HotelChatter

I booked a hotel reservation with the Chesterfield Hotel in South Beach, Miami. Upon arriving they total me that they were over booked but would send us (my husband and I/another couple) to their sister hotel that has just been opened The Rivera Hotel South Beach (2000 liberty ave). We packed up all of our stuff, after our 16 hour drive and hiked 10 blocks to The Rivera. I have to tell you that my experience with this Hotel was the worst in my entire life, my "vacation" was nothing but a nightmare. Upon arrival were told that our reservation was only for one bedroom. This we found was a blatant lie because I called Book-it customer service and was emailed our reservation and was given two confirmation numbers that had been received from the hotel. When that was finally resolved they told us that in any event they were over booked as well and only had one room but one couple could sleep on the couch!  Since we had no choice and nowhere to go we hung one in our one room and then at 1AM I went to the desk were they had switched shifts and all of a sudden they did have a room but the man said he had to charge me $355 dollars! I know for a fact that checkout is at 11am and it is not possible that suddenly they had a free room. I took the room in any event under the impression that they would not take my money when the manager would come back since we already paid for our room I just wanted to SLEEP! So finally we had our room for another $355. The room that they gave me was a room that the air conditioner was broken no one informed me that we had no air. They probably would have denied the fact that they were aware the air was broken but the technician arrived at 9AM and they called and woke me up to ask me to let him in twice! After that they called me at 10:30 to tell me that I would need to check out in a half an hour when the night before I specifically told the man 2 nights not to mention that it was written in my book-it order. They hassled us for awhile to checkout when I finally told the book-it customer service rep to call them and tell them that it was for 2 nights and fax them the reservation. On top of it all the disrespectful, dishonest, arrogant, obnoxious (to put it nicely) manager Jennifer told me the next day that she would discount my extra $355 for my troubles. After I demanded that she take off the charges, after many huffs and puffs from her she finally took off the extra charges and said if i had any further problems that I should contact book-it.com. The staff in this place is incompetent and rude. In the middle of dealing with our issues they would step out on the porch of the hotel and smoke cigarettes and talk on their cell phones. In their advertisements they said that they have a spa/bar/restaurant/ fitness coaches when at the least they don't even have Internet. They do however have parking if you like paying on top of all their charges another 25 dollars a day.  This "vacation" was not worth a dime for all the troubles that I have had with these people. I am so furious this place even exists. There customer service is non existent, their manager is a woman who shouldn't be even working because instead of dealing with problems that her paying customers have she would rather have a cigarette break with her co-workers. I am so disappointed someone should pay me for coming to this place because I think they have given me gray hairs. The upside to this place is that it is beautiful. So if you don't care being treated like a dog go for it, but their are so many other beautiful choices on south beach that actually care about their customers!