The location of the hotel is perfect. The inside of the hotel is stunning. The designers of this hotel did an amazing job, never seen anything like it.
What did not impress me was the service. I paid $400+ per night for a suite and I did not get that level of service. Upon checking in, I wasn't greeted. We were travelling with our 4yr old, we tried to check in at 5pm and our suite was not ready. No apology, no empathy was given, nothing was offered.. mind you, I come from hotels, I was like ok.. they said housekeeping needed to check the room, ok and.. they took my phone number and said they would text me. Our room was not ready until almost 6pm, again, nothing was offered.
Got into the room, which again, was stunning but also SO HOT. I get it that it's summer, it's hot and humid. I'm from south Florida, I speak that language, however, the AC was not cooling the room. We all slept with no blanket/sheet, even my son slept with no pjs on. We called the next morning, engineering came to the room and said it was cooling.. uh no. There was a significant difference in temp from the living room to the bedroom. We were told, it's summer it's hot. We said, yes, we understand. We know this routine, we keep all blackout curtains closed, with the lights off in this room because they also had the lightbulbs that put off heat! Like come on... you guys know it's hot, so why also have the lightbulbs that give off heat...The air vent in the hallway was also blowing hot air! We were out of the room from 8am all the way until 2pm. Got back to our room for our son to nap and it was still hot. We had to call to ask for a fan in the room, which they did deliver.
I would NOT pay for this hotel again, alone based on that. I could've been at the courtyard down the street for a lot cheaper and bet their AC would've worked.
Upon checking out, I booked with a company who did their due diligence of sending a CC auth form in advance. When I go to checkout, the agents had no idea what I was talking about and had to find where the front office manager is because they had 'walked away and would text them' and the front desk agent 'cannot access CC auth forms, only the managers' so I'm waiting and waiting and waiting, I call the company that paid to resend the CC auth so that I could leave as I wanted to drive back home to south Florida ASAP.
Overall, NOT impressed with the level of service for that amount of money per night. Would not come back on that alone.
I did use the spa, which the massage was amazing! I would highly recommend that.
It was a bummer about the issues I had because the hotel is really beautiful and has a lot to offer, but I could've paid less to sweat all night.
