Marenas Resort Sunny Isles 25 Floor Ocean view 1/1

Humberto, Sergio, and Claudia turned my stay around. Check-in began badly and left me really frustrated, but afterward they went out of their way to help and make things right. They were kind, professional, and made me feel valued again. I appreciated how much effort each of them put into helping me feel comfortable and happy. People like them are why guests come back, and I hope their dedication gets recognized. Thank you to all three.

We finally got a replacement room at 6:30pm, more than 24 hours after arriving. They waived valet parking, but wouldn't reduce the resort fees even though we couldn't sensibly use them during the first day and a half, and they wouldn't help with a refund for the first night. This was meant to be a memorable 50th birthday present for my wife, so we were really disappointed. We arrived to check in at 4pm and were told our room needed about an hour. We came back, but it still wasn't ready, and this happened several times before we got in at 9:30pm. On the fifth floor, a sign said the level was under maintenance. The corridor ceiling had large holes, and the smoke detectors were taped up. Inside, the shower was hanging down, electrical sockets were exposed, the TV didn't work, and the phone wasn't even plugged into the wall. There was no hot water at all, and no water came from the taps. Our balcony faced the neighboring construction site and was covered in cement dust. I leaned on the railing and got covered in it; the furniture, floor, and patio doors were dusty too, and the smell filled the room. I went to reception to report everything, but they said there were no other rooms and I had to speak to a manager at 7am. We couldn't shower after a long day of travel. At 7am the construction noise next door woke us. It was so loud you couldn't hear yourself on the balcony, which made it useless. I went to reception as requested, but there was no manager. They told me to try again at 8am, and still no manager. At 9am I finally spoke with someone, who said, “I'm not even going to insult you and try to defend this, you should never have been put in that room.” There still wasn't another room until other guests checked out around 2-3pm. We came back at 2pm and again at 3pm, but no room was available. We had nowhere to wash or clean up in the meantime.

Our first trip to Florida together turned out to be memorable, thanks to everyone there. Sergio was great at check-in, and we were welcomed with a champagne toast. Since we were celebrating my husband's birthday, they also left a bottle of champagne in our room. We loved our ninth-floor King Oceanfront deluxe suite and its wraparound balcony, with views of both the ocean and the city. The resort is breathtaking, and the beach was clean and beautiful. There was construction, but we didn't hear it. The one downside was that the pool and hot tub closed at sundown, 5:30pm this time of year, which felt too early, so we didn't get to use them. I highly recommend the resort. Thanks for everything!

The team here really stood out during my three days at Marenas Beach Resort. When I noticed small black bits in the sheets after getting into bed, I called the front desk. They turned out to be some kind of sand, and Jeremias and Samira brought fresh, hot, clean sheets within 6-10 minutes. They were very kind and kept apologizing, though they handled it so quickly and carefully that they didn't need to. Earlier, I arrived around 2:45-3:00, and Claudia, the front desk manager, kindly let me check in early so I wouldn't have to wait. She was warm and professional, juggling things nonstop without losing her smile. Later, after the main restaurant had closed, I went to the pool area for food, where Heidi was friendly, attentive, and genuinely kind. She made it easy and enjoyable. Things happen, but the way the staff respond matters. Everyone I met was kind and professional, and deserves recognition. Highly recommend!