Aloft Miami Doral

Location and Accessibility: Multiple reviews highlighted the hotel’s convenient location, proximity to family/friends, and safety in the surrounding area.(based on 1 review)

Decent at right price

Sadly, Jonathan Castillo, Complex Manager, and Claudio Bono, General Manager, are running a poor operation of the Aloft Doral Hotel. The entire stay, from the room, to the service, to the management responses to questions when raised was entirely unsatisfactory. I would never stay here again and highly recommend that others stay away as well. We went to the WXYZ bar twice for a couple drinks, and sneakily they included an 18% gratuity which we did not realize was in there already; we tipped in top of that charge being unaware. Having previously worked in the industry, I know that it is standard operating procedure to give the customer a courtesy heads up so that are fully aware of the 'tax' the establishment includes in a customer's bill. Those that do not tell you are being sneaky and trying to get more money out of the customer without the customer being fully aware. So, in part, shame on us for not analyzing the bill enough. When we raised this as an issue to the manager and asked for a couple bucks credit to our stay, we were told "No, its like signing a contract, so you are bound to pay that amount." Seriously? An absolute joke. The room that we stayed in had an incredibly loud and disruptive HVAC unit, such that neither me nor my wife could sleep. We did not make an issued out if it "at, 1,2 or 3 in the morning while it was happening" as the hotel manager suggested we should have done, because somehow my son was able to sleep thru it and calling to either have a tech look at it or move to a different room at that hour would have been even more disruptive to the entire family. The first thing I did when I went down early in the morning was mention it to the front desk, the first realistic opportunity that I had. When I spoke to the manager about it later, he said that there was nothing that he could do because "the night has past and it's like ordering then eating an entire meal then asking for a refund." Apparently the manager thinks the first time I've stayed in a hotel as his wildly flawed logic would suggest. So in a customer experience industry the Aloft Miami Doral was wildly unsatisfying. And when given a chance to provide some relief to a loyal Marriott Member, they arrogantly argued each point in a combative manner rather than help the consumer out with some pretty easy and cheap remedies. Never Stay at this Hotel!