Carillon Miami Wellness Resort

“fair - front desk woman Chris J was unprofessional and rude”

I booked online for a nice relaxing weekend with my best friend. A vacation away from kids and my life. Online the room was listed on their website as a one bedroom suite with kitchen. There was nothing at all regarding views - didn't mention city or beach. Apparently I am supposed to know that if … more

I booked online for a nice relaxing weekend with my best friend. A vacation away from kids and my life. Online the room was listed on their website as a one bedroom suite with kitchen. There was nothing at all regarding views - didn't mention city or beach. Apparently I am supposed to know that if you don't see the word ocean view and nothing is listed in the description then I automatically get a city view. This translates to construction noises during the week and loud cars on weekend in the early am . When I got there, I asked Chris J if I could please switch to a better room - ocean view with balcony, I was willing to pay for it and was very disappointed to find out that they were sold out. She said there is nothing she could do and then that was it. . I explained to her that it was very misleading on the website regarding the views. She didn't care... it was sold out. The next morning (Saturday) I was woken up to car alarms and honking - very loud at 730 am. I called down and spoke to Chris J at the front desk again. I can't believe she is hired to help people and be the "front" of the hotel. She was rude, talked over me , and even had the gall to say "there is no construction on the weekends" implying that i was lying. I asked her if she wanted me to record a video of the noise since she didn't believe me. She was not professional at all so I asked her if maybe she could throw me a free coffee or make it up to me in some other way. (said with a smile) Getting away for five days is a luxury and to have to wake up to loud noises was frustrating and disappointing. She replied that the hotel is not connected to the dining - its a separate entity. That was her response. I asked if there was anything else she could do then. She said she could refund me two days only of the resort fee ($50 a day ) . I said thank you. When I got my bill she had added the two resort fee to my bill instead of subtracting it so I had to speak to a billing expert to get that changed. Honestly she needs to be trained on customer service. Spa was really great and fitness class and gym were also great. The people that worked in the spa were kind and professional.

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“Great property, but lots of staffing wrinkles to iron out”

There’s a lot to love about the Carillon. The property is spectacular—wide private swathe of beach, a huge pool, lush grounds, beautiful, quiet rooms, great spa and spa techs as well as truly lovely beach staff. However, there are also some wrinkles with the soft product. Some of the front desk st… more

There’s a lot to love about the Carillon. The property is spectacular—wide private swathe of beach, a huge pool, lush grounds, beautiful, quiet rooms, great spa and spa techs as well as truly lovely beach staff. However, there are also some wrinkles with the soft product. Some of the front desk staff are great, but some are fairly sloppy. There is no doorman, bellhop, or concierge. The woman at the restaurant host stand is downright unpleasant. That attitude does not belong at a hotel claiming to be a five star. Also, the spa messed up one of my reservations which caused me to forgo a promo that I had booked. Finally, the Strand restaurant is not good. I was going to avoid it anyway after the unpleasant host, but the food quality is so mediocre that it simply wasn’t worth it.

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“Gave it a second try.”

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 t… more

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.

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