TripAdvisor Traveler Rating

Someone, please inform the Supervisor of Brittney and Phaola at the front desk that they did an AMAZING job ensuring I had a great stay after being at the hotel for a week. My flight was canceled, and I panicked because I did not have my room booked for an additional night. These ladies calmed me down and took care of me. Thank you both again. This was my first time staying at the hotel, and I look forward to returning!

Horrendous customer service from front desk. Felt they were rude and not helpful at all. Majority of hotel is either in disrepair or under construction. Albeit, never a good time to do renovations, but all the more reason hotel staff need to "step up their game" especially when you are expecting a premium rate. Would NOT recommend this hotel knowing so many choices exist for much lower rate.

We stayed here before and after a cruise we took out of Miami. The first day we got there it was very busy although we were able to get into our room fairly quickly. We booked it using credit card points and it was exactly what I expected and booked, a nice room with a partial ocean view. We went down to the pool area to grab some lunch. It had been raining so they had to try and towel off an area for us to sit. We waited for 10 -15 minutes before anyone came back to check on us. Then it started to drizzle. We looked around to see if anyone would come and try and reseat us. No one came and we ended up sitting ourselves in a different area. We waited another 10 min and then I finally flagged down an employee. We were really hungry by this point since we had been traveling all day. Finally, they took our order and then we waited another 15 min before it came out. Our food actually came out first and then finally our drinks even though the bar was right next to the area we were sitting. The food was good but very expensive. Everything in the resort was expensive. After our cruise, we returned to stay for 2 more days at the resort. I again, booked a room through my credit card. This time I booked a slightly nicer room. It was supposed to have water views, a balcony and 2 queen beds. It was not ready when we arrived so we decided instead of doing an early check in for $50, we would save our money for food and just wait until the room was ready. We waited around 3-4 hours and just spent that time by the pool. They finally text me and said the room was ready and we could just go up. When I opened the door, I immediately thought that it wasn't the room I booked. It had a separate bedroom with a King Bed and a pull out couch for the kids to sleep on. However, it also had a giant balcony with an ocean view. It was really nice, so I thought maybe they just upgraded us since we had to wait so long. I should have questioned it then with the management but I was anxious to just relax and enjoy the rest of our trip after waiting so long. When we left after a 2 day stay, they text me asking what email to send the folio. I gave them my email and we flew home. As soon as we were home, I opened my email only to find out they charged me $232 a night for the room, which should have had no charge since I used points to book it. I immediately called and started the long process of trying to talk about the charges. I was on hold forever. Finally someone answered and said that changes had been made to the reservation on 6/14/24 and they were coded a NOR1 which meant that the customer initiated the upgrade request either through the app or through a marketing email. I told her it was impossible that I initiated anything on 6/14 because on that day we were in the middle of the ocean and I didn't have access to my emails. In addition to that, I don't have the Hilton app. I even looked through emails I received that day and I have nothing from the hotel, Hilton, or even my Chase card. I opened a dispute against them, in which they told me they would get back to me in a couple days. I had to call them back every week over a 3 week period and they kept saying management was still reviewing the case. They finally just tried to close the case on me saying that there was no way that the upgrade requested was done by the hotel so basically it is just their word against mine. I am still disputing with my credit card and also opened up another dispute with Hilton Corporate. The whole process has been extremely frustrating. Just last week they said they would open the case through corporate. I talked to someone who said they would email me the details of our conversation and then call me within 72 hours. I still have not received an email or a call back. Terrible customer service on the part of the hotel and Hilton.

We went here with our family and in laws for Spring Break. Hotel is situated in a wonderful location by the water and many other great food options near by (if you want to explore other restaurant outside hotel). We were upgraded to an ocean view room which had unbelievable views of the water. Rooms were spacious, clean and staff was super friendly. Only downside I wish the hotel has more food/restaurant options with more variety. Pool area was fantastic! They have a kids zone/splash pad area with a few slides and several pools for various activities. Location was also about 20-30mins away from south beach, Aventura mall, everglades (40mins) and shopping spots 5-10min walk. I'd definitely come back and stay here again!

The hotel is very nice and luxurious. The staff is amazing and helpful and caring. Jessica, the pool manager went out of her way to ensure our family enjoyed our days poolside and beachside. I will definitely be returning here. My whole family enjoyed a lovely time.