812ralphs
Couples · October 20258/10
We have stayed at the Mondrian South Beach a number of times over the past several years and have always enjoyed our stays. The hotel is upscale as are the rooms, the location is great, directly on Bi...We have stayed at the Mondrian South Beach a number of times over the past several years and have always enjoyed our stays. The hotel is upscale as are the rooms, the location is great, directly on Biscayne Bay, every staff member that we interacted with were friendly, professional and helpful. A complimentary glass of Proseco offered at check-in was nice. When we checked in and went to our room, the AC and TV were not operable and I had to first call the front desk to ask for someone to come and fix them. I was told that someone would come, but after about 20 minutes sitting in an ~88 degree room, I went down to the front desk to complain, and we were taken to a new room were the basics were actually working. OK, that might happen anywhere and the problem was solved.
However, the hotel management has made a number of policy changes that are not in the interests of its guests. Specifically, the rooms have essentially been stripped bare of all the normal complimentary items one would expect to have in a hotel of this class. There were no plastic cups (or any glasses for that matter) supplied in the room - I had to go to the bar to ask for some, there were no napkins, no complimentary water , no in-room coffee maker, there were no complimentary slippers (always there in previous visits), there was no coffee in the main lobby (there always has been in previous visits - the coffee was "hidden" at the entrance to the third floor gym), there was an electric cooktop in the room kitchen but there was absolutely nothing to use with it, not even a plastic knife, fork or spoon (I had to go to the hotel restaurant to ask for a spoon to mix my wife's medicine), there was a large pile of misc. items for sale piled up on the kitchen counter which was not surprising. There was not even a pad of paper and pen in the room - however there was a wooden pencil and a thin pad of paper sealed in plastic and priced at $7!
After we noted all of this, I called the front desk again and asked to speak to front end manager. I was told that he was on a "break" and would call me back when his break was finished. He never called back and I just decided to just forget it and just try and enjoy my vacation.Show More
