2/5 Poor
Verified traveller
Travelled with partner
3 Mar. 2021
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The short: if you’re looking to spend upwards of a 1000$ a night for a true 5-star experience, take your well-earned money elsewhere.
The good: beautiful facilities, breathtaking pools, large comfortable rooms.
The bad: a true 5-star hotel is about one thing: service. This is exactly where 1 Hotels South Beach fails miserably. When you pay an average of $1000 a night to stay at a hotel, you expect a certain level of service which this hotel by no means provides. The stay was marred with service and staff related issues from the start.
1) At check in, we were assigned a 3rd floor pool facing ugly and loud HVAC ducting on what. To give them credit, I discussed this with the front desk and they were able to find us another room facing the street, but that took an additional several hours. Several other guests had the same issue.
2) On the weekend, even if you arrived immediately when one of the hotel’s 4 pools opened, you would not find seats. It is true that some hotels can be busy on weekends, but again this is completely unexpected and there was no clear system to ensure some place in line for a bed by the pool. Shout out to Patt at one of the pools who went out of his way to help us by coordinating with using his personal line.
3) House keeping on one day proceeded to throw away $100 worth of boxed food I had purchased outside the hotel, completely unprompted.
4) The one night we asked room service for ice and coffee pods our request was never fulfilled.
Stayed 4 nights in Feb 2021
