AC Hotel Miami Dadeland — Hotel in Kendall

Reservation was booked on Marriott reservation system for a check in on April 2. No confirmation was received due to mix-up on email address. I called support and they corrected the email address, and I further confirmed it would be a late arrival. My daughter was traveling due to a medical emergency. Confirmation email was then received, and all the information was correct. Daughter arrived just before midnight at the AC Hotel Marriott Miami Dadeland and was told by the person at desk the reservation was for the following night. She was tired and under a lot of stress, so she didn't even think to check the confirmation until leaving to check in at a nearby Hilton. The person at the front desk didn't offer to assist her in finding other accommodation. He was just emphatic that her reservation was for the next night.|My daughter communicated with me the next day and I called AC Hotel to complain. When I spoke to the person at the front desk she stated "yes, I heard about that!" She told me someone would be calling me back. After some time, I did receive a call from the General Manager who stated the mix-up was entirely their fault. She could clearly see we did have a reservation for a room, just as my daughter had stated. She said this would be addressed with her team and she wanted to pay the expense for the room at the Hilton. She also stated she would like to extend to our daughter a free stay and nice meal when she returned to Miami. I told her she was only there due to an emergency and would not be in the area again any time soon. She then told me she would be happy to issue a gift card to cover her other room cost as well as the value of another one-night stay and fine meal in Miami. This is the type of recovery plan I would expect of a Marriott! I was very satisfied with the Customer Care offered as a resolution to a bad situation. A follow-up email from the General Manager was received the next day, 4/4, again apologizing for the issue and stating, "Please rest assured that your satisfaction is our top priority," and they would be following through with the gift card. |I replied to her email on 4/5 with requested information on Hilton cost for their room and appreciation for the additional value to be added to the gift card. It is now one month later, 5/6, and no gift card has arrived. Multiple messages have been left for the General Manager which has resulted in no return calls or emails. My previous perception of the Marriott brand was excellent based on numerous family stays. This total breakdown by management and staff at the AC Hotel Miami Dadeland has resulted in this...

I NEVER leave reviews but I had to this time. I was so excited to surprise my dad with a one night stay at this hotel during his trip to Miami! I put down my card information and spoke to marriott customer service who said it should be good to go. Then front desk was not allowing him to check in asking him to pay the room in full. I called customer service again and this time they said the best option would be to have a credit card authorization form signed so that he would not have any financial stress. I signed it immediately and sent it over, customer service told me to call front desk just to let them know it had been signed. I call and the lady barely let me finish my sentence before cutting me off to tell me they only accept certain credit card authorization forms from companies they partner with (I have never heard of this and even the customer service lady for Marriott was shocked to hear this when I called her back.) The front desk lady was absolutely no help when I asked her how I could proceed to pay for someone's full stay if this was a gift and that I had never heard of that rule "All marriotts can operate differently." okay still no help. I asked if there was a way for me to cancel and go to a marriott that would take the form , her reply, "Well are you familiar with our cancellation policy." I hung up and called customer service again and they were in shock at how unhelpful and how strange their policy was. She said she and her supervisor had never heard of that problem with a Marriott. She also apologized for the lack of help or even suggestions from the front desk making it uncomfortable for my guest trying to check in. I wouldn't have left this review if front desk lady was as kind and helpful as the Marriott Customer Service was but the attitude and lack of hospitality from a front desk assistant at a hotel I am trying to pay upfront and everything for as a surprise gift for a family member is wild. DO NOT RECOMMEND IF YOU WARE GIFTING A STAY TO SOMEONE HERE. WILL...

Ok I’ve stayed at this property 3 times in the last month. It’s a wonderful property! I worked in the hospitality industry for 20 years. This hotel is clean, comfortable, and very nice. The rooms are big, very spacious. The beds are amazingly comfortable. The sheets and the pillows (4 per bed) are soft. I sleep so well when we stayed here! They have a beautiful pool on the second floor, it’s on the roof top of the first floor, which looks out over top of the parking below so from the pool level all you see if the beautiful Miami sky. There is a bar on that level, that is open up to the pool area, if you’re looking for something to drink. I didn’t use the fitness room, but I did see it, it’s actually quite extensive for a hotel fitness room. The rates are extremely competitive for the area. The front desk staff are extremely courteous and professional. This is definitely my go to hotel when I’m staying in the South Miami area.

As for the pictures below, the only picture of the room with the beds that I had in it, I was in the bed and didn’t feel comfortable posting that one. Next time I’m there I will definitely take a picture of the two queen size beds. I’ve also stayed in a room with one king size bed which had a different layout but it was still lovely.

Just on a side note - it’s connected to Dadeland Mall. There are quite a few good restaurants there. If you’re in the mood for Peruvian food you definitely have to check out ceviche.105. They have a five star rating, so I had to try it. I now know I like good Peruvian food. There’s also a Cheesecake Factory...