What could otherwise have been a very pleasant stay was overshadowed by a marketing practice that is ethically doubtful. Upon check-in, they give you a card with a $35 voucher on it to be spent in their restaurant or store. They imply that this is a free voucher. What they do not tell you is that this $35 would be charged to your account upon check out and disguised as a tax of some sort. As a result, there is zero advantage to this voucher. If anything, it encourages you to spend more at their hotel restaurant.

It was my first time in this Marriott property, but I’m sure I will not return and would not recommend it either to anyone. The main issues here:

1. The property (especially the room) was dirty, please see attached pictures. Hair on the balcony, dust above bed, dirt and pieces of food under the bed… Properties charging $400 a night (plus taxes) should not be in filthy condition.

2. Staff: The staff in this property were generally unfriendly and not committed and passionate. On the first day the bellboy counting tips publicly??? The front desk employee, Lilly was explicitly rude during the check-in process. Maria, the front office manager was completely incompetent when I was talking to her and she was laughing in my face. This is NOT AT ALL acceptable at any hotel or hospitality firm that is living from guests that are paying. Additionally, she was not aware that I have made the reservation during the chain’s Bonvoy application. She was telling me that I made my reservation on booking.com. So I wonder how “it pays to book direct” which is the slogan of the company.

3. Parking charges: I was using valet parking for one night only. However, I was charged for two nights of valet parking. When telling this to the front office employee, Lilly during check-out, she still didn’t remove it from the bill. Moreover, in my confirmation email it was $39 a night, while they charged $42 dollars for that. I had to request to adjust the charges twice. It’s not about $3 but more about trying to nickel and dime the guests.

4. Breakfast: I have made the reservation for 3 adults this time. I booked the breakfast included package, which means that breakfast should be included in the room rate. However, during the breakfast I was charged for one person as the hotel claimed that only 2 adults and 2 children has the breakfast included. It was not mentioned anywhere, nor during check-in, nor when I got a table in the restaurant. The front office manager, Maria did not even understand I was telling to her.

During the check-out process, several guests were waiting for a manager or supervisor. That signals that something is just not right in this property. I am a Silver Elite member of the Bonvoy loyalty program (soon to be gold), and I was treated like this. My only question is that how they treat “regular” guests, who are as important as any other member of their loyalty program.

I recommend you to book another hotel when coming to Miami, particularly the Hilton which is right behind this bad Marriott property.