Review of Faena Hotel Miami Beach 5*

One of the worst experiences I have ever had at a luxury hotel. Even after reporting the problems, no one including management seemed to care. At check in we sat and waited while only one person serviced incoming guests. The line was backing up. Ridiculous. I reserved and paid for an oceanfront room and was given an ocean view room (same class but not oceanfront). I requested they honor my original reservation. They moved me to the "last" ocean front room they said they had open. The air conditioning did not work in the "last" ocean front room they moved me to. So despite the fact I spent extra money for an ocean front room they only had one left and one that did not have good air conditioning. They sent engineering and engineering could not fix it. The engineer said he would tell the hotel manager to call me. He did not. So I had to call him. Room service was very expensive for what they delivered versus other similar class hotels and frankly it was not that good. Certainly not worth the cost of what was delivered. The person who delivered had an attitude because I would not add an additional tip on top of the 18% delivery/tip charge that they did charge on top of another $5 for service charge. Room cleaning service was horrific. They did not clean my room until after 4 p. M. Because they were so late one night (about 4:40 p. M. ) I told them to come back in at 7 pm because I needed to rest. They came back at 6 p. M. And woke me up. They disregarded my instructions. I did not get a full compliment of clean towels on any night. They left open glasses of water on the night stand and failed to remove them. We had a morning breakfast and we were one of the first guests downstairs. It took them so long to serve the food you would think the whole restaurant was full. Finally, there was a cutaway in the toilet room that had a small light. It looked like a peephole or camera hole. I told management and they said take a picture. I took the picture. They never asked to see it. I could go on but what is the point. Despite telling me at checkout the general manager would call me to address the issues within 24 hours they have not called me. It is now over one and a half weeks later and nothing so today I called them and told them I was going to make this post if a manager did not get on the phone with me at that time. Guess what… no manager got on the phone. They were all too busy! They can say what they will but all of this amounts to a NO EXCUSE and a We Don't Care. I will never go back there again. To the General Manager, I gave you every chance to address the situation. You did not. Having some front desk manager tell me you would call and not do so was just flat wrong. Removing a few dollars of incidentals from my bill was not the proper way to address this terrible stay. I paid for a good night sleep and did not get one because the room was too hot. Thanks. I hope the Hotel owners see this post. They could reverse all charges and that would not stop me from making this post.