Terrible experience and rude Management
I came across this hotel through the Miami Children's Hosp website. It was listed as the Best Western (which is the hospital's fault and I'm working on having them update it). I called and booked my reservation on Monday 12/13/10 for a stay that night with my son because he had an early morning appmt. at Miami Children's.
When I arrived at the address around 8:30 that night I was confused b/c it was not the Best Western. I called the phone number, which rang forever before anyone answered, and I asked the woman if they were the Best Western. She said no and I asked her to look up if I had a reservation there. She could not find anything under my or my son's name. We hung up and I googled the hotel again to find out what was going on. I pulled up the same info, so we went inside to ask what was going on. After quite some wait for the people in front of us, b/c there's only one front desk person, I showed the woman my phone w/the website info and she said "Oh, we used to be the Best Western years ago". I was like, well why didn't you say that when I called? She really had no answer. Anyways, I told her then I should have a reservation there I don't know why she couldn't find it when I called. Then she pull up my son's last name and for who knows what reason, it was placed under his Dad's name that had nothing to do w/the stay, we don't even live together anymore. I asked the lady if it was put under a diff name, why wouldn't someone call & let me know? How would I have ever known that? Again, no real answer. While I was waiting in line previously, I heard her answer a call from a guest and state "We don't have heat. Turn the thermostat to Low and the dial up to 90 and it will get warmer". I thought to myself uh oh, but how cold can it really be in the room and I dismissed it. By the way, it was 45 degrees out that night. My son and I went straight to dinner from there and arrived at our room at about 10 pm. When we walked in I thought I was gonna die, it was SO COLD! Not only was it cold out but the a/c was blasting on high and set to 60 degrees! I'm from up north originally and can handle cold but it was absolutely freezing to where I almost told my son we were going to sleep in the car, but I was tired and figured I'd just try to sleep thru it. My son had to sleep fully clothed, sweatshirt and all. It also stunk like mildew.
The next day I called for a Mgr but she was already gone, so I called yesterday, 12/15. I got the shadyest run around and finally got to speak to a Mgr. She was rude, interuppted when I was speaking, and she said to me "Well why did you stay if you were unhappy"? I said "Where was I supposed to go w/my son at 10 @ night when he had an appmt @ 7am in the morning"?! I was appauled at her comment. And she said she could not offer me a refund or any reimbursement for that matter b/c we had stayed and used the room. Luckily the day before I had done my "homework" and found out that it's a requirement that hotels provide heat. It's Florida statute Chapter 509-221 paragraph 3. I tried telling her they're required to provide heat and she said "No we're not. If it was a requirement we'd be shut down & plenty of hotels in Miami don't have heat". I said yes, it is it's a statute and she said, "Well that's old". I said "No, it's not it from the 2010 Florida Statutes that I have right in front of me". I started reading it to her and she kept talking over me. So she said she wasn't doing anything for me and I said ok, so you want me to start filing complaints then correct? She said, do what you have to do. Have a nice day, goodbye.
So....I filed a complaint w/the FL Division of Hotels & Restaraunts and the BBB (where they have an F rating), and I got the Corp # and spoke to the Corp Mgr. She was much more professional and said that she'd speak to the staff at the hotel and call me back today. The corporate # is 305-571-5050 & her name is Alicia if anyone else would like to make their complaint.
Good luck everyone and there's strength in numbers so if you have a complaint, file it! Don't let people be rude and inconsiderate to their guests/customers especially when you don't deserve it.
Unique Quality: There was nothing outstanding about this hotel.
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