Pestana Group - accommodation in Miami

We love, love, love Loews Miami. We visit 2-3 times a year and almost always stay at the Loews. Sometimes with the kids, most times without. Location is fantastic. You can walk everywhere. The pool is great. The pool, bars and coffee shop staff are great, most of the time. Unfortunately, two things have happened recently that really PISSED ME OFF! Customer service is obviously not as important as it used to be. As loyal, repeat customers, it's nice to feel like you're "at home" when you're traveling. But Loews really showed how much they just don't care on our last visit. I've re-written this review three times trying to describe what's happened, but it doesn't matter. We left feeling like we weren't valued guests. I'm not the kind of guest who wants a free stay because a towel had a hair on it. But it would have been nice to hear more than, sorry, or to have a bunch of people call and say, we'd like to talk to you about this -- and then say, sorry.