Mondrian South Beach

My check-in experience at Mondrian South Beach was extremely disappointing and honestly unacceptable. When I first went to use the bathroom in our room, there were dried feces drippings on the toilet. This is a serious sanitation issue and something that should never happen in a hotel room, especially at a property like this. I immediately called the front desk and was told a manager and cleaning staff would come to the room. Only the cleaning staff showed up. We were then offered another room, but it was a downgrade from the two-bed room we booked to a one-bed room. When we were shown a second room, the toilet in that room also had visible stains. At that point it was clear that cleanliness standards here are a major problem. The manager on duty, Victoria, was dismissive, cold, and showed very little empathy about the situation. Finding fecal matter in a guest bathroom should be treated seriously, yet the only solution offered was to waive the resort fee for one night and send someone to clean the room again. Victoria displayed poor customer service and did not want to acknowledge the fact that this is a serious issues. After going back and forth with her, she finally said she would waive the resort fee for one night. She also told us she couldn’t upgrade the room because they were fully booked. To make things worse, while we were speaking with her we observed other guests being given complimentary drink credits over a lost pair of sunglasses, which made the lack of concern over a sanitation issue even more frustrating. For a hotel with this reputation and price point, the cleanliness and customer service during our check-in fell far below expectations.

Great service! I appreciate the free champagne

Luis was amazing ! So helpful and th service was amazing !

Augusto was great! Top quality service. Food and location is amazing. Definitely coming back

Luis made the entire experience very smooth and effortless. He is very knowledgeable and helpful.