Villa Casa Casuarina At The Former Versace Mansion

Casa Villa was a horrible horrible stay. Hotel restaurant good job it was great! We did not receive the services or amenities they presented. When we first arrived at the Casa Villa we were stopped with our luggage at the gate accosted as though we were vagrants coming in ofc the street. It wasn’t until we were greeted at the door by the concierge that they left us alone. After being checked in as VIPs, they escorted us to our room never offering to carry our luggage. After we walked through the dining area carrying our bags I almost fell going up the spiral stair case to our room. The room was located right above the kitchen and part of the main dining room, it was very loud and as soon as you walked in you could feel the heat settling in the air. My spouse turned the air conditioner down to 69 in the hopes that it would cool the interior while we stepped out for an day of shopping. After an day spent out in the Miami sun we came back to our room to find our luggage moved and the room still rather uncomfortably hot. My spouse decided to cool off in the jetted tub, which we found the jets did not work. We called to the front desk and asked if we could speak with someone about the air. The girl at the front desk informed us that they would be sending someone up to look at our air conditioner. They sent a kind gentleman that did not speak or understand English (not a problem except we couldn’t explain to him what was going on). Finally after 30 minutes of gestures and Spanglish he left smiling. We called back down to the front desk and let her know the issue was still not resolved and asked to please speak with a manager. She informed us the manager was out of country for vacation and no one there to help. They sent another person that could speak Spanish. After about 20 minutes the gentleman and another young lady came to look at the problem. While on the phone with someone who insisted the tub didn’t have jets even though we were all looking at them and that the air conditioning in the room couldn’t keep up with temperature outside. The young lady told us that if we could close off the bathroom to possibly cool the room however we spent over 900 on the room we were put in and felt the issues should be resolved. The gentleman gestured to some kind of temperature gage he had held directly over the air vent showing the output was 69 degrees even though the thermostat read 83 degrees in the room. We were at this point running behind on our reservation for dinner at the hotel restaurant by the famous Versace Pool. So we called the front desk yet again and let her know what was going on and that it still wasn’t cooling. After an exceptional dinner with fantastic service, the manager at the restaurant had done a great job. We stepped out for cocktails at some local bars and when we came back we arrived to a stifling room thermostat and air reading and feeling 82 degrees. My spouse yet again now went down to the front desk and asked to speak with the manager again who was still not available. At this point the girl at the front came with my spouse and some assistant to escort us to another suite of rooms. Yet again. We carried our luggage through the crowded dining room up three flights of stairs to another room. The lady told my husband she was surprised that we were staying in that room that we were originally in. She said we always have problems with the air on hot days. As soon as we opened the doors to the new room we were greeted by fresh cool air. We thanked the girl from the front and set our luggage down and settled into our room at 11pm at night. Why did it take this long to get moved to a different room or why was we put in the room with the horrible AC? Also why is no one in charge to help me??? After a long day of unbearable heat from both the Miami streets and the sauna they called “the mosaic room”. We decided to watch some tv however the tv in the new room was not working. At this point is was to late in the evening to concern ourselves with that issue we chose to just sleep. After waking early we went down to the dining area to have our breakfast. We were served very well and informed if we would like to swim the pool was ready for us. We quickly changed and went down to the famous pool. It was disgusting to say the least after getting in we were greeted by a rubber glove floating around, a copious amount of bird feathers, human hair and a complementary menu from the restaurant. The pool was more like swimming in a decorative fountain. Skso they had told us with our stay included in the price we would be receiving a free lunch voucher ( this never happened or was ever offered upon arrival). After all this uncomfortable dissatisfaction and lack of service from hotel staff we yet again asked for the mangers contact information. The girl at the front desk took our information and told us they would be in touch by no later than Monday when the manager was back in town. Which by this point I had already call customer service 3 times and left my phone number numerous times because the manager never called. I called her until I finally got her. She acted put out and said she was never out of the country. Well where the heck have you been?? Finally in touch with the manager, she was all apologies and let us know that room has notoriously had issues keeping up with the heat. Said she was going to take it off the market to do some repairs on the air, jetted tub and tv. Why they would put us in a room they knew it has problems is beyond me. She would offer me a discount to come back is what we could offer me is all. I told her I will dispute the charge. Couple days later She then said she would be happy to give us 180.00 back for all our inconvenience. This after she’ll responding to my dispute. The dinner we had was over 400.00 dollars, the room was over 1000 dollars and we didn’t even receive the amenities a best western could can offer. No functioning air, no tv, a dirty pool, Jett’s not working in the tub and had to carry our own luggage. We spent over 1,000.00 on an experience not even worth 200.00 dollars. False advertising as a luxury resort and false claims of 5 star customer service. Their business license should be under review. If they want to be a restaurant fantastic but do not advertise as a luxury hotel until you can provide luxury service. If you have any further questions please direct your attention to the many unsatisfactory reviews on both google and yelp. Read less

As a Miami resident, I was familiar with the “Versace Mansion” as a little girl and remember wanting to live there upon seeing it for the first time: little did I know this was Gianni Versace’s home. I reserved two nights to celebrate my birthday there last summer. My expectations were exceeded. Not only is the villa a gorgeous home, the maintenance and upgrades to the hotel really showcase the efforts on behalf of the owners who truly give you a sense of luxury but make you feel welcome. Given it is a former residence, I almost felt like an intruder but that staff and their service really give you that sense of belonging and comfort. I’ve never been to a hotel with such a friendly staff (I’ve stayed at 5-star resorts multiple times). The service was out of this world and I absolutely felt luxe in “deluxe.” I’d highly recommend this hotel to anyone looking for a change of scenery. Read less

Our stay at the Versace mansion was a dream! Every aspect of our stay was remarkable. The grounds are stunning and the rooms are luxurious. The bed was so comfortable and the shower room was something out of a dream. The breakfast that is included in the stay was so tasty and having it poolside in the calm of the morning was perfection. Our stay here truly was an all-around 5-star experience. If you’re in search of a stay that offers opulence, majesty, and beauty look no further. Read less

The hotel is iconic, the food is good. The first night I sleep well and it was peaceful. However the second night I had to call the staff due to noise that was actually being made by hotel staff. Shortly after I had to call again. Over the evening I had made 9 calls in total to the staff where the eventually just stopped picking up the phone. The noise was obnoxiously loud and in no way a normal situation as far as employees of a hotel doing their regular jobs all throughout the night. I’ve stayed at countless high end hotels and this was a first. The following day after several phone calls to the front requesting to speak with a manager I finally got in touch with her. I offered audio and video recording that I had taken to document the situation. She said that she would investigate and get back with me about what she could do. Long story short she offered me a upgrade if I paid the rate Of almost $1,000 a night. At this point. My tab was around $3500 with room charges etc. the manager basically just stopped responding and has not reached out to me to rectify the situation. USE CAUTION IF YOU ARE CONSIDERING BOOKING A ROOM HERE! Read less