My Husban had stayed not long ago at the Biltmore Hotel in NC (now i know that they are not the SAME), since it was such a lovely stayed there he decided to get a 2 night package to surprise me, on or wedding night. It was a great surprise until the very next day.

He Also received a letter where it said that we had the option to choose from 3 different restaurant, which included the Palm D'Or among others. As it turns out that restaurant (which was one of the main reasons that he booked this) was CLOSED. And so was the Caribbean restaurant...so we only had the Italian Restaurant Open, basically we didn't have a choice like it was offered in the package. Apparently Palm D'Or it closes Sundays and Mondays, no one made us aware of that. (our 1st night was a Saturday at like 4 am, after the wedding, so it was sunday already)
My only question was Why didn't anyone tell us anything? not over the phone, not via e-mail, and obviously not on the letter ( which i can scan and send to you if necessary).
I went ahead and called the OPERATOR which put me through the Concierge department there I spoke to Mrs. Claudia Benavides...Mrs Benavides had the most horrendous attitude I have ever gotten in a hotel. Is this your Concierge service? This is suppose to be "Historic Biltmore Hotel of Coral Gables"...
The call pretty much when like this...Mrs. Benavides: so what do you want me to do? i can't do anything, if it's closed it's closed, i can't do anything...i don't understand, WHAT DO YOU WANT ME TO DO???? (and this was NOT in a friendly tone). All we wanted was something to compensate the fact that we couldn't eat at the French restaurant.
After i spoke to Mrs. Benavides we had no desire to stay there any longer so we went ahead and checked out of there as soon as we could. This is not the way to treat anyone! I have no idea if she got a training or not for this job, but for sure you need to train her again. There was NO Manager at the time (6:30 pm) so we couldn't speak to him.

I called and left a message, No one called me back...they sent me an e-mail (how personal) offering 50% on my next booking...and 20% off for the sunday brunch!
My next booking? is this a joke!?

This wast by far the worst stayed at any hotel that I've ever been in.