Terrible customer service
Posted Jan 27, 2017
I get that Parking in Miami is scarce, but when you have customers willing to pay $50 for the valet parking it should be worth your while to keep that spot available so that customers aren't having to circle the block FIVE times before they can drop off their car.
My husband and I were given a room with two separate beds, which isn't horrible but a bit awkward, even though we were asked on check in what floor we wanted so they clearly had rooms available. The floor was dirty, the desk sticky, and the music and noise from the bar rang loud and clear well into the early morning.
The real frustration was again with the valet. We had been assured that we could request our car at any time and that it would be available in 30 minutes. We told the receptionist at 9:40 am that we were going out for breakfast and would be needing he car at 10:40, giving them a full 60 minutes to get the car. 11:00 am we were still waiting for the car. I spoke with the general manager and she first tried to tell me we needed to allow 60 minutes for the car to come (which still made them late because by now it had been nearly 90 minutes), shrugged her shoulders, blamed the valet company, and did nothing. We waited over an hour and a half to get our car, when the lot it was kept in was three blocks away. We were offered no refund, no apologies.
There are so many other hotel options in the area, don't bother with the Whitelaw.
Comment from Hotel Management
Feb 2, 2017 by Eszter, Hotel Management
Oh no! Hello to you and thank you for sharing. It is such a bummer to hear you didn't have the very best time with us, as we strive for. We appreciate you letting us know of the aspects that were not perfectly 5 star as this helps us to better ourselves for you and our future guests. Warm regards,