Upsun Hotel — Hotel in Miami Beach

This hotel could’ve easily been 4 stars had one of my bags not gone missing on our last day. Upon arrival, staff were friendly and helpful. The room was large and clean. Bathroom toilet lid was half broken and there wasn’t much hot water so had a half warm shower. Location is great for South Beach and far away enough from the loudness of Ocean Drive. We had many bags travelling and left them all in a row along the wall near the TV. However at some point during the day when we were out and about, the cleaning staff stole my bag full of expensive, fragile items. I had managed to carry these items all the way from Los Angeles, through many cities over 3 weeks and never had any problems until this place. It was only when I was packing to leave the hotel the night before I noticed it was gone as I’d been out all day. After realising at 1am, I raced down to reception and was told nothing could be done until the supervisor arrived at 7am and the housekeeping manager at 8am. You bet I was down at reception at 7am, only to be told they would call my room to provide an update once they got a hold of these supposed supervisors and managers. An hour and a half later, I had heard nothing. So once again, I was back at reception to then be told no senior employees or managers would arrive until at least 10am…. which was a huge problem as I had a flight to leave for by 10:30. After a quick breakfast down the street, we got a call from the receptionist to say that the cleaners thought my large bag, weighing 6-7kgs/13pounds was thrown into the bin and that the bins had already been emptied. To say I was gutted, disappointed and angry is an understatement. All they could say was sorry and that it was my fault that I must’ve left it too close to the rubbish bin. For starters, why were the cleaners looking in my personal items to decide it was rubbish and why upon reading the word “fragile” clearly on the side of the heavy bag did they not leave my personal items alone??? Our only compensation was a refund of one night, yet to receive in our account, but that does not replace what I had bought and managed to travel with me for weeks. I have come halfway across the world, nearing the end of my trip and this experience was nothing but a huge downfall and disappointment. I truly believe that my bag was stolen because of its contents and had I told reception there was a laptop or similar missing, maybe they would’ve cared more and prioritised a persons missing bag, but they could not have cared less. There was no escalation of the incident, no checking security cameras (which were present near the elevators) and no prompt management. So please when booking this hotel, consider your items and try to keep them locked in a suitcase or you may face what I went through with lying, ignorant staff who could not care that a customers bag...

The rooms and hotel overall were clean, and the ambiance is romantic and boutique. The front desk staff was friendly. The hotel is in walking distance of restaurants, shops, and the water. Here are my cons:

Whatever you do, DO NOT stay on the second floor. Directly beneath the second floor is the parking garage. Any time they open the garage door, move a vehicle, etc. it sounds like construction machinery. I couldn't sleep my entire stay. There is only half a set of curtains covering the room windows. Typically, a set of curtains comes with two panels. So the windows weren't fully covered, meaning people in the building across the street can see into your room at night, and street light shines in. They are not up front regarding their fees. The hotel appears very affordable when booking, but upon arriving we were charged a $79 "resort fee" for extra things that we didn't want or ask for, such as chairs on the beach. Their team doesn't seem to be on the same page. I called and asked over the phone how much it would cost to upgrade my junior room to a double-bed room. They told me it would be an additional $39 per night. I repeated what they said and confirmed that number. I get to the hotel, and I was instead charged an additional $78 per night. Our friends booked a room at the hotel with us. After giving their car to valet to park in the garage (which is an additional $50 per night), their car was left ON overnight, resulting in a dead battery in the morning. The hotel agreed to not charge them for parking after this. I had to have someone from the front desk come up and lock my balcony door. The lock does not work as you would think. The door handle must be turned completely up, and THEN the lock will work. There's no way I would've figured that out unless I called. And they knew exactly what I was talking about, which leads me to believe that it's not just my room with this issue. Having to scan your key card every time you use the elevator is annoying, but I suppose I can appreciate the extra safety measure aspect. Overall, instead of what we thought was going to be an affordable $250 for a two-night stay, it turned into over $600. I understand stays in Miami are pricey, but the fees should be up front...

Our stay at Upsun Hotel was one of those trips that stays with you forever – not just because of its magical location on Miami Beach, but above all thanks to the exceptional service that went above and beyond all expectations!

Fernando and Sandra are true treasures of this hotel. From the very first moment, we felt we’d found a place where guests truly matter. Their professionalism, warmth, and genuine care for our needs were out of this world! They helped with every detail: from recommending the best local restaurants (the kind you won’t find in guidebooks!) to tips on discovering Miami’s hidden gems. Fernando even crafted a personalized list of the top spots in Miami – it’s those small gestures that make a stay unforgettable.

Upsun Hotel isn’t just about beautiful interiors or the perfect location – it’s the people who give it soul. Fernando and Sandra made us feel like friends, not just guests. If you’re looking for a place where every detail is tailored to your comfort and where the staff treats you like family – this is it.

Thank you to the entire team – especially the two angels at the front desk – for making our Miami adventure perfect from start to finish. We’ll be back at the first opportunity!

In summary: 1️⃣ Exceptional service – Fernando, Sandra, and the entire team redefine hospitality with their heartfelt, personalized care. 2️⃣ Prime location – just steps away from Miami Beach and within walking distance of the city’s vibrant energy. 3️⃣ Impeccably clean, stylishly designed rooms – modern amenities meet comfort, with thoughtful touches that make you feel at home.

A perfect blend of luxury, warmth, and convenience – 10/10...