Eden Roc Miami Beach

I stayed at the hotel many years ago when it was owned by Marriott and it was a much better experience and stay back then which was 6 years ago. The hotel has aged and hasn’t been maintained well. The toilet seat and cover was yellow stained all over. There was dried urine on the toilet hinge that I had to clean myself to be at peace with using the toilet. Hair was all over the bathroom stall. The paint on the sink wall was chipping very badly and water stains plus make up stains all over the wall behind the sinks. The carpet had crumbs; I picked up crumbs with my bare feet when I walked. The white room JBL clock had brown makeup stains I had to clean off myself. Room was in terrible condition for a luxury hotel. Hallway to the rooms on the 19th floor were stained very badly. The curtains near the ballroom area were very dirty and not maintained which gave it a bad look. They have 4 pools with beautiful decor and the outdoor grounds were well maintained. The pool staff , restaurant staff, front desk staff, valet, and concierge staff were excellent. The food was excellent. Tiger, Pat, and Richard were excellent. Upper management is lacking and I can definitely tell from the lack of upkeep of the property and the reservation process. Because my reservation confirmation lacked details, prior to arrivalI called and spoke to Michael who confirmed parking was included in my rate. Michael was helpful and great. I arrived checked in and the guy who checked me in also confirmed parking was included. The night before checkout a charge for 104.86 hits by account. I go to the front desk and the lady at the desk, I believe Tia, says it doesn’t say parking is included but she would remove the charge anyways. Great. I go to check out the next day and it wasn’t removed. I speak to a guy at the front desk who says he sees where parking is included (not sure why the other lady couldn’t see that) so he removes it. I go on about my day. When I arrive to the airport a completely new charge identical to the last parking charge of 104.86 hits my card again. Smh. I am frustrated. I am at the airport and wanted to clear it up so I call. I speak to Michael who transfers me to the hotel and the lady says they will remove it again (Both extra charges). What a mess. If you decide to stay here make sure you have extra amount dedicated to additional unauthorized charges that you may have to dispute and keep an eye on your credit card account. Thankfully I am alerted every time a charge hits my account when my card isn’t present. It’s not the end of the world but I doubt I stay here again given the runaround with reservations and lack of cohesiveness regarding the rates / charges. Also the rate I booked was not the rate on my guest folio.

My friends and I had the best time at Eden Roc hotel! We came during quarantine and during the time of curfew in Miami and the hotel still made our trip completely awesome! Very difficult to do but they managed it !First of all it’s a beautiful space!! Right next to the beautiful beach and the pool space is amazing. Everyone that works at the pool is great! They really want to make your day special, I truly appreciate Ariel! We’ve stayed here twice and he’s made us feel like Royalty! Thank you Ariel! He is one of the reasons we came back the second time! Carlos at the front is the first one to greet you and welcome you and you know it’s going be a great trip from there! He is friendly and funny and inviting! Phadreka at the front desk is great! She’s kind, and you can tell she genuinely wants your stay to be the best. Thank you all for still making our vacation completely worth all the money despite quarantine, despite curfew, we still had the best time ever! We felt safe and stayed healthy!