My husband and I are Diamond members through Hilto...

My husband and I are Diamond members through Hilton and our stay at the Conrad Hotel in Miami was awful! We love the Conrad in Ft. Lauderdale and decided we would give the Miami one a try for a getaway weekend. Bad mistake! We will never stay at that Conrad Hotel EVER again!
First off when we arrived the front desk guy was very friendly but we were quickly told that he was not from Florida and was just there filling in due to them being short staffed...He checked us in then told us our luggage would be brought right up to our room. We waited an hour and still no luggage. We were hungry and ready to get something to eat so we called the front desk asking about our luggage and was told again our luggage is on its way up. After, another 40 min of waiting we called the front desk again. Five minutes later they finally brought our luggage to our room. We were told that our luggage was taken to the wrong room by mistake and they couldn't find it. We were appalled that our valuables were left unattended! All they could say to us was they were so sorry for the confusion.
The next day we called the front desk for a bucket of ice. Little did I know calling the front desk for something that simple would be quite an ordeal! It took several calls to the front desk asking where the ice was before the front desk staff (the guy who checked us in) personally came to our room (1 1/2 hours later) apologizing and stating they have over 200 guest requesting service and they are trying to accommodate everyone. He said they are so sorry for the poor service we have had with our stay and he will personally make sure that we get points back on our account for the problems we had with not only with our luggage but now with the ice bucket too. We said ok and thanked him then asked for an extra blanket which they brought right up...To this day 2 weeks later we have not received the points as promised!
Check out was also a disaster! Went to check out with a different front desk personnel. You could tell she was new and not sure what to do. She greeted me and said have a nice day. I looked at her and said I would like a receipt for my stay and I want to know how many points we are getting back for the bad service as promised. She said she had no idea and went and whispered to the Manager Hugo. He came over and said he needed speak to (Rick I think was his name) regarding the points back, but he will make sure we get our points and gave me the receipt (all lies just to get me to leave the front desk)..The bill was quite high and I noticed the breakfast that is free to Diamond member was charged. I pointed this out to Hugo and again was apologized to for their mistake. My bill was corrected. I told Hugo that we will never be back to this Conrad!...
All I can say is stay clear of this Conrad hotel and go to the one in Ft. Lauderdale if you want top notch service. We have been to that Conrad several times since it was built. You will be disappointed if you are looking for a beautiful room and the 4 star service Conrad Hotels are known for. Breakfast was thankfully offered and had just opened the day of our arrival due to being closed from the pandemic. The servers were wonderful even though we were told they were new as well...This Conrad was under staffed and their people are not very well trained!
*The highlight of our stay was the parking attendants. They were on point and gave us good suggestions on where to eat. Our car was brought to us very quickly whenever we requested it....BUT Beware of the parking fee. They charge 45.00 for valet parking plus a parking tax and an additional state sales tax which is ridiculous and very high just to have your car valet parked! If I could give This Conrad Hotel a 0 Star I would!!!!