W South Beach

This is my first time formally writing a hotel review, and I absolutely have to do it this time to warn fellow travelers. This vacation was a disaster, all thanks to the W. We booked a 100-square-meter grand suite for my husband, our little daughter, and me. On the first day, we mentioned we had a child and needed turndown service, a simple request. We checked in at 7:20 PM, and by past 10 PM, it still hadn't been done. We called the hotel, but after a long wait, no one showed up. I then contacted Trip.com to help me reach them, but still, no one came to assist. I went to the front desk myself, and there was only one person on duty in this huge hotel. I explained the situation, and she actually said no one had contacted them, even though we had tried about 10 times in those three hours since 7 PM, with no one responding. Finally, a staff member came to do the turndown service around 11 PM. By then, my little daughter was exhausted. My husband and I were afraid to change into our pajamas, not knowing when someone would arrive, so all three of us just waited. When the staff member finally came, they left a comforter that utterly shocked me (as shown in the picture). Forget a five-star international hotel like the W; I honestly haven't seen a comforter like that anywhere in years. It was truly jaw-dropping. My husband took the comforter to the front desk to speak with a manager, but the manager was incredibly arrogant, wouldn't communicate, didn't apologize, and wouldn't address the issue with the comforter. This was, again, absolutely shocking. And that's not even the end of it. After all that hassle, we finally got to sleep past midnight. The next morning, just after 7 AM, loud noises from construction vehicles downstairs started, and we could only lie there, still tired but awake. This vacation was truly a disaster. After a full day of trying to resolve issues, there were no results. I'm really astonished. Trip.com's constant help in communicating throughout this whole ordeal did help to calm things down a bit. I will never recommend this place.

Very satisfied. The sea view is beautiful. The balcony is large and comfortable. The hotel service facilities are also complete.

The service is terrible, the air conditioning is rubbish, it just doesn't work, nothing works, and it's so expensive. I will never stay in this hotel again.

Booked during the Thanksgiving holiday, the price is generally high, not worth the price. The room is on a high floor, but the balcony is facing the sea, you can see the sea, the view is quite open. The location is quite convenient.

The overall evaluation is satisfactory, but there was an authorization limit problem when checking in, which was finally resolved after negotiation. The staff's service attitude is very good, the breakfast is also very rich, and the location is excellent.

Environment: The hotel is located in South Beach. The beach is on the left side of the door, and the scenery is beautiful. The balconies of all hotel rooms are diagonally facing the beach. Facilities: The room is large, with a separate bedroom and an external leisure area, equipped with an induction cooker and a microwave. The bathroom has a shower and a bathtub to choose from. The disadvantage is that the facilities are a bit old, the shower head is very dirty, and the towels in my room are a bit dirty, rusty, etc. The washbasin is blocked and the water is draining very slowly. Service: The overall service is OK, not warm but not cold, American service is like that.

The location is great and you can ride bicycles for free