The Gates Hotel South Beach – a DoubleTree by Hilton

"As a diamond member still here..... 3 nights.... Your view of loyalty needs help..... No breakfast for diamond.... Even though there is a restaurant on site that you can book rooms with breakfast included.... And you can charge to your room but they claim is not part of their establishment.... Oh wait!!! You do get $30 per day credit..... But you can not use it unless you want $8 11 oz coconut waters or $10 bud light cans from the tiny gift shop to the left of the check in counter...... Shame on you Hilton!!!! U can't even reward us with this credit at your own bar????? Uncalled for.... Unprofessional.... Get a grip.... Will never return to this establishment. You give Hilton resorts a horrible name! Very bad service In reply to your response below..... Please save the ink as I'm far from the first one to complain about this situation..... If your using it as a "learning experience" you must be in remedial learning because you are very slow to implement any changes"

"Initially, it was a pleasant experience until the water shut off for the entire hotel. No use of the showers, sinks, or toilets starting at 1030 am until later in the night on Superbowl Sunday. The resolve was to hand out 16 oz water bottles to rinse with. Initially, we were given one for each of us which is completely laughable. The toilets in the lobby and by the pool were absolutely disgusting by the afternoon but to be expected when people diverted from using their own, nonfunctioning, toilets. Honestly, the lack of communication, lack of plan or guest reassurance, and only offering a bar credit for our troubles is what is most frustrating. I think you have to expect your guests will demand a refund when your hotel is lacking basic amenities for the majority of the day."

"The hotel and room were pleasant enough with a few minor maintenance issues. One of the closet doors didn't open properly and the window shades were a bit rough around the edges and hard to operate. The big problem when the water to the entire hotel was shut off for most of a day. Apparently it was unexpected and they kept blaming the City and saying they expected it to be back on in an hour or 90 minutes. It actually took more than six hours to come back on. Other than one email to the person who had registered the room there was no effort to inform guests of any problems. No signs, no note under the door. Bottles of water were given out at the desk if you knew to ask for them but there were always a dozen people waiting at the desk. There was no offer of a free drink or a discount at the restaurant or any other type of accommodation for a major inconvenience. Accidents happen but be honest with your guests and do what you can to make it right."

"Front desk staff was great and main lobby was very nice. Other than that the rest of the experience was less than impressive . Bathroom floors were sticky, sheets seems to be dirty with small stains and found a couple hairs. Room smelt bad. Open our window to find a nice wall view covered on cobwebs and spiders that let zero sunlight in at any point of the day, so we just kept the blinds closed. Felt like a dungeon in the room at all times. And lost all water pressure the final day so had to leave the hotel with no shower."

"Room was small & outdated but generally pretty clean. Bed was comfortable & shower large & good pressure. Valet service was great, gentlemen were quick to retrieve & friendly. I was traveling alone & enjoyed sitting at the lobby bar for wine & some food at night. The bartender was top notch! Friendly & my wine glass was full!"