AC Hotel Miami Brickell — Hotel in Miami

I wanted to write you about my experience at your property. Here is the back story. I made 3 reservations over two months ago and I still had issues with checking in. As a traveler with rights I knew them before booking at Marriott. I am a Bonvoy member as well as Hilton. So I called the property on both sides upon booking to get all the information needed for my parties to check in smoothly. I’m aware that every property is different so that’s why I called three times before arrival.

I added names, I told them my needs with each party and etc. Marriott staff told me that they had me down for two double rooms and a king. One of the doubles was a one double suite on the element side.

Fast forward… I got there and the room type told to me wasn’t accurate and it caused major issues. I checked my party in before their arrival with my bank card, (only to find out that element never changed my room like they promised me.) I was waiting in the lobby with bags of balloons, a cake and other things to decorate my guest room before her arrival .

Melessa (Front office manager) apologized and put me on the AC side in a double and apologized for the miscommunication. I received keys from Melessa , decorated their room for a surprise birthday and then returned the key to Lucy at the front desk. I received several charges. AC charged me for their side, Element charged me for their side and a transfer fee was charged to me as well. NONE of these charges was communicated to me. I called Melissa she said she would match rates, refund all the overcharges and she also stated I wouldn’t be charged a transfer fee.

Backtrack… when I gave the keys to Lucy I stated “ My guess is already checked in and the room has her name on it… please give them to my guest when they arrive. Her and the guy (which I later found out he was a lead) was on their phones the whole time and talking to each other so that’s probably where the miscommunication came from when my guest arrived.

When my party arrived to the property at 10 pm they were asked for card , the front desk told my party they owed money, they discussed all three of my rooms total and charges (even though I was the responsible party) they refused my guest enterance to their room that was already checked in and decorated. Not only did they refuse my guest they gave them my room key and told them to wait for me there or wait until Melessa got back at 6:45 AM. They were rude and combative with the guest. All rooms had been paid for and checked in:

This was a failure on many parts. Charges are never to be discussed with a party that card isn’t on file. My room key should NOT have been given out without me being present or consent. My stay was horrible and it was my first time being in Miami. I have NEVER had this issue …like this with any other property. I look forward to hearing back from management concerning follow ups and follow through. I need ALL charges and overcharges rectified!!!! It’s been two weeks and I’m still 700 dollars overcharged. I have called , left a voicemail and texted Melessa. Now I have no other choice but to go to Marriott...

First off I tried to call to see if they had mini fridges in the rooms and they didn’t ever answer. They do have a small cooler type fridge in the room.

There are no microwaves in the rooms.

The coffee maker is on a shelf above the fridge but we couldn’t find a plug in there so we moved the whole tray to the bathroom.

The bathroom door is like a frosted glass (and it’s pretty heavy) so it’s very bright if you leave the light on at night like we do so our kids can make it to the bathroom without running into a wall lol

They have full size pump shampoo and conditioner which my husband loved! The shower is so nice! Has the rainfall or flexible wand type shower head with different settings.

The pool is open from sunrise to sunset. Towels are at the pool. There is a bar but we didn’t get anything from it. We brought our kids to the pool and they were the only kids there lol it seemed more adult oriented but all the adults there seemed fine with our kids being there and even came up and talked to us and the kids.

Breakfast is buffet style,it’s $22 and 6:30am to 10am.

Ice machine was literally not there. Also there was old food garbage in the cabinet under where the ice machine was supposed to be. I called the front desk and asked if they could bring up ice and she said we would have to go down to the front desk to get it because she couldn’t leave.

Location is great! You can walk to a lot!

Valet was odd and there wasn’t really a place to park and get stuff out. We had to pull over on the ramp and get our kids and all our stuff out while other cars are leaving down the same ramp. Not a very good system. No bell hops or baggage carts until you get inside they had one small luggage cart but we had to return in from the 8th to the 1st floor ourselves. They are pretty fast at getting your car out. They even got our stroller out when we needed it for us so we didn’t have to wait for the car. The valet were pretty much all nice guys.

Was on hold for 20 minutes at midnight

Make sure you take the right elevator or you will not get to the right place. I wish they had signs that explain which elevators go where.

$25 a day amenities fee The amenity fee comes with a $25 food voucher but it’s unclear what you can use it for. We asked the front desk but they just said “like breakfast or lunch and stuff”. We do know it doesn’t cover the snacks in the lobby because we tried that lol.

Check out time is 11am and if you want it to be later it’s $50 an hour.

Some of the staff was nice like the lady that gave us beach recommendations, and others were not so nice and just didn’t seem like they cared to be there.

They have an app for the hotel but it’s doesn’t really do much. It doesn’t even tell you the basic info.

Overall it’s a pretty clean hotel because it’s new but I think there are definitely things that need...

I do fully believe it's the people who work here that keep the business going so well, as I met some extremely friendly team members during my stay who made me feel welcome during our interactions. The challenge, though, in my opinion is that they're supporting a below-average facility. Nothing about my stay would I use the term 'Bad', but it was definitely less than I was expecting. Very odd address for starters, which could give some guests a challenge to find. Yes, there is an AC/Element sign visible on SW 8th Street, but that is NOT the hotel, and it's not even on a business directly next to the hotel. These hotels are clearly on SW 1st Court. The ground floor elevators do have signage, but it certainly could/should be better. One side services the taller structure, but thankfully both sides go to the 6th floor for check-in. On occasion the lighted arrow inside the elevator will indicate it's going up/down, but actually the opposite is happening. The Bonvoy app offers advance check-in, and routinely advises "You're All Set" for the time requested. Most of us know that's only a request and not a guarantee, but even after giving a phone number for texting when the room was ready, there was Zero communication. It does seem like the priority is for those in the airline industry who use this hotel between their shifts. That does make business sense, but it can be frustrating to the guests who are hoping for a relaxing start to their own Miami vacation. During it all, the two ladies at the front desk were smiling and helpful. The Destination Charge that is part of the billing is clearly outlined in the booking process, and it would be nice if all of those items could be received during the hours of the stay. The bartenders at the lobby bar (both gentlemen from Colombia) were fantastic in every way possible and made all guests at the bar feel valued and welcome. Thanks, guys!! The accommodation termed Corner Room Away From Elevators sound like a nice upgrade choice, but while the elevator might be only heard a few times by those nearby, one side of those corner rooms is overlooking construction on neighboring building, and the MetroRail train track several yards away with its continuous noisy trains coming by. The air conditioner in my 16th floor rooms was very noisy with a metal buzz occurring every time the unit kicked on. The water temperature and pressure were quite unstable, perhaps due to the higher floor. While I totally DO get it, there was some humor in going down ten floors to get to the 'rooftop' bar. The pool looked refreshing and quite clean, but something about the lounge chair availability seemed rather odd. Perhaps my expectations had simply been set too high. Again, I do not discourage others from visiting this hotel, but it just isn't one I'll probably visit again on my rather...