Carillon Miami Wellness Resort

Rooms dated …first room had to leave electric didn’t work 2nd room ac barley worked and with only 2 days left to stay wasn’t pleasant. The rooms are all dated and the only positives I can take away are good views and every encounter with a staff member was very pleasant.

Really disappointed in this resort. Wouldn't consider it 5 stars at all and likely wouldn't stay there again. The customer service was non existent -- there was never anyone at the door to help with luggage or carrying things; when we walked in no one acknowledged us or told us where to check in; we called because the tablet in our room was broken and was told a tech would come visit who never arrived. The facilities were dated, which I could accept, except for they were also dirty. There were mysterious stains all over our room (some looked like blood splatters) and even the roll of paper towels they gave us was filthy on top. The spa treatment (50 min massage) I received was wonderful -- however, they didn't let me know that the 'service' fee was actually gratuity and I ended up tipping on top of it -- which was also required BEFORE receiving the service. We tried to order in-suite dining for lunch one day at 3PM were unable to have any food sent to our room; after speaking to 3 different employees, we were told we could go order at the Seaglass Cafe for take away and bring it back up to our room, but couldn't call ahead because they don't have a phone at the cafe. The fitness center was large and had plenty of nice equipment. The location was also nice, directly on the beach with easy access to the beachfront walking path.

Hoped for a luxurious trip to enjoy Art Basel & Miami. The hotel staff was knowledgeable and friendly, and the daily breakfast was good. However, the lobby, spa, and guest rooms are in need of major renovation. The lobby furniture was stained and full of boxes of holiday decorations during our four-night stay. A number of amenities at the spa were closed as they were out of working order, and the spa bathroom was not clean. While the suite (318) was spacious with a nice view, there were missing tiles in the bathroom floor, and the kitchen cabinetry needs to be adjusted. With so many Miami Beach luxury hotel options, the Carillon has work to do.

My toilet was broken for four days, and despite repeated requests, no one came to fix it. It was left in this condition the entire time, and the smell of sewage was unbearable. After four days, the only solution offered was to move me to another room — and even then, no one assisted me with the move. This is completely unacceptable. I came here expecting to relax for 12 days, and this experience was anything but relaxing. I ate breakfast and dinner on-site, and out of roughly 30 meals, only two were prepared correctly on the first try. Nearly every time I went downstairs, I saw other guests complaining as well — clearly this has become the norm. I later learned that the hotel recently changed management, and since being bought by a new company, the quality of service has significantly declined.

Excellent experience. We truly enjoyed our stay! The spa and other amenities were relaxing and great. The staff were very friendly and welcoming.