Hotel Continental Miami Beach - Tapestry Collection by Hilton

I’d like to begin by highlighting the positives: the front desk staff was truly wonderful—welcoming, helpful, and professional. The room itself was adequate, and the food served in the restaurant was excellent. However, I did experience a few issues that I feel should be brought to your attention. First, the service at breakfast left much to be desired. On both mornings that I dined in, the breakfast staff appeared inattentive. Not once during either meal did a server check in to see if I needed anything. I had to flag someone down each time to request basics like water, butter, and even my check. On my first morning, I received a complimentary refill of coffee, (which is standard in most establishments), However, on the second morning, I was told that refills were not complimentary and that I would need to pay for another cup. That inconsistency was surprising and somewhat off-putting. Additionally, I waited 25 minutes after finishing my meal for the check. It wasn’t until I physically stood up to leave that someone approached me. I’m not sure if this is due to new (or understaffed) personnel, but I do believe some customer service training for the dining staff—particularly during breakfast hours—would be beneficial. My second concern relates to housekeeping. I was informed that rooms are serviced every other day, which I understood and accepted, as a lot of hotels now have the same policy . . My room was scheduled for service on Saturday, May 31st. When I returned from a walk that day, I noticed the trash had been emptied, but that was virtually the only thing done. The bed had not been made, the bathroom had not been cleaned, and no new bath mat or facecloths were provided—only one bath towel was replaced. I had placed used bath, face cloth and bathmat neatly on the floor, and I had also cleared the bed entirely to make it easy for the staff to service the room. When I reported this to the front desk, the staff member was courteous and asked whether anything had been left on the bed that might have prevented housekeeping from making it. I explained that the bed had been completely cleared. He assured me he would pass my feedback along to management and quickly arranged for a new bath mat and facecloth to be brought to my room, which I appreciated. Overall, while the rate for my stay was reasonable—especially given the location in Miami—however, I did expect a higher standard of service from the Hilton brand. I hope this feedback is helpful and leads to improvements in guest experience moving forward . (I also relayed this experience to Hilton when I received a guest survey , and I have yet to get a response follow up from them )

The staff here is so amazing. Julian and Eric and Franco all made this trip for us so so enjoyable and worry-free. They exceeded my expectations of customer service and went above and beyond in making sure we were more than comfortable. Thank you to them!!

This was an incredible stay! My girlfriend and I loved how close everything was to the hotel, the staff is super helpful and inviting! The bikes were so much and the beach being right across the street was a cherry on top! Clean hotel, very comfortable bed, Leyla was incredible hostess!