Biltmore Hotel Miami Coral Gables — Hotel in Coral Gables

We wanted to love The Biltmore Hotel at Coral Gables. With its beautiful architecture, lovely well appointed lobby and its deep history. We arrived on a Saturday for our seven night stay. We were able to check in early, given an upgraded room with wonderful large windows and an exceptional view of the pool and property. We were greeted by a bathtub of leftover pubic hairs and a shower head that was encrusted with hard water. That was something we were willing to let go, I rinsed out the tub and we were on our way. When you stay somewhere for seven nights you definitely get the full experience of a property. The inconsistencies of the staff, service and hospitality was unforgivable and frustrating. |Housekeeping - Everyday was different, sometimes we were given more toiletries sometimes we were not, sometimes the throw pillows were on the bed, sometimes they were left stacked on the floor, there were dirty cups left in the room and we were almost never left enough coffee supplies. I left a note asking for the supplies to be restocked. Sometimes we were given a handful and other times we were not stocked at all. There was also no mini bar/Refrigerator in the room which is very inconvenient when it is a long stay. |The Food - We ate at all of the restaurants and the Cellar Club throughout our stay. The food was sadly inconsistent as well. We had some fantastic Ravioli with a Caesar salad that was a highlight, we also had the worst Charcuterie board, it was sparse and a bit warm served without crackers or bread. We waited for forty minutes for breakfast one morning (We could not get the attention of the waitstaff) to realize that there had been a misunderstanding on the order, once we did get breakfast it was awful. (We did get a discount on that meal) |The waitstaff - We did have some good servers that deserved the included 20 percent gratuity. There was one server that we had in the evenings at The Cellar Club that could never get our order right, was not attentive to the customers, that would complain to the other staff about not getting extra tips for her service. If i could take back the 20 percent added gratuity for her very poor service i would have. |The Spa - I went in to make a reservation for a massage and there was some sort of confusion at the front desk. The employees arguing among themselves. I was finally acknowledged and made my reservation for the next morning. |I arrived for my appointment 30 minutes early and was told that my reservation was not in the system. I gave the employee all the information that he had asked for and still no reservation. He offered me an appointment later that afternoon which i declined. Back in the room, the phone rings and the spa is calling wondering where I am, I am late for my massage. Another misunderstanding. |In conclusion - My husband did speak to an assistant manager that seemed concerned and gave him the necessary apologies. We were also given a credit for the Spa at our next visit and sent an email of apology. Unfortunately, our trip was already ruined. We had spent an exorbitant amount of money for this vacation hoping to enjoy everything The Biltmore had to offer. Sadly, it was not the experience we were hoping for or the service that we expected from a luxury hotel. There was so much more that I could have written here. Different people will have different experiences and have different opinions. This was our experience at The Biltmore and we will...

