Carillon Miami Wellness Resort

DO NOT STAY AT THIS RESORT. Not only was it filthy, but they are well known for baiting and switching! (Unfortunately, we found this out first hand and later were informed by permanent residents at this property that it is a common occurrence). We booked our 1 bedroom luxury ocean view room nearly 8 months in advance, and planned our vacation around this being a luxury wellness resort. Prior to arrival, I called in to confirm my reservation and request an early check-in. (Booked and prepaid as a Premier Collection property through Capital One Travel, where we have priority for early check-ins, late check-outs, and room-upgrades when available) Upon arrival, no one was present to greet us in the lobby. We found an older gentleman sitting at a desk, so we inquired where/how to check in. He said she would be with us shortly. We waited, and were not greeted in a friendly manner at all. She took my name, asked for a credit card, had no other communication at all. Then, she said, “Your room isn’t ready” and tossed a “resort key” at us, without discussing the resort or amenities at all. I asked if she had a time estimate for our room, as we had called ahead and were made to think it would be no problem to have an early check-in. She simply said “I don’t know”. She said we would call us when it was ready, and discovered she had a completely different phone number for us than what should have been on file. I attempted to confirm that she had the correct reservation, but she wouldn’t confirm. She just wrote our correct number down and said she would call. We waited in the general area, as it was raining and we couldn’t explore anything outside. Throughout the next 4 hours, we watched as numerous people checked in and were given rooms with no issue. We also inquired several times as to when our room would be ready. She very rudely stated “ check-in is at 4:00”. So we waited. Finally, at 4:00 she came over, demanded my credit card AGAIN. I said, “you took my credit card earlier”…to which she replied “our systems were down”. Then how could she have looked up rooms, reservations, etc.? We get our credit card back, she hands us keys, and again—no discussion of amenities, resort info, nothing at all. Now is when it gets worse: We enter our room (located next to a noisy elevator) to an overwhelming putrid, musty odor that overtakes us. There were TWO giant air purifiers running loudly in the center of the room. We walk further in and realize we do not have an ocean view, but rather a view of a construction site and a giant dumpster. No water in site—not even facing the right direction. I go down to the lobby. The woman who checked us in informed us that “we gave you the room you booked. A city-view handicapped accessible room”. I showed her my email confirmation that showed exactly what we booked. She said “it’s not our problem, call Capital One”. I asked for management, but was told no one was available. I returned to the room, and called Capital One. They confirmed that I did indeed book a luxury ocean view 1 bedroom suite. They attempted to call the hotel several times but could not get through. They suggested I walk my phone down to lobby so they could talk directly to someone. The woman in the lobby then went into the back and brought out who she said was the assistant manager, Felix. Felix took my phone and immediately took it off speaker and put it to his ear. I said, “Please leave it on speaker so that we can all be part of this conversation”. He was annoyed, but agreed. It was MY phone, after all. He was argumentative with both myself and the Capital One representative. He said he needed to look up my reservation on the computer. He then disappears being closed doors WITH MY PHONE. I opened the door to see what was happening, and he started screaming at me that it was a private area and I have no right to open the door. He pushed me through the doorway, throwing my phone at me, while yelling that he refused to help me. “I’m not helping you, GET OUT”. (Thankfully, this is all happening during a recorded phone call with Capital One). Capital One did what they could to try to rectify the situation, but unfortunately to no avail. No other rooms were available, and moving to another property that late in the evening, and during peak spring break travel was nearly impossible. Not t mention I had prepaid $3700 for a luxury suite that the hotel refused to refund. We returned to the room defeated and, quite frankly, just wanted to salvage our vacation after our horrific ordeal. IT CONTINUED TO GET WORSE. The odor in the room was apparently from urine, as the carpet was riddled with stains around the couch, as if a dog had lifted it leg around the entire couch. The couch cover was stained all over the seating surface. The carpet around the bed was also greatly stained. Even the lamp shade had a gross stain all over it. There were brown hand prints all over the walls—we weren’t sure if it was fecal matter, but we certainly didn’t want to investigate and find out. We checked back with the front desk, explaining the situation and showing them photos, but the refused to give us a different room. (There was a 2 bedroom available, but Felix refused). He said he could “send housekeeping up to try to do something with the carpet” but there was “nothing he could do about the lamp shade”. So for the next 4 days, we smelled horrendous odor (to the point that my sinuses were incredibly irritated), endured construction and elevator noise, noise from the ongoing air purifiers running at full blast, laying towels over stained seats and floors, all while enjoying a view of a dumpster. All that Felix offered was to waive the resort fees ($49 a day) and offered us 2 touch-less services at the spa. (Sitting in a salt chamber, or a sound bath.) He refused to cover the massages that we had already booked, refused to upgrade our room, refused to refund any amount. The rest of our stay was mostly unpleasant, as the reception in the lobby was nonexistent or ice cold. We felt incredibly uncomfortable, unwelcome, and frankly—unwell, considering the conditions in which we stayed. We will NEVER stay here again. THIS PROPERTY AND MANAGEMENT IS AN ABSOLUTE NIGHTMARE. They UNAPOLOGETICALLY ruined a vacation that we spent 8 months exquisitely planning down to every last detail, and took ZERO responsibility for their filthy rooms and lack of honoring my reservation. Stay ANYWHERE but here.

