Secret Garden Miami Beach — Hotel in Miami Beach

We made a reservation my wife and I to this hotel for a 1 day stay Friday 02/09/2024 until 02/10. We arrived close to 7pm and to our surprise we find the place with practically all the lights off except the front desk which we thought thats weird. The gentleman was kind and provided directions to our room. That night we were to go to a baseball game so we had no time to inspect our room so we went upstairs to room 305 dropped our bags and left in a hurry as we were late to the game. Upon our arrival from the game which was close to 1am we find that no one is at the front desk, infact the lights were off. We go upstairs to our room and when we begin inspecting the beds incase there were bed bugs or something we see that the headboard was super dusty as was the floor especially under the bed.

My wife goes to take a late shower before going to bed but she the tub floor looked dusty as well; she sees the curtain that cover the window in the bath tub and she pulls them down so she wont be seen naked out the window and to our horror there was black mold all over the curtain.

Given that lights were off and no one was at the front desk at that time we decided we would give our complain the next day and so we went to bed as we were very tired.

Upon going downstairs for our free breakfast the next day (which was supposed to be until 1000am) we find to our surprise that nothing was available except slices of bread coffee and hard boiled egg. No staff at the food area and other guest began to complain about the lack of breakfast.

We decided to checkout and skip on the "breakfast". I spoke to Isabel whom at the time I thought was just a receptionist and complained politely about the condition of our room. She then told me the room was listed as cleaned and asked if we had any evidence, I told her we did not but if allowed I could show her. She called the cleaning lady whom excorted me back to the room and I took pictures.

We went back downstairs and I provided the pictures to Isabel. I asked if perhaps a discount or refund can be made. She quickly got defensive stated she the "assistant manager" has no authority to do that and that the manager was in a meeting and asked why I did not say anything the day we got the room and that they got staff at the front desk 24/7. My wife and I explained again that the lights to the entire 1st floor were off and no one was at the front desk even the door was locked to the front desk. By this point she got agitated with my wife because my wife called her out on her rudeness and despite my wife being pregnant she showed no sympathy. Another couple that was there came to our aide because they too had an issue and given Isabel's treatment towards my wife and I. We asked for the manager in charge and to our surprise apparently she is the assistant manager; she did not have the curtesy of introducing herself as that from the beginning and upon asking for her full name she refused to provide it. We asked for the manager and she stated he was in a meeting until 4pm and she refused to provide any contact info at least an email.

She then proceeded to call the Cops grabbed her things and she and the cleaning lady left the front desk unattended. We called the cops as well too to give the correct version of what happened and when they arrived they spoke to her and us and dirrected us on the proper channels to give our complaint.

I write all of this to express my displeasure with your hotel and its services but most importantly with your assistant manager Isabel (if she is truly the assistant manager and if that is truly her name to which for your sake I hope she is not) and cleaning lady.

Simon or whoever is incharge, regardless if my complaint was made the night of or the next morning, it is your staff responsibility to accept fault and apologize not defend the unacceptable condition of the room or blame your guest. I expect resolution to my complaint. Next will be a complaint to the better...

DO NOT STAY HERE!!! You’re welcome in advance! I will never stay at this hotel again. Before we got here, we called to make sure everything was everything. Making sure we have everything we need, making sure theirs no surprises but when we got here SURPRISE SURPRISE!!!

Before we got here, they told us all we needed was a 100$ for a deposit at check in. When we got here to check in, that number changed to 271. We were like wait we called and asked you that and the person said they were sure, yes that’s all we needed. Ok so we paid the extra.

Then when we went to park. They hit us with the NO FREE PARKING. One person told us 35$ a day, the next person told us 45$ a day. Every person who works here, tells us something different. Theirs no organization here no structure & NO PROFESSIONALISM & RUDE EMPLOYEES & BAD CUSTOMER SERVICE! Simon RUDE ISABEL or ISABELLA RUDE!!!!

The place is already expensive and there is so many additional hidden fees. Then they didn’t tell us about the other ways to park, like you can park on the streets for less. We had to find that out on our own.

Just checking in alone took like 3 hours. We were exhausted by the time we finally got checked in.

Then when we are waiting for our room key, we are waiting forever. The rude lady ISABEL at the front desk finally tells us the key machine is broken so we have to keep asking the house keeper all day to open our door for us. We are literally walking around the building saying “chica” “chica” please let us into our room AGAIN & AGAIN & AGAIN!!! Ridiculous.

