Junior Suite at Fontainebleau Hotel Miami Beach

GREAT experience with Sky Rental host. Will use again!

The suite was gorgeous and clean once we could check in. Beautiful establishment. Tons of amenities galore. Apparently, private owners have a different check in process. Or so i was told. 3x. Each time, it will cost you 75 to check in here. Or you may go to "this" station over there and they'll check you in. Nope. Not that spot either. 3rd attempt. You don't have to check in here, but I can do it I guess. Let me reach out to the owner, they have to be present because of the rule changes. We will text you when your room is ready. We will see if the owner reaches out. Crickets. Valet parking ran us 80. In very fine print. Read the listing. I failed on that portion. Luggage to our room , after the concierge followed us to 3 different check in locations. He was very patient and sweet. Tip 40Beautiful resort. It's hard to find any numbers or emails in the information email you will receive. And all it said, was check in at front desk. Not if your suite is privately owned. Allow yourself time to figure out how to get checked in.

Clean room. Beach and pool view

The communication from the host was unclear as there was a separate email (not through VRBO) communicating check-in is standard through the hotel staff. There were a few issues with the room - fridge didn't work (we found out after having to throw away groceries), handle on shower was broken and TV could not be paired with any of our devices despite having multiple people attempt to troubleshoot. We communicated the problems several times and were told on the 3rd day a new fridge would be delivered to the room even though it was an owner's room. Unfortunately, the new fridge never arrived. Hotel staff initially tried to resolve problems, but then said they were awaiting contact from owner. On the last day of vacation and asking for a late check out, we were transferred to an "owners guest services" that we did not know existed. Though they never answered the phone despite being on hold for 20 minutes, I'm wondering if they could have been helpful to us early on in our stay. The challenges appear to be a result of poor communication or a disconnect between true "hotel" rooms and those identified as owner's room. The hotel doesn't appear clear as to what they can and cannot resolve. Upon checkout, Michael was extremely helpful and quickly identified the ways in which some of the breakdowns in communication contributed the challenges we experienced. He was patient, understanding and provided tremendous customer service.