Guest User
May 28, 2024
I never thought this would happen. If you look at other reviews, I have always raved over Bentley South Beach, but I guess as with most things post pandemic, businesses are starting to be careless on customer service. When I arrived at the Bentley, I noted I didn't see the same smiling faces that I'm used to (I will go into further detail). I frequent this hotel, so I'm familiar with what used to be amazing customer service. Upon arrival, there was still construction going on. Understand because they are trying to upgrade. At 3:20, I'm being told there are still no rooms ready. Check-in is at 4. I feel this may have been the new manager trying to stick it to me to let me know she was boss now (previously was on the desk and wasn't friendly then either). I understand policy which was promptly told to me by the new front desk guy, but I have already stayed here three times this year and a total of 9 times last year with the amount of money I have dumped into this place you can't check me in 45 minutes early. Ok, fine. I got to the room, which was fine until the next morning. There was a construction generator outside the room. I have a video and will try to upload it. The people on my Zoom meeting could literally hear it. I asked to be moved. I was moved up two floors in the same location. Could definitely still hear the generator. While construction is understandable, I think guests should be warned and offered a discount for the inconvenience. That's not a relaxing vacation. While there, I also found that one of the front staff that had been there for three years was let go that very day with no warning. Manager, Eric was also let go. This is what I mean about companies letting go of quality staff and customer service and replacing them with folks who could care less. Do you know the whole time I was having issues the new manager never came out of her office? Instead, Ashleigth had the staff running back and forth between us delivering messages. You have all this construction going on, and you don't even come out to address it with a customer, a return customer. On my last day, I was glad to see the other manager, William. William is a Bentley staple and exudes customer service. He makes every guest feel like they are the only one. He is the only reason I even gave a three. The construction is a mess with no discount. The pool and hot tub on the roof are great, but there is construction crap up there. With the renovations the rooms seem to be awkward. I feel they are still a decent size for South Beath boutique style. The two bedrooms are still one bath. Which isn't great when just one block behind you can airbnb a 2bd 2bath. Just saying. I'm really saddened that this is the route Bentley is going and I hope in the future they get back on track. Side note: Cesar, concierge, was great!