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Reviewed 28 February 2021

We have stayed here several times before and came back this year expecting it to be as good as before. Unfortunately, it was not. When one is paying $500/night or more and are a Platinum Bonvoy member, one expects high-level customer service. Check-in was slow, our room keys didn't work the first time so I had to go all the way back to front desk to get them reprogrammed, then once in the room found it to be 82 degrees with AC not working. Room also did not get cleaned one day and when I asked the next day, I was told that they were busy and had 100 people checking out - Shouldn't a hotel with several hundred rooms expect this and be prepared??!! Additionally, pool service was horrible. There was only one attendant trying to serve everybody and there were never enough towels or chairs. Overall, it appeared understaffed and lots of excuses.
It's safe to say that we will never return to this property, as there are many other choices.

Date of stay: February 2021
    • Rooms
    • Cleanliness
    • Service
1  Thank ebtktm7
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roving64928404748, General Manager at Royal Palm South Beach Miami A Tribute Portfolio Resort, responded to this reviewResponded 2 March 2021

Thank you for taking the time to submit this feedback, ebtktm7.

We are always working very hard to provide the best experiences for all of our guests. It's unfortunate to see that we could have done more for you during your stay. We will share your concerns with our team moving forward.

We hope you will give us another opportunity to provide a better experience for you in the future. We look forward to that chance.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 27 February 2021

I want to let you know that our customer experience as a Bonvoi gold member at this particular hotel was horrible throughout. Below are some key facts.

1. We reserved a King Room with a view. Upon arrival, however, a totally run down room with whitened windows and now view was offered. We arrived around 9 p.m. It took several hours until we were offered an acceptable room.

2. Thoughout our stay, no beach towels were available although a daily resort fee that included beach towels was charged.

3. The first room cleaning was deficient. The toilet was not cleaned and the trash was not removed.

4. The second room cleaning did not accor at all although we requested it and it was promised several times. As an attempted cheap excuse, I was also lied to: Among other channels, I had requested the room cleaning via the app. I was told the hotel dis not use the app -- although the day before, I had sent room cleaning request throuh the app and the hotel responded through the app.

5. The housekeeling manager personally promised to send housekeeping, which still did not occur.

Date of stay: February 2021
Trip type: Travelled as a couple
1  Thank Y9458UZalexanders
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roving64928404748, General Manager at Royal Palm South Beach Miami A Tribute Portfolio Resort, responded to this reviewResponded 2 March 2021

We appreciate the feedback, Y9458UZalexanders.

It's unfortunate your time with us was less than ideal. We care about the satisfaction and happiness of our guests. We regret that your room wasn't refreshed properly. It's important to us that we offer our guests a quality experience so we'll address your concerns with the appropriate members of our team moving forward.

We hope you give us another opportunity to share a more positive experience with you soon.

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Reviewed 25 February 2021

I flew out to Miami for the first time this past weekend and truly enjoyed my experience at the Royal Palm. As a young woman travelling alone, the location was amazing in terms of food and beach. However, the best part of my stay by far was the pool bar staff. Keith, Elvis and Mike were some of the best bartenders I've had - very attentive and personable. I am looking to book another trip here with friends purely because of the wonderful service they provided!

Date of stay: February 2021
    • Location
    • Sleep Quality
    • Service
1  Thank amandasmith319
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roving64928404748, General Manager at Royal Palm South Beach Miami A Tribute Portfolio Resort, responded to this reviewResponded 28 February 2021

Thanks for sharing the excellent review with us, Amanda!

We're so glad that you had an exceptional experience at Royal Palm South Beach Miamifrom beginning to end. It's wonderful to know that our staff treated you so well and made you feel welcome throughout the entirety of your time with us. We look forward to welcoming you back again soon!

Have a lovely day!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 February 2021

Really great hotel that is right on the beach and also has great pools. A good location for sight seeing and love that they give you access to bikes. They also have free yoga classes and lots of activities available to the guests. But most importantly to me is the customer service is truly unmatched! They have really gone above and beyond to help me have a great stay. Everything you need for a relaxing vacation.

Date of stay: February 2021
Trip type: Travelled as a couple
1  Thank maryaK8556DR
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roving64928404748, General Manager at Royal Palm South Beach Miami A Tribute Portfolio Resort, responded to this reviewResponded 25 February 2021

Thank you for the wonderful review, Mary!

It's very pleasing to hear our staff took great care of you. We appreciate your compliments regarding our hardworking team. We pride ourselves on providing excellent service to our guests and we strive to go above and beyond expectations. We look forward to hosting you again in the future!

Thank you again for sharing your review and for staying at our prime location by the beach. Have a wonderful day!

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Reviewed 23 February 2021

Pros: location, price, having 2 pools, hot tub and room was spacious.

Cons: first day we were told 45 mins later at the pool restaurant that they ran out of wraps, they also ran out of napkins. We didn't have room towels for 2 days. After calling 4 times, we were told their delivery service was late with the towels. Didn't replace coffee or coffee cups all stay. Room is spacious, but in serious need of repair and upkeep.

Date of stay: February 2021
Trip type: Travelled as a couple
1  Thank Kristie613
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Roving64928404748, General Manager at Royal Palm South Beach Miami A Tribute Portfolio Resort, responded to this reviewResponded 24 February 2021

We appreciate the feedback, Kristie.

We're disappointed your time with us was less than ideal. We care deeply about the satisfaction of our guests so we regret that our features, services, and amenities didn't meet your expectations. Thank you again for your feedback. We'll be sure to address your concerns with our team moving forward.

We do hope you give us another opportunity to share a more positive experience with you soon.

Report response as inappropriate
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