DoubleTree by Hilton Miami Airport

My husband and I stayed at this hotel pre-cruise for 2 nights. It was great. Everyone was so friendly and helpful. The room was spacious, clean and we had a view of the pool. The breakfast was good as well, don't know the lady that made the omelets, but they were good. Had my favorite coffee shop in the hotel, Starbucks (LOL). Mr. Alex with Luxury Group Miami (LGM) at the Concierge desk made sure we got to the cruise terminal and was there to pick us up after we got back to get us to the airport. If you are looking for a good place to stay during your visit, this is the place. At least it is for us. Read less

Quick Summary: This property has the potential for a good stay, but that potential was spoiled by staff that seem overworked and lacking in the areas of customer care and satisfaction. I might stay there again for convenience, but I would lower my expectations around staff interactions, so I’d be less disappointed. Detailed Summary: My not-so-great experience began at check-in. For some reason, the Front Desk Clerk kept referring to me as “Boss” instead of using my name. Interestingly, on another visit to the Front Desk later that night, I noticed him referring to other guests by their last names and then referring to me as “Boss” again when I got to the counter. I found that to be disrespectful and even sarcastic. However, I did not address this with him. When I got to my room, I wanted to order room service. I then discovered that neither of the two phones in the room had a dial tone. I used my mobile phone to call the hotel to report on the issue and to order my meal. However, each of the five times that I dialed, the call rang for about a minute, was picked up, and immediately disconnected. I eventually called the Hilton reservations line to see if they could connect me to the hotel. They suggested that I go to the Front Desk instead. So, I went down to the lobby and spoke to the same person who checked me in. When I mentioned the fact that no one was answering calls to the Front Desk, he told me that there were only two people on staff and that, “sometimes we get busy”. He then promised to have someone come to my room to address the phone issue, but no one came. The issue was somehow resolved overnight. As for the food service order, the Front Desk agent told me it was best to walk across the lobby to the hotel restaurant and order. There, I encountered another staffer who seemed stressed, overworked, and somewhat unpleasant. After ordering a burger and cranberry juice, she argued that she could not guarantee the burger would be cooked medium rare as I requested. She also placed two uncovered cups of juice in front of me to carry to my room. I had to ask for covers (which she didn’t have) and a carrying tray. The Valet Parking process also had an issue. On Day 2, I could not find a Valet phone number on my ticket, so I called the Operator, and she gave me an extension number. I called the number twice, but it just rang out. I then called the Front Desk and asked them to have my car brought around. The Clerk seemed hesitant but said she would let the Valet team know. About 10 minutes later, I went down to the Valet area, but they were unaware of a request to bring my car around. When I said I tried to call directly, the Valet agent basically accused me of lying because, “we don’t have a phone down here”. While trying to explain that the Operator had given me an extension, he cut me off and said I should just come down and ask for my car when I want to go out. Housekeeping was another challenge during my stay. On Day 2, I declined housekeeping services since I arrived late the night before and slept in that morning. The next day, I was up and out early. When I returned to my room in the afternoon, I noticed that it had not been serviced. I called the Front Desk and requested a cleaning. The Front Desk assured me that it would be done. I left again and returned that night to see that the room had still not been cleaned. I checked out on Day 4, never having had my room serviced during my stay. Read less

I stayed at the DoubleTree by Hilton Convention Center in Miami for four nights, costing $700. Unfortunately, my experience was ruined due to the loss of my iPad. After checking out, I realized I left my iPad in the room. The next day, I returned, and security escorted me to the room, which had already been cleaned but hadn’t been assigned to a new guest. My iPad was nowhere to be found. I used “Find My iPad,” which confirmed its last location was at the hotel. I informed the staff, but they said it wasn’t in the room or “Lost and Found.” Since no guest had checked in after me, I can only conclude that staff, likely the cleaning team, accessed my device. I’m a loyal Hilton member, and I expected better from a brand like this. Losing a $1,000 iPad is bad enough, but the hotel’s indifference and lack of responsibility were even worse. I no longer feel safe or confident staying at Hilton properties. Guests deserve security and accountability, especially at a hotel in this price range. I urge anyone staying here to be extra careful with their belongings. Hilton needs to do better to ensure guest trust and safety. Read less

Nice start but poor end to our stay. We arrived early and the front desk clerk was exceptionally sweet and friendly and funny. She said due to my member status we could check in early at no fee. The room itself is dated and could definitely benefit from some touch up grout work in the bathroom for sure. The floor in the entryway was not swept but the rest of the room seemed clean. The remote control had a glob of something clear on it that I cleaned off with my Clorox wipes. Ok, then in the middle of the night I use the bathroom and am greeted by a cockroach on the sink counter. I’m thinking it’s not that big of a deal- bugs exist and I’ll let the desk know tomorrow so they can be aware. I kill the bug and then go back to sleep. Then my husband gets up at 5am and I tell him about the cockroach and he says he just saw one go under the fridge, too. Now I’m a little grossed out because of the various instances adding up. He returns the rental car and comes back and we go to breakfast at about 6:15am. He says he stopped by the front desk and verified we had prepaid for the breakfast. I asked if he told them about the cockroaches and he said no. I veered off to tell the front desk about seeing the bugs and no one was at the desk although I could hear people talking in the side room. I waited a few minutes then started pacing a bit and then did the “excuse me, please” leaning into where I heard the voices. A woman comes out and I told her my room had cockroaches. She said “oh, ok. Well, housekeeping isn’t here until 9 and if you want another room you’ll have to wait until someone checks out and it’s going to be very busy today …” I interrupted her to tell her I didn’t need another room but I wanted to let her know about the bugs so she could note it to be taken care of later. I told her I didn’t think housekeeping was going to catch the bugs - it was something that needs to be addressed higher up. Long story short her answer was not what I expected at all- I didn’t see her make any notes, she didn’t seem surprised at all, she didn’t look up my info to see I was checking out today, she made no offer to assist with changing rooms but put it all on me if I wanted to come back later and wait until someone checked out? I asked for someone else to talk to (there was another person in the side room) and I could hear that person say “what’s going on?” but didn’t come out. I spoke loudly and said “a customer wants to talk to you”. She came out and said “I’m off the clock, what do you need?” I told her also bout the cockroaches and she seemed somewhat more surprised and asked the other girl if she noted it or if we wanted to change rooms. At this point the other woman gets on the computer and I finally say that I did not expect this response. I told them I expected an acknowledgement of the issue and an “I’m so sorry to hear that, here’s what we’ll do- make a note and make sure housekeeping knows. Would you like to change rooms?” Because at this point based on both their reactions I can only assume they are notified of cockroaches frequently. Neither ever said anything remotely sympathetic or even “I apologize - Miami does have lots of bugs and sometimes they get in the rooms but I assure you we appreciate you letting us know and we’ll make sure the room is cleaned” and neither had looked up my info to see I was leaving in a few hours anyway. Completely unnecessarily made things worse by making me feel like I needed to come back down and check to see if a room would be available between the people going to be checking out and in. Read less