A Rough Start Smoothed Over by Excellent Management
May 20, 2025 nyckidartist New York City, New York
I was genuinely excited to stay at the Cadillac Hotel in Miami during a recent business trip. My first trip back in 20 years. As someone who travels weekly and holds Titanium Elite status with Marriott Bonvoy, I look forward to properties like this one in the Autograph Collection—they usually offer something a little more personal and…
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I was genuinely excited to stay at the Cadillac Hotel in Miami during a recent business trip. My first trip back in 20 years. As someone who travels weekly and holds Titanium Elite status with Marriott Bonvoy, I look forward to properties like this one in the Autograph Collection—they usually offer something a little more personal and memorable.
From valet to concierge, the restaurant staff, the service was truly outstanding across the board. The team was warm, professional, and consistently attentive. However, it’s often that one moment, or one interaction, that can shape a guest’s entire experience—and unfortunately, that happened at check-in.
The front desk associate, who will remain unnamed, while well-groomed and smiling, just didn’t convey a sense of hospitality. He appeared somewhat disengaged with micro aggretions and though I want to give him the benefit of the doubt—maybe it was a long day—the interaction left a cold impression. I asked about a small upgrade to a room with an ocean view—not a suite or anything extravagant—and was told with a cold and forced smile, the hotel was fully booked. However, the Marriott app shows you that rooms were still available. I wasn’t asking for special treatment, just hoping for what’s sometimes offered when and where it’s possible and available. Instead, I was given a room with a very limited ocean view and a direct line of sight to the laundry area of the hotel building next door.
There were a couple of other usual hotel hiccups as I checked in, they happen sometimes, not a big deal, like the AC in my room wasn’t working properly. I also needed to process a credit card authorization for business purposes and was told to return at 9 AM to handle it—only to find out later that the hotel only offers that service for group reservations so had house my personal card. A simple clarification up front would’ve saved time and effort.
But what completely turned things around was Olena, the manager. Her kind, calm, solution-oriented approach, empathy and professionalism made all the difference. She truly embodied the spirit of great hospitality and thanks to her, my stay ended on a much more positive note.
Her quick action and thoughtful approach made a lasting impression and reminded me why I continue to choose Marriott properties.
Despite a bumpy beginning, the exceptional service from the rest of the team—and especially from Olena—left a lasting impression.
And to the unnamed associate at the front desk—if you were having a difficult day, I sincerely wish you better days. You work in a very special environment for one of the best companies. I believe you could truly shine in your role. if you already are not.
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