1/5 -- Absolutely Disgraceful Customer Service. Police Called on a Prospective Guest.
I had one of the worst customer service experiences I've ever encountered at Solé Miami in Sunny Isles Beach. For a hotel that markets itself as an upscale hospitality destination, the treatment I received was absolutely unacceptable.
I walked into the hotel intending to book a room as a paying guest. Instead of being greeted with professionalism and courtesy, I encountered a front desk employee who was condescending, dismissive, and outright rude. She spoke to me as though I was unintelligent for simply inquiring about a room.
I will openly acknowledge that I responded firmly when I felt disrespected. However, when I requested to speak with a manager, rather than attempting to resolve the situation professionally, the employee refused, instructed me to leave, and ultimately involved law enforcement.
Yes, you read that correctly. I walked into a hotel to book a room, had a disagreement with a front desk employee, requested management assistance, and ended up having the police called on me.
As a former Captain in the United States Air Force, I understand the importance of professionalism, accountability, leadership, and handling difficult situations with composure. Throughout my military career, I was expected to manage far more challenging circumstances without unnecessarily escalating them. I certainly don't expect special treatment because of my military service, but I do expect the same basic dignity and respect that should be afforded to every customer.
What I find particularly troubling is the complete lack of effort to involve management or de-escalate the situation. Calling law enforcement should not be a substitute for basic conflict-resolution skills.
I recognize that hotels have the right to establish boundaries and ask individuals to leave their property. However, having that authority does not automatically make every decision an example of good judgment or professional hospitality.
The fact that a prospective guest could walk into this establishment looking to spend money and leave with police officers responding to a customer-service dispute is astonishing.
For an establishment operating in a competitive luxury hospitality market like Miami, this experience raises serious questions about employee training, customer relations, and management oversight.
I sincerely hope hotel leadership takes this complaint seriously, reviews the available surveillance footage, and evaluates whether this employee's actions reflect the standards they want associated with their brand.
A luxury hotel is defined by more than its location, ocean views, and amenities. It's defined by how it treats people, especially when situations become uncomfortable.
Based on my experience, Solé Miami failed miserably in that regard.
One star. Extremely disappointing, completely unnecessary, and an experience I would not wish on another prospective guest.
The employee name was Monica
