Novotel Miami Brickell 4 stars

Clean and neat

No water, glasses not changed on second day of stay, not clean, unresponsive reception and very very poor room service and hospitality.

Very good location Polite staff

I am writing this review to express my profound dissatisfaction with the service at Novotel Miami Brickell. My friend, Mr. Diaz, experienced a series of unfortunate events that reflect poorly on the hotel’s management and customer service. Despite having a confirmed reservation displayed on his phone, Mr. Diaz was shockingly denied a room upon arrival. This occurred at 1 AM after a long day of travel, which only amplified the inconvenience and frustration. The staff’s inability to locate his reservation in the system is alarming, indicating serious issues with their booking management. What’s more distressing is the lack of effort to rectify the situation. A guest stranded in the middle of the night deserves at least an attempt to find a solution, but such consideration was absent. The following day, Mr. Diaz’s encounter with the day manager, Waseem Janjua, only added to our disappointment. He was made to wait over an hour, only to face the same apathetic attitude that he encountered with the night staff. This lack of empathy and professionalism is unacceptable in the hospitality industry. Overall, our experience with Novotel Miami Brickell was nothing short of horrible. The customer service was severely lacking, and the indifference displayed by the staff was both frustrating and disheartening. I hope this feedback prompts Novotel Miami Brickell to make necessary improvements in their service and management. Until then, I cannot recommend this hotel to others.

I stayed for a business trip and the staff was incredible - whether it was printing materials I needed, providing coffee immediately at breakfast with a smile, or recovering my lost phone...they couldn't have been more helpful. I would stay here again just because of the service.