Edgewater South Beach — Hotel in Miami Beach

I recently stayed at the Marriott Vacation Club South Beach as a Vacation Club owner and Bonvoy member, and unfortunately, my experience was disappointing due to the unprofessional behavior of the manager, Cesar Pumar.||I booked a room for my nephew and his girlfriend while my partner (also a Marriott owner) and I stayed at the Ritz-Carlton nearby. Upon check-in, May at the front desk provided outstanding service, assisting with parking and luggage. However, the room, promised to be ready by 4:00 PM, was not, despite my request for early check-in. We didn’t complain, but it was an inconvenience.||The issue arose on our second night after attending the South Beach Food & Wine Festival event. Our group of ten, including my in-laws (ages 70+) and other family members, stopped at the hotel room for a short time to leave some stuff we got at the event and go down to dinner. We greeted May upon arrival and went upstairs to charge phones, freshen up, and grab our things before heading to dinner.||Upon returning two hours later, still in good spirits and chatting, Mr. Pumar abruptly yelled across the lobby, saying only the two registered guests could go upstairs. His tone was unnecessarily confrontational and embarrassing, addressing me loudly in front of other guests instead of pulling me aside to explain hotel policies. Despite my explanation that we were simply retrieving personal belongings, he insisted on escorting us upstairs and treated us as if we were causing a disturbance, even though the real noise complaints seemed to be from other guests in the hallway.||As a FIU Hospitality graduate, I was shocked by this lack of professionalism. A better approach would have been to discreetly inform me of the policy and offer a solution, rather than publicly reprimanding paying guests. This experience, along with the rudeness of Miriam Benitez at the small lobby bar pop up who dismissed a simple question with an abrupt “wait” - left me rethinking my loyalty to Marriott Vacation Club.||Our group of six, all frequent travelers, agreed that we would not return to this property. While May’s service was exceptional, the poor management and unwelcoming attitude overshadowed the experience. I hope Marriott provides proper hospitality training to its leadership, as this was not reflective of the brand’s...

Upon checking in, we were greeted by the manager (can’t remember his name but he had eye glasses). He asks for my name that was under the reservation and for my I.D. and he proceeds to check us in or so we thought. He checked us in under someone else’s reservation and had us pay. He “didn’t realize” til after our card went through. He said that he canceled it and we had to re-do the payment again, which we did. On top of that, our room was not ready while our other friends were. Being back home now, we got charged 4 DIFFERENT TIMES by the hotel and one of the amount was different from the other 3 charges. This is such a huge disappointment because there is absolutely no reason for that many charges under one reservation! His apology was not sincere at all and felt like it was just brushed to the side.|Also, if you didn’t know this is a timeshare hotel so they will call you. We got called twice with my cellphone number asking for me the first time and then my husband the second. We are under the same reservation there is no reason to call twice with the same information after we had already turned it down the first time. ||Location is very easy to find and right on Ocean Drive. There is a Cuban restaurant with indoor and outdoor seating. They provide a cart with beach towels, beach umbrella and chairs in the room, however if you use it just remember you will have sand all over your room because you have to bring it back. There should be a different option for storing it because when housekeeping came into our room, they moved the beach cart to the balcony and didn’t even sweep/vacuum the sand mess that they made in our room from moving it across the...

There was a group of us that came here for my cousin Birthday. The location on south beach was amazing. We had a blast. The hotel staff were wonderful. Special shout outs to Zandra, Michael, and Jacob. These employees made our stay Awesome. They went above and beyond to accommodate us. I had a minor issue with valet, they are contracted through a third party. Zandra came to our room and personally apologized for the inconvenience. She brought us a gift and a beautiful hand written note that was really heartfelt. Our valet service for the night was even credited. She checked on us every day. This type of customer service was impressive for someone who was new to the company (less than 6 months). Michael welcomed us when we first arrived and helped us with her luggage. He even helped us with everything we needed our entire stay. Jacob greeted us with mimosas. They were the bomb! He even makes yummy smoothies. His contagious smile and positive vibe was well needed. The hotel was thoroughly clean throughout. Our room was spacious. I would definitely recommend this hotel, Marriot Club Pulse. We will also be frequent guest from now on. Thank you everyone for making our...