We have just returned from 4 days at the Carillon Miami. This was our second time there and again we were less than impressed. Given the incredible recent reviews, we wanted to give it a second try and thought maybe we missed something the first time. This time we had even more issues. First the Pros: -the size of our room was great. Large living room, kitchen, bedroom and bath. -lovely beach area with very attentive staff. -delicious and fun beach food delivered to your chair. -we had a delicious lunch at the restaurant and a great server. Cons: -front desk help very unfriendly and unhelpful -calling down to reception or concierge from the room is futile. No one answered the whole time we were there. I ended up walking down to address our concerns. -pull out couch mattress was the worst I have ever seen. It was literally like springs covered with cloth. Beware if you plan to have someone sleep on the pullout. -we had a terrible smell in our room, refrigerator and dishwasher. Housekeeping/maintenance did address the issue, but given what you are paying it shouldn't be an issue and was not fully resolved. -2 of the 4 elevators were broken the entire time we were there which made wait times long. It did not seem like anyone was working to fix the issue. -it states that rooms have a full kitchen, but we didn't even have a toaster and had to call down for one, no regular coffee maker. -our third day there we came back to the room at 3p and housekeeping hadn't been there. Tried calling down with no answer, so when I finally walked down was told we needed to arrange for our room to be refreshed. It had been refreshed the two previous days. Overall, our family had a nice trip together and really enjoyed the beach and pool areas, but room is definitely dated and needs attention and those we interacted with for any issues inside the hotel seemed less than happy to help.

The location is good but they’re only a few restaurants in walking distance. It does not feel like a hotel rather a condominium with desks n the lobby serving as the “front desk”. We were there for four days and there were three elevators down the entire time and no effort to try to fix them which made wait times for the elevator long. The room was a great size but pocket doors from the 80s, and older generation toilet didn’t function well. We ran out of hand soap, hand, lotion, toilet paper, and had to call for each one. The rooftop pool was also outdated and looked like it could use renovations. The spa was nice, but again there were things out of order and it was more crowded and louder than expected. Not as relaxing as I had hoped. I upstate at many luxury hotels with luxury spas and I just felt this was a level below what I had hoped for.

My absolute favorite hotel and spa in Miami Beach. I’m local and I retreat here any chance I get. An excellent location in a walkable neighborhood on the beach. The staff at the hotel, spa and poo and beach are friendly and on point. I had an amazing massage and enjoyed several of therapies in their relaxing spa. Spa team is amazing! Finished off the day at the beach having an oceanfront lunch with friends. I will be back!

Whenever I'm in Miami, I always stay at the Carillon. It's located on my favorite part of the beach — quiet, but within easy reach of more exciting night life should you want it. Rooms are spacious and well-appointed — more like apartments, with small kitchens -- and there's plenty of room if you're traveling with family or friends (the two-bedroom is perfect if visiting with children). But what really stands out are the spa and wellness facilities — steam, sauna, relaxation lounges, hot tub, etc., plus they offer a whole range of touchless wellness circuits designed around different outcomes (sleep, relaxation, recovery and pain, detoxification, etc.). I did the Sleep Well Circuit before my flight home to London and it definitely helped on the overnight flight. They also have some of the best spa therapists in Miami — consistently top-notch — and the spa is large enough that I've never had a problem getting a treatment. Healthy food options continue at the on-site restaurants, and you can even order food and drinks to your lounger on the beach. If you're looking for a chilled-out, healthy wellness stay on Miami Beach, Carillon is the place to be!