I was disappointed with our experience at Esmé Miami Beach. My mom had flown in from Norway to visit, and I was traveling with my 7-year-old son. After a long day of travel, we expected to be able to check into our room at the advertised 4:00 p.m. check-in time, but our room wasn’t ready.
We had to leave our luggage and continue with our plans without access to our room. When I later spoke with the front desk, I was told, “I don’t know what to tell you—the room should have been ready.” There was no record of when the room actually became available, and the response made me feel as though my concern wasn’t taken seriously.
What disappointed me most was the lack of communication and the fact that nothing was offered to make up for the inconvenience, not even a sincere apology. Delays can happen, but how they’re handled matters.
The one bright spot was Luiz, who was friendly, professional, and very helpful with storing our luggage. He provided the best customer service we experienced during our stay.
Unfortunately, this was not the level of hospitality I expected for the start of our family vacation.
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