K Brittany

Review of 1500 Degrees Restaurant at the...

Beautiful hotel but I would not recommend staying ...

Beautiful hotel but I would not recommend staying here. I was looking forward to my stay for the very first time as i was celebrating a very special birthday. I visit Miami frequently and usually stay at another hotel but decided to venture out this time. I am highly unsatisfied with the customer service I experienced at the Eden Roc Hotel. I don t appreciate being treated so poorly (specifically by manager Diana) at a place I chose to spend my hard earned money at. The issues started at check in when we were given the runaround about receiving the welcome drink. We were told to return to the front desk at three different times before we were last told that the welcome drinks were just something extra that they were not obligated to provide and wouldn t be distributed at all that week. We forgave that and looked past it. Next I asked for my incidentals hold to be on one (separate) credit card and any other charges to be on the original form of payment on which the room was booked. They screwed that up. They held the the money for incidentals on that separate card but they also charged on that card the resort fee and the room charges. This is not the way I was told the charges would occur. Again, we looked past that. As a part of our reservation, we received a daily credit of $25 per day to use on the resort. We were instructed that the $25 could be used daily anywhere except the lobby bar and the Nobu restaurant. We were told specially that it could be used at the cafe and outside. Every time we went to charge anything, we confirmed with that staff that our resort credit would accepted. They all assured us it was acceptable and would be taken care of by the front desk. After checkout, we received a bill (on the wrong credit card) with unexpected charges. I called today for clarification of the charges. I first spoke with Adriana who told me that the lobby cafe was not a part of the places where we could use that daily credit. I asked for a manager because we were specially told that the cafe was included. That is when I spoke to Diana. She was very nasty and snippy with me when it came to explaining the charges. She assured me that she would take care of the charges from the cafe but there was nothing she could do about the charges from Malibu Farms. I told her that before we sat at Malibu Farms, we asked the hostess if this place was a place we could use our $25 daily credit. They assured us that we could and the front desk would take care of it. Diana stated that they misinformed me because Malibu Farms was not one where it could be used and there was nothing further that she could do. During our conversation, she seemed irritated with my questions. She raised her voice and when I asked for her manager, she hung up in my face. I called back and of course got Adriana again who began to defend Diana saying that the call dropped. How ironic when it was at the very moment that I asked Diana for her manager. I called back to ask for a print out and breakdown of my charges. I was told by Adriana that it would be sent over via email. The front desk clearly has caller ID, Adriana let that be known when she informed me that she told Diana that it was me calling back. I never received the breakdown in my email so after 30-45 min, I called back to confirm my email address however it was a struggle getting back through to the front desk. They let the phone ring and ring and ring and I was left on hold for over 20 min waiting for someone to answer before I hung up. I called back about 4 times before finally Adriana answered and when I asked her to confirm the email address- it was incorrect. This is unacceptable customer service and it s unfortunate that we were treated so poorly. I will be reporting this to head.