Stardust South Beach Hotel — Hotel in Miami Beach

LEFT A LONE MUM OF A BABY STRANDED AFTER EMERGENCY SURGERY. REFUSED TO REFUND ME AFTER CANCELLING MY BOOKING. Honestly the worst experience of my life and the most terrible customer service I’ve ever experienced. Completely ruined my trip I’d worked so hard for! I travelled solo with my infant and our first leg was in Cancun. I unfortunately developed appendicitis and had to have emergency surgery there. The hotel were aware of this as I messaged them regarding this. I got clearance to fly to Miami - the last leg of our trip however the morning of our flight my bank card was stolen in the dining hall. I called the hotel to request to transfer the remaining balance and the hotel owner was being deliberately awkward and rude. He eventually agreed I could pay cash but unfortunately this proved impossible whilst alone with an infant in pain from surgery! I couldn’t use an atm as my card was obviously stolen and there was no western unions nearby.

Eventually he agreed to let me do a transfer and I sent the money over. My parents then called to ask if they can assist with sending other funds over and got a response of ‘we’re cancelling her booking goodbye’. They then informed me that there’s a risk my payment won’t clear for 3 days so they can’t accept the transfer! (Then why have me send it in the first place?!) The transfer cleared and bounced back the next morning (I pulled all money from my account so that they wouldn’t get it). I had already paid for my first night so they would’ve gotten the money.

They’ve refused to address this anywhere instead claiming I was asking them for money (entirely false - I asked if I was to transfer some money over once there if someone would be able to use an atm so that we’d be able to purchase some food and water before finding a western union once they open). I don’t see how this is begging for money seeing as the funds ARE MINE.

They’ve then decided to brand me a scammer despite the fact I had all medical papers to hand, confirmation from my bank of stolen card, some packages containing toys for my son waiting at the hotel and my family also trying to transfer my remaining balance so that I would be safe.

They have since refused to refund me my first nights payment. (Yet I’m the scammer?) Claimed that they did yet the transaction manager has no log of it existing. They ignored every message I sent. Luckily my bank got involved and recovered my funds.

I’m lucky Miami airport put me on an emergency flight home. Wicked wicked people to leave me and my son in such an unsafe position. Do not risk going here because if something goes wrong with your trip - you’re entirely on your own. I just hope karma...

Please please steer clear from this hotel! They destroyed my Miami trip that I had worked so hard for! We are from the uk and our first stop was in Mexico. Here I had to have emergency surgery to remove my appendix. I was alone with a 1 year old. The hotel were aware of this as I messaged them when I was in hospital. The morning of our flight to Miami my bank card was stolen whilst we were in the breakfast hall. I called the hotel to ask to transfer them the money. The man I spoke to was being deliberately awkward and rude. Eventually said I could pay cash. I did my best to get cash at the airport but having no card, being in a lot of pain and being alone with a 1 year old this was proving impossible. I asked again to transfer and was sent details. I sent the money over. My parents were on the phone to the hotel shortly after, wondering how they could help the situation, instead all they received was a ‘we’re cancelling her booking goodbye’ and they PUT THE PHONE DOWN?! How rude can you be to people just trying to pay you!?! They told my parents (although never bothered to communicate with me whilst stuck in the airport frantic) that he would not let us check in due to the possibility of the payment taking up to 3 days to process. I had already paid for the first night and my bank confirmed the payment processed the next morning (I pulled the funds from my account so they’d never get them after cancelling so if they comment saying this is not true - this is why) ||How disgusting to leave an incredibly vulnerable young woman and baby in pain on the streets. They would’ve got their money yet took great joy in treating me like dirt. Im traumatised and gobsmacked from the whole experience. I have never spoken to such rude people before in my life. Customer service is non existent. From Miami we were lucky our airline put us on an emergency flight home. Thank you for ruining my holiday stardust hotel. You are vile vile people and you should be ashamed of yourselves! ||||(I shall also mention their communication is rubbish. It took over a month to get a response on a simple question at one point and discussing having a parcel shipping to the hotel took weeks to get an answer for) ||||Do not...

My first day the lady was nice and pleasant, the next day was horrible the guy was nasty, my daughter took videos of bugs on the bed the air not working, she went to the front desk 3x no one was there I called 6x no answer her 4th time a guy was there she told him the issue he says Why she didn’t been say something Well sir how if no one was there he began talking over top of her try to intimidate her because she was young and a female I was on FaceTime with her and he yelled over top of me so I told him she’s leaving and I want a refund he stated I can’t get it until the reservation was over which was the next day, they charged for the entire stay, plus charged me extra for a 3rd person which was me knowing I didn’t come because of the bugs and no air, I’ve called and called no answer called Booking.com they called no answer email no response, so now I put in a claim at my bank with the video my call log my messages booking.com messages that this Hotel cont to ignore guess what NOW IM BLOCKED I have recorded the send me to voicemail and sent it to my bank as well, I’ve given them numerous opportunity to make this right now where here, this a added to your comment 1st of all you wasn’t polite and I was a registered you charged me a extra $28 and you have a photo of my ID, you never offered to go see the issue you told her why she didn’t say anything HOW AND NO ONE WAS THERE, plus you admitted you knew I told her to leave and you agreed but you still charged me for 2 nights after they left, the $28 charge should have been returned as well because of course I didn’t come because you was rude and disrespectful, so thanks for your comment it will be sent to my bank for verification that you knew she left and...