Nautilus Sonesta Miami Beach

The Nautilus Hotel is beautiful and has a very nice beach area. However, their customer service was terrible. When I arrived at 11 (for an 11 check-in), a lady working the desk rudely interrupted the man checking us in and said there were no day rooms and I could have a refund if I’d like, with no explanation, no apology, and no other options. When I told her that I booked (and paid for) this room well in advance as my flight was not until nighttime she said there was nothing she could do as housekeeping said there are no rooms and she walked away. I continued to explain that we had nowhere else to go and already paid for a room. Eventually a manager came over and assigned us a different room, again with no apologies, cutting into our only 6 hour stay with them. The second elevator was broken so there were long lines for the only working elevator at all times to get to and from your room. When we went to the beach to use the loungers (reservation said all hotel amenities included), they had no record of us at the hotel and it took even more of our time to convince them to allow us to use the loungers. The beach loungers did not include the umbrella which was unfortunate as the other hotels we stayed at nearby included both. And to end our stay on a sour note, when we went back to our room to shower and change (one hour before our check-out time), the keys no longer worked and it took two employees to get us back into our room with the only explanation being “we were supposed to check out that morning” although we only checked in that morning and check-out wasn’t until 5 p.m. Again, not one apology for so much of our trip being wasted. The only reason for two stars is that the hotel was very nice, the management not so much.

Everything was perfect. No hassle check in. $35 parking not $49. Pool is out of service but we came for beach so the umbrellas were free. Great food service and food was fresh. We will do it again.

I am a travel agent, and I have always wanted to see the Nautilus hotel. On November 24th, I disembarked from a cruise at 8 AM and had to wait until 8:45 PM for my flight, so it would be an excellent opportunity to visit the hotel and enjoy its facilities on a perfect beach day. My surprise was that upon arrival, the entire pool area was under renovation or maintenance, and I had no opportunity to enjoy anything since the beach is not to my liking. I hope that in future occasions, there can be a warning that the hotel is undergoing maintenance to avoid unpleasant surprises that ruin your day.

Got off a cruise ship and needed a place to spend the day until our late flight. Room was clean. Pool was great place to relax. Beach was pretty. Great location to walk around and explore. Would use again.