"I booked the Fontainebleau Miami through Hotels.com expecting a luxury, five-star experience. What I got instead was a frustrating, overpriced mess that completely failed to live up to its reputation.
The service was wildly inconsistent. Staff ranged from indifferent to outright dismissive, which is shocking at this price point. I even suffered a documented slip and fall on property, reported it immediately to security, and not once did Hotel management follow up, offer assistance or compensation of any kind, or show even basic concern. Trying to obtain a copy of the incident report afterward has been an exhausting runaround, which only adds to the frustration.
On top of that, the resort nickel-and-dimes you at every turn. Mandatory service charges are added automatically, regardless of the actual level of service, which often didn’t justify the cost. For a property that markets itself as high-end, the overall experience felt transactional rather than hospitable.
The facilities themselves are visually impressive, but that’s where the positives end. When you’re paying premium rates, you expect premium treatment, accountability, and professionalism. This property missed the mark on all three.
I would strongly caution anyone considering booking through Hotels.com to manage expectations or explore other options. There are far better hotels in Miami that actually understand what true hospitality looks like."
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