East Miami

Extremely disappointing experience at EAST Miami. During my stay, I had an unexpected allergic reaction that caused me to vomit twice on the floor of my room. I immediately cleaned it up myself using a towel, doing my best to leave the room in good condition. Despite this, the hotel charged me over $500 in cleaning fees, which I find absolutely outrageous and completely unreasonable. I fully understand that additional cleaning may sometimes be necessary, but charging a guest more than $500 for an unfortunate incident caused by an allergic reaction is excessive, especially considering that I had already cleaned up the mess myself. For a hotel that markets itself as a five-star luxury property, I expected a much higher level of understanding, professionalism, and hospitality. Instead, I felt that the hotel was more interested in charging an excessive fee than treating its guests with basic empathy and fairness. Charging over $500 for cleaning after a guest experiences an unexpected allergic reaction is simply unacceptable in my opinion. This experience completely changed my perception of EAST Miami. Very disappointing, and certainly not the level of service anyone should expect from a luxury hotel. UPDATE In response to the hotel’s reply: I would like to clarify that we did discuss this situation with the hotel’s management in person during our stay. However, the hotel simply maintained its position and insisted on charging over $500 for cleaning after an unexpected allergic reaction. Following our stay, we also sent an email expressing our dissatisfaction, which received no response. In fact, this public reply on Google is the only response we have received since then. I find it disappointing that the hotel claims to have personally addressed the matter when no actual resolution was offered. Simply standing by an excessive charge does not mean a complaint has been satisfactorily handled. I continue to stand by my original one-star review. I expected significantly better customer service, understanding, and professionalism from a five-star hotel like EAST Miami.

This hotel has been on my mind for a solo trip for a long time! The room was beautfiul and the bed was very comfortable. The hotel also felt very safe for a solo traveller. The only cons related to the room were that was no fridge in room, and no robes as advertised. My main issue with the hotel is the overall service. For the price point, one would assume the service should be outstanding. From when I arrived, the valet/concierge never once awknowledged anyone with luggage walking past them. The front doors were heavy and non automatic which resulted in many patrons struggling with their luggage and to the open the door. The front desk just starred at me when i walked in, and I had to say hello first. In the evening when Sugar is open, the main entrance way is blocked off and hotel guests are supposed to "walk around." For the pool area, Jeff (security) and the two girls with glasses (one server and one bartender) working, were amazing and very helpful. The main issue is just the lack of overall service and vibe --- they provide you with a towel and chair cover, but you are responsible for setting the chair up yourself. Very different from W hotels or 1 Hotels. There was also no music playing by the pool either which made the energy kind of weird. Overall, I would stay again! Thank you for a great stay.

⭐⭐⭐⭐⭐ I had such a wonderful experience at EAST Miami, thanks in large part to Lester! From the moment I arrived, he had an amazing attitude and made me feel genuinely welcomed. He surprised me with a beautiful room upgrade and a complimentary bottle of champagne for my birthday, which made my celebration feel even more special. 🥂✨ Lester’s kindness, professionalism, and attention to detail truly stood out. It’s those thoughtful touches that make you want to return. Thank you, Lester, for helping make my birthday stay so memorable. I hope to visit EAST Miami again very soon!

The hotel’s location is excellent. It’s modern, luxurious, and within walking distance of Brickell City Centre, as well as many great bars, restaurants, and clubs. One of the biggest highlights is the popular rooftop bar located in the hotel. As a guest, you can skip the long lines and head straight up, which is a great benefit. The pool is on the smaller side, but it’s still nice for relaxing. Most of the staff were outstanding—friendly, welcoming, and always willing to help. Unfortunately, the experience at the front desk was different. Some of the staff came across as arrogant, which made us feel a bit unwelcome. Thankfully, this was limited to the front desk, as everyone else was truly exceptional. There were a few other downsides. Housekeeping forgot to clean our room twice despite us reporting it, which was disappointing. Communication with the housekeeping staff was also difficult, as they only spoke Spanish and no English. The elevators were fast despite the building’s height, but they made unusual noises, and one elevator did not stop level with the floor, creating a potential tripping hazard. Overall, I would rate this hotel 7.5/10. Despite a few issues, I would stay here again because the location is fantastic, the hotel itself is beautiful, and the rest of the staff made the stay enjoyable.