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“Disappointing”

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Mandarin Oriental, Miami
Ranked #5 of 125 Hotels in Miami
Certificate of Excellence
Reviewed 5 March 2014

We stayed at the MO, Miami en route to St Kitts, rather than suffer a transfer at Miami airport...based on the Mandarins reputation especially in London we thought it would a good start to our trip, what a disappointment.
There are a few pet hates when travelling at the hotel delivered them...
1. in the process of checking in the receptionist took an internal call and kept us waiting dealing with something else mid check in..not impressed especially after a long haul flight
2. After freshening up we sat and had a drink in the lobby bar. Service was poor, drinks poor, and attitude was as though they didn't really care.
The hotel itself is a large impersonal building and the rooms average for a 5 star hotel. We didn't eat at the hotel, but got a pizza delivered..highly recommended.
Really hotels of this standard need to provide a level of courtesy and consistency and guests need to feel as though they are welcome. I would recommend better training of staff. The brand suffers as a result.

  • Stayed: March 2014, travelled on business
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2  Thank Charlie300658
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MOResponse, General Manager at Mandarin Oriental, Miami, responded to this reviewResponded 22 May 2014

Dear Guest,

I sincerely apologize that the overall quality of your stay was a disappointing one. I regret that we did not provide the level of service we strive to extend to all our guests and I apologize for the inconveniences you experienced. I assure you I will address your comments with the team immediately.

Thank you for taking the time to give us your feedback. Although, we did not fully meet your expectations on this visit, we value and respect your opinion.

Sincerely,

Jorge Gonzalez
General Manager

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1,253 - 1,259 of 2,598 reviews

Reviewed 4 March 2014

Business trip. Excellent experience from the time my cab dropped me off until I checked out. Impeccable service, beautiful. I spent to much $$ on cocktails, but I digress.
This establishment exceeeded ALL of my travel expectations.

Room Tip: Any room is wonderful.
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  • Stayed: April 2013, travelled solo
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Thank PrincessEsmerda
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 March 2014

I have been to both New York and the Miami locations. They aren't even comparable. The exterior of the Miami location is run down overall. The spa and spa facilities are sub-par. Something as simple as the food and drinks they offer in the spa, they don't get it. The pool and it's pool facilities are just okay. It's not luxury. I go there for luxury and they don't deliver.

They think they can make up for the lack in facilities by having good customer service and they are wrong. Given what I expect they just aren't up to par.

  • Stayed: February 2014, travelled as a couple
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Thank janet34439
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
MOResponse, General Manager at Mandarin Oriental, Miami, responded to this reviewResponded 22 May 2014

Dear Guest,

I am sorry to learn that your stay was not up to the standards we strive to provide to all of our guests. We maintain our facilities and continue to make enhancements and improvements to our overall product. In fact, we opened a new bar in our lobby at the end of February and added a luxury Peruvian restaurant, La Mar by Gaston Acurio. Furthermore, we are always looking for ways to ensure our guests have memorable experiences. Guests comments are important to us and taken into great consideration on ways the hotel can improve upon.

The Spa at Mandarin Oriental, Miami has received numerous accolades and awards including being the first Five Star Spa in Florida.

We appreciate and respect your comments which will be shared with our colleagues and hope we will have the opportunity of welcoming you back again.

Kind regards,

Jorge Gonzalez
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 February 2014 via mobile

Stayed for 5 nights and hosted 120 of our lost senior executive leaders. Great place to do this. Service is flawless and conferencing runs well. Rooms are nice although without a balcony you miss out. Powerful showers and nice toiletries. Food is very good. Nice coffee bar in the morning. The gym is ok but dated equipment and ridiculously hot. Seems to be the only part of the hotel where the A/C doesn't work. That said there is a 1mile circuit of brickell island you can run. Easy from the airport even in traffic only 30 minutes. Nice bar and friendly staff.

Stayed: February 2014, travelled on business
Thank Slmorris1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 27 February 2014

Great hotel - nicely located downtown on Brickell Key, they did a great job creating the artificial beach on the Bay that makes you feel like you are at a resort instead of Downtown without having to be fully immersed in the Miami Beach/South Beach Scene. Surprised to find that there were lots of good dining options in walking distance! I would say rooms are a bit overpriced, and it does have that mix of half resort/half business/conference feeling but all in all a great stay and will stay again. The spa did leave something to be desired - while treatments were good the ambience just wasn't there. Bartenders at the newly opened Bar were excellent, awesome selection and made it our go to before and after dinner. Highly recommend this as an alternative to anyone wanting to escape and experience the weather of Miami and doesn't feel like being in the beach scene.

  • Stayed: February 2014, travelled with friends
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Thank MJM1234
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 February 2014

Everything was 5 star from our arrival and the waiting Bellman with a smile and Good morning to you Both!
The front desk to the pool staff to Room service to the gift shop. Every single person was 5 star.

  • Stayed: February 2014, travelled as a couple
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Thank Dirk N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 22 February 2014

Great location with great views, we could see our cruise ship from balcony. Very well appointed and clean. Very nice bed and sheets. Great service. My wife loved the little chocolates. Very nice bathroom. Loved the robes. Did a nice little run around a running trail in morning.

Stayed: February 2014, travelled as a couple
Thank Bert H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Mandarin Oriental, Miami

Address: 500 Brickell Key Drive, Miami, FL 33131-2605
Phone Number:
Region: United States > Florida > Miami > Downtown
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Miami
#3 Luxury Hotel in Miami
#3 Spa Hotel in Miami
#4 Family Hotel in Miami
#4 Romantic Hotel in Miami
Price Range: £241 - £665 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Mandarin Oriental, Miami 5*
Number of rooms: 326
Official Description (provided by the hotel):
Contemporary in design and with a prominent waterfront location, the luxurious Mandarin Oriental, Miami features 326 elegant guest rooms and suites - offering dramatic views of the bay and the Miami skyline. Amenities include signature restaurants Azul and La Mar by Gaston Acurio,YAKU by La Mar, MO Bar + Lounge - a dynamic cocktail lounge, an award-winning tri-level spa, the luxury boutique Shanghai Tang and extensive meeting and business facilities. ... more   less 
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Also Known As:
Mandarin Oriental, Miami Hotel Miami
Mandarin Oriental Hotel Miami
Mandarin Miami
Miami Mandarin Oriental
Mandarin Oriental, Miami Florida

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