This was one of the most frustrating hotel stays I’ve had in Miami. Check-in was unnecessarily confusing, especially in heavy rain. No one clearly explained that guests needed to go to The Marquis for check-in, leaving us standing outside trying to figure it out on our own. Once on the property, service continued to disappoint. At the restaurant, it took over 15 minutes just for a server to acknowledge us and take our order. The food itself was mediocre at best, yet priced as if it were fine dining. The value simply does not match the cost. The biggest issue, however, was the room. Upon entering, there was hair everywhere, which is unacceptable by any standard. By the time this was discovered, housekeeping had already left for the day. There were no alternative rooms available, and despite the seriousness of the cleanliness issue, the hotel never sent anyone to address it—not even to inspect or offer a temporary solution. Management’s response was minimal and dismissive. They comped the resort fee and breakfast, which does not begin to make up for staying in an unsanitary room. They refused to issue a refund solely because the booking was made through Hotels.com. Even when Hotels.com contacted the hotel directly on our behalf, the hotel still refused to refund the stay. Poor communication, slow service, cleanliness issues, and a complete lack of accountability from management made this stay a regretful choice. I would not recommend this hotel and will not be returning.
This was one of the most frustrating hotel stays I’ve had in Miami. Check-in was unnecessarily confusing, especially in heavy rain. No one clearly explained that guests needed to go to The Marquis for check-in, leaving us standing outside trying to figure it out on our own. Once on the property, service continued to disappoint. At the restaurant, it took over 15 minutes just for a server to acknowledge us and take our order. The food itself was mediocre at best, yet priced as if it were fine dining. The value simply does not match the cost. The biggest issue, however, was the room. Upon entering, there was hair everywhere, which is unacceptable by any standard. By the time this was discovered, housekeeping had already left for the day. There were no alternative rooms available, and despite the seriousness of the cleanliness issue, the hotel never sent anyone to address it—not even to inspect or offer a temporary solution. Management’s response was minimal and dismissive. They comped the resort fee and breakfast, which does not begin to make up for staying in an unsanitary room. They refused to issue a refund solely because the booking was made through Hotels.com. Even when Hotels.com contacted the hotel directly on our behalf, the hotel still refused to refund the stay. Poor communication, slow service, cleanliness issues, and a complete lack of accountability from management made this stay a regretful choice. I would not recommend this hotel and will not be returning.
