Aloft Miami Airport — Hotel in Miami Springs

When I arrived at Aloft it started very well- staff was friendly, the hotel seemed clean and was in a good location. Then things changed. I ordered the stay for breakfast rate, this hotel is not really set up for breakfast and what they did have was not good and the room was not comfortable. On top of all that I asked staff questions about the hotel, the area and got snapped at saying they weren't going to tell me that and for me to Google it? I was ready to let that go, then came my bill. This was for work and when booked it shows one charge the receipt and charge need to match. I got a charge that posted in my account for $140 for my stay there. I knew that was off, I went to look at the receipt and they charged me for the first night and then did a second charge for the next. I had never had this happen before only gotten the full charge any time I've stayed at not just a Marriott but ANY hotel. I checked and there is absolutely ZERO mention of this on their site. I spoke with my boss and he said that it was against company policy but to just contact them and they should fix it. The email which was a 'do not reply' had a phone number it said to call the hotel at with any issues. I called and it said the number was disconnected! I Googled the number for the hotel- I got no answer. I called the customer service line for Marriott, was told by them that the $140 should be a pending charge that would drop off after a few days. I explained with how my work card works I don't see pending charges only what has posted, and I just needed help if I could putting everything on one bill. She said she would forward to the hotel as they would have to take care of any billing and I should hear back in 3-5 days. Later I received an email from their staff sending me another copy of my receipt as he said I had requested. I responded back stating that is not what I requested and explained how I wanted help with getting the bill on one charge as it was against my company policy. He responded there was nothing he could do. At this time I received an email asking me to complete a survey. I filled it out, and it wasn't pretty as I’m upset at this point. I received an email from the GM stating they got my survey and would use it as a teachable moment for the staff. Since I wasn't getting anywhere with the staff, I decided to reach back out to the GM and let him know what was going on. He said that was the policy but he could write a letter for my accounting department. I let my boss know and was told to keep going and get it fixed. I let the GM know it was policy and how frustrating this was and he let me know he was out and would look at it later when he got back. The following week I still hadn’t gotten any resolution so when I got a break in my work, I decided to call the Marriott help line again to ask for a contact email. Finally after the call I was contacted by the GM that he had fixed the bill to show one charge on it at least but was still not corrected on the card. I do greatly appreciate this and know he’s trying but I’m still in the same situation over a week later. The GM was very nice, this had just been an incredibly frustrating experience. I have to turn in my expenses in a timely fashion, and in this period I had been waiting on things to get corrected so I was behind. I emailed Marriott corporate and they gave me a canned response that they appreciated feedback but that was the billing policy- even though it isn’t mentioned anywhere clearly when booking. I chose Marriott as a preferred brand to stay at, I can't tell you that this hasn't almost made me rethink my choice. I would not stay at this location again. Not only did I have a bad experience I got reprimanded by my job for something I had no control over and found it impossible to get help. Almost 2 weeks later of waiting and I couldn’t wait any longer I had to turn it in and just take the consequences. I understand things happen but this is a little extreme and there are many things that could have been done...

The hotel it self is nice. However, when it comes to the management team and professionalism, if one could give negative stars it would be negative ten! The management team is here is backed by Isabel the general manager, who excuses her management (Nester) team poor behavior and utter unprofessionalism. Customer service is a thing of the past and there is none! Nester, was terrible with the way that he spoke to me when dealing with an issue. He was breathing as if I were irritating him for him doing his job of providing customer service. He was condescending and very dismissive. I was very shocked that he was the manager at a Marriott property. It was a sign that I should’ve probably cancel the four rooms that were booked at this property. I want to point out , this isn’t about trying to get something for free or any kind of compensation or refund! This review is entirely to make people aware of the lack of customer service and the way they handle customers who pay their money to stay at this property. Fast forward, a few days ago we noticed that money was still being held, not a big deal, things happen! My mother called in to figure it out as the bank said we needed to have them release the funds. She got on the phone with Nester! Nester was very rude to her in tone, condescending and just lacked the professionalism that one would expect when dealing with a manger from Marriott. He yelled at my mother that he has other customers in front of him and he hung up on her! Yes, hung up! Having previous experience with Nesters nasty attitude, I took to the BonVoy elite line to make a report. Nester emailed me the following morning. Again, the tone of the letter was condescending and dismissive. Not taking responsibility for his lack of professionalism. I responded to Nester's email with my sentiments, how he made my mother feel, and how he created a terrible experience. I only gave what I thought about the way he handled the situation. I had to suggest ways in which Nester could’ve handled the situation if he was too busy. He could simply put my mother on hold ; or even taken her number and return the call later together assist her. Nester closed his email out by suggesting we should part ways professionally, his way of not dealing with the issue and dismissing me. I then suggested he remove him self from the position he’s in, being that he lacks the professionalism it takes for his title.

