The Shelborne by Proper

Oliver was the best. Treated us well. Took care of us very well

The location, lobby atmosphere, and noise level were great. The service was mixed. I witnessed the staff working very hard all day, especially the housekeeping staff. The front desk staff was mostly very helpful, and for most things I never had to follow up or ask twice. Amenities were decent. You have access to the pool, the beach with chairs/umbrella, and the property vehicle (first come/first served, 2-mile radius, drop-off only). The resort fee is more expensive than most, but on brand for South Beach. The mixed: most common areas were very clean and organized. We had 3 rooms, all of which had some level of issues. The construction felt very "slapped together." The most egregious offense, in my opinion, was highly questionable air filter changes. If you looked up, you could see how dirty the air filters were. A closer look revealed irregularities in their changing schedule. See pictures attached to this review. My concerns are: why is the original date written in purple pen, then crossed out in pencil, and then a later date written in pencil? What was the goal here? My opinion only: they were trying to cover up not changing the filter. This wouldn't have bothered me much at first, but for the price we paid to stay here, it's annoying. What's more, the side of the building closer to the beach (East) was very hot, and I don't think a dirty filter helped. See photos with the humidity level on the thermometer. I took a photo of another room at a higher temperature with much less humidity (to refute the idea that the thermometer and hygrometer were simply malfunctioning). Lastly, you could see where mold was starting to grow because of said humidity (pictures attached). On social media, there is a campaign stating this property underwent a 100 million dollar makeover, and if that is true, I am failing to see where the money went. The last issue I had was at check-in; I asked for a late check-out for one of our three rooms (because our flight on check-out day was at 7 pm EDT). Unless I am mistaken, as a Platinum member, I should be able to request this if possible. The gentleman who checked me in said he processed that request and made sure my keys worked until 4 pm EDT. The night before check-out, I stopped by to confirm this, and the front desk representative told me she did not see late check-out listed. She elaborated, "...and I don't see a charge for it." I suspect the confusion was simply because there was no late check-out charge on the folio; she assumed I hadn't been granted it and that I was making it up. It felt a bit like being nickel-and-dimed, on brand for South Beach. Nevertheless, she promptly reprocessed and made sure check-out was listed for 4 pm. I do believe she took ownership of the issue and felt empowered to fix it, but the feeling it left me with was that if there wasn't strictly a line-item charge, it didn't exist - which feels like you're simply being squeezed for every dollar. Again, it has not escaped me that this is simply on brand for the area.

Great rooms and service. Breakfast and beach accommodations were top notch.

Beach club was amazing! The views are spectacular. Amazing employees and environment. One of the best hotels I’ve ever been to will definitely be back. Thank you PJ!

This is one of the best hotels I’ve ever stayed at. I’m a local and I did a staycation here, but it honestly felt like I went on an island. PJ from the beach station, took very good care of us. The staff at this hotel is excellent. The rooms are pristine. Everything is super aesthetic. I have nothing but great things to say about this hotel.