The Elser Hotel Miami - An All-Suite Hotel

Franklyn Brincat1/5 · 2026-06

Extremely disappointing experience at what is marketed as a premium property. We booked a One Bedroom Bay View apartment specifically because it included a washer and dryer, as we had just disembarked from a cruise and needed to do laundry before boarding another cruise the following day. Shortly after checking in, we discovered the dryer was not working. What followed was over two hours of frustration. We repeatedly contacted Concierge, Guest Services and Reception and were repeatedly told that someone from Engineering would arrive within 15 minutes. No one ever did. After nearly two hours, a manager finally informed us that the hotel was already aware the dryer was broken and that we would need to change rooms. In other words, the hotel was aware of the issue before our arrival, knowingly checked us into a room with a defective amenity, failed to disclose it, and then wasted more than two hours of our stay giving us false assurances that someone was coming to fix it. To make matters worse, the assistant manager we dealt with had a dismissive attitude throughout the interaction. I later emailed a formal complaint regarding the experience and never received any response. To make matters worse, we had already unpacked and started laundry. We were eventually moved to a studio, a downgrade from the one bedroom apartment we had booked and paid for. No assistance was offered with the move, and by the time everything was resolved, around two and a half hours of our one-night stay had been lost. The cleanliness was also below expectations, with visible dirt around the laundry area and hair left in the bathroom. The issue was never the broken dryer. Things break. The issue was the lack of transparency, poor communication, wasted time and the complete failure to take ownership of the situation. Having travelled extensively and stayed in hotels around the world, this was one of the most poorly handled service recoveries I have experienced. Unfortunately, I would not stay here again.

G M2/5 · 2026-08

Really wanted to love this place but the lack of customer service and stress that this hotel caused me deserves 2 stars. My flight was delayed for 10 hours and I called the hotel and informed them that I will still be coming. I was past my check in time (4pm). I booked through Iprefer (whom they are partners with) and they (Elser hotel) cancelled my reservation as a no show and blamed iprefer for it. They (Elser hotel) still charged me ($400 deposit+ $138) for the cancelled reservation and when I was visibly distressed the front desk did not care. I understand they may not know all the details but at least call management and try to figure out what is going on before shrugging your shoulders and saying “I don’t know”. I made a new reservation out of desperation and sleep deprivation. They charged me more than my previous reservation ~$760 (still charged me for the night before) for a total of 3 nights (I’m currently staying Friday morning 08/27-08/30 (leaving Sunday morning). They didn’t offer a better room or discount. Absolutely nothing. Useless. The room is nice but dirty. I typically clean hotel rooms I stay in since I don’t trust housekeeping due to their limited supplies and demand (I don’t blame the staff just hotel). But this place is nasty. They clean every other day (confirmed by front desk upon check in)😂. I found hairs in the shower and sink. Fingerprints all over the kitchen supplies and countertops. I have a balcony and you can tell they don’t clean because I couldn’t see well through the dusted accommodated doors. The washer smells like mold so my trick is to wash one of their towels first with the 1 load of detergent they provide you with. Then wash your clothes with your own detergent. There’s a Publix, target, Aldi etc within walking distance. Also keep in mind you have limited supplies in the kitchen (pots/pans) even through there’s a stove/oven in the room. I wouldn’t recommend this place. I 10000% know there are wayyyy better options out there. Save your money and please go somewhere else cause this ain’t it. ✌️

Iliana Renteria3/5 · 2026-05

This hotel is overrated. The rooms are spacious and accommodating, however everything is FILTHY. The large balcony window was so dirty it was impossible to see through properly, the snacks on top of the kitchen counter had dust accumulated on them. The couch was overly stained and it was supposed to be beige but looked more like a khaki color. All the edges all around the room had dust accumulation as well. There was not a single full length mirror in the entire room. It would have been perfect had everything been clean. The elevator system was absolutely nuts. Each ride took at least 10-15 of wait for an elevator. The location is convenient depending on your needs. The staff is wonderful. Didn’t visit many areas of the hotel because it was very loud and overwhelming everywhere you went. No complaints were made because I don’t like to waste my time asking for what I already payed for.

