The Grove Isle Hotel and Spa, Miami

There was nothing to dislike about this place. The staff was excellent and so was the Front Desk staff. John, the Front Desk Agent was astonishing and was very helpful. I'm glad that they have him as a staff. I absolutely want to come back to this hotel again in the future!

My bad experience with this hotel started from even before I got there. I had requested some information on the spa and was speaking to a representative through Email about the services. After I was ready to book the appointment, the spa representative asked me to submit my credit card number, CV code and expiration date through Email. Seeing as this completely unprofessional, risky, and I believe can be illegal coming from the Spa, I decided to write back to the rep. and tell her that I felt very insecure about doing this through Emai and if they could just use the credit card that the hotel had on file because I would be staying the weekend at the hotel. The lady told me that because I felt unsure about sending her my credit card information (through Email) I could call them, but she would need the information in order to book the appointment because the spa and hotel ran on a different payment system. After seeing how unprofessional they were and a little nervous about even giving them my credit card, period, I decided not to call and continue the booking of the appointment. On the day of check-in I received a voicemail where the spa was calling to confirm my appointment. I was a little bit confused since I had not actually booked the services because I had not given my credit card information. I called the hotel, and after being transferred three different times, I finally spoke to the poorly trained in customer service spa representative. Apparently, the spa representative that I had spoken to through Email had just assumed that she should go ahead and book the services, which came out to almost $300. I explained to the representative over the phone that because I was told that a credit card was needed in order to continue the booking, I did not understand why my services were booked and I was not even sent an Email confirming the services. Then she continued to tell me that because I did not cancel ahead that I would be charged for the services anyway and that because I had a credit card on the hotel, now (suddenly) they were able to use that credit card. After much discussion with this representative (who should not even be allowed to speak to customers) she told me that she would cancel the services and just hung up on me before I could make sure there would be no charges. Before this incident, I had seriously thought about booking a spa appointment IN PERSON, but not after that experience. You do not assume to charge somebody almost $300 worth of spa services and then fail to send them a confirmation. After our stay, I went downstairs to check out and review my folio because I had noticed a strange $100 charge. I asked the receptionist and she shrugged and told me it was an amenity charge. I explained to her that I know that I had ordered champagne and strawberries for the room, but I requested them for $50 as it says on their reservation page on the internet. With a ridiculous amount of attitude, she said that they were $75 plus tax. At this point I was already fed up with the customer service that I told her that when I requested it online, it said it was $50 and I was paying no more. She finally credited the difference to my account, but there was absolutely no sympathy or apology for any of their mistakes. For the amount of money you pay a night, it is no where near worth it. I expected to have a carefree and relaxing Valentine's Day weekend, and I experienced the most stressful and aggravating stay of my life. The Monday after, I had a double charge on my credit card, and after two weeks, they still continue to rebill and return to my credit card. Someone in billing has absolutely no idea what they're doing over there. I was also told by the hotel manager that I would be receiving a complimentary certificate to the spa for my troubles.

Room was freezing and mgmt couldn't fix. Would not pay this price for that. Also floors are tiled so might request top floor. Otherwise pleased -- great surrounding area for running/walking; restaurant food good.

Beautiful rooms , great food , relaxing serene environment.