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January 2024 by Erika Boscarino
Honestly if I could leave negative stars I would. Let me start by highlighting the obvious!- Wrong charges on my card which the front desk stated they can’t see. I call Marriott they tell me they can’t help me and refuse to let me talk to corporate they said talk to front desk who said they can’t see the almost $800 in wrong charges… makes no sense. Marriott customer service laughed and offered no help as a matter of fact they were quite rude. I’ve been exceptionally nice as Ive been here for two months over the holidays for work and bought cookies for the front desk and tipped the employees that took care of us well. We started reading prior reviews after realizing coworkers were having the same problem and seeing upset customers at the front desk and realized we’re not alone! The erroneous wrong charges on your card that the front desk says they don’t see seems to be a ongoing trend here.. so it seems either employees are stealing, Marriott is stealing or turning a blind eye to this allowing them to steal from customers or they have a severe computer issue but at this point over $800 in erroneous charges with over 10 phone calls to Marriott support that doesn’t care is ridiculous! Front desk only says they can’t see the charges.. my card company tells me they charged the card and it’s all posted and there’s no resolution after over a month of this problem. I won’t come back ever you couldn’t pay me.Someone in corporate needs to look into how several customers have mysterious wrong charges, more than three times of something happening is not a coincidence it’s a trend. They have a major problem and I sincerely hope it’s their computers and not employees stealing from customers.- Asked 5 time for our room to be cleaned before 4pm never happened once like not one request of ours was fulfilled. To top it off there’s a piece of chewed gum from a prior customer on the counter top and we’ve asked 5 times for that to be cleaned and removed and no one has done it! Note.. I’ve been here for 19 days and the gum is still here for the past 19 days. I stayed a month prior to this stay with only a 3 day break in between and switched rooms obviously when I checked back in. There’s an extreme lack of customer service and care.-After all the billing issues I wanted my card taken off file and they refused lol even though I had paid my balance in full up front. After them charging incorrectly they still refused. They said they need permission but yet won’t ever put you in contact with the franchise owner because it seems everything is a scam!- Finally after all this and allThe money spent here when I wanted to buy a $4 protein bar they said I HAD to charge it to the room or have cash. They wouldn’t allow me to use my debit card which is ridiculous because I had been paying for my drinks at the pool that day separately on my debit card. It’s a complete mess. The only nice thing is the pool that’s it.
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December 2023 by Rubeena
This is a revisions to a review I wrote previously as Jessica Francos is claiming she’s reached out to me, which he has not. As my previous review stated, it’s comedic how she’ll send a generic reply to the negative review! Lo and behold, that’s exactly what she did. She has time to respond to reviews but lacks the courtesy to return calls or reply to my email. Preposterous!Original review!It is incredibly disappointing to see how Jessica Francos and the hotel staff have handled my concerns. It is almost comical how she will likely respond with a generic statement about guest satisfaction being her highest priority, when in reality, she and her staff have shown a complete lack of concern for my needs. It is disheartening that she can find the time to respond to negative reviews, but cannot be bothered to reply to my emails or return my calls. This raises serious questions about her commitment to providing excellent service.My decision to book this hotel for two weeks during my home renovations was meant to provide a peaceful environment for my daughter to nap while contractors worked. However, it quickly became apparent that the property is poorly managed. The condescending attitude of the front office staff (especially Melissa and Maureen) and the hours it takes for simple requests to be fulfilled by the housekeeping staff made it clear that a two-week stay would be nothing but a hassle. Additionally, the unauthorized charges on my card only add to the list of dissatisfaction. It is truly disappointing that a property claiming to be part of the Marriott brand falls so far short of Marriott's renowned standards.Disclaimer: guests beware that you will be judged and profiled if they believe you are less than capable of affording a stay or if they feel you will run off without payment. Mind boggling.
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December 2023 by Pascal Jette
Nice hotel. Clean. Bad water pressure. They forgot the hot in hot water. Checkout at 11 am is really early. Not usual. Our cruise was delayed for a few hours. I asked for a late check out at 12:30 - which is normally offered without problem given my status with Marriott Bonvoy - but I was told no before I even finished my request. No mobile check-in. You have to go to reception to get a plastic key like in 2000. Fine, but not wow... At least, not according to the standards I'm used to with Marriott.
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December 2023 by Rod OLeary
Absolutely a terrible experience. No organization in housekeeping. Told them everyday NO HOUSEKEEPING they kept coming to room. Some garbage left in closet from previous guest. Left room one night for 4-5 hours and came back and door was left open by housekeeping after repeatedly telling them no service. Deadbolt was left across door by housekeeping so it wouldn’t close, so anyone walking by would see door was open. Absolutely NOT ACCEPTABLE
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December 2023 by Jeff Miller
I would like to leave 6 stars for service.The team here at the Element are fantastic.Melissa made our visit extremely enjoyable. It is so nice to explore Miami and come back to the hotel with smiling faces.Breakfast offers fresh eggs cooked to order.The Bartender may be the best bartender I have ever experienced in a hotel bar.This is a beautiful property and I hope our family has the opportunity to come back.Safety: The rooms can be accessed only by using your room key.Walkability: In the heart of Brickell, everything is close by.Food & drinks: There are two bars. One by the pool and one in the lobby, AC.
