Spa Experience is Incredible - Hotel is Okay - Carillon Miami Wellness Resort - Trade Reservierungs
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😒 3/5 - Spa Experience is Incredible - Hotel is Okay
By 👻 @pluierouge, 03/06/2023 3:00 am
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Our experience started off delightful and went downhill from there unfortunately. Check in was quick and the staff was friendly and helpful. Overall impression of the hotel was slightly surprising because the lobby is a little lackluster and dated, but there are nice amenities like a cute cafe, the spa of course, pools and beach front areas. It is also nice to have an adults only pool available by the spa if you'd like some quiet time. We were pleased with our room but quickly realized the bedroom circuit board was glitchy and none of the outlets or lights in the bedroom worked. The toilet in the bathroom was also not working and the door didn't close. We contacted the front desk who said they would fix everything so went out to lunch and for a long walk and came back... and things were still not working. We contacted the front desk again who didn't seem to understand the issue and said it had already been fixed (which it was not). We flagged again that we had dinner very soon and we'd prefer to just move rooms. We were promised that someone would come up and address the issue. Maintenance came up and reset the circuit breaker and then left. Then we realized every time we plugged anything all of the outlets in the bedroom would go out and it still seemed like the front desk didn't understand the extent of the issue (or how DANGEROUS IT IS!?). Talking sparks flying when you plug in the iron and all the lights going out. They said they would send someone up to move us and after waiting an hour we just went down to the front desk and grabbed keys for the new rooms ourselves. They continually acted like we were a nuisance and asking for something unreasonable when we made it clear we didn't care where our new room was or what it was or if it was facing an alley - we just wanted to be able to plug things in without the lights going out. It was all incredibly incredibly frustrating. The restaurant experience inside the hotel was also so disappointing. I was really excited to have food at a restaurant that is all part of a wellness and spa experience, but it was SO lackluster. Totally overpriced for absolutely mediocre food and it felt like nothing was seasoned. I was dousing everything in salt and pepper and hot sauce. My breakfast was possibly the saddest breakfast I've eaten of all the breakfasts I'd had - and I will say this was absolutely our mistake for not reading the reviews and feedback about the restaurant. I will say the food available at the pool and beach was much much more delightful with solid snacks items that actually felt fresh and things seemed delivered quickly. The cafe was a delightful amenity that also had ready to go snacks and drinks as well as smoothies, juices, coffee and non coffee drinks as well as sandwiches and such. It was so convenient to have it inside the hotel (and there is a grocery store across the street - which is extra convenient), but every single morning it seemed to have an almost borderline absurd wait. It took me 30 minutes to get my coffee on the first day and the second day I just gave up after waiting and it was faster to walk to a cafe near by - which we should have done in the first place. It just felt so convenient to stumble out of bed grab a coffee before you head out to whatever the activity of the day is. I will say the staff was always incredible nice and apologetic, it just seemed like they could never manage this rush. The spa and wellness and fitness services were the absolute highlight of the experience. The gym and studios are all super nice. We did a beach yoga class on our second day and it was so delightful and it seemed like all the other guests were enjoying their fitness classes and activities. The spa is area is accessible by room key so you have access to the various steam and sauna rooms, hot tub and relaxation areas which we were able to use before we had our respective treatments. The spa attendants were lovely and really making an effort to make sure everyone had what they needed. The spa tour was also 10/10. The one issue we faced is that it can get incredibly crowded. When we went to the relaxation area after the treatment check in - every single chair was full and everyone was chatting at full volume - making it completely not relaxing. It's also not fun being in a sauna with a crowd of people. The beach and pool amenities were also when things went absolutely awry. We had a day where we woke up particularly early and went wandering to the beach and the first floor pool, but chairs were still stacked and there were no towels around so we went to ask the front desk who said that things aren't typically set up until around 9:30 - hm okay. We went up to the pool by the spa thinking we could then just dash into the spa and dry off while we waited for the beach set up. Luckily there was someone stocking towels and chair covers at the spa pool! We were delighted thinking we could grab these the head down, but the staff member told us we couldn't remove them from the area and the downstairs pool should be set up (news flash it was not - since we just came from here). He seemed absolutely incredulous and acted like we were lying. Not wanting to cause issues or remove the towels (which look the same as all the other towels) we just sat down. Around 9:30 am we went down to the beach to enjoy the sand and the ocean and wandered to all the little booths looking for towels. We saw a staff member setting chairs up and asked if we could also get set up and he said he had just grabbed these from the pool since someone asked him and the beach wasn't set up. This all made me feel absolutely insane. I stomped over to the pool and found a nearby bin of towels and we set our chairs and pitched our umbrellas and then about 30 minutes later saw someone starting to set up the chairs. After some beach time we asked if we could extend our check out even by 15 or 30 minutes so we could have just a little bit of extra time to get cleaned up and explained we totally understood if they couldn't do it and then had the most patronizing experience with front desk staff telling us it was super tight and it would be really really hard to do and a burden but maybe they could make it work. I was absolutely baffled because a - sorry we can't extend check out today would have been totally fine? Overall an absolutely mediocre hotel experience with a blissful spa experience. The hotel is still dated even though it has been updated and while the rooms were find - I'd frankly even have accepted rooms that were not "luxury apartments" and just a standard nice hotel room! I do not understand how this is at an 800-1000 dollar per night price point - it just does not live up to that. I would seriously considering staying at a different hotel and visiting the spa and scheduling some treatments. I do not understand these reviews. I seriously do not. I also would have totally let it all slide if it has just been one thing, or a small thing, or an issue that had been solved, but it felt like every day was another thing that compounded on top of a bunch of other small things. Do not eat at the restaurant - just don't do it - you will be sad and there is so so much good food in Miami.
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