Mandarin Oriental, Miami — Hotel in Miami

My family and I stayed at the hotel over spring break. At checkin we had to wait approximately 30 minutes for our room to be “inspected” after it was cleaned. We were already pretty exhausted and starving but ok no big deal. We finally get key cards and get up to our room. The room was not sufficiently cleaned although it had just been “inspected”. There was hair from the previous guest all over the floor, bathroom floors visibly dirty, toilet dirty, stains on carpet, cigarette butts on the balcony. I cleaned up what I could with Clorox wipes and had to order dinner for my family as it was already 9pm. The next day I contacted hotel staff to let them know we would be leaving out for a bit and if someone would come up and clean the toilet (as I noticed the next day the entire inside of the toilet under the rim was disgusting) and service the room. They replied back right away they would send someone up to take care of it.

After we returned I noticed the toilet was not cleaned, cigarette butt still on the patio and the beds were made but all our chargers were unplugged and re-plugged into different outlets and one of the chargers was missing entirely. Called down to the front desk and they checked with the cleaning staff and they were unable to locate it in the old linens and it was nowhere to be found in the room. Also informed the toilet was still dirty (provided pictures) - completely the same as it was before we left. I had purchased a disposable cleaning toilet brush and just cleaned it myself because I could not sanitarily use the toilet in the current state nor allow my family to.

Front desk profusely apologized and said someone from management would contact me in the morning as it was too late for anything to be done as it was already 9 or 10 at night.

The following morning no one from management contacted us and eventually I had to talk to someone else at the front desk relating to another issue and informed I had not been contacted back about the cleaning issue or missing charger. This person (I believe his name is Jake) apologized again and said he was unaware of any of these issues and sent up the associate director of housekeeping.

At that point I had already undertaken the task of cleaning the areas in the room myself as it was the third day we were at the hotel. The AD of housekeeping again apologized and brought up a new charger within 20 or so minutes. I appreciate the charger replacement but nothing was done at that time regarding the terribly insufficient cleaning of the room. Quite ridiculous to be on a relaxing vacation at a 5-star hotel and have to clean the floors and toilet myself. She said she would talk to whoever was front management that day and they would contact us.

We never heard from anyone and at that point I had issues everyday and didn’t want to devote anymore of my time and attention ON VACATION to these issues. We checked out without anyone discussing any of the issues we had been reporting. The experience we had at the Mandarin in March 2024 was a drastic decline from our previous experience and I am reluctant to stay at the hotel again given the many hotel...

It is hard to find enough superlatives to describe our 6th year wedding anniversary at MO, Miami. So grateful we found this oasis of paradise in the middle of one of America's great cities. Please visit soon since this Grande Dame of Miami will come down in March of 2025 and should not be missed. Of course, MO is not giving up this unique and iconic piece of real estate on Brickell Key--it will be replaced by a sparkling new MO hotel to enhance the MO Residences which are being built next door. I am sure those will be quite worthy of your patronage also, but there is nothing like having stayed at the original namesake.

Where to even start??? I guess at the beginning where you literally walk into a breathing Work of Art constructed out a Bamboo installation you will not forget. From there you are greeted with a tremendous front desk helmed by Sebastion who runs a 5-Star Establishment how one should be run! I will skip the commentary on what has happened to excellent customer service in America these days and simply note that the plethoria of 5 and 10 year pins on the staff reflected what we experienced: special individuals who cared that their guests walked away thinking "why can't everyplace be like this?"

Oh, the food--it was fabulous no matter which dining establishment we tried, but the highlight was eating caviar at sunset overlooking Biscayne Bay with the lights of the Miami starting to sparkle. Eating caviar and staying at Mandarin Orientals is not a regular part of our life and this was the only anniversary celebration of our six years of marriage. You see, my husband keeps telling the doctors (for 28 years) that he has no intention of dying until God says so I am not sure he even hears them anymore when last Christmas was blessed with a heart attack two weeks earlier!

If I could wish for you only one special event treat for you in this life, it would be to have your caviar served on the terrace of MO's bar. These adorable little buckwheat waffle replace normal blinis as the MO Signature twist and it is an enhancement you will always remember! Most importantly, you don't have to be staying at the MO to gift yourself this magical experience.

Oh, the Spa. If there are angels on earth who have hands, they would be Maria and Wendy. These gifted therapists will guide you through special and delicious treats at the Spa. Even if you are not a believer, you will pray your moment there never ends. Simply divine!

Finally, of course, this kind of special paradise does not happen without the tone set at the top. From Flavia Daudan-Caponi and her amazing and indispensable right hand, Odalis, all the way down to Maribell at the spa and to the bell-boy Kaden--there is a constant theme and humble attitude: "We are the best and you deserve every bit of it."

Book today and enjoy a moment of sanity and pleasure in these chaotic days in...

The experience from the first step on property was magnificent. We received prompt and friendly service, a lovely hibiscus tea on arrival, quick bag service, and a variety of complementary amenities and food and service credits for using our Amex. The room views are magical. The balcony is gorgeous with panoramic views of the entire Miami skyline and water.

Our room has a cutout from the bathroom/ tub through the room and out of the balcony. There are views of the area from every single spot in the room; even the toilet, if you care to leave the door open. The room has lots of hidden gems, from a little tray for complimentary shoe shines to slippers and robes already laid out, artistic and delicious truffles, chargers and ports everywhere, luxurious (and not overwhelmingly scented) bath and body products, and a postcard they will mail from the concierge for you.

The only ding against the room is the bathroom. There is an incredibly small sink/ vanity space with one sink and two slim, short countertops on either side that are already mostly full with the complimentary toiletries (toothbrush and toothpaste, shaving kit, shower caps, etc.) and washcloths. The shower was easy to miss at first, tucked in the corner with an awkward shape. The shower head is small and oddly close to the wall, but it is adjustable. No bidet, which I only mention because our Biscayne Bay hotel had one and that hotel wasn't nearly as nice.

Food on site has been impressive. Breakfast was lovely at La Mar. Delicious food, polite and prompt service, and once again amazing views. The pool lunch was the best one I've ever had. There are quality, fresh ingredients and a fun spin on classic food, like the truffle honey grilled cheese with comté, aged cheddar, arugula, and of course truffle honey. The fries are perfect.

The concierge, David, was incredibly helpful with restaurant recommendations. He was able to get us a same-day reservation at a top restaurant in the area with high demand and no public availability. All of his suggestions from the menu were excellent and he was so kind.

The spa is relaxing and tranquil. There are limited facilities, but good ones. The women's area has a sauna, steam room, and relaxation room (with comfy chairs and a few snacks). The showers here make up for the ones in the room. Four overhead showerheads, four on the wall, and a handheld sprayer. There is a touch screen with various lighting modes (thunderstorm is soothing and even has flashes of lightning). The Bluetooth feature was not working, but you can set the set exact temperature of the water and toggle each shower head section on and off.

Overall, this has been a relaxing and incredibly wonderful stay. We have one more night before we leave, and we're already trying to figure out when we...