Novotel Miami Brickell — Hotel in Miami

We booked a room at the Novotel because it appeared to offer luxury-style amenities in the area of Miami that we wanted to be close to. Visiting for Lady Gaga's concert, the hotel was close to stops for the Metromover (to get to the arena) and the Metrorail (to get to and from the airport), making commuting a breeze. That is one of the only positive parts of our experience that I will note.

I confirmed our check-in via email the night before we arrived, noting that the booking stated: "Amount already paid: $574.40" and "Remaining amount to be paid at the hotel: $0.00." Imagine my surprise upon check-in when I was asked to charge an additional $974.40 to my credit card. When I asked the hotel clerk the reason for the charge, he told me it was for incidentals and would fall off my credit card should nothing be charged to the room. When visiting the rooftop bar, we paid everything via cash or credit card and charged nothing to our room. Upon check-out, the clerk confirmed that no incidental charges were charged to the room. Two weeks after our stay, the additional $574.40 remains on the card, for which I am now having to fight to have removed.

The rooftop bar offers a lovely happy hour during weekdays: $8 cocktails, $5 glasses of wine, and $4 beers. However, you must remain vigilant that the bartender charges you the correct price, and that if they don't, they refund you the correct amount. We ordered two glasses of wine during happy hour, which should have totaled $10. After handing us back the two glasses of wine, our card, and the receipt, the charge was $20 (before any automatic gratuity and taxes). I informed the bartender of the mistake, and he poured two more glasses of wine and apologized for charging me the wrong amount. I told him I did not want two more glasses of wine; I wanted a refund for the difference in the amount. A customer should not have to essentially "beg" a business to refund them the money that is due to them for an error on the business's part. It is poor business practice and just poor taste, in general.

The amenities were less than satisfactory. The bed itself and the quality of the bedding are not very luxurious. The pillows especially are quite hard and uncomfortable, making for long and unrestful nights. The water temperature in the shower can be quite temperamental. During the day, it's easy to regulate the temperature to a manageable warmth. At night, however, a scalding heat is all that can be attained, resulting in sponge baths from the sink.

I would like to extend my gratitude to the workers at the front desk. They were all very friendly and very accommodating with any questions and requests. That said, we learned a valuable lesson from this trip and will consider all other options before booking again...

We booked a room at the Novotel because it appeared to offer luxury-style amenities in the area of Miami that we wanted to be close to. Visiting for Lady Gaga's concert, the hotel was close to stops for the Metromover (to get to the arena) and the Metrorail (to get to and from the airport), making commuting a breeze. That is one of the only positive parts of our experience that I will note.

I confirmed our check-in via email the night before we arrived, noting that the booking stated: "Amount already paid: $574.40" and "Remaining amount to be paid at the hotel: $0.00." Imagine my surprise upon check-in when I was asked to charge an additional $974.40 to my credit card. When I asked the hotel clerk the reason for the charge, he told me it was for incidentals and would fall off my credit card should nothing be charged to the room. When visiting the rooftop bar, we paid everything via cash or credit card and charged nothing to our room. Upon check-out, the clerk confirmed that no incidental charges were charged to the room. Two weeks after our stay, the additional $574.40 remains on the card, for which I am now having to fight to have removed.

The rooftop bar offers a lovely happy hour during weekdays: $8 cocktails, $5 glasses of wine, and $4 beers. However, you must remain vigilant that the bartender charges you the correct price, and that if they don't, they refund you the correct amount. We ordered two glasses of wine during happy hour, which should have totaled $10. After handing us back the two glasses of wine, our card, and the receipt, the charge was $20 (before any automatic gratuity and taxes). I informed the bartender of the mistake, and he poured two more glasses of wine and apologized for charging me the wrong amount. I told him I did not want two more glasses of wine; I wanted a refund for the difference in the amount. A customer should not have to essentially "beg" a business to refund them the money that is due to them for an error on the business's part. It is poor business practice and just poor taste, in general.

The amenities were less than satisfactory. The bed itself and the quality of the bedding are not very luxurious. The pillows especially are quite hard and uncomfortable, making for long and unrestful nights. The water temperature in the shower can be quite temperamental. During the day, it's easy to regulate the temperature to a manageable warmth. At night, however, a scalding heat is all that can be attained, resulting in sponge baths from the sink.

I would like to extend my gratitude to the workers at the front desk. They were all very friendly and very accommodating with any questions and requests. That said, we learned a valuable lesson from this trip and will consider all other options before booking again...

I booked as a friend of mine was also staying here for a conference. I called the day before arrival to request an early check in as I was arriving from Vegas in Miami at 8am. The lady I spoke with was pleasant and told me while there's no guarantee she will place the note for me so the front desk is aware upon my arrival.

Upon arrival while in line to check-in, a lady appeared and stated that she was actually next in line to check in. I obliged and allowed her to go ahead of me. She provided her ID to the Attendant and she was requesting an early check in. The Attendant stated that room is available, however, she will have to pay 50% of the daily rate which was around $100. Hearing that, my friend and I started to discuss paying the extra for the early check in which we both agreed to pay.

We proceeded to the next agent and asked about early check in and was immediately told no rooms were available. My friend stated that his colleague just told the lady standing beside us that rooms are available at an extra cost. His colleague initially stated "Oh no, she's inquiring about late check out" which was a blatant lie. We again stated that we heard the conversation then Cyrus colleague then told him to check for rooms available. Cyrus, the Agent stood playing with the mouse a few minutes and then reaffirmed that 1 room is available but it's reserved for someone who arrived at 5am this morning. I asked if he saw a note of my early check in request from yesterday which he confirmed he saw but insisted that someone else who arrived at 5am they are holding the room for. Obviously that mysterious 5am person was not on property as they would have already been granted keys for access. Cyrus then stated that I sit in the lobby and wait until 3pm usual check in time.

We proceeded to sit in the lobby and then at this point we saw the same lady mentioned earlier with about 2-3 bags looking at us as she proceeded to the elevator. At this point I became upset as I then saw some other guys with bags heading to the elevator as if they just checked in too.

Disgusted at the manner in which the situation was handled, I immediately contacted Intercontinental where I last stayed who confirmed that they have rooms available and can grant me immediate check-in at no extra cost, so I left. Of course, Intercontinental cost 2.5 times more than Novotel so this has absolutely nothing to do with money but rather a matter of principle and I am trying really hard not to call out the race card because this was truly how it appeared to my friend and I.

I'll NEVER recommend or attempt to stay at this...