Biltmore Hotel Miami - Coral Gables

I’m extremely disappointed with how this hotel handled what I thought was a very reasonable request. I booked an expensive stay for my family in December approximately three months in advance. Unfortunately, our plans changed and we can no longer make the trip. When I contacted the hotel to cancel, I discovered that I had inadvertently selected a nonrefundable rate when making the reservation online. I fully understand that the reservation was technically nonrefundable, and I’m not suggesting the hotel was obligated to refund it. What surprised me was the complete unwillingness to exercise any flexibility or discretion, despite the fact that I was cancelling months in advance and giving the hotel ample opportunity to resell the room during a busy season for Miami. I escalated the matter as far as the Director of Reservations, hoping that a luxury hotel charging premium rates might take a more customer-focused approach under the circumstances. The answer remained simply no. Policies are policies, but hospitality is also about how you treat customers when circumstances change. For a hotel at this price point, I expected a much higher level of customer service and discretion. This experience has certainly changed my impression of the property and will factor heavily into where I choose to stay in Miami in the future.

This hotel is beautiful and charming with an amazing history. Anytime I come to Miami to visit my daughter. This is the place I stay. The service is wonderful from the minute you walk in the door and the property is absolutely breathtaking. The pool area is also very large relaxing with great service. The rooms are lovely with very large windows, lots of light. The location is great and the neighborhood is lovely. Worth every penny in my book.

We’ve been coming to the Biltmore pool for a while now and Andy is easily the best server there. He’s always on top of everything without being overbearing, remembers what you like, and just has this genuinely kind smile that makes the whole experience better. You can tell he actually cares about taking care of people. Honestly, he’s a big reason we keep coming back.

I’ve stayed at this wonderful hotel many times over the years and it is always an exceptional experience that never disappoints. Impeccable rooms, helpful polite staff, all nestled in the beauty that is Coral Gables, FL. I cannot recommend this experience enough!

Once again another fabulous stay at the Amazing Biltmore Hotel!!! From the bellman to Doris in the spa and Luis at the pool, staff makes you feel spoiled. A true romantic getaway with great food, no reason to leave. Thank you.