This trip was intended to be a special celebration for my mum’s birthday and an introduction to Miami, as it was her first visit.
Unfortunately, our experience at Eden Roc left both of us feeling disappointed and dejected.
While I acknowledge that the property is clean and well-maintained, the service and communication were severely lacking, and several issues greatly impacted our stay:
Customer Service:
After booking, I called the concierge to arrange room decorations for my mum’s birthday. Unfortunately, I was hung up on and rerouted (3) three times, which was incredibly frustrating.
Eventually, after more than (3) three attempts I was able to reach the relevant department.
Check-in process:
We were not provided with room keys, nor were we informed about check-in (4PM) or check-out (11AM) times. I was also told that I would receive a notification when our room was ready, which never arrived.
Lost grocery bag:
Our grocery bag was misplaced following check-in, and we had to wait more than (2) two hours for a resolution. Eventually, we were told the bag was undiscoverable, and the sum of the items inside would be reimbursed with hotel credit.
Poor response time:
After reporting the missing bag, I had to physically speak with a manager at the front desk and wait an extended period of time for a resolution.
Non-functional amenities:
The bath in our room was not functional, and the toilet did not flush properly resulting in it becoming clogged, which was highly inconvenient. While we promptly notified staff, the engineer failed to begin service because he could not differentiate between the "Please Do Not Disturb" and "Please Do Not Clean" signs. This led to further delays in addressing the issue.
Stale food at the beach:
The tortillas served at the beach restaurant were stale, and despite other guests complaining, they were still being served.
Main Bar Service:
We were disappointed by the lack of attentiveness and unfriendly demeanor of the staff at the main bar. This was a major turn-off and greatly affected our experience, as we felt disregarded during our time at the bar.
On-Site Convenience Store Experience:
We also had an unpleasant experience at the hotel’s convenience store. The team members working there were unhelpful and, at times, unnecessarily critical of the prices of items sold in-store. They made it apparent that the items were overpriced and repeatedly mentioned the prices when we picked items up. This was tacky and distasteful, and it prompted us to purchase outside of the hotel instead.
Misleading bike rental information:
We were told that bike rentals were included in our stay and free with the provided code, but later learned (after being charged for the full ride minus $10) this was inaccurate, with only the first hour free.
Unexpected charges:
The resort fee and incidental charges were not explained properly prior to booking and/or at check-in. Additionally, we were not informed about additional charges for beach umbrellas or poolside cabanas until we arrived at the beach and poolside; with a staff member rushing over to us (making a scene), demanding $300 for shade at the pool, this was handled indiscreetly and garnered attention from other guests at the pool.
General lack of communication:
Throughout our stay, we were left to figure things out on our own. Staff were not empowered to resolve issues or provide the premium experience promised.
This trip, which was supposed to be a memorable and enjoyable celebration, instead ended with both my mum and I feeling frustrated and let down by the lack of professionalism, attention to detail, and quality service at this hotel.
However, I do want to highlight the exceptional service provided by some of the staff members:
Brandon:
One of the bellmen, was incredibly professional, polite, and attentive throughout our stay. He was a bright spot in an otherwise challenging experience, and we truly appreciated his assistance.
DJ:
We were also appreciative of DJ, he served us at the beach, provided excellent service and contributed positively to our stay.
Gwendolyn:
An absolute gem! Was the only team member who showed true care and concern for our well-being and offered us with suggestions regarding the remainder of our stay!
Jelena:
Was a pleasure to work with. She was extremely helpful, and her positive attitude was well received.
Luigi:
Was attentive, knowledgeable and extremely competent and went above and beyond the remits of his position
Note additionally, that this review was sent to hotel management (several times) and was intended to remain private! However their lack of response/social responsibility has prompted me to shared our experience with other consumers who may be interested in booking/indulging in the Eden Roc experience.
I hope my feedback will lead to improvements in both staff training and customer service.
