ABAE Hotel by Eskape Collection — Hotel in Miami Beach

So I had a total of a three night stay at this property. The pictures online is completely different as to the expectation in the upkeep of the property. I mean, I would say that I had a pretty clean room, but the service at this location is horrible. They have no staff there own property to assist you with anything. I had several issues during this day, so upon arrival, I did request to have extra pillows extra coffee for up to two people in my room for my three night stay however none of that was honored. I was in town and celebrating my anniversary mentioned that to the property they sent me packages of paid amenities that I can pay for nothing complementary for staying at their property. The next issue was when I woke up the next day at 6 o’clock in the morning to brew me some coffee the coffee maker that was in my room was old. It was an espresso machine where the inside was warm where it wouldn’t pop the coffee. I took the coffee maker down to the lady in the front desk. Let her know that you know I wouldn’t need another coffee maker. She let me know that she was unable to assist me at the moment because engineers is not in and they don’t get in until 830. She did volunteered to brews me a coffee which only brewed a half a cup maybe look like a shot of espresso and you sent me on my way and I believe she did forget my room number because She asked me what it was again but then the engineer never showed up with me a new coffee maker now it’s the next morning I have no coffee maker. Then I goes downstairs, to speak to the gentleman. He repeats the same thing that the lady said the day prior engineer don’t arrive and now he says 730am. I would say like around 8 o’clock 9 o’clock. someone calls me to confirm that a coffee maker was brought to my room and then everything is set up and it should be working fine so unless I turned blind, there was no coffee maker placed in my room that they reassured and confirmed that it was up and running and placed in the room so first thing first about that they lied so I stated to the gentleman over the phone. Can you please send someone up to come help me find a coffee maker that he’s claiming that has been placed in my room no one never came took about maybe two more hours for somebody to come just to bring a broken espresso machine. I also asked the gentleman because there’s a restaurant attached to the Hotel, but however, it’s a complete different entity where there’s no connection because I asked if I could just get a coffee complementary recharge to my room due to my coffee maker not working they said no, so I had to purchase a coffee. There was no daily housekeeping no one ever knocked on my door to see if I needed anything. They only placed enough towels in the room for a one night stay also the pool area the furniture up there is very very outdated. All of the pillows look worn in color sunburn. The pool is really really small. It’s like a kid pool so the ad outdated. I would guess that’s their highlight of their property is that pool? I would tread lightly to that location because the pool is no hype at all. It’s very very ugly and plain up there and all of the furniture is old. The location of the property is 30 minutes from everything so everything is I was saying not a good location to walk to I had to catch a Uber to all of the local attractions so in my opinion, it was a horrible location my room and balcony faced the back alleyway of residential housing so all I seen was their backyard their dumpsters in the trees over there on building. It was an experience, but I would never visit this property again. I recommend anyone if you really care about service for the dime that you are spending do not visit this location It’s an independent own property and they do not care about customer service. I work at the W in downtown Philadelphia all we serve is service and luxury service at that so to have stayed at a place and receive NO SERVICE was detrimental to me and for the dollar that I spent at...

I am rating this hotel merely off of customer service. Disregard the location, prices, conveniences, etc. I’ve stayed here multiple times without an issue. Recently I booked this hotel due to me visiting for an event taking place there in Miami. Unfortunately due to Hurricane Milton my event was rescheduled. I have been trying consistently for 8 days to contact the hotel to refer with management of this unforeseen circumstance. Mainly because my credit card was charged for that weekend. I have called and emailed only to be told by Jose..I can’t speak to the manager Christian, if that’s the real name. Everyday it is something. He is busy. He is in a meeting. He is not here. He comes in at 5. He will be in tomorrow at 7. I’ve reached out to Booking.com in which they sent an email and the same. No one replies. They advised if I could try to let them know to check their email. Jose again…he’s in a meeting. I’ll let him know. 3 days later I am here. This is giving customer avoidance. I work in a customer service industry and this is poor customer service. I was trying to get a refund and yes, as a courtesy, as I am aware of policy, but what makes this even more baffling and appalling is I was initially trying to reschedule my hotel stay. Jose rejected my request via email and told me there is nothing he can do. Shocking. I actually, which I’m laughing as I type this, really attempted to rebook at this same location and then they charge me for a weekend, denied my initial request via online booking to reschedule (which happens to be the only time someone really responded) when I realized Jose was not being helpful via phone and will not respond to me nor Booking.com’s customer service. I’ve also reached out to headquarters via email. Eskape Collection properties. This is highway robbery across the board. I do not recommend this location because if they move this way this says a lot about the staff and business. ————- In addition the hotel responds, very petty might I add, “this was a tropical storm not a hurricane”…be serious here. “You cancelled one day before”. Yes I cancelled 1 day before because no one would answer me or call me back multiple days prior. It’s common sense, I’m holding a reservation with intent to reschedule…it’s literally written. I assume this would be Jose responding. Nevertheless, nothing changes in my view. Customer service is beyond poor. I can already tell there was an undertone in their response and when dealing with individuals such as, don’t expect anything more than. I would not trust them to watch my luggage...

This was BY FAR the worst experience I have ever had in a hotel. Myself and the individuals I traveled with arrived to a room that was not ready (no problem) however they had no functioning washrooms. There was lipstick and other stains on our pillows and blankets. The second night we arrived back to the hotel and our key was not working after informing staff and then standing and waiting 20 minutes for staff to come up and resolve the issue we had to go back down to the lobby where we found the staff member sitting behind the desk txting. When we asked what was being done his response was 'yeah this really sucks but I have no clue what to do, maintenance has left for the evening' when we told him this was not acceptable he proceeded to say 'what do you want me to do, wave my magic wand and open your door?' 2 hours later I asked to have the staff call the general manager who then proceeded to tell me I was unreasonable and that I was interrupting his family time. They continued to tell us they were exhausting every effort to fix the issue with the battery. After 4 hours the staff member behind the desk admitted that they were unable to fix the problem which they knew all along as the laptop they told us they were 'fixing' the problem with was in fact broken. They informed us it could take a day or maybe a week to find a new laptop that worked. At the 4.5 hour mark I was forced to call Miami police who arrived and did not feel the situation was normal or acceptable. Once the general manager, Claudio, heard the police had arrived he the gave the consent to force the lock open- this took nothing more than 3 minutes with no damage to the door. The police waited for us to back out stuff and we left immediately to find another hotel as we did not feel safe staying another night in Abae Hotel. The staff thought it was acceptable to leave us without our belongings for 5.5 hours. They were incredibly rude and just an overall terrible hotel! We are currently trying to get our money back as they still charged us for this stay after needing Miami police to rectify the situation and leaving the hotel...