We wanted to love The Biltmore Hotel at Coral Gables. With its beautiful architecture, lovely well appointed lobby and its deep history. We arrived on a Saturday for our seven night stay. We were able to check in early, given an upgraded room with wonderful large windows and an exceptional view of the pool and property. We were greeted by a bathtub of leftover pubic hairs and a shower head that was encrusted with hard water. That was something we were willing to let go, I rinsed out the tub and we were on our way. When you stay somewhere for seven nights you definitely get the full experience of a property. The inconsistencies of the staff, service and hospitality was unforgivable and frustrating. Housekeeping - Everyday was different, sometimes we were given more toiletries sometimes we were not, sometimes the throw pillows were on the bed, sometimes they were left stacked on the floor, there were dirty cups left in the room and we were almost never left enough coffee supplies. I left a note asking for the supplies to be restocked. Sometimes we were given a handful and other times we were not stocked at all. There was also no mini bar/Refrigerator in the room which is very inconvenient when it is a long stay. The Food - We ate at all of the restaurants and the Cellar Club throughout our stay. The food was sadly inconsistent as well. We had some fantastic Ravioli with a Caesar salad that was a highlight, we also had the worst Charcuterie board, it was sparse and a bit warm served without crackers or bread. We waited for forty minutes for breakfast one morning (We could not get the attention of the waitstaff) to realize that there had been a misunderstanding on the order, once we did get breakfast it was awful. (We did get a discount on that meal) The waitstaff - We did have some good servers that deserved the included 20 percent gratuity. There was one server that we had in the evenings at The Cellar Club that could never get our order right, was not attentive to the customers, that would complain to the other staff about not getting extra tips for her service. If i could take back the 20 percent added gratuity for her very poor service i would have. The Spa - I went in to make a reservation for a massage and there was some sort of confusion at the front desk. The employees arguing among themselves. I was finally acknowledged and made my reservation for the next morning. I arrived for my appointment 30 minutes early and was told that my reservation was not in the system. I gave the employee all the information that he had asked for and still no reservation. He offered me an appointment later that afternoon which i declined. Back in the room, the phone rings and the spa is calling wondering where I am, I am late for my massage. Another misunderstanding. In conclusion - My husband did speak to an assistant manager that seemed concerned and gave him the necessary apologies. We were also given a credit for the Spa at our next visit and sent an email of apology. Unfortunately, our trip was already ruined. We had spent an exorbitant amount of money for this vacation hoping to enjoy everything The Biltmore had to offer. Sadly, it was not the experience we were hoping for or the service that we expected from a luxury hotel. There was so much more that I could have written here. Different people will have different experiences and have different opinions. This was our experience at The Biltmore and we will...

While the grounds are well kept, the rooms are beautifully appointed and most staff is lovely, it takes only 1 bad apple to ruin the bunch. It just so happens the "alleged" manager (I'll explain momentarily) is the bad apple and such leadership, or lack thereof, can quickly ruin a good thing. I have stayed at the Biltmore a few times and have visited the exterior several times to photograph my children. I know COUNTLESS people who regularly visit the outdoor fountain for prom, homecoming, engagements, communion, etc., to take photos. Never has anyone mentioned having a problem. Never have I been disruptive, loud or disrespectful while taking photos outside myself. While taking photos of my daughter a female employee, whose name I believe was Cindy or Sandy or something similar, approached my daughter, her best friend and I, and in a VERY pretentious and condescending tone, proceeded to tell us to leave the property because a conference was taking place and we needed to pay over $700 to take photos on the property. There wasn't a single soul anywhere near us with the exception of the occasional staff member that passed through. There was in fact a sign for a conference LATER that day, not at 8:30am. Ironically, my husband had called earlier that week to ask about taking photos outside. Another employee said that was no problem and that the $700 charge was really only for indoor photos. My husband called once more the day before I went to take our daughter's photos and this time, he spoke Cindy/Sandy, whatever her name is, who said SHE needed to ask THE manager if a discount was applicable for City of Coral Gables first responders, since there is in fact a discount for guestroom rentals. Fast-forward and it's the day we arrive to take photos outside. The encounter takes place. 10 minutes later my husband receives a call from the same woman (Cindy/Sandy) saying there was no discount for city first responders for taking pictures on property. My husband asked if he could please speak with the manager. She proceeds to LIE to my husband and say she is the manager after telling him 2 days earlier that she had to ask the manager. Her actions were in spite, unprofessional and very immature. I called and requested to speak to the Director of Operations and was forwarded to Matias. I left a message. He did call me back twice and left messages, but because they were from an unknown number, I did not answer immediately, but rather heard the messages 2 days later and returned his call. I again left a message. I never heard from him again.

Having been a director of operations myself in hospitality for over 6 years and dealing with conflict resolution as well as countless guests in a slew of properties, I can say this woman (Cindy/Sandy), if there is any truth to her claim of being a manager, should NOT be in a position of leadership or authority. She is ill equipped to deal with property guests. She had no legal right to ask us to leave the property. At best, she could have asked me to put my camera away, but she had no right or legitimate reason to treat us with such little regard or speak to us with such overzealous and frankly disrespectful language.

I am STILL waiting for a call back...