Benny Huang1/5 · 2026-10

Very Disappointing Experience – Not Worth the Price Our stay at The Elser Hotel Miami was very disappointing. The room was not clean, and we even found cockroaches, which is completely unacceptable for a hotel at this price point. Another major issue was the ventilation system. The air vent was positioned directly in front of the bed, blowing air straight at our faces throughout the night while we were trying to sleep. It was extremely uncomfortable and made it difficult to enjoy a restful night's sleep. On top of these issues, the hotel charged a very high amenities fee that was not clearly disclosed in writing beforehand. We were not properly informed of this charge and were simply billed for it, which felt misleading and unfair. For a hotel charging these prices, we expected clean rooms, comfortable sleeping conditions, and transparent pricing. Unfortunately, the experience fell far below our expectations. I would not recommend this hotel. Management needs to improve room cleanliness, address the uncomfortable ventilation placement, and clearly disclose all mandatory fees before guests book or check in.

Irma Morales5/5 · 2026-09

We had a great stay! Everything from valet to check-in and check-out was smooth, and the staff was always friendly and helpful. Having a 3-bedroom, 3-bathroom space was perfect for our group. It was super comfortable, very clean, and the view was amazing! Another big plus was being able to enjoy the pool area before check-in and after check-out while they held our luggage. That made our travel days so much easier. The location is also great, right across from Bayside Marketplace and within walking distance of so much. Overall, we really enjoyed our stay and would definitely stay here again!

Aryelle Ellison1/5 · 2026-09

TERRIBLE AND UNHELPFUL STAFF *please read I honestly do not understand how this hotel has a 4.5-star rating based on the experience my family and I had. We booked The Elser because we were coming off a 7-day cruise and had driven 12 hours to Miami, so after getting off the ship at 8 AM, my mom wanted somewhere comfortable to rest before heading home. We specifically chose this hotel because of the rating and expected a certain level of service. Before arriving, I called about early check-in and was told there was a possibility our room could be ready around 9–10 AM. We arrived around 10:30 AM and were told the room could take another hour because it needed to be cleaned. We were told we would receive a text when it was ready, so we went to eat and came back around 1 PM. When we returned, there were several people checking into their rooms and receiving key cards, even though regular check-in wasn’t until 4 PM. When my mom asked why other guests were being checked in while we had been waiting for hours without an update, the front desk employee was extremely short and dismissive and told us our room was simply taking longer to clean. Thankfully, another employee eventually helped us, but even then, we weren’t properly told what floor we were on or how to use the elevator. You have to scan your key card on a separate tablet inside the elevator and select your floor, which no one explained to us. When I asked what floor we were on, I was actually told floor 4 when our room was on floor 40. We had to figure everything out ourselves, and then waited about 20 minutes for the bellhop to return with our luggage. Once we finally got to the room, it was spacious and clean, so I will give credit where it’s due. However, we had to use the pull-out sofa since there were three of us, and that was another disaster. We couldn’t properly open it because of a large wooden piece blocking the bed, so we called housekeeping for help. The employee came up with one small sheet, one pillow, and a worn, torn-looking blanket. The mattress was so thin and uncomfortable that it honestly felt like sleeping on cardboard. We called again because it was obvious the bed was missing proper bedding and padding. Two employees came back, and the employee who initially helped us seemed irritated that we were asking for more padding and was rolling his eyes. The other employee eventually explained that he had forgotten the actual blankets for the pull-out bed and had given us an inadequate blanket instead. He apologized, which I appreciated, but we shouldn’t have had to repeatedly call just to receive basic bedding. To top everything off, the towel holder came loose and fell off the wall, and there were other fixtures that looked old and rusty. What bothered me most wasn’t that things went wrong because things happen. It was the way everything was handled. The staff was consistently short, dismissive, and not very helpful, and we constantly had to ask questions that should have been explained to us. We booked this hotel specifically so my mom could rest after a long trip, and instead we spent hours dealing with check-in issues, waiting for our room and luggage, figuring out the elevator, and repeatedly calling housekeeping. The Elser may have a beautiful property and spacious rooms, but a nice building does not make up for poor customer service and a lack of attention to detail. For a hotel with a 4.5-star rating, we expected MUCH better. The room was nice, but the experience was not. I would not stay here again or recommend it to anyone looking for a comfortable and stress-free stay.