Elle Abney

Review of Biscayne Bay Marriott Hotel

This review has nothing to do with the staff, but ...

This review has nothing to do with the staff, but the incident happened at this location so I feel a review needs to be made.

We stayed here for one night with our son before a cruise leaving from Port of Miami. We had booked our reservations months in advance and I had called weeks prior to confirm a baby bed for our 8 month old. I then called again the day of arrival (several hours before our flight, about 9 hours before we'd arrive on the property) to confirm that we'd have a bed for our son.

When we arrived, the staff told us they did not have a bed available for our child and that a bed for a baby is "a privilege and never a guarantee." After reminding them that I had specifically called and been told that a bed for our son was on our reservation multiple times, they said there was nothing they could do because all the infant cribs were occupied.

1. This is a Marriott policy issue; do not tell a customer that you are reserving a bed for their child if you are not, in fact, doing just that.

2. If this was the case, Marriott should have, on the spot, done whatever necessary to get a bed for us from any hotel in the city that they could, no matter the cost. Instead, they told us to put our 8-month old on the floor and pack pillows around him or to try putting him in between us under the covers while we sleep. We had to explain what SIDS is and how their suggestions could have quite literally killed our child.

All in all, the staff was friendly, never rude, but I have some serious issues with this policy issue and even after being fully refunded the next morning, will try my best to avoid Marriott's in the future and will tell anyone I know traveling with children to do the same.

If you have kids, do your self a favor and don't stay here.