passes. She gave us the garage fob and sent us a picture of the layout to get to our garage entrance. She took us upstairs to PENTHOUSE FLOOR. We were so impressed that what we had just paid for was all the way in the PENTHOUSE FLOOR. We got off the elevator and were lead to the mustiest room I had ever seen. It was smaller and dirtier than a cheap motel, this place hasn’t been used in months. All the appliances were unplugged. NO FULL KITCHEN, NO LIVING ROOM. Absolutely disgusting room. I didn’t even know what to say. My boyfriend and I went back out to our cars and moved our cars into the garages. We weren’t parked anywhere near each other. That’s fine. Once we had parked my vehicle we tried to make entry into the building through the garage and we had NOT been given the fob for re-entry into the building. We message the “host” and she said she would have someone come and give us a fob. Minutes later someone did. We stood in disbelief. The door didn’t even have a number. It looked like a storage room with a window in the corner that outlooked the city. Which wasn’t even locked or secured. My boyfriend started messaging the host that this hadn’t been what we had booked and she said we would need to Zelle or CashApp her $100 for a cleaning fee and pay $400 more for a better room. We contacted booking.com customer support. Informed them of the situation and let them know the host was asking us to send her money they told us to NOT send any money. The host insisted that we needed to pay more for our “new room.” As it was more expensive than what we paid for. While on the phone with customer support and they helped the situation. We should have the room that has everything listed. They contacted the host and informed her that if we were not given the room we had originally booked they would issue us a full refund. The host messaged my boyfriend that they had a room available and gave him the information. The new room is what is being promoted on the site. Full apartment, kitchen, living room. That’s not even the end of the first night. At around 10PM we got an email that the host was canceling our stay because the payment method had declined. The money was gone from my account, I have the receipts that state the payment was approved. We contacted customer support again. Waiting for 30 minutes to get a hold of someone. We informed them of the situation and let them know we had receipts with the approved payments. And bank statement stating the payment had been processed. We sent them our receipts via an email link and we are still waiting to hear back from them. This place is...

My experience with the management at this building was terrible.The only positive was the condo I stayed in which was clean, renovated. That said, I want to be very clear in mentioning that I am aware that all condos in this building are individually operated units and therefore no praise for this positive comment goes to the building or its management. When it comes to responsibilities of the management, they failed me as a guest day one of check in, thereby ruining my entire vacation. Starting from the beginning, I came in and checked in at the front desk around 7:30pm, where I was assisted by a lady who gave me my parking pass and gave me 4 bracelets. No instructions were given to me on how get to the parking or where to park.

I left the building completely with the car and came back around 1 am. The first thing I did upon return was come to the valet desk right outside the main entrance of OCEAN RESERVE and asked the man where to go park. I showed him my parking pass, he left from the window of my car and came back with a QR code which he showed my passenger. I asked the valet a second time if he can come with me to show me the spot, to which he responded by pointing to the QR code. So I left, and went to find the parking myself. I tried opening the first gate to the right, which did not open. I then, tried opening the one to the left of that gate. It opened. I waited for the gate to open and I started going up to the 4th floor and parked in 412, as indicated on my decal. (The management has access to cameras all along the property, which can attest to all this happening. However, they do not want to take accountability for their lack of service and mistakes so it is better for them to just ignore me.)

The following day, I go to the garage to find my car has been towed. The first thing I do is go to the front desk at Ocean Reserve and ask them where is my car? I end up getting sent to the neighbour building to speak with their front desk. When speaking with front desk of “building B” they confirm to me that they towed the vehicle because it was parked in one of their spots. After asking further questions, building B explained to me that there is one SHARED parking garage/ entrance for both buildings with DUPLICATE NUMBERS. Something that was not mentioned to me by neither the lady at the check in desk NOR the man at the valet desk when I verbally asked him “can you please help me find my spot”.

In the end, the front desk suggested I speak with management as in his words “the front desk is responsible for helping you find your parking”. I end up speaking to management on 2 separate occasions. The only time they answer an email of mine is when I went in person and directly asked “I sent an email and still have no response”, where they would open the email in front of me. ALSO, in that meeting which was had the day I was leaving, Shikida who was helping me went to speak and explain the situation to the lady at the far back of the room, where I heard her respond “not my problem”. We are separated by a wall, but her door is opened and so I am able to hear her very clearly. (I believe this lady’s name is Trisha (General manager) but cannot confirm, I never spoke with this lady directly.) This goes to show you lack of professionalism of this management. Anyways, in that discussion management (Shikida) asked me to send a second email detailing exactly what happened. I left the management room, sat on the curb and wrote the email right then and there. Email was sent, here we are a week later no response. I sent a follow up email and still no response. (Which they specifically told me by the way “we always answer our emails”) In reality, I ended up leaving my vacation and they know I am not in the area anymore, so they use that to their advantage and do not care to make things right, when they are the reason all this happened in the first place. (240$ later)

• I stay in this area approximately 5-6 times a year. I have never had a worse experience with a...

I made a reservation for this property using booking.com for 3, my wife, daughter and myself, after 2 hours of waiting at the lobby We started calling the numbers on the instructions of our booking and the number belongs to a person name, Martha, who never answered any of my calls. After trying for an hour, I called a second number that appears on my reservation for a person who identifies as a nighttime manager, He never replied my calls either but at least he texted back Saying that Marta was on her way to meet us. After a long wait I sent another text to that same person saying that Marta didn’t show up and he said “oh she’s two minutes away from you” Almost around 5 PM That same person texted me saying that my booking was canceled, of course by that time, we didn’t understand anything and I requested an explanation and he just said your booking is canceled go to booking.com and do a new booking, can you believe it? Now after a while a third person showed up in the lobby looking for me, Her name was Marina and she says that she was the assistant of Marta and of course she replies saying your booking is canceled because we got an issue with the apartment and the air conditioning, Of course I got upset, and I said that I needed to talk to one of the owners or one of the managers of the property and she said to give her a couple minutes which was almost half an hour, after that time Marina came back saying that she had a very small tiny apartment to show me that apartment didn’t have a kitchen, Didn’t have a balcony also smell terrible like cigarettes, and the rate was gonna be the same as the one I was supposed to pay for the original reservation which was fully furnished.

We ended up going to another property, I tried calling booking.com but the wait was too long waiting on the phone for 45 minutes without anybody answer g and just being on hold until next available agent. Please keep away from this kind of property they don’t give you any support at all they actually don’t care about you, we were celebrating a birthday and in our plans was also included to go for the Coldplay concert in Miami but everything ended up pretty upsetting and...