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What blew me away about this property was the location & service by the concierge/front desk agent, Mr. Michael Evans. I have worked in the luxury hotel business for almost six years, and Mr. Evans truly delivered superior service during my visit. I first dealt with him on the phone about a week before my stay, Mr. Evans notated all of the specific room details I needed during my trip and assured me he would handle it. Upon arrival, Mr. Evans greeted me and referenced our phone conversation ¿¿¿ he went over all of the hotel's services & amenities and walked me to my room. During my stay, Mr. Evans recommended me an efficient shuttle service and cab driver, he also sent me to an eclectic bar/lounge called, Broken Shaker which was amazing, and he made a reservation at the Sanctuary's sister property, The Gale ¿¿¿ which was also an awesome property. Again, I thank him and the Sanctuary for providing me with great service during my stay. I hope his supervisor's are able to read this and commend him on a job well done!

I booked this hotel 7 days prior to my arrival. When I arrived at the hotel I was told the hotel was overbooked and there was no room for me and my friend. When we turned up around 1pm we were told the room wasn¿¿¿t ready but we could return at 3pm and we would be given our room. At 3pm, the lady on the front desk told us that the hotel was overbooked and there was no room for us. We were shocked ¿¿¿ how could the hotel have accepted our booking and now tell us there is no room? How did they not know this 2 hours previously? She had no explanation only that this had happened to others also. She then offered us a room at the Bentley Hotel, the sister hotel in Miami beach. What could we do? We had no choice only to accept the sister hotel. However, when we advised her that we had just paid $35 for 24 hour valet parking across the street and we expected the hotel to at least cover this expense she said they could not do this but she would talk to the valet. She spoke with the valet and he said they had to charge $15. Again, we explained to the lady that we had been highly inconvenienced and we expected the hotel to cover this cost but she said she was powerless and could not do anything. Eventually we were tired of arguing and went to the Bentley Hotel which seemed like a nice hotel. We stayed one night without issue until I returned home and saw that the hotel had charged a $95 charge to my credit card which I had not authorised. I called the hotel and asked what the charge was for. The gentleman on the reception desk said it was for the minibar. We used three items from the minibar ¿¿¿ Pringles, Kit Kat and Oreos. How does this add up to $95? He put me in touch with the housekeeping manager and she told me that there were two books ¿¿¿missing¿¿¿ from the minibar and we were charged the cost of these books. I explained to her that I never saw the books, was not aware of their existence and certainly did not remove the books from the room. She continued saying that the books were missing. I take the accusation that I removed something from the room without paying for it very seriously and explained to her that I did not take the books and it is not my problem that they are missing but I am not covering the cost. In the end, she said she would credit the charge to my account. That was Monday, March 18th and my account has still not been credited to date. I ended up getting my credit card provider to dispute the charge. I travel the world for business and I have never experienced such shockingly bad customer service from a hotel. I am shocked that a hotel in the US cannot honour a booking made 7 days prior. However, I am always reasonable and would understand if there was a system error and it was a once off. What I can¿¿¿t forgive is that there was no acknowledgement by the staff that this is highly abnormal and further, the unwillingness to provide any concession not least to cover the cost of an expense incurred because we thought we were staying at that hotel. Also, I felt I was being accused of lying when I explained to the housekeeping manager that we did not see books never mind remove them from the room, I have never been so angry to be accused of this. I wrote to the General Manager who sent a prompt reply apologising and said he would look into it. He has not responded to me since and this was in March. I would never recommend either hotel to anyone. It was stressful and the service appalling.

This hotel has great intentions, but could use another 200k in renovations....Fix up bubbling walls, water damage, plumbing, new doors/keys, lighting, install a bigger pool....Here's how I feel about my stay:STAFF: Can't complain about the staff. The girl who checked us in was very friendly and those we met in the hall were also very sweet.HOTEL ROOM- Room 208: Major work is needed. The theme for this hotel is great, however, it needs major renovations to get it to a point where it will actually feel zen-like...still far from that! Their major miss is attention to detail! 1) The key to the room door is an actual key. Not a huge problem, but would be nice to modernize it a bit.... We only got 1 actual key... we needed 2.2) The door opens outward. I have an issue with this as I'm always nervous staying at hotels and like to put a chair under the door handle. Also, there is no secondary safety lock on the inside of the door..... don't like that.3) Sofa and chairs in the suite were all stained with wet sandy butts. The sofa had a rip in the fabric, the stools were sticky and the single chairs were really dirty.4) Ceiling in the living area and bedroom had a huge water stain on it....doesn't look clean, you know.5) The bathroom needs attention. First of all, they did a poor job of cleaning the sink and floors. The sink would not drain as hair and tissue paper were stuck in it. The floors were full of black hair from the cleaning lady....especially behind the door. The door of the bathroom has a frosted glass effect, but it looked like water or moisture got between the door and created these large bubbles of water.... looks cheap. The toilet is one of those energy efficient toilets that you need to hold down until it flushes, but you have to flush at least 4 times to make sure the paper and your business has fully been flushed. More water damage around the based of the shower. The rain shower is nice, but they should have a real shower head as well as the water pressure isn't strong enough to get all the shampoo and conditioner out of your hair.The mirror above the sink has wooden shelving around it. Again... 2 shelves were missing and the wood is so old and the paint is chipping..... not clean looking.The balcony is nice to have, but when it has no access to sun or a view, it's kind of pointless. We were starring at the wall of the next hotel and the plants surrounding us blocked the sun, so whats the point of a balcony? If I had control of this hotel, I'd extend upwards.....a view would have been nice.The lighting in this room is horrible. They put a full length mirror right outside the bathroom, but with no light above the mirror or close to any window, so it's super hard to see properly... POOL: They should not consider this a pool. It is a large hot tub....literally. You can sit up in it, but forget even standing...it's too shallow. This is extremely misleading.... and I was not impressed.BREAKFAST: They serve complimentary breakfast, but the assortment is so basic and small consisting of bread and cereal. We opted to go to a resto instead.LOCATION: If you don't mind walking a few blocks, the location is pretty good. Not too far from the beach and very close to lincoln road mall.DETAILS: This is the only hotel that ever charged me to hold my luggage for me before the room is ready for check-in. They charged us 1$ per bag. Seriously? Okay it's just 1$, but it should be free....especially for a "4 star".Now.... I might stay there again if they lowered the nightly rates to a price reflective of a 2.5 star, but only if others hotels were not available. Out of the 3 I stayed at on south beach, this is my least favourite. The theme is great, but the execution and details needs to reflect it properly!

Really chill hotel with huge rooms and good amenities. Everyone at the front desk was super nice. Especially Sasha, she's a rockstar! Would definitely stay here again when I'm back in the South Beach area.

We came for a recent vacation and thought this hotel was great. Excellent location, clean, modern, and very affordable! The location was what we loved the most besides the fact that it was very clean. We were in walking distance of Everything! Which was perfect because nobody wants to constantly have to spend money on cab fare. The only downfall was the weather, it was rainy for the first day during our stay. Which has absolutely nothing to do with the hotel. If you're coming to South Beach and want to spend less, but feel like you spent so much more come here. And Sasha at the front was also very nice and accommodating. Especially considering how much we kept asking for towels, but constant showers is a must in the humid South Beach weather.