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at the Riviera Hotel South Beach
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Jose front desk is great with all the guests
Feb 26th, 2021
We wanted to be closer to the beach and Jose switched us from the riviera to the caltalina which is closer distance to the beach which is rivieras sister hotel. He was not only great with us he enjoys helping everyone. Ty bro. If u need help he s your man. Beautiful hotel for you n cozy location. TRIPADVISOR.COM USER
MAN FOUND IN OUR ROOM
Feb 22nd, 2021
After a tiring day out, My fiancé and I came back to our room to find A DRUNK MAN PASSED OUT IN OUR BED 🤬 Management has not reached out and I paid full amount during our stay! WE ARE STILL SEEKING RESOLUTION! TRIPADVISOR.COM USER
Charged for cancelling reservation within flexible cancellation period
Feb 20th, 2021
My girlfriend and I needed to extend our stay in Miami Beach one night and change hotels due to our hotel being full. I booked directly via riviera hotel website on 2/16 (due to positive reviews and being ranked #8 on trip advisor), with a flexible cancellation rate, full refund if cancelled before 12 noon one day prior to check in, which would have been on 2/18. After walking by the hotel at night on 2/16, we decided not to stay due to the sketchiness of the area and lack of security to hotel main entrances. I cancelled the evening of 2/16, which was well within the flexible cancellation period for a full refund. I had a pending charge on my credit card as expected per booking, and I figured it would fall off after cancelling. The pending charge did not drop off and is now a direct charge on my credit card. This is all ok, and automated reservation systems are not perfect, but the worst part now is trying to contact the hotel. I have probably called the hotel 50 times and they have only picked up the phone one time! First woman I spoke at the front desk said I needed to speak with the reservation department, but that is not true because the reservation department said I needed to contact the hotel directly. I asked to speak with another gentleman at the front desk (seemed more competent) who found my cancelled reservation and said he would place me on hold and talk to the manager. I was on hold for 45 minutes and no one got back on the phone. I am now calling and calling again and still no answer! I worked in the hotel industry for 5 years and this is not even to be expected of a 1 star hotel. What hotel doesn't pick up their phone!? I have also emailed the manger listed on their website, but I do not even believe it is their current GM. This is a very laughable situation and will now be disputing the transaction with my credit card company. Against my own beliefs, If you had to book here I would book with a 3rd party, as this hotel does not honor their cancellation policy or pick up their phone! TRIPADVISOR.COM USER
They stole from me and won’t pick up phone
Feb 19th, 2021
This hotel stole my money and will not pick up any of my phone calls! They promised a 100$ refund for mini bar, nothing was touched or eaten, they told me they were refunding it in 7 business days which turned to 10 business days. I called it’s been three weeks and this morning they finally picked up just to Hang up right after. I emailed the manager twice and no response! TRIPADVISOR.COM USER
Bookers Beware - NOT a 4-star Hotel
Feb 16th, 2021
Bookers beware - this is NOT a 4 star hotel. Booked a room for Valentine’s/ my birthday wknd. Flew in from Colorado and arrived to hotel around 3pm. Lobby had a line, but I assumed it was because it was check in time. The check in process took 45 minutes. The manager, Gabriella, checked us into the main building. On the way to the room we noted the floors were very dirty, super sandy and littered like they only get cleaned 1x a day. When we opened the door to our room a wave of super intense smell of cleaning chemicals which gave us both an immediate headache. Had to open the windows and leave for an hour to air out the room. We both showered and napped before late dinner reservations, only to wake up to a nightmare mess in our bathroom. The toilet and floor was covered in water, like the ceiling had poured rain. Called the front desk but no one answered. Had to call 5 times in a 30min timespan for someone to answer. Only to be told there was no housekeeping on premise and they were currently out of towels so couldn’t do anything to help clean the mess up. We had to use the only 2 bath towels we had to clean the toilet and floor so we could use the bathroom. We stopped at the front desk on the way to dinner to be told they could have maintenance come up and take a look. I asked if housekeeping would be cleaning after maintenance left since there was a mess and I didn’t want someone touching the bathroom without it being cleaned again. I was informed that the hotel does not have housekeeping - how does a “4 star hotel” NOT have housekeeping in a PANDEMIC!? We then asked for fresh towels (which are promised in the check in documents, along with the mentioning of housekeepers), only to be told they are still out of towels. They said to check back when we got back from dinner, so we did. Only to be handed gross, scratchy pool towels and were told that is all they have. The next morning I tried calling the front desk to speak to a manager no one answered, so I went to the lobby. The lobby was FULL of people - many asking for towels, others asking for toilet paper (there was only the 1 roll on the dispenser, no extra), and others attempting to check in. Overheard the front desk tell many people that their room was not ready and that they could not hold their luggage in the meantime. Finally got to speak to Pita and told him about our bathroom nightmare. He was apologetic and made it seem unacceptable. He assured me he would have his manager call me that day to address the situation. I am now writing this from my house in Colorado and I have still not received a call. The bathroom flood occurred again on Sunday both times we showered and we ran out of towels again. They hotel still didn’t have towels, but they definitely charged us an extra $40 a day for “resort fees” despite not providing any towels let alone resort services. When it was time to check out on Monday, the lobby was once again full. At this point, I made a public service announcement that while waiting people should go out and buy their own toilet paper and towels for their stay. Most of the people in line started shaking their heads in agreement and this got others to start sharing their horror stories - bed mattresses caving in when they sat down, being charged for an extra night they didn’t stay when they cancelled in advance, etc. When I finally got to check out, the manager, Gabriella, happened to walk by. I remembered her from checking me in. I voiced this entire nightmare situation and she had the audacity to act like she had no clue what I, or any of the other 5 guests standing around me, were talking about regarding running out of towels and toilet paper. As the manager of a hotel, it is not only unacceptable to “not know” what is happening to your guests but it proves your negligence of caring about their stay. Gabriella had nothing to say except I’m sorry and nothing to offer but her lip service about the inexcusable state of this hotel. No house keeping in a pandemic, no clean towels for guests, no toilet paper, motel-quality accommodations that they charge $240/night for is a SCAM. This hotel is a guest’s worst NIGHTMARE, especially if you are flying in. This place is a 2-star hostel posing as a “4-star” hotel. I hope this saves others from wasting their money and vacation experience at this dump. TRIPADVISOR.COM USER
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