I stayed at the hotel on October 10-11th and upon checking on October 18th, the hotel is yet to return my security deposit, which was charged to my credit card. When I called they claimed my reservation was cancelled and that they have no credit card details on file. This is unaccpetable.

Had a great stay, loved the pool and proximity from airport. One complaint, was charged the $100 incidentals ‘hold’. So was refunded $99.12, not sure why not the full $100? This normally wouldn’t be a problem, but when paying with a foreign card, the refund will be given at a lower forex rate, resulting in the customer paying the difference between buy and sell rate of the dollar. Really not a good way to do business.

The experience was only for one night, coming back from a cruise. I just wanted to sleep and rest properly. We arrived at the hotel early at around 11am and had to check in our luggage. We were told we had to wait until 3pm before checking in since that was company policy.We sat in the lobby, but the WiFi was not working and we were told it would be turned on once the crowd at reception calmed down. However, up until around 2pm there was still no WiFi, and we had to make countless trips to the front desk requesting this. In the end, the manager got the WiFi turned back on as I desperately needed to be on a Zoom call for a meeting.At 2.30pm my back was sore from sitting upright and I desperately just wanted to lie down and rest. The agent at the front was instead Carlos, and I explained the situation. He was very willing to help me get to my room so I could rest. He checked us in and offered us a beautiful room in a quiet location, as I explained I am very sensitive to noise. Even a clock on the wall will wake me in a second, and he listened. He also gave us a map of where to go in the local area should we need anything.The hotel was great. The amenities were excellent except for the WiFi, which was a problem, but in the end it was sorted. Carlos was an excellent staff member, very calm and understanding. The next day when we checked out to catch our flight, he was at the front desk again, still smiling and helpful like the day before. A very genuine guy.I will return to the hotel again. The bar and reception area downstairs were amazing. The swimming pool outside was also great. Overall I loved the location and the aesthetic of the hotel was clean, the bed was big and comfortable and the hotel was very good value for money. It is one of the best hotels I have stayed in within the Miami area. If I am around again, I will definitely stay there.

Excellent technical work by Sergio Pons on repairs in the room.

⭐⭐⭐⭐⭐Absolutely Exceptional Service from Sterlynn!After a chaotic and incredibly stressful travel day, including a canceled flight and last-minute scrambling just to make it to Miami, we finally arrived at The Pullman exhausted and ready to begin celebrating our 25th wedding anniversary.That’s when we met Sterlynn at the front desk, and she completely turned our day around! From the moment we arrived, she was absolutely amazing—warm, welcoming, genuinely kind, and incredibly attentive. She went above and beyond to make sure our stay was extra special and that our anniversary celebration got off to the perfect start.After everything we had gone through just trying to get to Miami, her kindness and thoughtfulness meant more than she probably realized. She reminded us that sometimes one person’s genuine care and effort can completely change the way you feel after a difficult day.Sterlynn is truly an asset to The Pullman. Her exceptional customer service, wonderful personality, and willingness to go above and beyond made such a lasting impression on us. We are so grateful that she was the person who welcomed us to Miami and helped turn a stressful beginning into a beautiful start to such an important celebration.Thank you, Sterlynn, for making our 25th anniversary trip feel so special from the very beginning! You are absolutely amazing, and The Pullman is lucky to have you! ❤️✨