Hilton Bentley Miami/South Beach

Walls are extremely thin. Can hear EVERYTHING.

As a loyal Diamond member of Hilton, my expectations for quality service and exclusive benefits are naturally high, especially when staying at establishments like the Hilton Bentley, where the nightly rate is around $700. Unfortunately, my recent experience fell significantly short of these expectations, particularly during my check-out process. Upon checking out, the front desk agent failed to provide the promised Diamond member benefit. Considering the prestige of the Hilton brand and the cost of the stay, it was surprising and disappointing to see such a lack of attention to member benefits. When I raised the issue, the agent assured me that it would be escalated to the manager, Michael, for resolution. Following this, I took the initiative to send an email to follow up. However, my attempts to communicate were met with silence. Over the next three weeks, despite several phone calls and another email, there was no response from the hotel. It was only on April 6th, three weeks post-check-out, that I finally received a response from Michael, the manager. His excuse for the delay was that his apartment had flooded. While I can understand personal emergencies, it's extremely unprofessional for a hotel of this stature to not have a backup plan or another staff member available to handle such issues, especially when it concerns their guests' concerns and promised benefits. The lack of timely communication and the failure to deliver on promised benefits reflect poorly on Hilton Bentley. It suggests a lack of preparedness for handling guest issues, especially for those at the Diamond membership level. For a hotel that charges $700 per night, one would expect a seamless, high-quality experience, which was unfortunately not the case during my stay. I hope this feedback is taken seriously and that improvements are made to ensure that future guests do not encounter similar disappointments. It's imperative for a brand as reputable as Hilton to uphold its standards of service, especially for its loyal members.

Honest review! I stayed for my anniversary and everything was amazing! The check in process was quick and they were able to get me checked into my room early. She was a middle aged woman with black hair I forget her name but she was very knowledgeable. As for the spa, our couples massage was amazing BUT I was unaware of the service charges upon booking. It was an extra $70 said and done. I also didn’t like how small the facility was. Our couples tables were 3 inches away from each other and the therapists barely had room to move. Moving on, the room was clean and views were amazing!!!! Every single staff member was alert and inviting. As for the concierge Frankie was SO KIND to do strawberries and champagne for our anniversary. I stay at many Hilton’s and there’s some concierge employees that don’t take that extra step of customer service. If it wasnt for Frankie’s actions I wouldn’t leave such a glowing review. We had breakfast delivered to the room the next morning and it was great. An all around amazing experience and we thank the hotel and staff for such great memories!

We loved the Bentley. It’s expensive, but it’s worth it. It’s directly on the beach. We watched a cruise ship leave the dock & enter the ocean. The rooms are beautiful, open & airy. The bathrooms are spacious. The gym has a lot of natural light & a good amount of equipment. It’s 2 blocks away from the free trolley. We would stay here again.

I just want to justify this hotel, which is not as bad as some other reviewer indicated, although most of the issues in those bad reviews are actually true, except for the staff politeness. We found staff really friendly and being helpful, especially those working at the beach to help to set up umbrellas and chairs. (Make sure you remember to bring some cash for tips to them, which is hard to remember in this cashless economy and especially when people heading to the beach on bear feet.) The biggest problem with the hotel seems to be the high price mark and facilities that call for a more careful contractor for interior work. For example, the shower door was not built as leak proofing, the window curtain always got stuck. Walls are too thin so that you hear people next door... Those issues do exist, but do not bother us much. I don't know how much other hotels charge, but we need to stay with Hilton chain to accumulate points. The hotel does not look like at the high end of Hilton, but definitely has a high-end price tag. The resort fee does not even bring us any free bike rental, and bikes are necessary for this hotel's location, which is a bit far from the "center" of south beach, although at the walking distance. However, if you are still reading..., you don't want to stay at the "center", where noise and air pollution would be an issue. This hotel is at a quiet end, with other multi-million condos close. There are quite a lot great restaurants and wine bars, just very expensive.

Spent 3 nights here, good location away from the noise and madness but still close enough for a stroll down on your terms. Excellent check in - upgrade, water and free sun cream (thank you Michael). Enjoyed the Greek restaurant for drinks and dinner (big portions!) - red snapper was excellent. Room was big and very comfortable. Beach club worked well with helpful, friendly staff taking care of stuff. All in all really good stay here.

Loved our room. Staff was friendly. Service was great and food in restaurant delicious.

Despite the somewhat underwhelming feedback and ratings on this platform, having been a loyal HH member for c20 years, I decided to book this hotel for our stay at South Beach. I’ll start with the positives. The location is fantastic, with the beach just a few steps away. The Hilton Bentley have an area on the beach reserved for guests and the team there were very pleasant and welcoming. In terms of the less than positive experiences. Our interactions with the staff were fairly inconsistent. Some were very friendly and warm whilst others were far less attentive. For instance, a member of the Valet Team didn’t even say Good Morning as we walked past twice this morning which I thought was very peculiar given that prominent customer-facing position. Unfortunately, a lack of enthusiasm and helpfulness was common in our interactions with the hotel staff although there were notable exceptions such as the Beach Team, Bellhops and bar staff. The Wi-Fi connectivity was truly awful. Whilst in our room, the connection would drop every few minutes which was extremely frustrating. Perhaps we were in a black spot (8th floor) however, I have never experienced anything like this before. The hotel pool area is fairly compact with restaurant waiters doubling up as pool attendants for loungers, in between serving their guests which certainly slows down the process. Also, having acquired Gold status, I expected a few of the well-advertised “perks” however, given this hotel was extremely busy, the hotel was unable to facilitate however, this is a learning for me. The dynamic of limited hotel rooms in amongst residential apartments is definitely one to consider. Room service, it’s clearly states on the menu that an 18% gratuity is added to the bill which is “fully distributed to the servers” however, when the receipt comes up with the order, it suggests a tip amount, which I found baffling. Upon reflection, having always taken onboard fellow travellers feedback prior to booking a hotel for a family trip, I should have probably booked a different hotel. Whilst the Hilton Bentley isn’t THAT bad, it’s not THAT good either and, given it’s priced 50%-100% more than other Hilton Branded Hotels in the South Beach area, I would definitely look elsewhere next time I visit Miami.