Mandarin Oriental, Miami

The hotel is not “up to date”, the service is good but not excellence, the room was not new , and no bathrooms amenities, the tv is not smart. Reception staff were not experienced, the location and valet service are good. Breakfast is good and good variety.

We just completed our first ever Meridien Oriental stay and we chose the Miami property. It was underwhelming. We were allocated a room with a thin sliver of a balcony and had to ask to be re-roomed to get balcony furniture. The desk clerk insisted he was searching only in the class of room we had paid for despite being Fans of MO. No mention of an upgrade to solve the problem. Our membership of Fans was never acknowledged. The rooms are old and tired and dirty. Looking for something under the bed I found an only extension cord fuzzy with dust (photo). There was dust around the rim of one of the lampshades. I took a white flannel and wet it and swabbed one corner of the toilet floor and it came up filthy (photo). We had two significant service failures, one in the lobby bar and one in the pool bar. In the lobby bar my wife and I had dinner and when we finished and she went to bed I stayed for a dessert. The bar in front of me was never fully cleared and the staff gathered at the other end of the bar chatting were hard to engage (photos). In the pool bar one afternoon when it was not full the barman was unable to cope and after 20 minutes we hadn’t received fully finished drinks or able to make a food service order and had to leave and go elsewhere. This is not to take away from the many fine staff who helped us and the excellent food. However, if this is representative of MO worldwide, we will not be your guests again. We often stay in high end hotels and this property is not high end. The Ritz Carlton Key Biscayne offers a much better experience.

All staff were outstanding and professional. I was shocked that there was no coffee machine in the room although they do provide coffee in the morning but I would have to leave the room for it which kind of in convenient. I hoped to get the extra bed for my child free of charge but didn’t unfortunately.

Wonderful stay at the Mandarin Oriental. The room was spacious and beautifully designed. Location was very convenient (10 minute walk to Equinox Brickell) and it was nice to feel that the space was private on a mini island. What made me remember to write a review over a year later (actual stay was May 2023) was the excellent service that Alvaro provided with my room service order. I was unable to thank him properly as I was busy on a work call, but I was so impressed by the way he opened the plate cover to present my very simple salad order with a flourish and laid out the condiments with utmost care. It is rare to experience exceptional hospitality service like this and I wish I hadn't made him feel rushed due to my meeting. When I called guest services I was recommended to write a review, so I hope I am not too late in showing my appreciation for him here.

Wonderful hotel. They got every detail right. Wonderful location and amenities. Will stay here again. Spectacular views! Room service was fantastic down to how they presented. Food was reasonable and delicious. Every staff member was friendly, professional, and as accommodating as they could be. This hotel is a gem that I will return to again and again.