Four Points by Sheraton Coral Gables

This is my second time staying in this property ( I stayed back in December 2024 ). First time was not great. I took a second chance and this is what happened. .... I had a reservation for June 27th for three nights. Due to a six-hour flight delay, I called the hotel the night before to inform them. The agent who picked up my call assured me everything was fine and that, since I had completed mobile check-in, I could go straight to my room upon arrival. That’s not what happened. I arrived around 4:30 a.m., exhausted and desperately to crash into my bed. The overnight agent, Ms. Rose, greeted me with an unfriendly, condescending attitude—no "good morning," no welcome, no courtesy at all. I explained I had checked in via mobile, she just ignored what I told her and made me go through the check in process again—re-entering my credit card and signing the pad—without providing any helpful explanation. Her tone was dismissive and aggressive, and she seemed more interested in her conversation with another person at the desk than assisting me. Communication was impossible as she kept interrupting me. Once I got to my room (810), I was shocked by how dirty the carpet was—large visible stains everywhere. The next morning, I spoke with Jessica and later Andy at the front desk. Both were professional, kind, and empathetic. They acknowledged the issue and offered me a room change. Their response was the only bright spot during my stay. The new room (1016) was slightly better—still stained carpet, though less severe. However, the armoire door was broken and wouldn’t close properly. I informed Andy when I returned the key to my previous room. He did apologize for it and asked me send someone to fix it, which I declined because I rather have to be repair after I check out. Later that night, I found out the in-room phone didn’t work either. I needed firmer pillows because the ones provided were essentially empty pillowcases filled with shredded fabric. Since the phone didn’t work, I had to call the front desk using my cell phone. The new pillows that arrived were the same as the ones I already had. Apparently, this hotel doesn’t offer firm pillows. On top of that, water pressure in both the sink and shower was weak. Check-out was also unnecessarily difficult. I asked to split the charges between two credit cards—room on one and parking on another. The desk agent gave me a confused look and called a manager. When I expressed that this shouldn’t require a manager, she said she was in training. I apologized, but she wore no name tag or indication that she was a trainee. Management should ensure staff are properly identified so guests know who they are dealing with. Pros: • Jessica and Andy were professional, kind, and handled my concerns very well. • They genuinely seemed to care, which stood out in an otherwise frustrating experience. Cons: • Rude and unprofessional overnight front desk service. • Dirty rooms with stained carpets. • Broken furniture and