Nightmare hotel experience! Broken locks, no management, scary security, bugs & false advertisement. Here’s the details: Booked what was said to be a 4-star hotel through my credit card travel portal. Email confirmation & hotel website states that guests will be greeted with a glass of champagne. Instead, my friend & I were greeted by an infestation of white moth-looking flies right inside the entrance where you have to stand & wait for the elevator that takes you to the check-in lobby. We stood there swatting the flies off of us until the elevator came. Once its doors opened, we were greeted by another swarm of the same flies & had to swat our way up. Once in the lobby, we immediately complained to front desk personnel, Yanna(not sure of spelling but this was how she pronounced it) & her response was that it’s because of the neighboring restaurant and that this was the only entrance we have to the hotel. As we stood there, another party exited the elevator complaining of the very same issue. After completing check-in, we get to our room & after about an hour, we realize the locks to our door were broken. We ask Yanna for a room change, she said she will send someone to our room. A man claiming to be head of security shows up & begins to explain that there was no management on the premises until the following day, that there are no other rooms available & that we will be safe regardless of the broken locks because they have plenty of security cameras, they have plenty of security staff who walk the floors frequently, and he literally said, “we’ve never had a break in before so we’re not expecting one tonight”. We continued to explain that every room is supposed to have working locks and that we do not feel safe, and requested a refund so that we can stay elsewhere. The man began to raise his voice at us & tell us they do not & would not provide a refund. My friend immediately felt threatened & asked him to leave. Keep in mind, there’s an increasingly high rate of sex-trafficking in the area & we were warned of this on posters all over the Miami airport. So after this, I called the credit card company & opened a dispute. We also called the police, and 5 of them responded at the scene & confirmed that the room was unsafe. One of them even told us, “I wouldn’t let my family stay here.” They tried to talk to the security guy & he told him the same thing about not having any more rooms available & not giving a refund. So we requested a police report & then left the hotel. The cops gave us some leads to better hotels & we sat in our rental car calling around at nearly midnight to book a new hotel. Thankfully we were able to snag a good one a few minutes away. As of right now, the hotel is still refusing a refund & we are pursuing all legal options. The photos I posted are screenshots of actual video footage. In the videos, you’re able to see the swarming flies much better, as well as how the deadlock did not open or close. Feel free to message me if you have similar experiences or helpful tips. Thanks.

My wife and I and our dog Pepper stayed at the Bentley for 2 nights from April 30-May 2, 2024. We are long time residents of Florida and have vacationed at South Beach many times. I have to say at this hotel we were pleasantly surprised with the total experience, hence we give it a 5 star ratlng At checkin we were greeted by William. He was super friendly and professional. We were also met byCaesar who took our luggage to the room and got us setup for valet parking. He also was very friendly and professional. He availed himself to us for any available service or info that we may need. We booked the standard king room on the 3rd floor. I believe it was remodeled recently. The room was extremely clean with moderne decor. There is a large under-counter refrigerator, microwave and coffee on a large countertop. There is a large rooftop pool and hot tub surrounded by lounge chairs and great views of South beach and the ocean. The pool was crystal clear Location is great with easy access to Lummus park, the beach and all the great restaurants and clubs. I have to give special recognition to the staf mentioned above. In our opinion they are a great part of my 5 star rating

This is a Hilton hotel (The Bentley) and it is a pretty good one. Kinda chic and a “want to be” high-end hotel. And for the most part, it’s really good. It is somewhat dated, but the location is the best in South Beach. The bar and pool area is a great setting. It right off the boardwalk, but very secluded from the beach. The service is good!

best place in South Beach. My wife and I always reserve a room at this hotel from many years and each time we always spend a great vacation. The staff is very friendly, the service is great and the quality of the room and price is always the best. We try other hotels but this is the best place for our vacations...... Service and quality are TOP

Paid for 2 nights in a 2 bedroom penthouse suite so you expect a premium room and what I experienced was far from premium. The floor was laid in such a fashion that in multiple rooms there was a 1 to 2 inch gap from floor to baseboard. Also the refrigerator stopped working on day 2 and maintenance was unable to fix. Last, the sliding door to the balcony was extremely difficult for wife and daughter to move open. Contacted Eric the manager expecting a small refund as a token of apology and instead he has ignored my last several messages.