Well what can I say - the most rude, arrogant hotel we’ve ever been to. We arrived early as we had just left a cruise, so had to leave our bags behind the desk. After spending the morning walking around Miami we were desperate to sit down and have some lunch. The upstairs restaurant was closed (indoors) so they only had seating outside. We went downstairs to the other restaurant to be refused entry (apparently we weren’t “appropriately” dressed - yet we saw families with children and a baby throwing everything on the floor. It was lunchtime and we were wearing smart shorts - we couldn’t get to our other clothes!) and they demanded we leave and go upstairs and eat in the rain (it was pouring by this point). We’ve travelled the world and stayed in many 5 star hotels and NEVER been treated like this. We didn’t even bother checking in after that. Cancelled our reservation and found another hotel. If you want 5 star service don’t go to this hotel.

We spent five nights at the Kimpton EPIC hotel and we had an excellent experience. This hotel checked all the boxes for my family. Excellent updated room with an excellent layout for families, very large pool area, comfortable and well maintained gym, great location, good restaurants, complimentary coffee and wine happy hour, etc etc

What stood out the most was the excellent service. Travelling as a family with three little kids can be a challenge and can require some extra support to get your room settled for the kids. On the first night we needed some extra items to make things more comfortable. Warren, Petter and Carla went over and above to ensure we got comfortable and ensured it stayed that way. I haven't experienced genuine care and authenticity like we experienced from this group.

The service definitely stood out to me and we'll definitely be back.

Most hotels have decent customer service, but Donika raised the bar to a whole new level.

When I reached out to Donika for assistance regarding my stay with my cousin Patrick Reinke, she was incredibly informative and helpful. Not only was she professional and courteous, but she has an energy about her that you cannot help but just smile.

Thank you Donika!