Comfort Suites Miami Airport North — Attraction in Miami Springs

Short version: Internet outage at the hotel basically shut the place down for hours and nobody could check in. No extra effort was made by hotel staff to work around this problem or accommodate the inconvenienced guests. Instead they acted like they didn't care and couldn't be bothered. The loss of internet and thus their system usability wasn't their fault. Their reaction and treatment of customers during this time absolutely was their own choice and it was atrocious. They should be ashamed.

Full version: Our flight into Miami arrived at about 9 AM the day before our cruise departed. In order to avoid the long wait in the lobby for the standard check in time, I reserved and prepaid our room for both the day before and the day of our stay. Quick and easy check in was the name of the game. If only...

Once we arrived at MIA and had our luggage gathered, we called the hotel to have the shuttle sent over for the pick up. We were told to meet the shuttle at a specific location in the arrivals area, 10-20 minute wait they say. No big deal. We make our way over and proceed to stand outside for about 45 minutes waiting for the shuttle to arrive. Bear in mind the hotel is maybe a 10 minute drive away, and that's a stretch. We passed the time by counting how many times other hotel shuttles came and went before ours arrived. The record was 4 times for one particular hotel. Good on them!

Finally our shuttle arrived, and there was much rejoicing. We piled in and made our way to the hotel. The first thing we noticed upon entering the lobby was that it was packed. Sardine cans would be jealous. Some of this crush of humanity was folks waiting for the shuttle to the cruise terminal. This is understandable. The rest, however, were people waiting to be checked in. Not a big deal for us though... after all, we booked an extra day to avoid that nonsense.

I made my way to the counter and let the front desk clerk know we were there to check in. She gave me a sad look and said "Oh, that's too bad. No clean rooms. You'll have to wait." No, no, no says I, we booked our room for 2 days so we could check in immediately. "Sorry!" she says, "Our internet is out and we can't check anybody in. You'll have to wait." She then points vaguely off into the direction of the comically packed lobby with a look of complete indifference. Just business as usual I guess.

So we wade through the sea of flesh and finally find a spot to claim as our own, and there we wait. And wait. And wait some more. No updates from the staff, no free drinks from the bar (it was closed for renovation), no snacks or drinks offered. Finally we just ordered some pizza to be delivered to the lobby. After a 3 hour wait, they finally call my name. Up to the front desk I go and they let me know that they checked into my situation from another location with internet and noticed that I did indeed have a prepaid room booked for two days and it's ready to go and here's my room key. Great! We gather all our luggage and pizza and head on up to our room.

Upon opening the door, two things become immediately apparent. First, they gave us a key to a dirty room. Bed slept in, towels on the bathroom floor, empty vodka bottle in the trash can. Real classy. Second, this was not the room I had reserved. I booked two queens and a sofa bed. This was a single king room. Great work Comfort Suites. Top notch.

Back down to the lobby I go, not amused at all. I inform the front desk clerk of the dirty room they just gave me a key for and that it isn't even the correct room type. She shrugs her shoulders, "Sorry, you'll have to wait then." So we haul all of our stuff back down to the lobby where we wait for another hour and a half until finally, miraculously, they have another set of keys for me. They still aren't able to actually check me in, but they did get the correct room this time.

After all this, having paid for the extra day, I requested a refund. That request was handled just as everything prior, which is to say not at all.

I would give 0...

