Eden Roc Renaissance Miami Beach, Miami Beach

As a Marriott Platinum member and one of the 50 most frequent guests at this property this summer (Manager told me), you'd think I'd deserve better than the following POOR SERVICE. How do you think they'll treat you??? Terrible Service – - Had to ask for a working hair dryer 4 times (twice by phone and twice in person at front desk). They gave me a second one that didn't work! - Don't bother calling down to the valet; they didn’t get my car until I showed up, saying they "didn't get the message". Front desk clerk recommended I give up on calling down beforehand, confirming that the actual valet staff don't get the message, that the 'operator' does. - Poor Internet - Wireless drops you constantly and some wall plugs don't work. - Unprofessional - Not once in all my stays did the front desk staff give me my welcome amenity and promotional certificate upon check-in. I always had to ask/explain/beg for it. SPA is Non-Existent - - No return call when trying to schedule $300+ worth of spa services a week in advance - When I called back after 4 days, they told me I could call the spa on the date of arrival and "hope someone cancelled". I had to ask for a Manager twice before the spa receptionist would transfer me. - Spa staff then cancelled one of my spa services based on a "phone message with no name" and accused me of cancelling it. They let me sit in the waiting area for 30+ mins until I finally asked when my facial was going to start and they said, "Oh, you cancelled that." NO I DIDN'T!!! - Spa Manager & Desk Manager said they'd reschedule service for next day, wrote down my cell number. They didn't even both to call me to tell me if they had found a service provider or not. Spa worker called my room after I didn't show up and asked if I was coming or not. At that point, I chose "NOT". - Spa renovation scheduled to open Oct2009 won't open until at least June 2010. It will be more of the same philosophy = Expensive surroundings & Terrible service. Renovation already poorly maintained - - Dirty guest rooms - Lots of hair on floors, obvious urine on toilets - Pink bacteria/fungus growing between the expensive glass shower tiles - Room with no towels, dirty/used glassware on balcony - I've had rooms with the tub's spa jets not working. - I think the steep outside steps from the valet area to the front door and another set of steps to check-in were DESIGNED so you have to tip one of the DOZEN bell men trying to grab your bags as soon as you stop the car. Food - - Room Service: Not bad food, but Spaghetti/side salad/coke costs you $50 and took an hour to arrive on a weeknight. - Welcome Amenity: They've dumbed down the gracious cheese & nut plate to a single slice of brie, 6 crackers & 1 strawberry! - Don't let the website fool you; the night life is next door at the Fountain Bleu, but if you stay there, don't stay facing Valet or the party crowds will keep you awake. If you do stay at the “newly designed” Eden Roc, be sure to have a couple $15 Mojitos so you won't notice all of the above! Such a shame!! I had my first spa treatment at the original property in the 1990's and had such fond memories until all of these disappointments. The Marriott's should spend more money on training people, and less on shiny lighting.

The Eden Roc was a fabulous find. The hotel was beautiful, the staff was very helpful, and it was priced great! Our room was a decent size, and we were in the older tower, I heard the renovated towers were beautiful. There is no refrigerator in the room, those cost $15/day max. at $45 for your stay - the frig look alike in the room is suppose to be a "cooler". The pools were great with 3 pools for everyone and 1 adult pool that was very relaxing! The spa was nice, but I don't recommend it. I had a problem with the pedicure and they did not refund my money when the polish came off with in hours (when all we did was lay around at the pool). It was a bit far from any nightlife. LIV is right next door and is a great hot spot, but every other smaller bar, lounge, etc. was a taxi drive away. I highly recommend Mario the Baker for pizza delivery there - very reasonable. The Meat Market was a great place for steak and it is a cab drive away, but worth it, because there is great shopping up and down that street. Cab rides are anywhere from $20 to the Bal Harbour shopping to $15 to SoBe. Overall the experience was great, the staff was FANTASTIC and helpful.

I just spent a week at the Eden Roc resort!! The staff was so kind, the hotel was so clean, and beautiful!! I loved it, and My friends loved it, and would like to make it a yearly trip!!!! The price was reasonable!! The only change I might make is too have more activites at the hotel!! but I so enjoyed the visit!!!!! If you are looking for a place to stay in Miami I truly recommend you allow eden roc to be your first choice!!!! They will definately give you a great resort vacation. my only complaint would be that I did not like the food at the bar by the pool. But thats such a minor detail.

