Element Miami Brickell

Honestly if I could leave negative stars I would. Let me start by highlighting the obvious! - Wrong charges on my card which the front desk stated they can’t see. I call Marriott they tell me they can’t help me and refuse to let me talk to corporate they said talk to front desk who said they can’t see the almost $800 in wrong charges… makes no sense. Marriott customer service laughed and offered no help as a matter of fact they were quite rude. I’ve been exceptionally nice as Ive been here for two months over the holidays for work and bought cookies for the front desk and tipped the employees that took care of us well. We started reading prior reviews after realizing coworkers were having the same problem and seeing upset customers at the front desk and realized we’re not alone! The erroneous wrong charges on your card that the front desk says they don’t see seems to be a ongoing trend here.. so it seems either employees are stealing, Marriott is stealing or turning a blind eye to this allowing them to steal from customers or they have a severe computer issue but at this point over $800 in erroneous charges with over 10 phone calls to Marriott support that doesn’t care is ridiculous! Front desk only says they can’t see the charges.. my card company tells me they charged the card and it’s all posted and there’s no resolution after over a month of this problem. I won’t come back ever you couldn’t pay me. Someone in corporate needs to look into how several customers have mysterious wrong charges, more than three times of something happening is not a coincidence it’s a trend. They have a major problem and I sincerely hope it’s their computers and not employees stealing from customers. - Asked 5 time for our room to be cleaned before 4pm never happened once like not one request of ours was fulfilled. To top it off there’s a piece of chewed gum from a prior customer on the counter top and we’ve asked 5 times for that to be cleaned and removed and no one has done it! Note.. I’ve been here for 19 days and the gum is still here for the past 19 days. I stayed a month prior to this stay with only a 3 day break in between and switched rooms obviously when I checked back in. There’s an extreme lack of customer service and care. -After all the billing issues I wanted my card taken off file and they refused lol even though I had paid my balance in full up front. After them charging incorrectly they still refused. They said they need permission but yet won’t ever put you in contact with the franchise owner because it seems everything is a scam! - Finally after all this and all The money spent here when I wanted to buy a $4 protein bar they said I HAD to charge it to the room or have cash. They wouldn’t allow me to use my debit card which is ridiculous because I had been paying for my drinks at the pool that day separately on my debit card. It’s a complete mess. The only nice thing is the pool that’s it.

This is a revisions to a review I wrote previously as Jessica Francos is claiming she’s reached out to me, which he has not. As my previous review stated, it’s comedic how she’ll send a generic reply to the negative review! Lo and behold, that’s exactly what she did. She has time to respond to reviews but lacks the courtesy to return calls or reply to my email. Preposterous! Original review! It is incredibly disappointing to see how Jessica Francos and the hotel staff have handled my concerns. It is almost comical how she will likely respond with a generic statement about guest satisfaction being her highest priority, when in reality, she and her staff have shown a complete lack of concern for my needs. It is disheartening that she can find the time to respond to negative reviews, but cannot be bothered to reply to my emails or return my calls. This raises serious questions about her commitment to providing excellent service. My decision to book this hotel for two weeks during my home renovations was meant to provide a peaceful environment for my daughter to nap while contractors worked. However, it quickly became apparent that the property is poorly managed. The condescending attitude of the front office staff (especially Melissa and Maureen) and the hours it takes for simple requests to be fulfilled by the housekeeping staff made it clear that a two-week stay would be nothing but a hassle. Additionally, the unauthorized charges on my card only add to the list of dissatisfaction. It is truly disappointing that a property claiming to be part of the Marriott brand falls so far short of Marriott's renowned standards. Disclaimer: guests beware that you will be judged and profiled if they believe you are less than capable of affording a stay or if they feel you will run off without payment. Mind boggling.