Aqua Hotel & Suites

Excelente ubicación

La cama no estaba muy cómoda

The location was good.

My friend and I stayed at the property from 13–15th March, and unfortunately our experience was extremely disappointing from the moment we arrived. After a 17 hour journey, we were confused about how to access the property as there was no 24/7 reception available ( which was mentioned on booking.com that this was available) This was not clearly communicated prior to arrival. In addition, there are stairs required to access the accommodation, which was also not mentioned in the booking information as you can imagine for two small girls that lugging their suitcases up thr stairs is extremely difficult. When we entered the room, it looked very different from the photos advertised online. Several items in the room were damaged or not functioning properly, including broken blinds, a damaged table, and electrical outlets that did not work. We also noticed that the furniture did not match what was shown in the listing, there were only two seats in a very large space where the photos showed a sofa. The kitchen facilities were also in poor condition. At check out, the listing indicated that luggage storage was available. However, we were informed that luggage storage was not actually provided. After requesting assistance, the staff reluctantly agreed to place our bags to the side for a maximum of three hours. As a result, we ended up sitting in the lobby for two hours, which significantly impacted the limited time we had left on our holiday. It should also be noted, that while we were waiting, guests who were in lobby were able to store their luggage prior to check in with no complaints from the receptionist. Overall, the accommodation did not meet the expectations set by the listing, and we feel that it did not represent the standard we paid for.

La atención del personal es excepcional, es muy sencillo hacer check in online para acceder a la habitación, son muy humanos. La habitación grande confortable muy cómoda limpia, además esta muy bien ubicado (cerca a la playa, cerca a zona de restaurantes, cerca a tomar transporte publico)

No había desayuno!!!

El chek inn no puede ser a las 04 pm, la mayoría de los pasajeros llegan por la mañana y el chek out no puede ser a las 11am

Ursuha is the best. Very friendly and supportive. I highly recommend her.

L'hotel est idéalement situé dans collins avenue à 5 minutes d'Ocean Drive et d'espanola Way (rue piétonne - restaurants de spécialités latino). Accueil chaleureux de la part d'Ursula qui nous a permis de profiter de la ville.

Absence de verres dans la salle de bains.

I don’t usually leave bad reviews, but this was a very bad experience. Firstly, the room standard was quite low. It looked very different from the pictures. But we decided not to bring this up to the hotel staff as pictures are not always representable. The real problem, however, was the security. Someone locked themselves into our room at 4 in the morning, using a room card! We were terrified, jumped out of our beds and chased them out of our room. When we told the reception desk about this the next morning, explaining that we obviously slept very little that night, they were surprised and said they would investigate what had happened. We suggested that they could check their security cameras, but unfortunately they told us the cameras did not always work. We considered checking out and finding another hotel. But the hotel offered to refund one night, and we had only one more night of our stay, so we decided to accept this compensation and put a chair in front of our hotel door at night. After checking out the next day, we had not yet received the refund. So we emailed the hotel, but they did not reply. Thankfully, my mother in law was still in Miami and went by the hotel to contact the reception desk directly. They then replied to my mail that we would only get refunded the resort fee and not for the actual night. The most frustrating part is despite this was clearly a mistake made by the hotel, and we did not feel safe through our stay, the hotel did not take responsibility and avoid communicating with us.