Miami Marriott Biscayne Bay — Hotel in Miami

I stayed here recently for a conference, for 2 nights. The conference was fabulous & well executed, but I'm afraid it stops there. Because this hotel is a Marriott, I had a certain level of expectation for quality of service. They fell short.

The hotel charges a nightly destination fee, that includes various activities, 2 "complimentary" cocktails at the restaurant, & my room included a $30 dining credit - which offset the destination fee. When I got to my room, I looked for the book that gives all the details on check out, amenities, room service, local attractions, etc., but there wasn't one. I checked the menu on the TV, but information was certainly lacking. I headed to the restaurant, drink ticket in-hand (although not a drinker), & was told there was a 30 min wait (the restaurant was not full),. I sat at the bar. It took about 5 min. before either bartender acknowledged me. Handed the "coupon" to the gentleman. After a little back & forth, he served what seemed to be just mango juice. He said there was only 1 option for the complimentary drink & it was already mixed. That's fine, I'm not a drinker & just juice was fine. He took the ticket for 2 drinks and I only got 1. Pass another 8-10 minutes & he took my order. Service was SLOW & he was less than friendly. I had to flag the girl bartender down just to get my tab. I would expect it wouldn't be that hard to order or check out sitting AT the bar.

Moving on. The room was nice, but INCREDIBLY HOT @ night, even after turning the AC down to 65. I don't think the AC was working at all. After showering & drying off with the sandpaper towels.....OUCH (what happened to those soft fluffy towels), I discovered the hair dryer only blew cold....which took longer to get my hair dry. I went to the lobby on our break to ask for a replacement & a later check out time. A replacement hair dryer NEVER came & asking for a later check out on the following day due seemed like the biggest imposition to the lady at the desk. Night two - no replacement hair dryer & a room hotter than hell. I had 2 unpleasant & sleepless nights in this hotel, a hairdryer that only blew cold & towels like sandpaper. Are the fluffy towels reserved for elite members??

Last day....I ran to my room before noon & call the desk to, again, to request a late check out. This gal said "Well sure, but it will be $50/hr." Are you kidding? Pass. I headed to the front desk to check out & check 1 bag. This was probably the last straw for me with this hotel. The wait began.....apparently not just for me, but also the gentlemen in front of me. I'm guessing he'd been there for a while, as he was visibly irritated. The 2 clerks at the desk were solely working the elite line. When an employee did come out, another patron who hadn't been waiting line hopped up to the counter ahead of us & was promptly waited on. The attendant DIDN'T EVEN ACKNOWLEDGE THE MAN IN FRONT OF ME OR ASK WHO WAS NEXT.....and then that clerk disappeared. Even more frustrated, the man in front of my gets the attention of the personnel working the "elite" line & they attend to him. Meanwhile, another lady cuts in line and I'm left standing there, as if I wasn't even there, for a good amount of time. I decided to hollar out and let them know I just needed to check my 1 bag... they wave me over to the elite line. Maybe they were short staffed, I don't know. Anyway...the gal clearly didn't know what she was doing, so perhaps she was in training??? This entire ordeal of checking out & checking 1 backpack took almost AN HOUR!!!!! And go figure, as soon as she figured out what to do, tagged my bag and got me squared away, 2 hotel staff members come out from behind the counter and holler "I'll take the next elite member over here."

I'm sorry, but if you only serve "elite" members, you'll lose the business of future "elite" members before they ever get there. Really, probably one of the worst hotel experiences I've had in...

