Z Ocean Hotel, Classico a Sonesta Collection

We stayed at the Z Ocean Hotel many times while in South Beach for business. A while back the hotel was in top shape it was our favorite hotel. Not sure how it got to the current condition which is a bit precarious compared to how used to be. Having said that the views and location are really great. We were told renovations are on the way which we hope will bring it back. The hotel staff was very friendly and helpful. Looking forward to staying there once the renovations are done.

So I’ve learned through travel that one of the best things to do before booking a hotel is see if there is an Airbnb that can be rented within it. I came to Miami Beach for an event with the intention of returning for a longer period of time. I specifically booked in this hotel for the amenities and location. Unfortunately the most important amenity, the hot tub, has been out of order. At times to my dismay I need to travel with or be close by to a medical professional. I explained that to the concierge since my condition gets worse in the evenings being in warm water really really helps me. My god it was like pulling teeth to get him to understand and my doctor had to come with me until he said just do what u have to do. Unfortunately later we found out the hot tub was in fact not heating up much but being in the warm water followed by a hot shower in the dressing room had helped immensely. The following evening I went downstairs however this time both bathroom and dressing room doors were locked. Naturally I went back to the concierge. Frankly all I got was attitude and yelled at. The man watched me struggling just to walk his response was I did you a favor once you don’t pay my salary I don’t need to do anything for you. I was going to give him a ridiculous tip at the end of my stay for his kindness although to be honest he was not too kind from day one. Then he told me well I guess you should’ve booked a room with a jacuzzi and brushed me away and told me to go away he has work to do I’ll be opting out of ever ever giving this hotel any or any of my friends business. The other two concierges I met were amazing this one however doesn’t know how to even speak to people frankly it’s unfortunate and beyond me how someone like that could work in hospitality! As well as lacking humanity I wouldn’t be able to see someone in a bad state physically knowing I could help without any liability to myself since my doctor came to assist me. It’s just sad and disappointing how one bad attitude can kill a whole experience guess that’s why it’s called hospitality. This is exactly why i prefer testing the hotel in a sense before so I don’t spend my next visit miserable because of one bad egg. Frankly the late night concierge needs to GO! Two stars one for each staff member that was kind to me.