Cadillac Hotel & Beach Club, Autograph Collection

upon arrival at Cadillac Hotel, we were informed that there was no availability for our confirmed reservations, despite the bookings having already been paid through Trip.com. we were told that confirmations have not been received at all from you. We were then advised that alternative accommodation would be arranged at another hotel. Although we were reluctant, we were reassured by the front desk manager, Mrs Ludy Gonzales, that the alternative hotel would be of the same standard, if not better, and that both the hotel stay and Uber transportation would be covered at no extra cost. Unfortunately, when we arrived at the second hotel around 8:00 PM, we were told that we had been sent to the wrong location and should have gone to another branch. I then had to arrange and pay for another taxi myself to reach the third hotel. When we finally arrived at the third hotel (Grand miami beach hotel) , the situation became even worse. Although we provided the letters given to us by Cadillac Hotel, we were still asked to provide credit cards as security until Cadillac Hotel arranged payment. We were then left waiting for over an hour while the issue was being handled, with our children exhausted and sleeping in the lobby. By that time, it was close to 11:00 PM. To make matters worse, my husband’s credit card was later charged because Cadillac Hotel had not settled the payment to Grand Beach Hotel for our room, despite earlier assurances that the payment had been arranged. Our friends’ room appears to have been paid (they booked with another third party not Trip), but our room was not. We have tried several times to resolve this directly with Cadillac Hotel through Natasha Barbosa, Alexia Landry and Oscar Morales, but we have not received a proper explanation or refund from these people once they learned. This delay and lack of accountability are unacceptable. This entire experience was highly disorganised, stressful, and far below the standard expected from your establishment. The lack of coordination, communication, and accountability from front desk management has caused us considerable inconvenience. I trust that you will take this complaint seriously and investigate it thoroughly. If I do not receive a prompt response and clear action from your side, I will have no choice but to escalate this matter further, including through public review platforms and legal action if necessary.

I loved the property, and the service at the restauran by Diego was Top Notch. Wine and Food selection for dinner needs some improvement but service provided is 5 stars. Cristina, restaurant manager does an excellent joba as well. I definitely be back soon!

Room was just ok. It was nice but not as clean as it should have been and not stocked well. We had to ask for a second bathrobe (both days), didn't have anything but decaf coffee stocked, and not enough wash cloths or hand towels (1 each was given even though there were two of us in the room). To top it off, the refrigerator door was broken so we had to deal with that. Definitely not up to our expectations. Loved the pool area, front desk people and the Italian restaurant.

- The standard room was outdated and run-down (tub instead of shower). I spoke with reception and was told we’d be upgraded, but the “upgrade” was the exact same room with a balcony — that did not address the issues. - The upgraded room had a broken refrigerator. Maintenance confirmed it was broken and later delivered a large freestanding refrigerator, but there were no cold drinks available. When we asked for ice or chilled wine, we were given a plastic bag of ice and told there was no cold wine available despite a full bar on the premises. - At checkout we were charged the resort fee and taxes. I informed staff these had already been paid, and was told to contact *******.

The stay was very disappointing. The room felt damp and dirty from the moment we arrived. The shower door didn’t close properly due to crooked glass, which is actually dangerous — if you don’t realize how to handle it, it could easily break and cause injury. The bathroom doors were swollen and damaged from moisture. We specifically paid for an ocean view room, but instead got a side balcony with just a tiny glimpse of the ocean. What we mostly saw was the trash area and laundry facilities — definitely not what we expected or paid for. Overall, not worth the money and far from the advertised experience.

Property was pretty good. However, it was very visible that people of color did not receive the same service as others. Requested an upgraded room and was told that they were sold out only to find out that was a lie. In addition, we had a late check out due to a late flight. Spoke with someone the night before checkout and was informed we could pay $150 to stay until 6pm but needed to go to the front desk the next morning. We did as told only for them to tell my husband that we had until 1 as the late checkout with no fee but $150 fee would be applied only to stay until 3pm after speaking with someone else.

The hotel had a few hiccups. We were given a room where the air conditioning vents were right outside our window. Hard to believe they actually sell the room to people. Luckily, they not only moved us but upgraded us to a lovely ocean view room. On the second night in new room the AC stopped working. However, after many calls to front desk we were assured the team was working on it and in a couple of hours it was back. Huge props to them for fixing so quick. The pool chairs and staff are lovely. As well as beach chairs. So comfortable. Restaurant by pool was delicious. As was dining room- Donna Mare. Overall, the staff was excellent, amenities good. I would think about staying again.

Poor experience during check-in. Bad first impression on arrival to the hotel with Valet parking ignoring us and refusing to take the car due to "lack of space" but proceeded to take next car in line. Had to park 3 blocks away and walk with luggage. Access to main lobby is not family-friendly, very difficult to enter with a stroller and small kids, even suffered small accident with kid felt on floor at the entrance door. Room quality was average (significant wear/usage) and a bit pricy but nice partial ocean view. Overall, hotel facilities and location are good for adults but not recommended for family with young children.