I stayed here with my wife for one night pre-cruise. I chose this hotel because it promised suites (it's in the hotel name!), inclusive breakfast, and airport and cruise port shuttles.||We booked through Expedia, and the booking confirmation instructed us to call the hotel once at the airport pickup location. This we duly did, to be told that the shuttle had recently left but would be back in 50 (fifty!) minutes. It would appear there is only one shuttle. It arrived in fact 45 minutes later by which time there was a crowd of people waiting to board. We managed to get on but some didn't. The interior had seen better days, with ripped seats and several handwritten sheets of paper stressing the importance of tipping the driver, We should have booked an Uber.||The hotel reception was brusque to the point of rudeness. At first I was told that no booking for me existed, and was I sure I had come to the correct hotel. Then the receptionist demanded (sic) to see my booking confirmation. I eventually dug this up from my emails, and miraculously, my booking was then found. I don't know what happened but arriving after a 9 hour flight, waiting an hour for transport and then being told you don't have a booking is a stress that is not required.||When we eventually made it to our room, we opened the door to find the aircon at full blast, and several flyers from food delivery companies on the floor by the door. We surmised this room had not been checked for some days. The room itself was not a suite. There was no food prep or heating area. There was a two seater couch and a low table next to the bed. The room just looked sad and depressing and I was glad we were there for only one night. Note that no complimentary water was provided.||We then went to find the bar, hoping to have a beer before turning in. There was a small bar area, but no actual bar. There were some vending machines selling microwaveable pre-packaged food, bottles of water, and soft drinks. Our room didn't have a microwave! We called it a night.||The following morning, we went down for breakfast. This had been set up in the same small bar area we had visited the night before and there was simply nowhere near enough seating. People were perching wherever they could and many were eating standing up. The breakfast offerings were so bad I actually found it funny. Orange juice was in fact orange cordial in a large dispenser. Basic cereals were available, of the cornflakes variety. A bin full of bananas provided the only fresh fruit. Hot food came as a bucket of scrambled eggs, which I would say were made from egg concentrate, and next to it was another heap (I use the word advisedly) of grey and slimy patties. On the other side of the cereals was a waffle station. There were two self-serve waffle irons and three waffle batter dispensers, plus oil from a spray bottle, and various syrups. The waffles were the best part of the whole offering. However, everything was eaten off paper plates, with plastic cutlery. The coffee was drip coffee and surprisingly not that awful.||The shuttle to the cruise port was a chargeable extra, at $15 per person, and there were two operating times: 8:30 or 12:30. We had opted for the latter as we were supposed to check-in at 13:00. However, we felt that we did not want to spend any more time than we had to at this hotel and so we elected to take an Uber, which in fact came in at $32 for a much nicer experience.||In summary, we found this hotel offered us neither comfort nor suites and we would definitely look for somewhere...

I don't even know where to begin, I had an overall terrible experience with both of my stays booked this month. My first stay for February 8th was cancelled after I had already verified my reservation the day before with a gentleman on the reservation line (after waiting 10+ minutes on hold). He verified that both of my reservations (02/08/23 & 02/14/23) were confirmed despite an email I had received stating that I needed to update our payment information. He instructed me that if there were any issues to show them the charge on my credit card upon arrival to the hotel and that he would make note on the reservation that he had spoke to me. Imagine my frustration when my family and I landed in Miami to discover that our reservation had been cancelled via email. I called the hotel and they said there was absolutely nothing they could do. I was now left stranded at the airport with my children with no hotel or transportation as I had planned on utilizing the hotel shuttle. I frantically started calling different hotels and was SO BLESSED by the kindness and accommodations offered to my family by Hilton. The front desk arranged for their shuttle to wait for my family and upgraded us to an incredible room free of charge due to the terrible situation your hotel had left my family in. After finding a new hotel room in a fury, I responded to the email I had received from your hotel chain which was from a gentleman by the name of Steven Marin of which I still have never received a response. I attempted to cancel our 2nd reservation (02/14) due to the appalling customer service my family and I had endured but was told I was unable to without being charged. We begrudgingly checked into the hotel on 02/14/23. Upon arrival to hotel that day I asked the front desk attendant to speak to a manager to which I was told was unavailable until Thursday (2 days away). I asked if she could call the manager to which she replied "it is her day off". I asked to speak to Steven Marin (the individual whom the email cancellation was from) and she said "there's nobody by that name" as she rolled her eyes. She offered to cancel our reservation at this time (mind you, it is 5:30 PM and my family has been traveling all day), we decided to stay since we were already there. Upon arrival to our room we were greeted by a squealing air conditioning unit, a filthy bathroom and a broken entertainment center. We immediately went back down stairs and told her we would in fact like to cancel our reservation to which she responded " what's the matter now? That's why I offered to cancel your reservation". So many things went wrong with our reservations and I am absolutely beside myself how things were handled. It has now been more than a week and I have not received a follow up email or a phone call from the manager as promised. I am appalled at the customer service of the front desk staff and the condition of the room. I can assure that my family will not be staying at your hotel chain in the future. I hope that this situation is utilized as a learning opportunity and the individuals mentioned receive some coaching on...