Dua Miami, Autograph Collection

While the hotel is beautiful and in a great location, we had an unfortunate experience with the service received, particularly upon check-in. Upon checking in, our room was not ready - we had hoped it would be since we are Marriott members, but it was not unexpected or problematic that the room was not ready yet, and we were told it would be shortly. However, we then ended up waiting 3+ hours for our room, all while managing our infant who would have benefitted from a nap in a quiet/dark place after our travels into town. Upon mentioning this to the manager, we were not met with a professional, courteous, or sympathetic response, and eventually received an insulting offer of a worthless number of points for our troubles. This was a disappointing response to anyone's concerns, let alone Marriott members with a baby who had to wait until late afternoon to enter the hotel room, and the experience put a damper on the start of a celebratory weekend with family.