The Palms Hotel & Spa
Miami Beach, Florida
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About the Hotel
Move to the beat of conga sounds and gentle waves in South Beach, as you sip on a supremely mixed cocktail on the sweeping verandaâ€(TM)s of The Palms Hotel & Spa – part of the Lifestyle collection of Preferred Hotels & Resorts. Escape to a beach front location, bronzing on a turquoise recliner, taking in the sun and ocean sounds. Surrounded by endless beaches and overflowing with luxury amenities, this tropical paradise offers a post card perfect spot to indulge,relax, and play. Attention to detail and exceptional service is a staple of this breezy hotel, making you feel at home, with the added benefit of a 24-hour concierge at your beck and call. After a long dinner or night out in Miami, experience a holistic ritual at the AVEDA spa, dedicated to nurturing guests with highly personalized treatments. Whether in need of a simple manicure or body overhaul, an array of massage, skin care, and body healing is available throughout the day.
Location
The Palms Hotel & Spa
3025 Collins Avenue
Miami Beach, Florida
33140
Nearest Airport: MIA
Features and Amenities
- Dining
- Poolside Dining
- Pool Bar
- Restaurant
- 2 Bars
- Room Service
- Beach Waiter Service
- Pool Waiter Service
- On-Site Amenities
- Salon
- Spa on Property
- Spa Services
- Media Room
- Laundry Service
- Fitness Center
- Pool Butler
- Gardens
- Beach Beds
- Beach Club
- Lounge
- Pool Cabanas
- Laundry Facilities
- Beach Amenities
- Outdoor Pools
- In-Room Amenities
- Air Conditioning
- Bathrobes
- Mini Bar
- Marble Bathrooms
- Luxury Linens
- Coffee & Tea Facilities
- Luxury Bath Amenities
- Activities
- Deep Sea Fishing
- Excursions
- Fishing
- Tennis
- Scuba Diving
- Nature Walks
- Boogie Boarding
- Boat Excursions
- Boating
- Business
- Business Center/Services
- Family
- Cribs
- Nearby
- Shopping
- Restaurants
- Beach
- Nightlife
- Beaches
- Parks
- Shopping Mall
- Public Transportation
- Monuments
- Nature Reserve
- Market
- Convention Center
- Interests
- Active & Adventure
- Beach
- City
- Culture & Arts
Reviews for The Palms Hotel & Spa
Avoid at All Costs - Disrespectful and Condescending Staff
First, the few bright spots: the spa is good, the massage therapist is good, the views of the beach and pool out your window (if you get a room with that view) are nice, the bed is pretty comfortable (but the pillows are meh like most hotels). Now, to the bad: When paying $500+/night at this hotel, you expect seamless, attentive service (I really did not ask for very much -- I was hoping for some peace and quiet, and asked to have a 4-page document printed, that's it), transparency, and basic professionalism. What you actually get is a masterclass in indifference, condescension, and bureaucratic stonewalling that would embarrass even a budget motel. My stay was marred by multiple front-desk employees treating paying guests like inconveniences, zero accountability, and a deliberate design to avoid direct communication. 1. Pre-arrival communication: I emailed the front office days before arrival asking about holding my bags for a few hours since I would be arriving early. They ignored this email. 2. Pre-arrival and post-departure phone communication: I tried calling them to ask the same question I'd asked over email and to ask about an unresolved issue after leaving. It is not possible to speak to a human. You get an automated system that gives you a decision tree to select restaurant, spa, reservations, etc. No matter what I pressed, there was no possible way to get a human representative on the line. They've "streamlined" things by making themselves completely inaccessible. 3. The room itself: one of the worst parts, although unrelated to customer service, just very poor construction. From the minute I entered the room, I could hear every word, laugh, and scream from the next room. If your neighbors speak or laugh at all, watch TV, you will not get any peace or quiet. Your ability to sleep (or just relax in your $500+/night room) will be completely dependent on whether the next room is empty. 