W South Beach

I added an extra night to my reservation at the W South Beach because a flight change would’ve had us arriving long before the 4 PM check-in. We got to the hotel around 11 PM expecting a smooth start to our stay. Instead, it was one disappointment after another. First, unlike most Marriott-branded hotels, the mobile key doesn’t work here—so late-night front desk check-in is mandatory. But the real issue was the room. The suite was 72° even though the thermostat was set to 70°, and the bedroom had barely any airflow, while the living room blower was blasting so loudly it was hard to even hear the TV. I called the front desk twice before an “engineer” came up and dismissed everything as “working properly.” As a licensed HVAC contractor and master plumber in multiple states—including Florida, I can say confidently that the airflow distribution in that suite was absolutely not functioning properly. His lack of investigation was a slap in the face—something I wouldn’t expect even at a Holiday Inn, let alone the W. When I called again, a manager told me, “I’d be happy to show you other rooms, but honestly the same AC will be in those rooms too.” That says it all. I ended up sleeping on the floor because the bedroom was too warm and the couch was too uncomfortable. The only place cool enough was the living area floor. It felt like sleeping in a county jail cell—except here, I paid luxury prices for the experience. Completely unacceptable for any hotel, never mind one claiming to be a high-end property. I hope management takes this seriously and addresses the HVAC issues that are clearly affecting multiple rooms.

Amazing service at the W South Beach! Special shout out to Juan beach attendant. Thank you for setting us up and checking on us all day.

Juan was a great beach attendant. He was so accommodating and nice! Thank you Juan!! We appreciate the attention to detail.

Beach service was excellent. Juan and the rest of the staff were top notch. Made sure we were comfortable and well taken care of. Five stars!

Check in was seamless and staff was immediately accommodating. They give you a lovely Japanese cocktail to welcome you. I want to start off by saying the staff of this hotel are very sweet and definitely exude customer service. Let’s get down to why I even gave a two star when it really should be at one. I booked in advance an ocean view room, and as shown by my pictures from my balcony attached, you will see that there is absolutely no ocean view. They claim “levels three up are considered ocean view.” at least identify the room as partial or none as a disclaimer when you book. I did not make a fuss because I just wanted to enjoy my time. We will come back to this. Upon checking in my room, there is construction going on in the building across from you. As you can see, I am located right above the pool and one of their main dining areas. They should absolutely disclaim that there is construction going on and you should expect loud noises and disruptions at any hour of the day. Which of course they did not. We’re talking 7 am wake up! Next comes the comfort of the bed. I felt like I was sleeping on top of a concrete brick associated with concrete pillows. For a five star hotel I would expect more. Much more when it comes to sleeping at a hotel! Let’s get to the food. Again staff l very lovely… Food deserves less than a one star. From the beach to the pool, to their dining room. Food was absolutely horrible. And for the price absolutely not even worth a penny. The pool was nice. Beach was nice and hotel decor was absolutely beautiful. Location is lovely considering it is across the street from a convenience store and great restaurants such as Mr. Chow and STK. The kicker for me was when I that decided to talk to management. my family and I checked in to the hostess for our pre-reserved daybed on the beach. Upon checking in the manager was vocalizing the need to cut down the daybeds in half considering it was not a great day for the beach with the weather permitting. When we asked about honoring the same discount, the hostess advised us that we had already prepaid it as we pre-booked the room. So we went along with it. After we got settled into our daybed, the manager approaches us to get a method of payment to secure our reservation. We informed him that the hostess let us know that we already prepaid the daybed… he then took it upon himself to blame the staff that she was incorrect and “new” , and that when he claimed the discount on the daybeds, he was referring to another guest. How unprofessional! That was my ticker. I went to management and lodged a formal complaint. She took care of a portion of our bill and remained professional no matter. Even sent sparkly wine to my room as a good peaceful gesture. All in all, wouldn’t return unless Ritz or FB gets shut down. Again, kudos to staff. They made the 2 star truly a 5. Every either.., a one.