W Miami Hotel

From the moment we arrived to the hotel, we were greeted with excellent service. The room was immaculately clean, beautifully decorated, spacious and comfortable. The room service was on point! Everything was delicious and delivered with speed! This was a short visit but we will definitely make it our priority to be back soon!

The thing that sets W Hotels apart from their competition is their unmistakably unique look and vibe. Sleek uncluttered lines, chique gray accents, a very youthful and happening lobby with pops of verbs like CLEAN or READ or SLEEP etc. Unfortunately for some reason the W Miami feels more like a neglected Best Western that got stuck somewhere between 1970 and 1980. Old sconces, wall to wall mirrors, frayed carpets, gauche black-and-white wallpaper, threadbare bathmats & towels, with not so much as a hint of a lobby. The check-in experience as poor. Even though Marriott Bonvoy have my Marriott Bonvoy credit card on file, they still wanted me to swipe it before giving us our room keys. Turns out that the credit card reader was not working and it took several other front desk employees to debate the issue before releasing the keys. (For the record, even though Marriott Bonvoy invited us to "check in" on their app, followed by a quick "swing by the font desk to pick up your keys", this property does not provide that sort of efficiency at all. Their rooftop restaurant Tulum serves borderline diner food and after delivering our meals, the only waiter on duty was no longer to be seen. Our room had only 1 bathrobe (even though we booked it for 2-person occupancy), there was an iron - but no ironing-board. When we called for one to be sent up, it took an hour with repeated calls to the front desk who kept claiming not to have heard about the issue each time we called. Unless someone from the Marriott team rescues this sinking ship, they risk damaging the W's reputation irretrievably.

Great property! Easy check in, check out process. Spacious rooms! Gorgeous bathrooms! Loved the balcony. Daniela and Jimena were both wonderful at the front desk! Provided me with a complimentary upgrade based on status and also a late checkout! Andrea at the pool went out of her way to help me... she provided the most exceptional customer experience! She was so kind! Great pool area- gets sun the majority of the day unlike most properties in the city. Property is very clean and in a great location! Highly recommended!

Certainly not a W Hotel - no atmosphere, no vibe, no W luxury. Instead a a hotel that must have seen its best days - pretty much run down and not well maintained. The saving grace are some of the associates who are friendly enough. But otherwise give this hotel a miss, particularly if you are looking for a true W Hotel.