酒店回复: I'm sorry to hear about the inconvenience you faced regarding your billing at the Astor Hotel. This is certainly not the standard of service we aim for. Your experience has been shared with our management team, and we are actively investigating the double charge issue. We completely understand your frustration and assure you that we are working diligently to resolve this matter promptly. Your feedback is valuable to us, and we appreciate your patience as we address this situation.
We had a long standing reservation that was prepaid. Arrived late in the evening. Doors were locked and nobody in front lobby. Man from next hotel over tried to contact someone he knew that worked there to no avail. We were forced to go to a more expensive hotel across the street as all others were fully booked. Someone told us hotel had converted to an Airbnb and they had a keypad to get in. Nobody from hotel informed us of the numbers to enter. Such a bad start your holiday
1.0分
其他
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This property is managed Roami, a company based in New Orleans. Based on our recent experience with them, all potential guests should STRONGLY reconsider staying at ANY location under Roami's management. As is easily established by online research, they have a years-long history of poor maintenance, wretched customer service, and stony indifference to the safety and comfort of guests. Their properties are regularly found to be dirty, uncomfortable, lacking in essential supplies, and generally unsatisfactory. More importantly, they are utterly unmoved by the inconveniences suffered by their guests. If you chose to stay here, do not expect even a modicum of sympathy or consideration from these heartless, greedy hosts.
1.0分
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Arrived there after a cruise in the Bahamas. Pre-book this hotel through an Irish travel agent and when my wife and I arrived there in mid-day sun the place was just abandoned and not a stick of furniture inside. We were to go fly back to Ireland the next day. Just a note on the door. I can't really write any more about this as it is so upsetting.
1.0分
其他
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Having arrived at the hotel for check-in for our one week holidays in Miami Beach we were told the hotel is overbooked and therefore our room is not available. No communication in that respect before our arrival and where we booked the room around 3 months in advance (and where our booking was with free cancellation option until the date of arrival, which option could have been utilized if we would had known the problem). It is even more painful when it happens on 31 December in the evening thus spoiling our New Year mood and willingness to celebrate it. The receptionist Based on written instruction left by the hotel manager left to the receptionist we were told to go to another accommodation (of course, on our own) within Wyndham chain (at 1200 Ocean Drive) where we were given a room. However, that was a studio while our original booking was an apartment with a separate bedroom as we were three with our 18 year daughter who was promised by us to stay in a separate room and not with parents. We complained about that to the receptionist and we were told that the hotel manager is aware of such situation and the next morning they will try to find some suitable replacement once some guests check out. However, next morning they said that no suitable replacement is available but they are still searching. The same answer was for all next days until we departured. Upon departure I once again complained about the situation to the receptionist and asked if the manager is available to explain the situation and to find some solution in the given circumstances. Again, there was no manager available and there receptionist did not even want to discuss some refund as a compensation for the inconveniences caused (just a simple "sorry for the situation" from their side). Apparently there is a problem with the manager of this hotel (It is likely that there is one manager for all those Wyndham hotels in Miami Beach) and the overall management of bookings as well as the situations that happened to us. A quality of the studio which was offered to us and which did not meet our expectations is a different story which I am not going to elaborate any further on this feedback.
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酒店回复: Dear tomasrV6015AJ, I sincerely apologize for the numerous inconveniences you experienced during your recent stay at Astor Hotel. Your detailed feedback is both disheartening and concerning, and we regret that we fell short of meeting your expectations. I want to assure you that your experience does not align with the high standards we aim to uphold. The situation you encountered is truly regrettable, and I offer my deepest apologies for the disruption it caused to your New Year celebrations. It is clear that our communication and handling of the overbooking issue were inadequate, and for that, we are truly sorry. I want to address your concerns regarding the change in room type and the unavailability of a separate bedroom for your daughter. This was certainly not the experience we intended for you, and I understand the disappointment it caused. We take full responsibility for the lapse in communication and the inconvenience you faced. Additionally, we are reviewing our management procedures and communication protocols to prevent similar incidents in the future. Your satisfaction is our top priority, and we are committed to rectifying this situation to the best of our ability. Once again, I apologize for the profound disappointment you experienced, and I appreciate your willingness to share your feedback. We value your insights as they help us identify areas for improvement and enhance the overall guest experience. Thank you for your understanding, and I look forward to the opportunity to make amends. Best regards,
1.0分
情侣出游
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Firstly location is very good Staff very helpful Room spacious and clean This is where the positives end, the building is extremely run down, we couldn’t watch the tv in our room, when we approached staff they were very apologetic explaining there is no cable tv. No black out blinds or curtains it was hard enough to sleep in such a-noisy environment without being woken with the light coming in. A coffee machine in reception was available but told no coffee. There is no lounge area other than the reception area which is a thoroughfare for the 24hour party goers. An external area for lounging is cut off as apparently going through refurb. This is NOT the case it is in a rundown state through lack of investment and maintenance. The staff were very embarrassed when challenged on this. The elevator didn’t work although this didn’t affect us on the first floor it did others Don’t book this hotel expecting anything else but a hostel type accommodation at least then you won’t be disappointed.
