MANDARIN ORIENTAL

Bro… the hotel was fine but tell me why this black gentleman came into my room at 4 AM! And touched my toes, he yelled hog rider while doing it, i managed to take this picture of him please help me find and destroy this man!!!!

Really do not understand the ratings, this place is so outdated and boring. Needs a complete overhaul. I stayed on the 19th floor and the balcony and chairs were covered in bird poop. The bed was the least comfortable bed I’ve ever had in my life. Absolute snoozefest with zero vibe or luxury. I ordered a steak for room service and it came late and cost $101 for 7 ounces including all the fees. Stay literally anywhere else.

My family and I stayed at the hotel over spring break. At checkin we had to wait approximately 30 minutes for our room to be “inspected” after it was cleaned. We were already pretty exhausted and starving but ok no big deal. We finally get key cards and get up to our room. The room was not sufficiently cleaned although it had just been “inspected”. There was hair from the previous guest all over the floor, bathroom floors visibly dirty, toilet dirty, stains on carpet, cigarette butts on the balcony. I cleaned up what I could with Clorox wipes and had to order dinner for my family as it was already 9pm. The next day I contacted hotel staff to let them know we would be leaving out for a bit and if someone would come up and clean the toilet (as I noticed the next day the entire inside of the toilet under the rim was disgusting) and service the room. They replied back right away they would send someone up to take care of it.

After we returned I noticed the toilet was not cleaned, cigarette butt still on the patio and the beds were made but all our chargers were unplugged and re-plugged into different outlets and one of the chargers was missing entirely. Called down to the front desk and they checked with the cleaning staff and they were unable to locate it in the old linens and it was nowhere to be found in the room. Also informed the toilet was still dirty (provided pictures) - completely the same as it was before we left. I had purchased a disposable cleaning toilet brush and just cleaned it myself because I could not sanitarily use the toilet in the current state nor allow my family to.

Front desk profusely apologized and said someone from management would contact me in the morning as it was too late for anything to be done as it was already 9 or 10 at night.

The following morning no one from management contacted us and eventually I had to talk to someone else at the front desk relating to another issue and informed I had not been contacted back about the cleaning issue or missing charger. This person (I believe his name is Jake) apologized again and said he was unaware of any of these issues and sent up the associate director of housekeeping.

At that point I had already undertaken the task of cleaning the areas in the room myself as it was the third day we were at the hotel. The AD of housekeeping again apologized and brought up a new charger within 20 or so minutes. I appreciate the charger replacement but nothing was done at that time regarding the terribly insufficient cleaning of the room. Quite ridiculous to be on a relaxing vacation at a 5-star hotel and have to clean the floors and toilet myself. She said she would talk to whoever was front management that day and they would contact us.

We never heard from anyone and at that point I had issues everyday and didn’t want to devote anymore of my time and attention ON VACATION to these issues. We checked out without anyone discussing any of the issues we had been reporting. The experience we had at the Mandarin in March 2024 was a drastic decline from our previous experience and I am reluctant to stay at the hotel again given the many hotel options in Miami.

I left my car at the Valet. They returned my keys without my key chain. First they tried to blame it on me. Then they magically found the broken key chain, but refused to refund me or buy a new one. This reflects really badly on the restaurant and does not live up to their standards!

This is our first time staying here. Angel, the hotel manager, showed us world-class hospitality! He is absolutely amazing! The entire staff was warm and friendly. After a long day of traveling, we were grateful to be so well taken care of by this wonderful hotel. The views are incredible and the island is beautiful. We look forward to coming back!