First let me start with the good. The hotel is in a fantastic location, particularly if you are going to be there for the New Year's celebration. Period.

Now for the bad. Small rooms, bad service, unattentive management, noisy... you get the point. My wife and I stayed here in March of '09 and had a pretty bad experience. Staff kept waking us up as they yelled at each other across the hallway at 7 or 8am. They sounded like they were in our rooms having a conversation while we were trying to sleep because the walls are so thin. At night, you can't sleep either because the club downstairs pumps music so hard that your nightstand will vibrate. Other than the fact that it was in a good location, we did not enjoy our time there, at all. We let management know and they offered us a complimentary night stay if we chose to return. It was so bad that i didn't really even want to take him up on the offer, so at first, I declined. However, since I was in a bind looking for a hotel in a good location for New Year's eve, I figured, what the heck. Maybe now that they know they screwed up the first time, they will treat us much better the second time. Plus, it's one night for free and hotel prices were pretty high... I should have just spent the money somewhere else. Most of the things that annoyed me about this hotel were still prevalent. This time, I went with my wife and two friends. On New Year's Eve, my friend got assautled by two guys... TWO!!!! in the bathroom stall. He got pushed out of the bathroom and in self defense, he punched both guys in the face and knocked them both to the floor. The bouncers at the hotel quickly jumped on my friend, without asking any questions and proceeded to beat him sensless and pound and kick him while he was on the ground, giving him a black eye, bloody mouth, busted lip, swollen back of the ear and bruised ribs. Then they kicked him out of the hotel and wouldn't let him back in. Eventually he got back into his room. When he woke up the next morning we went down to management and told them what happened and then we called the police and filed a police report. The hotel has cameras which should have caught everything on film. Management did ABSOLUTELY NOTHING ABOUT THIS!!!! NOTHING... To this day (26 days later) my friend still has pain when he moves a certain way because of the bruised ribs. NOTHING!!! After checking out our last day, I checked the bags in because our flight didn't leave till later. When I returned to the hotel, I gave the baggage handler a ticket and he got my bags out of a room. Instead of taking it out to the cab for us, he just walked away after they were all out. I proceeded to pick up the bags on my own. When I reached down to pick one up by the floor, I sliced my finger open on one of the metal baseboards by the baggage room entrance. This is a baseboard that should be attached firmly to the wall, instead it was sticking out and it cut me so deep that I was still bleeding when I got back home to Miami. I went to the front desk and asked them for a first aid kit because I had cut my hand on the baseboard but they didn't have anything to give me. The guy actually would have been ok if I had just walked away because after he said he didn't have anything he just kind of sat there. I looked at him and said, "I'm bleeding all over your counter because i cut my hand on your property. Get me something to put on this!" That's when he walked to the back and came back with some alcohol and gauze. No manager came to say anything and again, nothing was done. There were other little things that were very annoying, such as concierge recommendations being way off, bags going to the wrong room, etc... but I don't want to be here all day. Bottom line is, I gave them a second chance after our first terrible experience and you'd think they would have paid extra special attention to making sure that things went well for us, so theoretically, they were on their best behavior. But instead of making it up to us, it turned out to be a disaster. Some things are just not worth the trouble and frankly, after our two terrible experiences here, I wouldn't go back even if they offered me a month for free. Great location though... maybe I'll stay at the W next time.