The ratings on here are not reflective of the gene...

The ratings on here are not reflective of the general sentiment of guests I have come across during my stay at the hotel, and it may just be that other guests are not taking the time to leave a review. Many of them have said they are looking for other options for future stays. You would expect some level of luxury or, at minimum, standard service during your stay if you are paying $500-$1,000 per night on a rainy day. But the hotel, once a great destination, has completely lost its way since Marriott took over and the service is completely non-existent. Hotel management blames it on staff shortages from COVID, but the very staff tell a whole different story: the hotel is choosing to keep staff levels as is, current staff are poorly trained, and the hotel is milking the pandemic to come out with every cent it can despite 95%+ occupancy during the pandemic. Waiting an hour to get something sent to your room and calling an operator is a 5-10 minute process as the phone rings and rings. The restaurants at the hotel are offering 3-item menus and have stopped room service because of COVID. When you want to go to the beach, expect a new $25 per umbrella fee on top of the existing activity/amenity fee on your bill.. yes, a supposed 5-star hotel is asking you to pay to get shade on the beach. They ve stopped turn-down service because of COVID. If these restrictions were in fact because of COVID, I would understand. But they aren t, and it s obvious to anyone who walks into the hotel.
There are so many options in South Florida; as a repeat guest and as someone who has spoken with many other repeat guests, the hotel either shapes up or we re all going elsewhere.