2/10 Terrible
Rose, Cutler bay
Traveled with family and small children
Aug 27, 2024
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
My family and I recently stayed at this hotel, and unfortunately, our experience was incredibly disappointing from the moment we arrived. We checked in late at around 3 a.m. with three children in tow, only to find that the toilet in our room did not work. The hotel staff informed us that the only other available room had the same issue. This left the five of us with no choice but to use the lobby bathrooms, which were in terrible condition, every time we needed a restroom—regardless of the hour. Imagine dragging kids downstairs at 4 or 5 in the morning just to use the bathroom. The next day, we informed the staff that we couldn’t continue our stay without a functioning bathroom. Instead of offering a solution, they told us that because we booked through Expedia, we wouldn’t be eligible for a refund. This left us feeling trapped in a city we weren’t familiar with and a hotel that couldn’t meet our basic needs.Eventually, we were moved to another suite, but the toilet in that room also didn’t work. I have videos clearly showing that the toilet didn’t flush despite being empty. The worst part of our experience was the utter lack of customer service. The manager never once apologized or even acknowledged the inconvenience we were experiencing. When we went downstairs to change rooms, the manager actively avoided us, refusing to make eye contact, which only added to our frustration and disappointment. Overall, this was one of the most stressful stays.
Rose
Stayed 3 nights in Aug 2024