Isabel, the general manager responded after nester did with a thumbs up, not acknowledging the issue or knowing much about it. The issue was getting assurance with getting the hold of the incidentals released. She addressed things that were already resolved or plainly not relevant. Her three to four sentences were hat she thought was addressing the issue was the opening for her being retaliatory and scolding me for explaining my sentiments regarding my experience in dealing with Nester. She proceeded to tell me she’s blocking me from further bookings from this property. This was two paragraphs! More today about me telling her manager about the way he treated my mom and how unprofessional he was. Not one curse word I used! He was clearly disrespectful and she never once apologized or acknowledged the un professional behavior he exhibited. It was clear that Isabel, the General manager, condones this type of behavior at this property and can confirm the other reviews about how rude management is. It’s because she makes excuses for them and fails as a leader and setting an example as to what customer service leaders should be. Management here at this hotel is terrible and lacks professionalism and decorum! Customer service is not up to Marriotts standards under Isabel’s leadership.

Talia, was the only one who exemplified professionalism! Her tone, her choice of words and the reassurance that she’s there to help! She should be the one in charge of the entire property. She doesn’t seem like she would give excuses and protect her employees for giving poor service or...

For this hotel to be a Marriott hotel is very disappointing... I reserved my reservation on Feb 6th for just one day for $64.41. I accidentally booked a king room but I needed two queen beds. I have called up to this hotel at least 4 times since then to edit my reservation and I got the run around saying there would be a comment on file and I will be able to get my two queen rooms. The day before check-in I received an email from Isabel Fraga-Mojinson ( the general manager) welcoming me into the hotel and asking if I needed anything to just reach out! I happily responded to her email and told her about me needing the 2 queen beds and seeing if she could help me out. Of course, no response back on her end.. The next day after driving for 5 hours I made it to the hotel and at the front desk was a guy named Nestor ( amature supervisor) and a girl with glasses. I simply say " My name is Diavion Ashley and I'm here to check in while pulling out my explore rate form. Nestor starts to stutter and ask me " well didn't you receive the email?" I kindly say "no what email what's wrong" Nestor goes to explain that they ran my card and it was declined. Now, They decided to run my card early before checking in and only notified me through email. Now this has happened to me before because I do have multiple cards I use while traveling but whichever marriott hotel I'm staying at they reach out to me through phone to let me know! They did send me an email but as I mentioned above I'm driving down to Miami and never looked at my email because I wasn't expecting any emails from anybody! After Nestor informed me the reservation was cancelled he then goes on to say" since my explore rate was so low they cancelled it and gave my room to someone else"! At this point my sister-in-law steps in and asks for the policy, and the manager so we can speak to someone to get this situation resolved. As Nestor steps away we then go to explain how inconvenient this was and now we don't have a place to stay and the associate goes to point out there's a motel 6 right around the corner. With me not just being a bonvoy member but an associate at the corporate of marriott was very disappointing to realise how being an employee for marriott this is how I was treated. I repeatedly asked to speak to the manager and the manager refused because I booked under explore rate. I called the customer service line to see if they could help and their manager refused to help and told me since it's an explore rate they couldn't help. I then ask who I contact to get this resolved and the customer service rep says to contact my manager. I contacted my manager and also no help. So yeah!!! This is how rude and unprofessional I was treated as an employee and a customer from this hotel. And there was no help from no one except for Nestor laughing and smirking in my face while being extremely upset and frustrated and his associate for unprofessional remarks towards my family. All of this just because the rate that I booked the reservation was low. Also I read the policy and it states upon arrival there would need to be a valid form of payment not 7 hours before checking in. And in order to hold a reservation you will need a credit card number to reserve your room in...