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December 2023 by Brent Stoeltzing
I've stayed at hotels all around the world and many hotels in Miami i've never been treated so poorly then I was here the AC in my room was not working it was so hot that me and my friend were sweating and couldn't go to sleep cause of how hot the room was and when we tried to get then to fix the AC they said there was no technicians/maintenance to do anything about it and refused to move us to a different room.. by far the worst experience I've ever had in a hotel paid hundreds of dollars a night practically 2000 for three daysWouldn't recommend this hotel to my worst enemy have never been treated so horribly by a hotel... I will say the valet's were very nice though only good thing I have to say
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December 2023 by John Philip
Large, modern rooms with kitchenette. Well designed and comes with all you need.There was a laundromat in the building.Good property in a great location.
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October 2023 by Joy Wallace
Let me just say I do not understand the negative reviews at all! I was nervous to book this hotel because of them but everything exceeded expectations. Every single front desk agent was so kind and professional, answered all questions and were patient in explaining our bill to us. The room and facilities were immaculate although we did not spend time at the pool we enjoyed the bar and terrace. Ivica behind the bar was the best part of our stay, he made us the best espresso martinis we’ve ever had and his service is top tier. The location of the hotel was perfect, we were able to walk to most bars and restaurants or take a short Uber. We also enjoyed the rooftop bar Rosa sky although it’s a shame there are no perks for guests staying at the hotel, it is completely separate so don’t make our mistake you will need reservations in advance. Overall great value for the price I would definitely stay here again.
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September 2023 by Naomi Robinson
Me and my son had a fantastic time at your hotel. Melissa was beautiful and went above and beyond for me and my son who is disabled I will tell everybody about your hotel and I will be back real soon. Thank you Melissa for
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September 2023 by LukeLlama
We arrived at 4pm, two hours after check in, and they said that our room was not ready because the people in it had not checked out yet. While that’s not their fault it is still a bit crazy. After waiting an hour and 30 min, we finally got the room but upon entering it was found that the ac was not working at all and it still wasn’t fixed when we left even after three technicians worked on it. The bathroom floor was also the most dirty I have ever seen any hotel floor. It made your feet black if you walked in the bathroom. Overall the experience of this hotel is not worth the price. If the workers are flooded then the owners need to hire more workers or lower the amount of occupied rooms.
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September 2023 by Nathan Visser
Hotel amenities, staff, and location are great. Rooms can be noisy with the train running by constantly.
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September 2023 by Kay Burgess
First time stay there very nice . It location is close to Port of Miami where you can catch your cruse ship. They offer breakfast to the guests. The shopping center, restaurants and grocery store close by. It also easy to catch different transportation to get around. Also employee are very nice to you . Also want to say thank you to Melissa employee at the Element for staying on the phone direct to there location. If you every in Miami you have check hotel out. Also want thank thev person that recommended this hotel . It was a real treat to stay there.
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September 2023 by Fritz Pasterin
Melessa the check in manager was amazing. Happy and always moving. She was perfect and spoke with grace. The Hotel staff was perfect. The room was amazing and had the best view. I miss it already!Rooms: King size bed! Big Tv. Had a stove and pots with utensils. The room is perfect and was a great size!Walkability: Everything is near everything. So it’s all walking distance!
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September 2023 by Jesse Holzmer
I have been staying at the Element for a few weeks now and can say that the hospitality and amenities at this hotel are top tier. I travel for work and this hotel is by far the best hotel I've stayed at. Jessica does an excellent job with her team and truly cares for the guests.
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September 2023 by Julie Han
WARNING-- travelers to Miami, DO NOT stay at Marriott Element Miami Brickell! I stayed here for two nights the first weekend of May 2023 while I was in Miami for a work event. During my short stay, my new Louis Vuitton Neverfull MM bag ($2,030 + tax) was stolen from my room! I would have put it in the room safe, but it was too large to fit, so I left it on the desk in the room, still in its Louis Vuitton dustbag. When I returned to my room, it was gone!I called the hotel manager, who said they would investigate, but never got back to me! I thought this was very suspect, so I contacted Marriott Customer Care fifteen times on the following 5,5/31,6/7,6/13,6/20 (3 times), 6/30, 7/15/.7/25,7/30, 8/5, 8/20,8/26, and 9/6. I finally spoke with a manager who said he would investigate and file a claim for me. Finally, over 3 months after the theft, I was informed that the claim had been submitted and denied. In the email, the manager kept referring to my "lost" bag, but the bag was not "lost," it was STOLEN from my hotel room! Other than Marriott employees, no one else besides me had access to the room!My family and I have been loyal Marriott members and timeshare owners for decades, and I am HORRIFIED that I no longer feel *safe* visiting a Marriott property, as I now know that my belongings are clearly NOT SECURE in my locked hotel room! I can't believe that a multinational company like Marriott would not take responsibility for a theft from one of their locked hotel rooms, when no one other than myself and Marriott employees had access to the room.
