W Miami

Because you fail to say it is under construction and all facilities are closed and the restaurant charges excessive prices

As a Marriott Platinum Elite member, I can honestly say this has been one of the most disappointing hotel experiences I’ve had, and it has made me question whether I would ever stay at this Marriott again.

The issue itself wasn’t the problem. When I noticed the Marriott app showed that I had checked out and my room hadn’t been serviced while I was at work, I assumed it was simply a system error. I went to the front desk to let them know, and it turned out they had no record of what room I was in or even that I was physically staying in the hotel. Systems fail—that happens, and I wasn’t upset about that.

What was unacceptable was how I was treated afterward.

Two members of the front desk staff questioned whether I had ever checked in. After I answered their questions, they continued to argue with me, insisting my answers were wrong. They claimed I hadn’t checked in at the front desk and even insisted I had arrived after midnight, despite me telling them exactly when I arrived.

I had to produce the two physical room keys that had been issued to me and ask the obvious question: how would I have obtained room keys if I hadn’t checked in? I even showed them a timestamped photo of myself in my hotel room bathroom at 5:38 p.m. to prove I was a registered guest.

Even then, I was asked for my driver’s license and credit card again. There was no apology, no explanation, and no empathy—just a defensive attitude. At no point did anyone acknowledge how absurd the situation had become or apologize for making a paying guest prove they belonged in their own room.

The system error was never the issue. The issue was the customer service. Instead of listening, the staff repeatedly challenged me, dismissed what I was saying, and treated me as though I was the problem. I left the interaction feeling embarrassed, disrespected, and frankly stunned.

Management later apologized, but the apology was repeatedly qualified by explaining how the system had failed or suggesting there had been a misunderstanding. A genuine apology accepts responsibility. It doesn’t spend most of its time explaining why what happened wasn’t really the hotel’s fault.

Technology fails. What defines a great hotel is how its people respond when it does. Unfortunately, this property failed that test.

The most disappointing part is that I still had three nights remaining in my stay. Rather than trying to restore my confidence or improve the remainder of my visit, I was simply offered points after the fact. While I appreciate the gesture, I wasn’t inconvenienced by the system issue—I was disappointed by how your staff chose to treat me.

There are too many excellent Marriott properties in Miami to accept this level of service. As a loyal Marriott Platinum Elite member, I won’t be returning to this hotel, and I hope management takes a serious look at the culture and leadership of the front desk. World-class hospitality starts with believing your guests, not arguing with them.

Not to mention my room was pretty gross. Here are some pictures.

Hi end, staff incredible. Room and decor high level. Service another level. Go, enjoy and you won’t be disappointed.

Absolutely horrendous stay and staff were terrible.
Booked an apartment through booking.com advertised as at the W. This turned out not to be linked at all. We were told we had access to the gym and pool areas. Neither was set up on the system correctly so even though we were supposed to have access we couldn’t use and no member of staff at the W could seem to help add our names onto the system.
Furthermore construction is ongoing at the hotel meaning the pool is closed all weekdays, not communicated when booking, and construction starts early morning preventing a decent nights sleep on your holiday.
Completely fraudulent advertisement and service which I will be looking to take further with the relevant regulatory bodies

Location

L emplacement

Stayed at the W the night before a cruise and I have to say it was amazing. The staff were incredibly friendly and nice and were so kind. When I shared at check in I was taking a cruise the immediately gave me a late check out so I didn't have to rush are leave the room early. They are doing work on the outside of the building but the product inside is still great.

Rony is so attentive and good service at valet

Habitación muy amplia, cómoda, limpio.

I burned 73,000 points to stay one night at this hotel so I had very high expectations! To be perfectly honest it was just OK. All of the pictures on their website give the impression that you will get a water view. That is NOT the case. Even though I asked for a water view I was given a city view and when I asked why, they told me it’s because I was using points so thats all I could get. Disappointing! The rooftop pool was very nice but only open on weekends because closed the buildings surrounding this location (and I believe this location itself) all seem to be under construction. It’s an eye sore honestly. I requested an early check-in as we had just gotten off a cruise ship and wanted to relax and settle in.. arrived at 10:30am, and despite being a Gold Elite member, we didn’t get a room until after 1 PM. I understand check-in is 4 PM but I had hoped they’d do. The room was nice, clean, and the bed was comfortable. Thankfully, we were on a higher floor because the noise from the road below made going on the balcony unbearable. Lots of honking and revving engines. With the door closed we didn’t hear a lot of noise being up that high so I would advise against getting a lower floor. We had a lovely meal at the on site restaurant and the food and service was terrific, so that’s one good thing I can say. For the cost I should’ve stayed at the JW.

Absolutely unacceptable. We booked a suite at the W Hotel Miami well in advance and received full confirmation for the room. After traveling to the hotel, excited for what was supposed to be a premium stay, we were told at check-in that the suite we had booked and confirmed was not actually available. No prior notice. No courtesy call or email. Just a shrug at the front desk.
When we asked to be placed in a comparable room, the staff told us we would need to book online. Let that sink in. We were standing in the lobby of the hotel, confirmed reservation in hand, and the front desk staff directed us to go book a room on the internet. At a luxury hotel. That we had already booked.
No upgrade was offered. No effort was made to find an alternative. No manager stepped in to make things right. The front desk staff were dismissive, unhelpful, and frankly rude. There was zero sense of urgency or accountability for their mistake. We were treated like an inconvenience rather than guests who had paid for a high-end suite.
This is not a budget motel. This is a W Hotel. The entire brand is built on the promise of a stylish, elevated experience. What we got instead was a masterclass in how to lose loyal customers. If you cannot honor a confirmed reservation for a suite, the absolute bare minimum is to resolve the situation on the spot with professionalism and a genuine effort to make it right. The W Miami failed on every single count.
Save your money and book somewhere that actually values your business. We will not be returning.

cama macia

In die Jahre gekommen. Kein vergleich zu den anderen W Hotels. Komplett überteuert. Das WLan funktioniert nicht überall. Das Gym ist über eine Garage erreichbar. Alles in allem das schlechteste W in dem ich jemals war.

Bem localizado, serviço ok mas não excelente

We accidentally booked the W Miami, thinking it was the W South Beach, where we had plans and accommodations with friends. When we arrived at the W South Beach, we immediately realized the mistake and contacted Marriott reservations. Reservations was actively pleading with the W Miami to offer a refund or waive the charge, especially since we were rebooking the same day at another Marriott property in the same city. The W Miami refused and still charged us over $500 for a stay we did not use.

We have reached out to the hotel directly multiple times and have received zero assistance. We keep being told that a manager named Liz will call us back, but no one ever calls. There has been no willingness to understand the situation, no exception made, and no customer service resolution whatsoever.

If you look at the reviews, this seems to be a pattern. The W Miami is not the same as the W South Beach, does not have the same location, amenities, or service standard, and clearly does not value guest experience. We are extremely disappointed in how this was handled and would not recommend staying here.