Good hotel - shuttle service is a farce
Posted Jan 9, 2017
After waiting 45 minutes for the shuttle to pick us up at the Miami airport, I tried calling the hotel to find out where the shuttle was. Each time I called, the phone rang and rang without anyone picking up. I then called the hotel's reservation line and was put on hold twice; finally, the agent assured me that the shuttle would be there to pick us up in 15 min. and confirmed our door number. After 35 min. more, I called again. The hotel assured me that the shuttle was en route. Finally after an hour and a half of waiting, the shuttle showed up, but of course he was full! When we questioned him about calling another shuttle for the rest of us who were waiting, he was extremely rude, and took off. We ended up taking a cab for $40. Thankfully, Jose, at the front desk covered the cost of our cab; however, the time that it took us to get to the hotel was extremely inconvenient, especially due to the fact that we had to catch an early plane out the next morning.
The hotel has one shuttle van that runs every hour. This is not acceptable for a hotel their size and for such a busy location as the Miami airport. We will not stay at this location again.
Comment from Hotel Management
Jan 11, 2017 by Manager , Hotel Management
Thank you for choosing our hotel. I was disappointed to read about the many issues you encountered during your stay with us. I am sorry that we let you down as we normally do a much better job in providing excellent guest service. I am working with my management team to address your concerns so that we can make improvements to our shuttle service. We would like to make it up to you on your next stay if you will allow us the opportunity!