I recently was here over the Memorial day holiday and it was the most comfortable, chic, and clean place! The staff was very friendly and helpful. The rooms had a different set up. I had an ocean front room with a nice balcony. When it rained, I comfortable sat on my balcony and read without getting wet. The place was immaculate! My only complaint was the restaurants. I did not enjoy the food and it is very pricy! I spent a fortune for meals and went to other places to eat to save money. If you don't have a car, you will have to walk a distance to go to another restaurant that was more affordable!

I usually never write review, but this review is definitely necessary. The Eden Roc is beautiful to look at, but the service is horrible. We arrived to our room to find dog feces on the balcony, hand prints all over the glass door, and stains on the floor (we have pictures to prove all of this). They moved us to a substandard room where the horrible service continued. The cleaning service knocked on our door at 8 AM to clean and when we said we were not ready to leave the room they NEVER CAME BACK!!! We went to eat breakfast in the hotel one morning to wait 20min to get service then 45 mins to get our food. When we finally received our food it was undercooked and when they replaced the order they brought out the wrong food! I am not one to complain especially if the hotel staff would have been more concerned with making our stay enjoyable after the dog feces incident, but they seem to not even care which is totally unacceptable. I have stayed at the other Marriott hotels on South Beach including the Marriott on Ocean and First, the Courtyards, as well as the Loews which is another company, and never had the type of experience that we had while at the Eden Roc.

I liked that it was close to the ocean and that the boardwalk went on and on and on. The beach wasn't clean (dead man'o wars everywhere) and two of my three kids got stung by them! When I asked the people at the front desk what to do, nobody seemed to know!!! It rained while we were there and the rain BLEW INTO OUR ROOM under the closed and locked patio doors and soaked the carpet (which then smelled like mould)! The main pool was closed due to construction so we had to use the small overcrowded pool where there were no chairs to sit. Everything was WAAAYYY overpriced ($85 for a hamburger lunch???) On a good note, the concierge was fantastic and answered all of our questions about the area. Definitely would not go back.

I was very disappointed with my experience. The hotel was okay. You're charged for everything. The rooms are not that clean or comfortable. I stayed at a Courtyard Marriott that was much better quality and comfort than this hotel. You're charged 15% graturity and the service is horrible. The order is always messed up. Something is always missing or is not done right. I stayed for 3 days and my exeperience at the Courtyard Mariott in Adventura Mall was more rewarding.

Fabulous hotel, very clean and comfortable bedrooms . The public areas and restaurant reminded me of 1950's style glamour , I could just imagine movie stars swanning aroung the place . The pool was great for all the family .

I stayed here for Passover for the last 15 years. I can't tell you how much I love this hotel. Let me get to the service first. Service: Absolutely the best. It costs $26 dollars to park at the hotel, but I went up to customer service and they told me of a free of charge parking lot so I parked there. It was great right on site. One year I brought my pregnant wife with me and everything we asked for they gave us. The kids went to Camp Eden and they loved it. It was worth the extra money. Cleanliness: The room was great. New drapes and a bathroom to die for. The beds are just so comfortable. The carpets are clean and it smells really good in the room. The lobby is just beautiful. After a long day sitting out by the pool, it's great to just come and sit in the lobby. There are over a dozen leather couches. Location: There is a 3 mile boardwalk that goes down to South Beach. That is great! On 45th Collins you can't be in any better place. During Pesach time it's where everybody hangs out. It's a little crowded but it's great because you always find somebody you know. Pool: The pool is great. Crowded but there are so many seats. I love the way they put the towels on the chairs. The landscaping is so nice. There are two pools/whirlpools and also Hottubs. Great view of beach. Beach: Beautiful and volleyball on site. There are also kyaking,fishing,cruising on site. The beach is beutiful. It's more crowded than the pool. Food: This is not everyday food at the hotel because it is Pesach food but the food is so scrumptious. David Gross, the caterer, is just great. He hires the best people including the chef, Mr. Krakonovsky. Lasko Kosher Tours runs the program and they are so nice. Go to this hotel for Pesach!

I've been going to this hotel for the last 13 years for Pesach. The food is great and my kids love the gym. We sit at the pool and it is paradise. The beach is very crowded and the pool is too. But there is so much room at the pool area. We had a standard room but it was still great. The view wasn't oceanfront but we faced the fountainbleau pool area. It was nice. Go here for Pesach.