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酒店回复: Dear Julies714mick, Thank you for taking the time to share your feedback about your recent stay at Astor Hotel, even though it appears to have been a challenging experience for you. We sincerely apologize for any inconveniences you encountered during your stay and appreciate your constructive criticism. We're pleased to hear that you found our location to be very good and our staff to be helpful. However, we deeply regret that other aspects of your stay fell short of your expectations. We apologize for the issues you experienced with the TV in your room. While we do not have cable TV, we usually provide alternative entertainment options, and it's unfortunate to hear that it was not available during your stay. Your comments will be used to evaluate and improve our in-room amenities. The lack of blackout blinds or curtains is duly noted, and we understand how important a good night's sleep is. We apologize for any inconvenience this may have caused and will consider your feedback as we work to enhance our room features. Regarding the lounge area and external space, we apologize for any confusion or disappointment. We are actively working on improving our facilities, and your comments will be used to assess our progress and make necessary adjustments. We understand that the elevator issue may have affected other guests, and we apologize for any inconvenience it may have caused. We appreciate your honesty in describing your experience, and we will use your feedback to continue our efforts to enhance the guest experience. We hope you'll consider giving us another opportunity to provide you with a more positive stay in the future.
1.0分
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Stayed here for what was suppose to be 4 nights had to cut it short because of their faulty fire alarm panel that would not stop going off every hour and for over 12 hours. Ended up leaving early because my children and I could not take the loud sound that would sound off every hour in our room..The photos on the trip advisor are absolutely not Accurate. Although they have a coffee machine in the lobby there was no coffee for couple of days even after I asked them. Upper management needs to invest in revamping this place and it wouldn’t hurt if they replaced coffee pods in lobby for guest. A little effort by them would go a long way. Alex the front desk manager was friendly and helpful but still didn’t make up for our fiasco which pretty much ruined 2 of our vacation days. Our kids were so tired from having to move hotels at 1am because since 10 pm we were being told that someone was going to come fix the fire alarm system. Had to fork out money for a room at 1am couple blocks down just for my family to be able to sleep a little while. We went back next morning to gather our belongings in the room and turns out the problem was still happening and they were still “waiting” in someone to fix the alarm. Total Nightmare It’s very surprising that “Wyndham” would allow there name on such a run down property.
5.0分
其他
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Great stay!! Terry at the front desk met all of me and my friends needs. He was very kind, friendly, and helpful. Definitely considering coming back and staying here again, very affordable, amazing location, and spacious room:) enjoyed my stay and you will too.
接待处人员很少，工作人员中等友好，游泳池蓬乱，酒吧是一个开放的建筑工地，可能已经很长时间没有施工了，房间还不错，干净，布置实用，地毯上有刺鼻的香水味，两张床中的一张床不稳定，倾斜着。大堂里的服务人员很友好，咖啡机一开始是空的，在要求提供胶囊后，它们就完全收起来了。 空调的声音很大，或者烟雾探测器在天花板上的电缆上挂了几天。电梯不工作
就客户服务而言，这是最糟糕的体验之一。虽然酒店不提供一流的设施，就像城市提供的大多数平庸的住宿一样，但服务质量很差。他们向我收取了两次住宿费。更重要的是，借记的第二笔费用被夸大了。距离这次活动已经过去一周多了，公司里没有人，绝对没有人回复我的任何联系人。这是一种耻辱。他们拿走了我的 500 美元。
服务不错，但照片上展示的一切在酒店里根本不存在。酒店似乎正在关闭或翻新。一切都非常糟糕。地理位置很好，但泳池无法使用，窗户破了，厕所坏了，电梯也坏了，房间十天都没打扫过。总之，体验很糟糕，但因为我身处迈阿密——一个一切都很正常的城市——所以也算值得。
We had a long standing reservation that was prepaid. Arrived late in the evening. Doors were locked and nobody in front lobby. Man from next hotel over tried to contact someone he knew that worked there to no avail. We were forced to go to a more expensive hotel across the street as all others were fully booked. Someone told us hotel had converted to an Airbnb and they had a keypad to get in. Nobody from hotel informed us of the numbers to enter. Such a bad start your holiday
This property is managed Roami, a company based in New Orleans. Based on our recent experience with them, all potential guests should STRONGLY reconsider staying at ANY location under Roami's management. As is easily established by online research, they have a years-long history of poor maintenance, wretched customer service, and stony indifference to the safety and comfort of guests. Their properties are regularly found to be dirty, uncomfortable, lacking in essential supplies, and generally unsatisfactory. More importantly, they are utterly unmoved by the inconveniences suffered by their guests. If you chose to stay here, do not expect even a modicum of sympathy or consideration from these heartless, greedy hosts.
