citizenM Miami South Beach — Hotel in Miami Beach

I recently stayed at this hotel for four nights, spending approximately $900, and unfortunately, it was one of the most distressing and disappointing experiences I've ever had as a guest.

First, please be aware that the standard room is strictly limited to two guests. I was not made clearly aware of this policy beforehand, which resulted in me having to unexpectedly book an additional room — a frustrating and costly inconvenience. The room itself had its issues: the refrigerator was extremely difficult to open, and there was no microwave, which made basic needs unnecessarily inconvenient.

However, the most troubling part of my stay occurred during a late-night visit to the hotel bar with a friend. Around 1 a.m. — well within the bar’s posted hours — my friend ordered two drinks for herself. Without any prior communication or warning, the bartender (whose name was Niyah) refused to allow her to take the drinks back to our room. This was deeply confusing and upsetting, especially as we witnessed other guests being permitted to leave the bar with their drinks without issue. The inconsistency and lack of explanation felt targeted and discriminatory.

Rather than communicating directly or professionally, the bartender left and sent out another staff member, who accused us of being "intimidating" — a claim that was not only false but incredibly hurtful and concerning. This accusation was made despite the fact that security had been present the entire time, witnessed the interaction, and even stated that we had not spoken a word to the bartender. There is footage of this incident, which clearly supports our version of events.

Shortly after, a night manager named FeFe emerged and aggressively placed the second drink on the table while accusing us of misconduct. We were stunned. At no point had we raised our voices or acted inappropriately. We attempted to calmly explain and resolve the situation, but we were met with rudeness, coldness, and complete dismissal.

The emotional impact of this experience was significant. We were left feeling deeply profiled, disrespected, and unsafe. There’s a real vulnerability in knowing that a bartender — someone with control over your drinks — might have treated you with such bias or hostility. It’s hard not to wonder: what if something had been done to our beverages? That fear stayed with us for the remainder of our stay.

Following this incident, it was clear that we were being silently shunned by multiple members of the staff. The cold stares, avoidance, and lack of warmth or hospitality made the environment extremely uncomfortable and unwelcome. We felt alienated and hurt by how we were treated — as if we had done something wrong, when in fact we were simply trying to enjoy our stay peacefully.

To make matters worse, after checking out, part of the ceiling in the room collapsed and struck us in the head. We were shocked, and yet no meaningful action or apology was offered afterward.

This was by far the worst hotel experience I’ve ever had. I rarely write reviews, but in this case, I feel compelled to speak out. The combination of poor communication, unsafe conditions, and the emotional harm caused by unfair treatment should not be dismissed or ignored. Guests deserve to be treated with respect, dignity, and safety — none of which we received...

Let me just start by saying this hotel was by far Interesting…… They’re lucky it’s in a fantastic location.. As soon as my friend and I entered the hotel we asked the guy about his stay here so far and his response was simply “interesting.” Not another word. The rooms are descent, but I would classify more as a high end Hostile. Not a single room has twins, all king because there’s simply not enough room! These rooms are more ideal for 1 person. When I say this is the smallest room I have ever booked in my entire life I’m not joking one bit…. Not to mention everything is controlled by an iPad, I’m talking the tv and light switches…… My favorite part of the experience was entering the room with the AC NOT even working!!!!!!! We were so tired from our 4 hour delayed flight that we passed out and were not the type of people to complain, but by Day 3 I had ENOUGH, I went to customer service and she told me “oh let me put you in a room where the AC works.” EXCUSE ME?! So I’m guessing they have a bunch of rooms with no working AC to see who can put up with it. Unbelievable, but shout out to Flor for being so kind in switching us to a room with working AC. She was the only good part about customer service during this experience. Also the bartender was very rude, they had 1 hour before closing and she just told me “sorry closed. “ I didn’t have the energy to argue once again, so I thought I would just put it all out here. Also if you want this review to be taken down it’s gonna take getting my full refund back. Never have I gone on vacation and wanted to come home to simply get my comfortable AC back. So if you do decide to stay here make sure you let them know you want a room with working AC. Beware and good luck to all who decide to stay here! OH and I would bring a carry on. You will have no room for your luggage either! Shower and toilet are literally in the same room touching each other! Oh and The Taco Stand across the street is...

The room I was given was still dirty, and I had to get another room. The rooms are small, so if you are plus size, request an ADA room if they have it. Otherwise, you won't fit in the shower or room. There is also no place to hang your vath towel after use. There is no place to put on one's makeup, and the mirror brightness is not helpful. The beds are all up against the wall/window, s there is only one way in and out of bed. There are no top sheets, so it's just a very comfortable down comforter. The pillows are great as there are 2 soft and 2 super firm to use if you get a king room. The bed, on the other hand, is very hard, so if you have a bad back or neck, be careful. My TV went off at 10 pm, and they had to put a ticket in to get it fixed. When I arrived, the gas was shut off for construction nearby but reinstated by that evening shower. The roof top pool has , what is advertised as a "roof top bar" but it's really just a snack bar with limited "bar" options and it also closes (by signage at 7pm) but per staff one can sit up there till 10pm. There are great views up there. The breakfast buffet is very good, not worth the 30.00 but still good. If you're really, really into art deco, you'll love this place and decor. There is a citibike rental just out front and a trolley stop that's free to ride to get to anywhere in Miami Beach. The staff is extremely friendly, engaging, and efficient, which is a plus. Also, they need to get better room keys if just being by one's phone causes it to deactivate, and you have to get a new key. You get to pick your view for no extra fee, which is nice. Would I stay here again, no. Is this an experience to have, depending on one's taste. Would I recommend this place- Well, that would be who I'm...