6/10 Good
7 February 2025
Beautiful & hip hotel but overall unfriendly staff
For a 5 star hotel, the W South Beach is not living up to the hype. I am a professional who travels often for work and meetings. I am a bit of a Karen but if I am paying top dollar the service should be stellar.
When I checked in, I received a small intro to the hotel by the male at front desk. He looked tired. I get it, it’s 12 midnight. But you have to try to make an impact on a guest to leave a lasting impression, no matter what time.
Room service is done well here. Lots of healthy options. Staff in this department are incredibly accommodating and professional. However, the tipping system is confusing how it is phrased on app and website therefore I ended up tipping double.
The beach and pool services are confusing unless someone at hotel explains them to you which I never had received. I am a kind and attractive woman but received nasty looks from staff at the pool and no hello or how can I help you. At the beach, chairs were strewn all over and I didn’t see anyone to help accommodate me to lay on a chair or find a clean towel.
The spa is very clean and comfortable. The W excels at this amenity of the property. The staff are excellent at their crafts. No snootiness was noted and they went above and beyond to get me scheduled for multiple appointments. The manager and floor crew were especially memorable.
Overall I would return to the W for the spa. However, for what I paid for a suite and the indifference of the front desk staff, I would seek lodging elsewhere.
Verified traveller
3-night business trip
Verified Hotels.com guest review