4. Business center fiasco: I asked to print a simple 4-page document. You'd think at a hotel like this, they'd just make things easy and have you email it to them and handle it for you. Nope, they prefer to set up a separate system to try to squeeze a few more dollars out of you. They told me to go to the "business center", which is just a desk across the room with a computer and printer. The printer didn't work (all it printed out was one error page). The system charged me for time spent trying to troubleshoot their broken equipment, and even billed me more than double what their posted rates should have charged. So I escalated the issue to the man at the front desk. He escalated to a coworker, and they said I could send it to them and have them print it. First the colleague he escalated to asked how many pages I needed printed. I said 4 pages, and she repeated with almost righteous indignation "4 pages?!" as if I was squandering their precious resources. So he printed it, and I asked if he was going to void the charges from the business center. He put on a smug smile and said "but you got what you wanted." Completely unable to understand that what I paid for (a self-service business center) did not work and they should be embarrassed to think it's okay to charge for that. After pointing out the obvious massive gaps in their customer service, they said if I showed them my credit card bill the next morning at checkout, I could get it voided. When I checked out, I spoke to another agent who told me "oh, it's billed by a third party service." Cool, but your internal red tape does not benefit and is not relevant to your customers. The next day, someone contacted me saying they refunded it. Took 3 days, and escalating to 4 different people to get this accomplished (and having to push back hard to retrieve my stolen money). She also couldn't resist giving me the typical PR "we hope to welcome you back soon" script, which is rather insulting after your condescending staff disrespects your customers like that. I've attached a photo from the elevator, where they even advertise the business center as prominently as the spa and the pool. Yet it doesn't work and you have to fight a battle just to get your money back after paying for something that does not work. 5. Asking basic billing questions is like pulling teeth: I was charged $15.65 for minibar items. All I took was a small bag of gummy bears. I honestly thought they had charged me for 2-3 items. So I asked them for an itemized list (which is NOT provided on the check-out receipt they send you) and for a link to their minibar prices. I also had to write in bold letters "Please respond to this email" at this point since they are so unresponsive. They responded with an itemization of the one item, the gummy bears, as item + tax + service fee (yes, they charge you a "service fee" on top of the $12 cost for a 1.8-oz pack of gummy bears). (See image of the $15.65 1.8 oz gummy bears.) They of course ignored my request for the link, so I asked again, and also asked for an explanation of the taxes because the taxes were higher than the 9% I would have expected for the area. They then provided the link but ignored the tax question. I asked the tax question again, and they said the "Food and Beverage department" would get back to me, which I was sure is code for "you will not receive a response from us." And my assumption has proven correct -- in the 9 days since this email chain, they have not contacted me. Their front desk service team is completely unprofessional. I don't mind spending money. I happily tipped the guy who brought my bags to my room. I chose to book a room at (what I thought would be) a nice hotel. I spent money at the spa. But don't treat your customers like trash, like they're nothing more than a line item on a spreadsheet. I would advise anyone considering this hotel to stay literally anywhere else in the Miami area. Does not matter how much money you spend here, you will not receive good service or any respect (from the hotel staff, I am not making any negative statements about the spa, the people at the spa were fine). The hotel staff treats paying guests as nuisances rather than valued customers.
Aaron B
Gem in the middle beach of South Beach!
I guess I could not have expected this....Fantastic staff ! 1...Kathlem..Andrea..Gabriella...Anthony...wow...the hotel can be gorgeous ( and it was) but the staff is what makes it... AND these lovely people did. 2. Beautiful rooms...grounds are exceptionally beautiful... 3. I have never experienced the level of service provided...do you want your umbrella up or down...can I get you something? 4. Clean.
Jill A
Palm Spa great service!
Gabriella and Fred were amazing!! We appreciated everything they did. They went above and beyond the whole vacation for us. We can’t wait to come back!!
Erik O
Super Bowl weekend at the palms
Fred and Gabriella help us out and gave us a great experience !!!!!!!! Top notch!! They set us up for the Super Bowl!!! Cannot wait to come back!!!
Kelly O
Great customer service
Fred and Nora were so fantastic during the check in process. The hotel is beautiful and the views are amazing. I would stay here again!
Mariessa L
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