Residence Inn by Marriott Miami Beach South Beach — Hotel in Miami Beach

I stayed there July 28-29 2019 with my children and husband. All was great as far as cleanliness and upto date hotel. Staff not the best from the minute we got there the man that checked us in was not that pleasant. Anyways we checked in went to our room and I asked for a crib which they did bring up for my baby. We had our toddler and our baby with us as we drove from Toronto Canada. With that said we had bought the gallon of milk which we took in and 9 beers and 2 juices with 1 yogurt. So we went to sleep the next day as we didn't want to eat there we went for a walk about 915am. I knew check out was before 12pm as they have it stated on the receipt they gave us the night we got there. Anyways we came back to out hotel about 1040am and our door was open, we thought maybe we forgot to close it. Nope, when we opened the door we saw all the sheets of our bed on the floor and chair there, no crib, our bag of clothes for the babies in the corner(we left our other stuff already in the car prior to going---thankfully) and best of all our stuff in the fridge was all gone. Needless to say the housekeeping came in even though we never checked out, I still had my cards and it wasn't even close to 12pm. As we were walking out a male that seemed to be part of maintenence came to the door and said he was sorry that him and the housekeeper assumed we left and I told him no clearly we didn't. He just turned around and both him and the girl left and went into another room. I went downstairs to tell the front desk and I was greeted by a gentleman that when I explained the situation and told him I wanted them to check the cameras as they have and I wanted the manager he said she wasn't available and he would find out how my stuff was removed and why as he saw I didn't check out. I asked again for the manager he said he was handling it. Well they didn't, he gave my daughter a free apple juice and said he would make sure we got our stuff that was in the fridge. Well that didn't happen, he first said that the items were gone already and that's when I told him that it's the or responsibility as I never left and that there was cameras so they can see what happened to the items. He all of a sudden came back and gave me only 6 beers and said it was put in their lost and found area but that the rest had been thrown out by accident. I left as I was upset and told him that it was not right what they did and they should reimburse me at least partial payment as they entered my room without my consent and also got rid of my items... He didn't even acknowledge that he just said he would let his manager know and that he was sorry. I contacted them through email again and their response was that they would speak to the manager and let her know (again) but nobody did the right thing which was at least refund me my items that were thrown out as their employees entered my room while I still was a guest their and I had my cards in my possession. I wonder if they enter and take stuff and people just don't notice?...

While I am relatively new to the Marriott Bonvoy membership, I am a seasoned traveller. Without a doubt, I have never experienced anything like this before.

Five days into my 2 week stay, the ceiling started leaking. The leak happened at night when we were sleeping. My daughter woke up to find herself soaked by dirty water falling on her from above. There was a large leak in the ceiling directly above her bed. The water was murky and had a foul smell. The front desk staff asked us to pack up and leave. I was alone with 2 kids and 2 weeks worth of groceries and clothing to pack and transport to our new room. I was not offered any assistance with this. When we arrived in our new room we were told not to unpack because this room was reserved and we would be moved again into a room that just became available because the guests did not arrive. I had to unpack my groceries because we did not know how long the next wait would be. A few hours later our new room was ready-so again, unassisted, we packed and moved. Our new room did not have a balcony like our previous room, disappointing. After we unpacked again, I arrived at the reception area to speak with the manager. I was informed that no one was available but would contact me asap. That day- no contact. The next day I stopped at the front desk again-and again no one available and no contact made. The day after that I stopped by again- no one available yet again. Finally in the afternoon Mr. Oscar Machado called. He did not offer any explanation or apology for the delay in communication. If I didn’t stop by the front desk 3 days in a row, would he have even called me? I advised Mr. Machado know that my daughter had a worrying skin reaction from the dirty water. With no concern he advised me to file a claim. It made me feel as though he was only concerned about protocol, not my daughters’ health.

I was given a refund for the night of the leak. I paid for a safe and clean hotel room-I did not receive that so a refund is the bare minimum in this situation. We didn’t just miss out on a night’s sleep. We missed 2 days at the beach and had to deal with the anxiety of this unknown skin reaction. No one followed up with me about my daughter’s condition, no one offered to help launder the clothing items affected by the leak. Mr.Machado only contacted me when I sent an email to inquire about charges on my credit card. It’s the attitude of indifference that was most disappointing. It is clear to me that the management at this hotel is not concerned about the safety and well being of guests.

During our stay, other issues arose. Our mobile key failed to work during the entire stay, there were dirty socks in our sofa bed and the elevator was not operational for much of our stay. Of course this pails in comparison to what happened to my daughter.

When I returned home from my vacation, I again emailed Mr. Machado about my negative experience at the hotel and...

We stay here every time we come to South Beach and it’s always been the best. We always book the King bed Suite with the patio just like we did this time. However at check in we arrived a bit early and asked if we could check in and was in formed that the room was not ready yet but as soon as it came available that we would receive a call. There were two clerks at the desk a lady Andrea who stated that she was the supervisor for that day and a guy. (Didn’t get his name) However before we left I asked the guy to double check the room we booked and he CONFIRMED that it was the King Suite with the patio. We then left and received a call around noon-1ish that our room was ready. We then returned to the hotel to check in. The guy was gone but the “Supervisor Andrea” was working the desk she checked us in and everything seemed to be going well. We proceeded to the room and we when arrived it was a handicapped accessible room with the AC unit view on the roof (literally). We went back to have the problem fixed and she informed us that first we didn’t book that room which we did because once again we stay here regularly so we know exactly what to book and what we booked. Not a big deal and if we had to pay any extra or have to take a double bed room with the patio we would do that…we asked her were there any rooms available with a patio at all and that we were willing to do whatever to get that room and she insisted that there were no more patio rooms available at all with a patio for the nights that we had booked. So my wife decided to go on Expedia herself while we were standing there and book the King Suite Patio room for the exact same nights that we had intended on staying and was able to book. We proceeded back to the desk and asked her to cancel our previous reservation and that my wife wanted to check in under the reservation that she had booked and Andrea “the supervisor” stated “ oh she has a balcony room. We informed her that she had just told us 5 mins prior that there were no more patio rooms available AT ALL for the nights we had previously booked she then tried to act as if she didn’t know what we were talking about and like she just had a complete misunderstanding. Moral of the story we felt as if she didn’t want to accommodate us PERIOD. I feel like we were profiled and as a supervisor she didn’t try in any to way to accommodate us as we were willing to pay whatever. Overall the hotel is perfect, super clean, smells great, and usually had great customer service. I do recommend staying here but I just think as a supervisor she should have done a better job in...