Eden Roc Miami Beach

4525 Collins Avenue | Miami Beach, FL 33140-3226  [SEE MAP]Miami Beach, FL  [SEE ADDRESS]
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Courtesy of Eden Roc Miami Beach

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Guest Reviews

TripAdvisor Traveler Rating 1

Worst management everrrrrr

Aug 1st, 2020

Worst customer service and management ever. We were kicked out of the hotel because of a power trip security manager named Jon who started using profanity at us in front of our children and family because of a storm that was still very far away. Completely unprofessional with no ethics around children, he needs training on how to handle guest scenerios the guy has a temper of a 13 year old and racist attitude toward minorities. So I told him we would go to the lobby he said no “you can not disrupt the lobby either with your children”. MOD dan found kicking out a bunch of children during the “bad storm” was the best idea to do while trying to practice storm safety... ??? Who’s managing this circus. Security manager Jon and MOD dan need to be retrained and have a one on one sit down with HR and the GM on how to handle situations with guests appropriately in a professional manner while using common sense. We will never recommend anyone to stay in this place. The beach, pool and even common area were closed and they did nothing to be understanding kids need some space bigger than a room to move. They expected to trap guests in their room for a storm hundreds of miles away. Clownsssssss TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

I would not RECOMMEND!!!

Aug 1st, 2020

This hotel is the worst! When I filled the tub with water it looked cleaned but when I started the jets. MOLD! MOLD! MOLD! The shower and shower head has pink mildew EVERYWHERE. They changed our room three time and this was the best one. When the wind is blowing at night it makes a howling sound all through the night!! The A/C is stuck to 76 degrees (in my house I have it set to 70, so you know I was having a heat stroke). The espresso machine was nasty! Only one elevator work, So we waited 20 minutes! No one at the front dest answers there phone. I was on the phone for 1HOUR before I hung up (I needed towels). NO ONE CAME TO CLEAN OUR ROOM! The people at the front desk act like I’m the servant and they is “Masa” (except for one tall guy). This hotel is trash and they got some nerve holding $200/night on my card! 6night x $200 = $1200 HOLD! Not including your stay(Ridiculous!! I’m happy I make money). This place will NEVER GET MY MONEY! And it shouldn’t get yours! V/R A. Vanderpool Rm. 735, 700, and 1858 TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

Great experience

Jul 31st, 2020

My experience here was superb. Carlos Z worked with my now fiancé and made sure everything went smoothly during our engagement there. The service is excellent and the hotel is doing what is necessary to make sure their staff and customers stay safe during the pandemic. I will definently stay here again and I recommend it to others. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

What happened to Eden Roc??

Jul 29th, 2020

Let me start by saying I am in my late 30’s and have never written a review for anything. My family and I have been staying at the Eden Roc for many years and have always had lovely experiences. We arrived Friday July 24. I understand the restrictions due to covid, but covid is NOT an excuse for the many things that went wrong. We arrived early in the morning and were told our room would not be ready anytime soon, but there was a ready room in the Nobu tower if we would pay extra money. Fine. We did so and went to our room. It was filthy and my teenage son said “mom it feels as if someone has already stayed here and all they did was make the beds”. My daughter looks forward to a bath in the evenings and it was so disgusting she couldn’t even get in. Toiletries and towels were sparse. No housekeeping whatsoever. We had to take our own garbage out. When we ran out of towels/toiletries we called to get some and could not get anyone on the phone. I pressed every button. I even called from my cell phone. My husband had to go downstairs for a bag of towels. We were promised our room would be cleaned on the third day. When we came back to our room there were a pile of clean towels on top of some toilet paper and that was it. My husband was furious and when he finally got someone on the line the excuse they gave was that we had a “do not disturb sign” on our door. This was a blatant lie! Even if we did have a sign up (which we never did) why did they come in at all to leave toilet paper and a lump of towels? We were seriously considering leaving at that point but didn’t want to go through the hassle so we decided to “endure” the rest of our stay at a “five” star resort. Last but not least, we choose Eden Roc for its more peaceful atmosphere in comparison to many of the other hotels. I don’t know what was going on, but the first three days of our five day stay were a living nightmare. The crowd was obscene. Everywhere we went there were people using foul language in front of our children. We saw and smelled drugs EVERYWHERE including the hallways, balconies, elevators, the beach, and the pool. A hotel employee finally intervened when a person was twerking at the pool side to many vulgar screams and shouts. To make matters worse, my family and I were completely invisible and ignored by staff as they served these other people. During these evenings, there were people screaming from their balconies to other people at the hotel. It was so bad that one night my husband woke up and rushed to our balcony thinking that my son and I were being attacked! People were swimming in the pools at all hours of the night, yet they wouldn’t even give me a towel to go on the beach at 5:00 pm because “rules”. We didn’t feel safe at all and staff did absolutely nothing about it. After my family’s many fond memories of this hotel over the years, I regret to say we will never, ever return. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

PLEASE READ!

Jul 29th, 2020

In my long history of 5 star hotel stays, I personally never write reviews due to never experiencing customer service to this level. I have been staying at Eden Roc Nobu for over 2 years for only TWO reasons; The amazing view of course & the BEYOND amazing service of one young employee in specific, Mr. Vick Kilajan. I have watched him brighten peoples days while making the impossible happen, all while keeping a humble smile + positive attidude. Any business man/woman looking to fill a CEO or head of marketing position, I highly recommend taking 5 minutes out of your Eden Roc stay to say hello to him. He has shown me over many stays that there are still great people in this world, his humbleness (and the view) is what brings me back to Eden Roc & I hope the Eden Roc Nobu appreciates him with more than a pat on the back, I believe put in the right position he can change alot more in this world for the better, especially starting at the Eden Roc. 5+ stars. Derrick B., CEO 2020 Entertainment TRIPADVISOR.COM USER 

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