Atwell Suites Miami Brickell by IHG

We ended up spending the night in the hotel lobby, waiting for a room to open the next day, because every room was sold out. With two small children and a public holiday on, there wasn't anywhere else available in Miami. The manager, Mariano, even suggested we walk around the city in the middle of the night looking for another hotel. This all happened because, at check-in, we were told our booking had supposedly been canceled days earlier for lack of prepayment. We had chosen to pay at the property, received no notice that it was canceled, and the Booking.com app still showed it as active when we arrived. The manager tried to cover up the hotel's mistake. A complete lack of professionalism, responsibility, and basic concern. I don't recommend this hotel.

The beds were really comfortable, and the scrambled eggs at breakfast were delicious. There was plenty of breakfast, though much of it was cold and the options were basic. The female receptionist was helpful, but the man who checked us in was unfriendly, mumbling while barking orders. Our two-bedroom suite had gorgeous views, but no furniture on the balcony. The kitchen had no crockery at all, not even a glass or mug, and there was no cutlery or plates. Although the suite sleeps six, there was only one chair at the raised table; I felt there should be at least four. There were even leftover decorations hanging from the air vent. For the price, I expected more amenities. The room felt like a 'party room' with a balcony for smokers. Mixed feelings, but the cost and unmet expectations won out.

The room itself was very nice, and there was no construction, but getting anyone to answer the phone has been incredibly difficult. My friends and I checked out on February 20th, and more than two weeks later the hotel still hadn't released our $100 security deposit. I called the number on the reservation and was put through to billing, where someone hung up. When I tried again over the next couple of days, nobody answered. Guest services hasn't replied to my email either. I checked with my bank, and they say releasing the deposit is up to the hotel. Management, please give me a direct number where someone will pick up and sort this out.

The stay was comfortable, but I found the service and amenities inconsistent. The sofa bed hadn't been prepared, and we weren't given extra towels. Breakfast finished at 10 a.m., while other hotels nearby keep it going until 11 a.m., which is more convenient. Compared with Smart Brickell Miami, this property had a smaller, less modern gym, and the Wi-Fi was slower and less stable. The room at Smart Brickell was also more spacious, with a dining table, chairs, cutlery, and glasses, plus a modern washer, dryer, and dishwasher. Late checkout here cost $50 per hour, compared with $25 per hour at Smart Brickell. There is room to improve the amenities, consistency of service, and value.