Horrible and misrepresented
Posted Mar 30, 2017
We arrived on a Sunday afternoon at the end of the Ultra EDM Miami Music Festival. The electronic music was already pumping in the pool area, which was closed for a major, sponsored pool party open to anyone who paid the ticket admission price. The lobby was full of people who had clearly already started partying at 12:45pm. We had to "escape" our hotel to find a place to hang out all afternoon/evening. The scene went on until about 10:30pm, and then the pool area had to be closed for guest use all the next day so they could completely sanitize the pool, the grass, the bathrooms, the deck, etc. The walls of the rooms were also paper thin, and we could hear the people coughing in the room/talking next to us all night.
When we complained that we were kept awake all night and then again early in the morning by the cleaning crew outside, our payback was the offer of a free beach umbrella rental (value=$19). The overstressed staff tried, but that was a pretty paltry attempt to make up for no sleep, no access to the pool area, and the nasty crowd of outsiders. For a Kimpton Hotel, they should have warned us in advance. Would never have gone. Just an awful experience.
Comment from Hotel Management
Apr 9, 2017 by Elro Roche- Guest Service Manager, Hotel Management
Thank you so much for sending your feedback, we always appreciate hearing on ways we can better improve. I am so sorry that we did not get a chance to communicate with you ahead of time of the wackiness of Winter Music Conference in Miami, and then the week long pool parties we were having at our property. Once we find out our parties are booked, we try to reach out to every guest since most probably aren't too interested in electronic music.. but somehow we must have missed you and I apologize for that. If you do make it back to SoBe please feel free to keep my contact information and reach out to me, I would love to have you here at the Surfcomber to really wow your next stay, or help set you up at one of our sister properties- the Kimpton Anglers & EPIC. Until then, safe travels