4/10 Poor
Angie R., Orlando, Florida, US
8 Apr 2020
Disliked: Cleanliness, check-in, communication, location, listing accuracy
Completely Misleading and Disappointing
This is a hotel/resort that has private owners, which is what BW Miami is, so you can't get ANYTHING from the hotel themselves other than the keys into the room. Something doesn't work, you have to call BW Miami. This included TOWELS. We were told we'd have to pay for pool towels if we wanted to use the onsite pool that is listed as a feature and BW said only what it's included in the unit.
More about the resort specifically:
- There are over 28 floors and 2 elevators. They aren't slow, but they were constantly packed, 10 min wait at times. We were on 12th floor with a 2yo so walking up/down stairs wasn't very easy.
- Valet is required and it is not well thought out. Dropoff only at the entry, then you have to pickup on the 3rd floor.
- Entry is off 26th, not Hallandale Beach so Google Maps provided wrong directions.
- Half of the building directly overlooks Hallandale Beach Blvd, which is also right at the drawbridge for canal so there's a lot of traffic and HONKING! Our unit faced only the street.
- THREE times both of our keys stopped working, for us to find out after getting to 12th floor.
- Front desk was desperately UNDER staffed. Once when our keys didn't work, I started calling front desk and walked down the 12 flights of stairs. 7 minutes later, there was only one person at the desk helping someone, and phone was still ringing.
One day, I was asleep in one of the bedrooms and a man entered the unit and knocked on the interior bedroom door saying maintenance and left when I acknowledged I was there. I did not see him, but when we called hotel and BW Miami, we got the runaround. BW claimed it was not their cleaning or maintenance service. Hotel said they would investigate, but it would take some time. We never heard back.
The water was shut off to entire hotel due to leak on lower level around 9:30p. At 8a next morning, we didn't have hot water still.
There was a giant wet patch of carpet in our hall that did not consistently have fans kept on it, so it took days to fully dry.
The room:
- Carpet was filthy with stains all over
- Misrepresented as a 2bd that was really a 1bd unit with kitchen w/adjoining studio room with bed/bath only
- Limited hand towels and washcloths. Only 6 towels (we had 8 nights booked for 3 people)
- Only 1 washing machine soap provided so we had to buy our own to wash just towels
- No dishwasher soap provided
- No knives other than steak knives
- Curtains blocked 1/3 of view at least
Angie R.
Stayed 8 nights in Mar 2020