I am writing this review after one of the most disappointing hotel stays I’ve ever experienced. I rarely complain and was here to relax and celebrate my wife’s birthday—hardly expecting this level of poor service and unprofessionalism. Below, I outline the issues that turned what should have been a special stay into an aggravating ordeal.||Let’s begin with the appalling behavior of the staff at the bar on the night of December 30th. A large man was working there, and his attitude was simply unacceptable. He didn’t greet guests or offer a menu, instead resorting to rude nods that made it clear he didn’t want to be there. The bar counter was filthy—wet, stained, and left a mess from previous guests. I had to explicitly ask him to clean it. This was not only embarrassing but demonstrated a complete disregard for basic hospitality standards.||On top of this, the list of issues is staggering:||Untrained and Indifferent Front Desk Staff: Long queues due to understaffing, with only one employee showing any level of professionalism. The rest were uninterested, and frankly, patronizing.|Overpriced and Low-Quality Food: $76 for two Caesar salads that took 35 minutes to arrive. What was served was laughable—three uncut pieces of lettuce, a few cherry tomatoes, and side portions of chicken and bacon. A complete insult at that price point.|Dirty Corridors and Poor Housekeeping: The hallways were dirty and never vacuumed. Towels in the room smelled of smoke or were simply unclean. There wasn’t even complimentary water, a basic amenity expected at Marriott properties.|Neglected Pool Area: The pool was a mess. The bar was closed, the jacuzzi didn’t work, and there was no service or lifeguard present. Dirty towels littered the sunbeds, and bizarrely, staff allowed guests to bring and eat outside takeaway food at the pool, even assisting them with their bags!|Room Issues: An alarm clock left set for 5:00 AM by the previous guest meant an unwelcome wake-up call, and shower gel wasn’t replenished after the first night. Basic housekeeping errors that are simply inexcusable.|Customer Service Failures: When I asked for a universal charger, I was met with a flat “we don’t have it,” without any effort to assist further. A request to book a local dinner reservation was also declined, with no explanation or offer to help. And when I asked for the GM’s email—a standard business tool—I was told “no,” as if they were doing me a favor by even speaking to me.|The only positive was the room itself, which was modern with a nice view. Unfortunately, that does little to offset the numerous failings that ruined our stay.||This hotel clearly has no interest in guest satisfaction or maintaining even basic standards of cleanliness, service, or hospitality. I hope this review serves as a wake-up call to management. I’ll be advising others to avoid this property...

Let's start with the only positive about this hotel, its location. Very nice and close to the bay and a lot of things are near the location. Besides that this place is a total mess! WORST and I repeat WORST place to stay! For starters they charge you 30$ a night for a "Destination Fee" that you have to use everyday or you lose it! However NOTHING is covered! Only thing that is covered is an EXTREMELY overpriced restaurant where the food is some of if not the worst food I have ever had. We had the Salmon and it was so dry I had to drink water just to push it down my throat! We ended up ordering more food since we arrived super late. No worries we can go to breakfast and enjoy that right? Wrong! The breakfast was so underwhelming, the service is slow to get any drinks out! And its all self service! That's fine but then why are you charging us 100$ for breakfast for 2?! I mean price aside at least have fresh food. The eggs were in there for a while and the French Toast was super hard and dry. If you're going to charge like a 5 star meal at the very least have it fresh! I really don't think I am asking for the world. Next up let's talk about the amenities, or should I say the lack there of! We wanted to relax at the pool and maybe use our credit for some drinks and a nice swim. Just kidding the pool has been closed and reading the reviews it looks like it's been closed for a while! We were trying to kill some time before we had to leave yet there really isn't anything to do at the hotel. I haven't even started with the room, the TV in the room shows you your current bill, MAKE SURE YOU LOOK AT IT! These people will charge you for everything! We had paid for the breakfast and we ended up being charged AGAIN! When we called the front desk and asked what was going on they said and I quote "Your card is not on file" Uhm what? How are you going to tell us the card is not on file? We are in the room and last I checked every hotel asks for an ID and credit card to be kept on file? After putting us on hold for a few minutes the receptionist magically "found the card on file". And suddenly the charges were taken off because we had prepaid. However if we never looked into this we would have been charged twice for the breakfast! The room itself had a nice view however we had a Nintendo Switch that we tried to hook up to the TV. Except we couldn't, it only connects to the bill and whatever they want to show you! If you try and disconnect it the remote doesn't work and you just have to hear everything at max volume with no way to turn it down! And don't even get me started about paying 37$ for parking PLUS taxes and fees on top of that! I know this is a "fancy hotel" but even at other hotels such as the Hilton we've been treated MUCH better. I would honestly just pick a different hotel! There is a Hilton...