CAUTION! Over-rated, expensive, and poor service! We had an - Fontainebleau Miami Beach - Trade Reserverings
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🤮 1/5 - CAUTION! Over-rated, expensive, and poor service! We had an
By 👻 @Kelly L., 03/19/2023 3:00 am
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CAUTION! Over-rated, expensive, and poor service! We had an absolutely terrible experience at Fontainebleau Miami Beach this weekend. Despite being a "5-star" and very pricy hotel, I could not believe the poor service we received. The main issue is our toilet flooded the room in the middle of the night and we had to be evacuated to another room! We had called maintenance twice about the toilet not flushing properly before this happened and they said it was "fixed." Then we wake up in the middle of the night with flooding all over from the same toilet! This flooding affect 4 floors below us, too! We were awoken in the middle of the night by security guards who then had us evacuate. A manager never called or talked to us. The security guards were nice but this didn't seem to be part of their job description! We waited over an hour to be relocated into another room. My roommates shoes, clothes, and laptop computer were all on the floor and got soaked! We were never offered any refund or consolidation. We had to beg for free breakfast, at least. This was given to us, but again, only after we insisted. Again, this was all taken care of by the security guards and no night manager or anyone from management ever contacted us to apologize or let us know what would be done. We were told we could check out at 1pm (late checkout) from our new room. However, the next morning, another guest was given a key to our room and came in!!! So unprofessional. We had to explain that we were not checked out yet and there had been a mistake.Then, we went to check out and asked to speak to a manager. She was very curt with us and did not offer any solutions. We asked for our stay to be reimbursed and she said that the free breakfast was basically all we were getting.... We asked if they could at least reimburse 1 night of our stay, since we we were woken up in the middle of the night, our stuff was damaged, and we had to change rooms. She said no, they couldn't do that.I can't believe this is supposed to be 5-star treatment ?Eventually we spoke to another manager who said they will reimburse 1 night. But this was a whole fiasco and we will definitely never stay here again. You would get better treatment at a Motel 6. Also- the hotel breakfast buffet is $39 per person, but after adding tax and a $14 service charge, it ended up being $100 for 2 people for a buffet breakfast. Insane!
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