Four Points by Sheraton Coral Gables — Hotel in Miami

This is my second time staying in this property ( I stayed back in December 2024 ). ||First time was not great. I took a second chance and this is what happened.|....|I had a reservation for June 27th for three nights. Due to a six-hour flight delay, I called the hotel the night before to inform them. The agent who picked up my call assured me everything was fine and that, since I had completed mobile check-in, I could go straight to my room upon arrival.||That’s not what happened.||I arrived around 4:30 a.m., exhausted and desperately to crash into my bed. The overnight agent, Ms. Rose, greeted me with an unfriendly, condescending attitude—no "good morning," no welcome, no courtesy at all. I explained I had checked in via mobile, she just ignored what I told her and made me go through the check in process again—re-entering my credit card and signing the pad—without providing any helpful explanation. Her tone was dismissive and aggressive, and she seemed more interested in her conversation with another person at the desk than assisting me. Communication was impossible as she kept interrupting me.|Once I got to my room (810), I was shocked by how dirty the carpet was—large visible stains everywhere. The next morning, I spoke with Jessica and later Andy at the front desk. Both were professional, kind, and empathetic. They acknowledged the issue and offered me a room change. Their response was the only bright spot during my stay.||The new room (1016) was slightly better—still stained carpet, though less severe. However, the armoire door was broken and wouldn’t close properly. I informed Andy when I returned the key to my previous room. He did apologize for it and asked me send someone to fix it, which I declined because I rather have to be repair after I check out.||Later that night, I found out the in-room phone didn’t work either. I needed firmer pillows because the ones provided were essentially empty pillowcases filled with shredded fabric. Since the phone didn’t work, I had to call the front desk using my cell phone. The new pillows that arrived were the same as the ones I already had. ||Apparently, this hotel doesn’t offer firm pillows.||On top of that, water pressure in both the sink and shower was weak.|Check-out was also unnecessarily difficult. I asked to split the charges between two credit cards—room on one and parking on another. The desk agent gave me a confused look and called a manager. When I expressed that this shouldn’t require a manager, she said she was in training. I apologized, but she wore no name tag or indication that she was a trainee. Management should ensure staff are properly identified so guests know who they are dealing with.||Pros:|• Jessica and Andy were professional, kind, and handled my concerns very well.|• They genuinely seemed to care, which stood out in an otherwise frustrating experience.||Cons:|• Rude and unprofessional overnight front desk service.|• Dirty rooms with stained carpets.|• Broken furniture and in-room phone.|• Poor water pressure.|• Inadequate pillow quality.|• Poor communication between staff and guests.||I won’t return to this property. For a two-day stay, it was more stress than comfort. The hotel clearly has operational and training issues, along with serious concerns regarding room maintenance and cleanliness. Hopefully, management takes this feedback seriously and improves conditions for...

Let's start with the good because this is a nice property but it could be so much better. The location is convenient to Merrick Park for shopping and dining and very close to the Miracle Mile. The beds are super comfy. The restaurant, bar and food are good and they have a fabulous bartender named Miguel who many guests enjoy visiting time and time again. ||||Now for the opportunities .... I stay here for 5 days at a time several times a month for work and have been doing so for a long time and I'm statused with Marriott. Every time I check in it's groundhog day. "Hi. Welcome to the hotel. Have you stayed with us before?" then they start on their spiel about the property and its amenities. I don't care that they don't acknowledge my status (which is SOP for Marriott) but perhaps an occasional "welcome back" would be nice? This happens every. Single. Time. ||||During this week's trip, I quickly realized my thermostat was locked so I could not set the air below a comfortable temperature. The toilet also ran loudly when flushed. Had it not been 10pm when I checked in, I would have gone back down to request another room but i was tired so, instead, I reported it to the front desk as I was leaving for the day the next morning. The desk agent wrote down the information and off I went. I returned late that night and nothing had been touched. Same with the next night. 3 nights of not sleeping well because I was too hot and with jiggling the toilet several times to quiet it down every time I used it. ||||Two visits prior to this one, the bar was out of - I'm not exaggerating - about 60%-70% of their inventory. Every type of beer, liquor or wine my party and I tried to order was out of stock. And that lasted through my next stay a week later. To add insult to injury, they have not had a working POS system in the bar for at least a year. That awesome bartender, Miguel, not only has to tell his customers they are out of stock on almost everything, but he has to track and tally everyone's checks on paper then run downstairs to the front desk to process their checks! ||||The bad is beginning to consistently outweigh the good so I'm likely going to switch to a different hotel for my Coral Gable trips in 2024....

Our room was clean and the decor is nice, but we encountered other issues that made us decide not to stay here again. ||The heavy barn door outside the bathroom made a loud dragging noise when we moved it. Not sure why this has not been reported by the staff. During the night, we heard a loud sound of water rushing down every time they flushed the toilet in the room above us. This happened several times during the night. When we turned on the shower, there was a loud shaking noise in the wall. Definitely plumbing issue that have been ignored.||This place has no insulation. You can clearly hear everything from other rooms. ||When we checked out, an older lady was sitting at the check in/out desk looking down at her cell phone. She did not even look up to greet us. We said good morning, she looked at us, raised her eyebrows and didn't say a word. She gave us a look of “what do you want”. So we told her that we wanted to check out, she finally spoke and said “what's your room number”. Not even a good morning, did you have a nice stay? Very nasty.||We had already looked at our bill that was emailed, so we asked her why we had a $20 charge for “valet parking”. There is no valet parking. They don’t have an attendant there to take your car. The guy that checked us in never said that we had to pay $20 for valet or any type of parking, but with her nasty attitude, she insisted that it was $20 for parking.||We told her that we were parked at the entrance where many other people were parked. We told that to the guy that checked us in and all he did was give us a piece of paper to put on the dashboard. No mention of charging $20 for parking.||She gave us a hard time, but we did not give in. She had to remove it from our bill.||Property amenities listed here on TA, says "Free parking". If you were charged for parking, get a refund.||We will definitely not return nor recommend this place to anyone. There are many nicer Marriott properties in Miami/Coral...