I chose this hotel, because of reviews and was very disappointed with the service. I booked an online special 20% off, paid total non refundable rate and got an email confirmation of what I was charged, it sait "grand total", balance zero. On arrival I was told that they charged 1st night only, and showed me the balance, which I didn't realize was wrong. On checkout I added up the charges and realized I was being overcharged. They said that my email didn't include resort charges and asked me to forward Their own email to them. I did that and spent 40 minutes at the desk waiting for adjustment. I was told by Michael that the charges would be corrected, and I should go to the room to get my suitcase. When I returned, I was told charges can not be corrected, because manager Karl said no. I told them that I would dispute the difference with my card, but Michael said I couldn't do that, because on arrival I signed for the balance. In the end this was The Worst customer service I ever encountered. I have a proof, their own email of my grand total, and they didn't care. I had a taxi waiting, so I had to pay what they said and leave, but I am very upset by this experience. There are better hotels for this price, overall it is a very simple hotel, with poor WI-FI, small breakfast. Pick a place with good customer service, it is the most important thing in the end. Also, very important, the little fridge in the room doesn't keep anything cold, it is a mini bar only.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
18 April 2012
I’m very surprised to hear that you experienced poor customer service at our hotel. My entire hotel team went above and beyond to ensure you and your family had a wonderful stay while a guest of Villa Italia Hotel in beautiful Miami Beach, Florida.
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Our front desk staff was very engaging and informative and strived to answer all your questions about Miami Beach and local attractions. As a matter of fact a staff member took it upon themselves to research and print coupons for reduced admission tickets to both Jungle Island interactive theme park and the Jewish Museum of Florida for your enjoyment. We made it a priority to ensure that your son’s favorite cereal was always readily available for breakfast and when your father purchased groceries & delicatessens that were too large to store in the room’s mini-bar, we extended an accommodation to store his perishable food in our hotel refrigerator so he can have them readily available for both breakfast & lunch.
Our housekeepers diligently cleaned your room everyday and replaced your dirty sheets & towels daily with premium bed-linens and towels.
Thus acknowledging that both our front desk and housekeeping teams worked very hard to ensure you experienced a pleasant stay; it leads me to believe that your problem with customer service stems from the miscommunication of the $8.95 daily resort fee so let me take a moment to elaborate your reservation in hopes of providing some clarity.
The daily resort fee of $8.95 allows us to continue to provide many of the services which you enjoyed without interruption such as a complimentary continental breakfast, free unlimited internet (both wired & Wi-Fi), local and toll free dialing, daily newspaper, free on-demand premium movie channels, snacks & beverages throughout the day and daily beach towels & umbrellas. Our daily resort fee of $8.95 is a fraction of the cost that many other nearby hotels charge as resort fees without providing parallel service such as a complimentary continental breakfast.
You booked your stay directly through our website which clearly describes the $8.95 daily Resort Fee throughout our website particularly in the “Room & Rates” page which describes the respective room types available at our hotel before prompting you to the reservations page.
When you booked your reservation you selected one of our special promotions; “book now and receive 20% off your entire room stay”. The only way to qualify for this promotion and for Villa Italia Hotel to extend the 20% off is to prepay your entire room stay in advance. Other charges such as valet parking, mini-bar, resort fee, tours and other potential charges are not included in the prepay amount because charges such as these only accrue upon arrival and will be difficult to estimate.
In addition to the resort fee mentioned numerously on our website; we also send you 2 email confirmations once you complete your reservation via the web. The first email confirmation letter is a just a receipt that states the special room promotion and the amount paid. The 2nd email confirmation is the standard hotel confirmation that includes all imperative information such as confirmation number, hotel address, price breakdown, check-in /check-out time, resort fee and hotel check-in policy that requires a valid I.D. and a major credit card for all incidentals and /or additional charges you may accrue while staying with us on vacation.
Finally, at check-in we provided you a sign –in sheet which stipulates hotels rules & regulations and also covers the daily resort fee which you signed and dated agreeing to the terms.
I hope this explanation provided you with some clarity and helped elaborate the issue which you discussed.
Villa Italia Management
This response is the subjective opinion of the management representative and not of TripAdvisor LLC