Stuart
Couple · September 20251/10
Dear Booking.com Customer Service,
I hope this message finds you well. I am writing to formally express my dissatisfaction with our recent stay at the Z Ocean Hotel in Miami, which we booked through ...Dear Booking.com Customer Service,
I hope this message finds you well. I am writing to formally express my dissatisfaction with our recent stay at the Z Ocean Hotel in Miami, which we booked through your platform.
Upon our arrival, we found the hotel and our room to be significantly outdated and not up to acceptable cleanliness standards. I have attached photos for your reference that show substantial cracks and mould in both the ceiling and shower, rubbish in the hallways (including a bloody tissue), and dusty furniture.
Additionally, the WiFi service was non-functional, and despite requesting assistance three times, the issue remained unresolved throughout our stay. We also faced repeated attempts to charge our card for additional fees, which had to be refunded multiple times during our holiday.
On the second day, we returned to the hotel after breakfast to discover that there was a power outage. Initially unable to access our room, we were forced to pack our belongings once we were allowed in. We then waited in the lobby for 2-3 hours before receiving confirmation that we would be relocated to a sister hotel down the road. This inconvenience required us to waste time on our trip waiting, moving and paying for a short taxi trip due to the difficulty of transporting our bags.
While the new hotel was pleasant, we specifically chose Z Ocean Hotel for its kitchenette and balcony, which the new accommodation lacked. Despite being placed in what was claimed to be a nicer front building, we did not even have a kettle and only had access to a mini fridge that did not adequately refrigerate our food. This forced us to discard items we couldn’t store or prepare.
Moreover, from Thursday to Sunday, the new hotel was situated near two nightclubs, resulting in excessive noise levels that disrupted our sleep. We have voice recordings demonstrating the noise level, which persisted until the early hours, despite the hotel providing earplugs that proved ineffective. This ledShow More
