Eden Roc Miami Beach Resort

This is my first ever hotel review and I have stayed at the Eden Roc numerous times. For some reason the service at the hotel has gone to the gutter. I am normally very easygoing and low maintenance, however the hotel seems to just not care about its guests anymore. There is over a 30min wait to call the front desk for anything, they don't clean your room, there is no service for towels or food at the pool, the front desk people are extremely impolite, there is no refrigerator in the room, and no access to mini bar. When we approached the front desk with questions or concerns they didn't offer any solutions, just "sorry nothing we can do." I have heard this can be attributed to the Nobu Hotel and Eden Roc sharing staff/amenities so they are understaffed and overexerted. If we were here for longer than 3 nights we would have left, but we have 2 nights left so just going to stick it out. It is sad to see since the rooms and amenities are so nice and oceanview is gorgeous, but management needs to apply resources to this property. If you expect 5* resort service, you will be disappointed.

Other than a nice view, this is a sub-par property in Miami beach. Service poor. Food at the "Farm to Table" place is average at best. You have to pay for beach umbrella, and pay for an extra chair at the beach. Responsiveness of front desk was terrible, would ring and then go on hold. 2 Towels in our room, impossible to get more. No hand towels or wash clothes in the room. Just me, but when I like to get away , its for relaxation and enjoyment, not hassle. This hotel was pure hassle.

I am writing this review as a warning to try and sway people from staying at this awful hotel. The experience that my family and myself had at this hotel was outright awful. Within the first few days of our stay it was very apparent that the hotel could not keep up with the capacity. They were extremely short staffed. We were immediately told that our rooms would not be cleaned and that we were responsible for the upkeep of the room including the taking out of the garbage. This included not getting fresh towels for showers as well. The carpets and bed sheets in the hotel are all stained and the elevators are a death trap. The inspection certificate on display expired in 2019. There is a huge shortage of everything in the hotel. On the first day we visited Malibu farms hungry and anxious to get breakfast at the restaurant that everyone was raving about. We were waiting for hours to find out that the restaurant had run out of COFFEE and orange juice. After more than an hour when our avocado toast arrived it was with brown and sour avocado. One December 30th I went out into the hallway for a minute to make a phone call. Realizing that I did not have a pen on me I went into the room for a minute to grab one and left my bag (with the door of the room open) I returned to find that my purse was missing. I knocked on the room next door to ask the housekeeping if she had taken it. She said that she saw it but also saw a woman walk by it. I ran downstairs (after 15 minutes of waiting in line to speak to someone) to ask if they could look at video surveilence of the 9th floor. It was after a few minutes that I was receiving many FRAUD phone calls and text messages saying that they thieves had my credit and debit cards and were already at the Bal Harbour shops deducting over $10,000 in charges from my cards. They were visiting the hotel with a rented lamborghini with another stolen card. There was no help from the hotel to help me file a police report. In fact, they made matters worse by giving me a grossly inaccurate representation of who they saw on the camera. The woman who stole all of my belongings was able to walk right past me in the lobby with my purse over her shoulder. She was STAYING IN THE ROOM NEXT DOOR WITH A FAKE ID AND STOLEN CREDIT CARD. There was no safety and security measure in check to make sure that professional thieves and fraudsters were not staying within arms length of my family, and no help in the aftermath of this traumatic event. I am happy to attach a copy of my police report with the Miami Beach Police Department to this review. Our entire trip was ruined as I spent the next several days on the phone with the police and various fraud departments, and the hotel could care less about the repercussions of this.

I stayed here for 5 nights/6 days. I am only giving 3 stars because of David the manager and Carlos Zorrilla. They were great and tried to fix any problems. My room never got cleaned except the ONE time I saw housekeeping outside and tipped her to clean my room. I never had towels, but Carlos brought me towels every single day and that was not his job. My comforter had red splatters of food on it. Front desk NEVER answers. The restaurant staff is rude and you get absolutely NO food/beverage service at the pool and beach. I had to order Uber eats everyday as delivery to get food while I was soaking up the sun. The only reason I would maybeee come back, is only because of David and especially Carlos.

I was so impressed by the cleanliness and service here! I went on a solo getaway for some much needed rest and this place was quite the Oasis for me! The general manager was very welcoming! I can't wait to go.back!