You would just think since we are paying so much, the place is nice expensive on the beach, you would think they would go over and beyond and provide great customer service but NO!!!! The complete opposite. They don’t care!!!

The hotel provides breakfast, worse breakfast set up I’ve ever seen in my life, water, coffee, boiled eggs and toast. And then when I went o have breakfast, it took an hour for the eggs to even come out.

Today, I called down for fresh towels, I didn’t realize I didn’t have any. So I’m soaking wet and call down. on my 5 Th day of staying here, the guy at the front desk his name is SIMON tells me the policy for towels, that the only way you can get fresh towels is to come down stairs everytime yourself and carry your dirty ones down there and exchange them. What is the house keeper here for??? I’ve never heard of that in my life and he had a bad attitude. What?? That’s weird especially for a high end hotel. & he wouldn’t accommodate me even tho I was already soaking wet.

Customer service is just poor here!!! And you and paying quite a grip!!! The room is nice, but no parking & rude bad attitudes. The only nice people here is chica the house keeper & one other guy can’t remember his name.

I’ve worked in hospitality and customer service for nearly 10 years, when I had customers or guest who are unhappy, I was trained to accommodate them and try to turn the situation around and help!!!! Make the situation better!!!! No accommodations! The people are rude and don’t care here!!!

Last night I went to pay for parking, they give you this slip, they were out of slips, always out of everything, and dude just writes it on a piece of regular paper for me to put in the window shield of my car. Just super ghetto!! I could have for that!

This is the boujieEST GHETTOEST hotel I’ve ever stayed at and I will NEVER stay here again!!!!

Don’t stay here!!!...

Let me begin with saying that the daytime front desk guy Terry was the ONLY thing good about this place. He was very polite, professional, understanding and helpful to us. Don’t get mistaken by the hotel lobby and downstairs area being clean, the rooms are not and the night front desk guy Simon is a rude, arrogant and unprofessional individual that should not be allowed to deal with guests. When we first arrived at about 11:30 am we were unable to check in to our rooms, but Terry held our luggage’s in a locked room for us so we could go out and enjoy our day. Later on that day we returned back to check in to our rooms. As soon as my son and his girlfriend walked in and approached the front desk, Simon greeted them by saying “what do you want?”. My wife and I followed behind to witness his attitude towards them and towards us immediately after…..whatever we figured. When we went in our rooms, both my son’s room and our room did not have any towels. My son and myself went downstairs to request towels from Simon. Simon “again” had an attitude and made a loud sigh as he was walking down the hallway to get us some towels as if we somehow bothered him. We requested an iron and a blow dryer, Simon asked my son for his ID in exchange for the iron and blow dryer….apparently they only have one of each for the entire hotel according to Simon. When I went upstairs to the room and began looking through the stack of towels, my wife and I only had one large towel, two medium towels and one small hand towel which were stained and wore out. I went downstairs and requested decent clean towels from Simon with the addition of another large towel and maybe a few more hand towels. Simon had a little arrogant smirk on his face and said he could not give me more towels since they were low on towels. We exchanged words and I went upstairs. Then my wife pointed out a dirty pillow and the grimy stained shower mat. I went downstairs again and showed Simon the filthy pillow and shower mat. Again, Simon had an unprofessional attitude and said he could not do anything about it because that’s what the hotel provides. We exchanged words again and by this time my wife and I began looking for another hotel room but were unsuccessful in finding a room for the weekend under $250.00 per night. The hotel toilet had poop stains inside of the bowl, the shower floor was filthy and grimy and the floor around the toilet had random hair as if the housekeeping staff did not even bother sweeping. The following morning Terry was behind the desk and I relayed to him what had happened the night before. He was very apologetic and tried giving us towels several times, but unfortunately most of the towels were badly stained. He did let us use the iron and blow dryer without any hesitation. Even though Terry was limited in what he could offer us, he went above and beyond in attempting to accommodate us….thank you Terry. We purchased towels and had to have them delivered by door dash. We also purchased Lysol spray and Clorox wipes from the CVS down the street. We had to disinfect the entire room, spray the bed sheets, spray the shower area, spray the furniture and wipe down the fixtures...