07/15/08

Bad customer service puts a gray cloud on stay

by tanrolls

The hotel itself is decent. The pool looked less than appealing. The hallway carpet needs replacing. The staff with the exception of the cleaning staff need a course in customer service. We received very little sleep on Friday night because someone on our floor was having a loud party. I tried to call the front desk and no one answered. I am pretty sure we were not the only people disturbed because you could hear other guests yellling "shut up". We requested a new room on Saturday and we were given one. The front desk clerk said next time to call the front desk if there is a disturbance. We tried calling the front desk again for a different issue. No one answered the phone. Saturday we went to the beach so we asked for beach towels. The front desk clerk did not take the opportunity to tell us that we could receive complimentary lounge chairs and other amenities at Nikki's Beach. I think that this would have a been a key point to mention. I have never stayed at a hotel in which the front desk staff did not inform you of the basic amenities. So we spent extra money unnecessarily and missed out on a good experience. We never received the wash clothes we requested. Overall, I did not get the impression that the Mercury Resort and Spa cared whether we returned to the hotel in the future.

04/01/08

The hotel is fine, but the staff and management are horrible

by kengwynn

I was recently in Miami and decided to stay at the Mercury Hotel due to relatively nice reviews. While the hotel is nice and fairly clean, the aloof staff was very unhelpful and uninterested in making sure guests were taken care of. During check-in process it seemed like our arrival was a nuisance and we were not greeted warmly. Throughout our stay the staff wasn?t helpful with answering simple questions (good restaurants, bars, clubs) in the area?it seemed like they really didn?t care. There was also an incident where our housekeeping attendant (probably accidentally) damaged our laptop and the hotel management was very unresponsive; it took several weeks for any sort of response to try to resolve the issue ? it was unbelievable. I?d recommend any of the other comparable boutique hotels in South Beach such as Nassau Suite Hotel, Raleigh Hotel and The Palms Hotel ? just don?t stay at the Mercury.

• Pros: Good location, art deco hotel, small pool/jacuzzi
• Cons: Unhelpful staff, unresponsive management, noisy air-conditioners

10/10/07

Perfect for a Girlfriends Getaway Weekend

by tac6811

Before me and some friends made the trip to SoBe we/I investigated a ton of hotels and the b-day girl decided to pick this one. Honestly.. I was very nervous.. I had read some reviews for The Mercury and none of them were good. Actually, almost every review I read about restaurants, hotels and bars/clubs were bad. Let me tell you... The Mercury Resort was a great place to stay for long weekend with girlfriends. We stayed in Penthouse 3 and it ROCKED! The spa on the terrace was great for a late night soaking after a night of living it up in SoBe or enjoyed before getting ready to go out. I would highly recommend this place. If you are coming to SoBe for some club action the Opium Garden is right next door, and if your not in to the club scene there are small bars right within walking distance. For a great dinner also try Barton G.

Thanks Mercury!

• Pros: Jacuzzi, ample space
• Cons: pool wasn't open