EAST Miami — Hotel in Miami

Worst experience I’ve ever had in my life, This happened a little over a year ago but I’m still disappointed by the service received from the front desk staff. Our stay at the East was a complementary night that we got from a contest of a portrait. The company is Bradford Portraits. We are not from the area so we traveled down to Miami. I received an email confirmation and everything to check in at 3pm, we valet our car by the way the valet service was great, the only decent workers there. We went to check in and I berforehand spoke to the lady from the portrait company who reassured me everything was ready and to enjoy a relaxing stay. At the front desk of the hotel upon checking in, the first lady at the counter said there was no reservation on my name nothing was paid. I must have called the portrait company back and fort 10 times where they said it was paid and the hotel kept giving us issues. I spoke to everyone there. A girl then a guy then another girl who kept checking the computer for the reservation. A guy came to assist I’m assuming he was the manager don’t remember his name but he was a black male and almost bald, I think he was manager of customer experience something like that. He was extremely rude. Look at us as we were less of a value or trashy people. We were there for hours frustrated just trying to get our room. Finally after I was giving up ready to put our bags I. The car, and 3 hours of back and forth they decided to give us the room. Makes me wonder if this was a scam to make us pay since we were already there, desperate and tired, but I don’t discard the possibility of being a mistake. Nonetheless I don’t understand why we were treated so poorly, we were tired and had plans to hang by the pool and get some drinks and possibly eating at the restaurant since our stay was free we wanted to spend at the hotel. After being in the lobby for 3 hours trying to solve the issue we went to our room to change into our bathing suits only to realize it was already 6:45pm and the pool closed at 7pm. The room was very nice and clean the view wasn’t the best because at the time the building across the street was in construction so there was a lot of construction noise. We also asked if we could get some ice to our room but after calling a few times and even though the said they will bring it they didn’t. I went down to the restaurant asking if it was possible to get some ice and once again the staff looked at me as I was nothing but a worthless person and said we will bring it and never happened. Regardless my mom and my sisters tried to have the best time possible not as we plan but we ended up going out to the brickwll are and went out to spend the money at a place where we weren’t treated so bad. We got up the next morning and got our beautiful portrait done and call it a day. Still till this day I don’t understand the need of the staff for being so rude for putting us down like that. I hope karma catch them one day if it already didn’t Once again thank you to the valet guy that was so kind and although he couldn’t do anything about it showed some sympathy but I know he’s from third party company so maybe that’s why. The hotel staff seem like miserable people that want to...

We stayed at hotel for a week Mon-Sat. Here are our opinions Location: Hotel is located right in downtown. Tons of restaurants and stores nearby, we walked to most of the restaurants that we dined in, except for when we went to eat at the beach. We never felt uncomfortable walking around the area as it's right downtown so it was always pretty busy. Catching ubers was very easy, never had an issue. Hotel is literally connected to a shopping mall, there are restaurants and dessert places there as well. Very happy with the location. Staffs: Everyone that we dealt with was very friendly. We arrived early and were able to check in early, they offered us drinks at check in (water or shots of margarita). Room: Probably one of the nicer hotel rooms that we've stayed at, loved the modern touch. There is a water fountain right next to the sink so you can fill your water up. Fridge is full so not usable, fyi. Bed was very comfy and the pillows were not, they were too soft and flat. We got a King bedroom with balcony (view of the street), we stayed on the 29th floor, the view is just of the buildings across the street, one is in construction so not the best view but we never heard the noises from the room. I assume the view of the pool would be nicer but I believe you have to pay extra for that, but we were fine with our spot. Room keeping is on point, everyday we leave and come back to a made up bed and fresh towels, very happy with that. Shower is very nice but the water pressure is not very strong. Also, the lights turned off themselves once in a while, that didn't happen till out 3rd day there I believe. Pool: Very nice area with plenty of chairs. There are 2 pools and 2 jacuzzis (1 hot 1 cold). One pool was pretty much always in the shade and one is in the sun which is perfect. Pool area was nice and clean, it didn't get busy until Friday but there were still chairs available. Staffs were very friendly and helpful. We got 2 free drinks a day included with the room, the virgin mojito was our favorite, you can also order food at the pool. Fresh towels are provided. You will hear the construction at the pool tho, we wish they had speakers with music playing, that'd be perfect. Pool closes when the sun goes down, fyi. Gym: Nice and clean, towels and water are provided. It was never busy when I was there. Sugar: There is a very popular bar on the roof top, we went up to take a look but never ate there. You will find a lot of outsides coming in the hotel just to go to Sugar. However, you can't access room floors unless you have a key and we never had an issue with waiting for the elevators as some of the reviews claimed. There was a long line for Sugar on the street but they let you go right in if you show your key and even then we didn't have an issue with the elevator either and the lobby was very busy. Overall, we were very happy with our stay and we will definitely stay here again. The complaints we had were minor so we would highly...

Only reason my rating isn't 1 star is due to Godfrey (head of security) and Carlos who were great in helping me find an item that housekeeping accidentally took from my room. I stayed here for a week for a work offsite.

Why the bad rating?

insane drag races every night outside and windows are NOT good so I actually slept very poorly due to the car noise (think constant donuts and like people thinking they're like in GTA Miami or something) pillows and bed WAY TOO SOFT. Pillows basically provide zero support. Very difficult for me to fall asleep and constant back pain. Food honestly not so good insane lines and amount of people esp on weekends for the club on top floor

Totally incompetent service staff except for Godfrey and Carlos. What happened? I used my travel pillow as a pillow because their pillows sucked soooo much, and wrapped it in a towel when I slept and left it on the bed.

On my second to last day, the housekeeping staff accidentally threw the towel and my travel pillow into the cleaning bin. I slept super poorly that night as I basically had no pillow. I also called the front desk twice at midnight when I realized this and they said they would investigate and file a report with security and even called me at 1AM to ask what time I think it happened. I answered and they told me I could call back for an update in the morning when I woke up.

I woke up and called. The woman at the front desk at 8AM was harried and said "I just got in can you give me some time to ramp up on this and get back to you." I waited an hour. I was checking out that day so was anxious to get my pillow back. No call back. I called front desk and a new person picked up and gave me the run around. ("Call back in 15 minutes..." "I'll transfer you to the concierge." "I'll transfer you to the front desk..." phone call dies after the transfer.)

Literally I had to call 7 times and eventually the front desk person put me in touch with Godfrey at security who assured me that he would personally figure this out. Then they talked to the housekeeping lady who utterly denied everything. Godfrey followed up on his promise and came to my room and had me fill out a missing item report. We talked through the problem with Carlos and then they finally checked the washing area of the hotel where they found the item because it was indeed accidentally taken by the housekeeping lady.

And that is how like 10+ phone calls, talking with like 7+ people and like 5 hours later I FINALLY was returned an item that was TAKEN FROM MY ROOM BY HOUSEKEEPING (ACCIDENTALLY BUT THEN THEY DENIED IT).

I was about to rip my hair out from frustration until Godfrey and Carlos helped me. Props to them - I recommend the hotel staff replace the pillows at least if not the beds but also hire better staff like Godfrey and Carlos because basically everyone else was totally useless in helping me address my issue to a level of incompetence I...