Arrived there after a cruise in the Bahamas. Pre-book this hotel through an Irish travel agent and when my wife and I arrived there in mid-day sun the place was just abandoned and not a stick of furniture inside. We were to go fly back to Ireland the next day. Just a note on the door. I can't really write any more about this as it is so upsetting.
Having arrived at the hotel for check-in for our one week holidays in Miami Beach we were told the hotel is overbooked and therefore our room is not available. No communication in that respect before our arrival and where we booked the room around 3 months in advance (and where our booking was with free cancellation option until the date of arrival, which option could have been utilized if we would had known the problem). It is even more painful when it happens on 31 December in the evening thus spoiling our New Year mood and willingness to celebrate it. The receptionist Based on written instruction left by the hotel manager left to the receptionist we were told to go to another accommodation (of course, on our own) within Wyndham chain (at 1200 Ocean Drive) where we were given a room. However, that was a studio while our original booking was an apartment with a separate bedroom as we were three with our 18 year daughter who was promised by us to stay in a separate room and not with parents. We complained about that to the receptionist and we were told that the hotel manager is aware of such situation and the next morning they will try to find some suitable replacement once some guests check out. However, next morning they said that no suitable replacement is available but they are still searching. The same answer was for all next days until we departured. Upon departure I once again complained about the situation to the receptionist and asked if the manager is available to explain the situation and to find some solution in the given circumstances. Again, there was no manager available and there receptionist did not even want to discuss some refund as a compensation for the inconveniences caused (just a simple "sorry for the situation" from their side). Apparently there is a problem with the manager of this hotel (It is likely that there is one manager for all those Wyndham hotels in Miami Beach) and the overall management of bookings as well as the situations that happened to us. A quality of the studio which was offered to us and which did not meet our expectations is a different story which I am not going to elaborate any further on this feedback.
Firstly location is very good Staff very helpful Room spacious and clean This is where the positives end, the building is extremely run down, we couldn’t watch the tv in our room, when we approached staff they were very apologetic explaining there is no cable tv. No black out blinds or curtains it was hard enough to sleep in such a-noisy environment without being woken with the light coming in. A coffee machine in reception was available but told no coffee. There is no lounge area other than the reception area which is a thoroughfare for the 24hour party goers. An external area for lounging is cut off as apparently going through refurb. This is NOT the case it is in a rundown state through lack of investment and maintenance. The staff were very embarrassed when challenged on this. The elevator didn’t work although this didn’t affect us on the first floor it did others Don’t book this hotel expecting anything else but a hostel type accommodation at least then you won’t be disappointed.
Stayed here for what was suppose to be 4 nights had to cut it short because of their faulty fire alarm panel that would not stop going off every hour and for over 12 hours. Ended up leaving early because my children and I could not take the loud sound that would sound off every hour in our room..The photos on the trip advisor are absolutely not Accurate. Although they have a coffee machine in the lobby there was no coffee for couple of days even after I asked them. Upper management needs to invest in revamping this place and it wouldn’t hurt if they replaced coffee pods in lobby for guest. A little effort by them would go a long way. Alex the front desk manager was friendly and helpful but still didn’t make up for our fiasco which pretty much ruined 2 of our vacation days. Our kids were so tired from having to move hotels at 1am because since 10 pm we were being told that someone was going to come fix the fire alarm system. Had to fork out money for a room at 1am couple blocks down just for my family to be able to sleep a little while. We went back next morning to gather our belongings in the room and turns out the problem was still happening and they were still “waiting” in someone to fix the alarm. Total Nightmare It’s very surprising that “Wyndham” would allow there name on such a run down property.
Great stay!! Terry at the front desk met all of me and my friends needs. He was very kind, friendly, and helpful. Definitely considering coming back and staying here again, very affordable, amazing location, and spacious room:) enjoyed my stay and you will too.