"Horrible! Starting with the manager!"
we found this hotel through priceline...purchased 2 rooms via priceline, for a place to stay the night before our cruise. We got to the hotel, only to find out they did NOT have any reservations for us! Thank God we had the receipt from price line. The front desk person spent over an hour trying to find us room..finally he suggested we go to dinner and when we came back he would have rooms. We did what he said, came back and there were two rooms. Upon receiving the rooms, he asked for a credit card for incidentals..common practice...I gave him my debit card. We checked out the next morning after a horrible night stay..the walls are so thin we heard everything going on in the room next to us..all night long :( The clerk ensured us that our card would have the incidental hold put back on the card. we went on our cruise, and the day we got off, I was notified by my bank my acct was overdrawn! Seriously' I looked at it...Hotel Urbano had charged us 2 times for the rooms that we had already paid for thru price line! OMG..not happy! This acct is strictly used to pay bills and has never been overdrawn. Their charges resulted in over $120 in fees by the bank and creditors because checks had been declined! I was not happy! Called Hotel Urbano..talked to clerk who passed info to manager who was supposed to call me back..she NEVER did! i had to call 3 times before I got in touch with her. After finally speaking with her she assured me they found the error and my account was credited the hotel charges and she couldn't guarantee the bank charges would be covered. Long story short, the credit NEVER went into my account. I had to contact my bank and start a dispute, after talking to the manager 3 more times (only because I kept calling her) she never answered emails or voice messages. Finally, almost a month later the credit for the rooms were given (only because of my bank contacting them) still no credit for the charges my account incurred because of their screw up! Poor customer service! Most good managers would call you back and make everything right! Will never go back and have told everyone I know that goes to MIami about my unfortunate case! By the way..I placed a call yesterday and left a message for the "so called manager" , yup no return call! I am bound and determined to get my money back and will be putting reviews on every hotel website I find. I will be happy to retract if they ever give me my money back!
"In time of need.."
After selling a condo and waiting for a slow condo association approval, I needed a place to live temporarily which ended up being an arduous 17 days. Everyone at Hotel Urbano made my stay as comfortable as it could be (especially Fernando, he was great). They worked with me to continue renewing my stay as my exact departure date was never certain until the end, honored Expedia prices if they were lower, and communicated very well leading up to the near miss from Hurricane Mathew. Once I started receiving my food delivery service at the hotel and using the scanner in the management office to send documents, I figured things were getting too comfortable and it was time to say goodbye. Thanks again Urbano staff!
We were glad to have reserved the pool view room, that was worth it. We knew we were staying in the business district and restaurants would be limited and the Bistro part of this hotel sounded nice. However, there wasn't one...two nights I went over to go ask what was being served and it was either chicken tenders with fries or a hamburger. We ended up ordering out to have food delivered and walked downtown to restuarants. There isn't an ice machine on the first floor so we had to go up to the second floor if we wanted ice. We never got our second pool towel delivered but that was not such a big deal, just would've been nice to have. Elizabeth was very nice and helpful. She helped out with holding our bags since we arrived early and our room wasn't ready. She also gave great directions on how to get to everything downtown, including the Publix. All in all it was an ok stay for the few days we were there. Don't think we'd stay here again. Live and learn.
1) Staff is unqualified for the job, from the way they dress to the way they treat customers (not bad but very unprofessional) 2) Room had broken AC, ask the front desk at check out about the problem, i didn't even got an apology from them Very very unprofessional staff.
We were greeted as soon as we pulled up by Elizabeth, waving & smiling as if we knew each other! George was also very friendly & helpful ! Kathrine ran over Kissed my dog & told him she loved him! Then there stood Fernando !!! Omg ! Just when I thought the staff couldn't get any better. He was just the sweetest, most helpful person. Anything at all you need to make your stay feel as if your home he said! I had to restrain myself from hugging everyone! The hotel is beautiful & clean. A fire is lit at Nite by the pool. Very nice feature. This hotel takes great pride in catering to their guests, very family oriented & pet friendly. Thank you guys for making us feel Special and Fernando, you ROCK!!!
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 1:00 AM , Check-out: 1:00 AM