Royal Palm South Beach Miami, a Tribute Portfolio Resort — Hotel in Miami Beach

If I could give this hotel 0 stars I would. I have never been so humiliated in my all my life of traveling. It was our first time visiting Miami for my bday as well as our wedding anniversary. From check in to check out it was a horrible experience. When checking in the receptionist was so nice and talking to us she took my charge card had me swipe it told me it did not work I immediately looked into my account and the charge for the hotel was pending I showed them that and they said no. They tried again at that point I had 2 pending charges totaling about $1000. They said they would let me go to our rooms and deal with it tomorrow. We went to our room after an excursion which was about 9 hours later and our luggage was nowhere to be found. Had to find someone at midnight to find our luggage. At about 2 in the morning the phone in our hotel room rang saying that our card was declined. 2 in the morning!!!! I said there is no way the receptionist stated it was due to an invalid expiration date on my card. Hmmm I run cards on a daily basis for my profession if your card has an invalid expiration it will not even take the card. I looked at the credit card just to make sure I was not wrong and it in fact had an expiration date of 1/27. I said I am not dealing with this at 2 am and will come down in the morning before we leave for an excursion. We went down to the front desk next morning spoke with a manager and the whole story changed they asked who we dealt with and all kinds of questions I showed her once again the pending charges in my account and she then said that is not them but it says royal palm they were not cooperative at all. I left just enough cash in my accounts to cover all hotel expenses and for incidentals they stated we could give them $1200 cash and would be all set or when we came back from our excursion we would be locked out of our room. It was a Sunday and there was no way to get in touch with my bank but I tried to call my bank left a voicemail and sent an email with no luck. We came back that night and in fact were locked out of our hotel room with all of our luggage. It was our wedding anniversary night I begged and pleaded and showed them that there was nothing I could do the charges were pending twice in my account pretty much leaving the funds frozen our last day at the hotel was the next day. I had to call anyone I knew to come up with $556 they wanted in order to be able to get into our room for the night. It was such a horrible devastating experience. I have been in management for 6 years and would never treat a customer like this. We left the next day and now today almost a month later I see an additional transaction of $207.98 taken out of my account from this hotel yet again a month later after it was paid in full that night in order for us to get back into our room that we were locked out of. I have tried speaking to management and sending emails and calling in which I have received no response I will be contacting the BBB with all proof of the expenses being held in my account that they stated did not go through due to a bad expiration date and an additional expense that was just taken out today for $207.98. I hope to have a manager reach out to me and make this right. As a manager myself this would be taken care of in some manner it was not ok the way we were treated and I know 100% something could have been done besides locking us out of our hotel room at 1 in the morning on the night of our wedding anniversary. Poor run hotel if...

I then cried on the way to dinner because I couldn't believe that as Hilton Honors member I came to the Marriott and was yet to receive descent service at this establishment. Can you believe when I came back hours later to speak with the Manager Lucia Rosa she again stated that she couldn't meet with me. I informed them that I was a college graduate and in no way should i be treated this way and if I didn't hear form Lucia in the next hours I would be making a formal complaint. When I entered my room I noticed that housekeeping had came. Can you believe they took the towels that I had on the floor due to it not being cleaned and me not wanting to walk barefoot on this flooring. The housekeeper didn't even make my bed(what a joke!) So I'm trying to figure out why he or she even made a trip to my room because nothing was done. My phone then rand and it was the Hotel Manager Lucia Rosa. She said hi Ms. Hunter I hear you have been looking for me, and I then responded I have attempted at least 5x to speak with you today in regards to my charges for my stay as well as the condition of my room. She stated what's wrong. When I told her that I was only staying for 2 nights and to be charged $419.80 (2x) during check in and then another $115.00 the following day after check-in I wanted to know why I was continuously being charged even during my stay? She stated that the charges were correct however when I asked her to explain them she couldn't give a clear response. Lucia basically had said look I can put you into another room and I felt like at the point I was checking out the next day and if she would have acted faster like 9:45am faster this could have been rectified without being this extensive. The fact that I traveled hours away from my family to enjoy a stay and to be greeted the way that I was and the professionalism that wasn't shown or even customer service I am extremely upset. When I asked her if I could ask a question about my charge she said "NO" I said excuse me she said "NO" let me ask you. IN that moment I felt as thought Lucia took herself our of being a Manager and as if she were a regular person on the street. She spoke loudly over me so that I couldn't get a thought out, question or response. I then told her we can't continue to talk over each other and if we did I would be reaching out to the corporate office, and she responded " Go Ahead" at that point I told her I would be disconnecting the call. I them immediately googled the number and made and official complaint. I received a case number and a whole week later after checking out i haven't had one representative reach out to me. I have continued to call Royal Palms to speak with a Manager as well as Accounts Payable and Receivable and have yet to speak to anyone. I am ready to take legal action because even after calling your 1800 number a representative spoke very rudely to me when I asked to be transferred to a Manager and she put me on hold for 18 minutes without coming back to the phone and then finally she disconnected the line. This is very unfortunate this was my birthday celebration and the entire trip I felt as though I was chasing Lucia around to still receive no assistance. Don't stay here there are many other establishments that offer better quality and customer service!!!!! And I have yet to receive my holding fee back or any other fees...

Our stay at this hotel was extremely disappointing and far from what we expected from a Marriott property. From the moment we checked in, the experience was frustrating and embarrassing. My girlfriend was spoken to rudely and even screamed at by the front desk lady when she was simply asking for an authorization form in Spanish due to a language barrier. Instead, they only offered it in French and showed no willingness to help or accommodate us. Her treatment was unprofessional and humiliating, as it happened in front of other guests.

What truly crossed the line, though, was our experience with the valet service. On both mornings of our stay, one particular valet employee a younger guy with a short haircut working around 10 AM on 11/15 was shockingly aggressive toward me. On one occasion, he actually threatened me and tried to escalate the situation into a physical altercation. He used inappropriate language, got in my face, and continued to antagonize me, even as my girlfriend had to step in to de-escalate the situation despite being visibly scared herself.

This behavior felt like harassment, as he went out of his way to create problems every time we interacted with valet. There was no issue with other valet employees they were professional and helpful so it’s unclear why this particular person acted out like this. It became so bad that he even blocked our car from leaving the property and continued being confrontational. It was absolutely terrifying, and we didn’t feel safe at all.

To make matters worse, when we tried to contact management about these incidents, no one picked up. We called the front desk over 15 times with no response. After leaving the property, I followed up on the case that was supposedly opened on my behalf. Instead of addressing our concerns, the hotel accused me of not paying my balance at checkout, despite all my bills and invoices clearly showing otherwise. It was an obvious attempt to deflect and cover up the valet’s behavior, which made the entire situation even more frustrating and unprofessional.

We’ve stayed at Marriott properties over 100 times and have never had such a terrible experience. This hotel’s lack of hospitality and customer service is unacceptable. What should have been a relaxing getaway left us stressed, traumatized, and feeling disrespected at every turn.

It is imperative that these issues are thoroughly investigated and rectified to ensure the safety and comfort of future guests. Aggressive and threatening behavior by staff, paired with a complete lack of accountability and professionalism, is unacceptable for any establishment especially one operating under the Marriott brand.

Due to this experience, I will not be staying at this hotel for the foreseeable future and highly discourage others from choosing the Royal Palm. What should have been a relaxing and enjoyable stay turned into a distressing and traumatic experience. Until these serious issues are addressed, I cannot recommend this property to...