AC Hotel Miami Airport West/Doral — Hotel in Doral

We are Key Biscayne locals that were in the process of moving to our new place, but we had to wait for a last minute building inspection, so we grabbed the clothes and personal items that we could from the moving boxes and went to stay at AC Hotel for 10 days. We booked 2 rooms for our family of 4. Since we previously stayed last year at AC Hotel for Thanksgiving night we wanted to come back because of the new and comfortable rooms. However this time the experience was not as pleasant, because of the impolite staff at the front desk. The majority of the front desk staff lacks customer service skills, especially Stephanie the supervisor. They NEVER greeted us or welcomed us when we passed by the front desk. Also, when we checked in this supervisor charged us $100 per night extra for a deposit for damages. I told her that was the first time we have ever been asked to pay upfront at a hotel for a deposit, and she rudely replied “I don’t know to what kind of hotels you’ve have stayed before, but in this hotel we charge the deposit at check in”. During our 10 day stay she never made us feel welcome and not even once she greeted us. One time we needed help with our keys, and Stephanie ignored us even when we were standing in line, literally in front of the front desk and she proceeded to help another guest behind us. I can’t believe someone with such a discourteous attitude and lacking not only customer service skills but manners works as a front desk supervisor at a Marriott property. Her behavior was a contrast compared to the kind people like Jose the bartender, Housekeeping staff, the evening shift maintenance gentleman, and the gentleman that works at the front desk at night they all had the best attitude and great customer service. During our whole stay we were always educated and greeted every employee, although none of the the front desk staff reply back genuinely we kept greeting them. I strongly believe that every guest that comes through the front door must be greeted and help accordingly. Our inspections were not done by the time we checked out from AC Hotel, but we decided to leave with our family to another hotel looking for better customer service and...

My wife got us a room for my birthday. We arrived to the hotel around 3:30pm. The front desk agent let us know that the room was not ready yet due to the hotel being sold out. We waited about 25-30 minutes in the lobby with a couple more people also waiting for their room.

The front desk agent came with the keys and told us that our room was ready. My wife and I went into the elevator when my wife noticed that the key had someone else's last name on it. I went back to the front desk and told the agent.

She smiled and said she gave me the wrong key, but said not to worry because my room was ready also. We got our real key and went up to our room. When I walked in the room it was a double bed room. My wife reserved a King Suite.

I wasn't planning on going back downstairs so I called the front desk. The same front desk agent answered and so I explained that we reserved a King Suite and got a double. She told me that the hotel was full and that was the only room available.

I've stayed in numerous Marriott hotels as I am a Gold member. But this was the first time I've ever been treated this way. Never mind the fact that she never said anything about me being a Gold member.

She sent me to the wrong room first and then never told me that the room we reserved was not going to be available. Terrible customer service. The next morning. When we checked out the front desk agent was a little more professional.

At least she thanked me for being a Gold member. When she was checking me out I asked her if I get a lower rate because I stayed in a smaller room with two beds and she said that the room we stayed in was more expensive then the King Suite we reserved.

I don't think that's correct, but its ok because now I know never to stay at this hotel again. First time I've ever had such a bad experience in a Marriott. Unfortunately it was for...

I did a two night stay this past weekend March 13th-15th, spring break or near spring break time(The area was very busy). I drove from Orlando on the 13th and reached Miami around midnight. It was a very late check in and my party and myself just wanted to relax at that point. We went to the room and the tv was broken, lots of static and the tv in the simplest term was just acting crazy. It was very late so I chatted with the representative through the app and let him know I'd handle it in the am. I also ask for additional towels for my room which we didn't receive.

The following morning, I brought the tv situation up to front desk and let them know that I'd be out for a good amount of the day but if they could have someone check the tv out or switch us to another room. Also let them know about leaving towels in the room. Later that evening when returning to the hotel, the tv was still not fixed and no towels. I brought it up to front desk again and asked if anything could be done, two ladies gave me an excuse and said unfortunately no. It's something little, but it's the service you expect when staying at a Marriott or Marriott affiliated property. I've stood at a bunch and it's the little things, the stay was pricey because of the time I went (which I understand) but after a long day, we just wanted to watch the Grammys and we're unable to. Maybe this review is overboard, but I paid for a service and the hotel lacked in certain areas. The tall gentleman that checked me in late in the evening was very nice and helpful, but overall, I felt brushed off and pushed aside. As a platinum elite member, this is the 2nd review I've ever written for a Marriott property. The other time was for...