The Palms Hotel & Spa

We paid $2,600 for three nights at The Palms Hotel & Spa in Miami for a “partial ocean view” room, which was already about four times the normal rate for the room due to a busy weekend. The “view” was essentially nonexistent—you could barely see a sliver of the ocean. The much bigger issue was the strong mold smell in the room and visible mold in multiple areas, including the shower and along the floor. This is a serious health hazard. When we reported it to management, we were initially told there was nothing they could do and no rooms available. Only after I explained that I had previously suffered mold poisoning and became extremely upset were we moved to another room—which unfortunately also had mold. To make matters worse, housekeeping let themselves into our room after 6 PM without knocking or announcing themselves while I was half dressed and my husband was in the shower. This was incredibly inappropriate and invasive. After checking out, I realized I had accidentally left an expensive item in the room. I have now called the hotel more than 10 times trying to retrieve it, and no one answers or returns calls. For a hotel charging luxury-level prices, the lack of cleanliness, management response, and basic customer service was shocking. Between the mold issues, the privacy violation, and the inability to recover a lost item, this was one of the worst hotel experiences I’ve had.

Fred is the man!!!! Fred was amazing since the start of my visit. He met me at the taxi to open the door but more importantly. He jumped at the chance because while getting dropped of by my taxi, the taxi driver forgot to put the parking break on so while I was getting out, the drivers car kept moving and almost ran over Fred’s foot along with having the door take me along with it. Fred made sure to intervene and made sure to yell at the driver to get back in and stop the car because it didn’t seem as if the driver noticed. Fred definitely deserves recognition for not only doing an amazing job, but also for going above and beyond to make sure I was ok and walked me to the front desk and even walked me to my room. Huge shout outs to him!!!

Excellent location. The hotel is perfection with beautiful setting by the pool. The rooms were spotless, welcoming. Fred was exceptionally hospitable and went out of his way to make the stay easy and wonderful.

Fred was very friendly, informative, and helpful

Fred is the best. He was very kind, and helpful.