We booked our stay at this hotel over a month in advance, only to receive a last-minute call just hours before check-in informing us that there was a “system error” and our reservation had been moved to their sister property, South Beach Hotel.
We are not local, so we had already arrived in the area and were left scrambling to rearrange our plans. We had to pay for Ubers unnecessarily, and on top of that, we purchased a day beach pass at the original hotel—completely unaware that we would have had free beach access at South Beach. The entire situation was disorganized and stressful.
It has now been two days and I have yet to hear back from the manager, Joseline, or anyone else from the hotel. No follow-up, no apology, and no accountability for the inconvenience and extra costs they caused.
This experience was incredibly disappointing from start to finish. I would not recommend this property to anyone. Poor communication, poor customer service, and absolutely no regard for guests who plan and pay in advance.