Horrible Hotel, Horrible Customer Service. The. This is the worst hotel experience I have ever had. I usually don't write reviews but I am fed up with the poor service this hotel afforded me and my sister. My sister was kind enough to do her best to arrange hotel arrangements in Miami for Art Basel. She bought 4 nights plus on round trip ticket to Miami for me from LA to Miami and back for 1100. The ticket for the air fair was about 300. Thus she forked over 800 dollars for a 4 nights stay at this lousy hotel. Its a 1* hotel. Don't believe the hype.

First, we get to the hotel at 10pm. We ask for a booklet with maps and information of the area. We are told that they don't have any. Next we go to our room. It was freezing. The room was not carpeted. They then move us to another room which was. It was still freezing. They don't have a heating system in the room. Then we try to use the supposed free wifi. It did not work. They promise it will be taken care of. The next 4 days we never had internet access. On the first night I was there, I asked that the manager contact me. They never did throughout the entire 4 days.

Finally on the 3rd night, we saw other guests getting heating units from the front desk. We ask for one. They bring it up. It was not working. On night 4, they finally bring in a heater that works. No apologies.

The rooms, have a kitchenette. There were small animals crawling around this area and around the fridge. Disgusting to say the least.

The hotel hallways were dirty. The doors to to the rooms were dirty. They looked like they were last painted 30 years ago. The security guards sitting in the lobby are playing games on line rather than doing their jobs.

The sofas in the lobby were stained and were not very clean.

Next, on the date we were to leave the hotel, we had a late flight. We packed and left our belongings with the front desk. At around 5PM and an hour before we were to be picked up, I realized that I had left my pillow and its cover in the hotel room. This is a pillow I have had for 20 years. I tell the staff, the story. This pillow looks nothing like the ones they had in the room. Despite this, they state that the room was cleaned and that they can't find it but will contact me once they find. It is now 18 days since we left and they never have contacted me.

Since my departure I have emailed the Manager Luisa Lopez at luisa.lopez@casablanca... on three occasion. She never responded to me. I finally called her myself and she stated that she got my emails but forwarded them to her boss by the name of Annet Rojas and that Ms. Rojas has decided to take care of this personally. I never heard back from Annet Rojas. I then left two messages for Annet Rojas and she still has not responded to me.

Since then, the hotel had the audacity to bill my credit card for various charges though I never used any amenities.

This is a dirty, 1* star hotel. They have nice views but the way they treat you so unacceptable that I would not recommend them to anyone. Save your money and go somewhere where they have the courtesy of responding to your calls. I have notified them that I will make sure my comments are spread throughout the internet so no one has to experience such a mess.

FYI. I am a physician and a professional. I have photos of this place. If you want me to forward the photos to you, feel free to email me at borookh1 (AT) yahoo and I will forward them to you.…