DoubleTree by Hilton Miami Doral — Hotel in Doral

UPDATE: I did want to add that the Assistant Manager Freddy Gonzalez did reach out to me. He decided to comp all of the food charges on my bill which was a very nice gesture, but i wanted to make it crystal clear that the charges and them not giving me my food/beverage credits were never the problem. The problem stemmed from someone at his hotel fraudulently charging my card after giving me a receipt that said $0.00. I believe by the end of our conversation he actually understood my complaint. I’m thankful he took the time to hear me out and offered a solution. Because of this, i do plan on giving this hotel another try when i am in Miami again.

I would have given this hotel 5 stars based on the food and the room. However, i feel that fraud was attempted in this establishment and i can not let it go unmentioned! I am Diamond member, which means i stay in Hilton hotels quite frequently. I was supposed to get either, a $15 credit in the restaurant for myself and one guest (so that would have been $30/night), or the hotel could have given me complimentary breakfast. I went to breakfast each day of my stay. Each day the host/hostess checked their list and saw my name AND room number on the list. When i finished breakfast, i was presented with a bill that read 0.00. I would then add gratuity and put that as my total for breakfast. When i checked out, my invoice showed that i was not only charged full price for breakfast EVERYDAY, but i was also charged full price for all of my dinners i had at the hotel! Now i assumed i was paying full price for the dinners because i know i can get either credit or complementary breakfast by being a diamond member, but to be charged full price for breakfast when i was presented AND signed a receipt that showed 0.00 balance is ABSOLUTELY UNACCEPTABLE AND FRAUDULENT! I immediately called the hotel and asked for an explanation and the quality service rep said there was some kind of error and that they do not offer free breakfast they offer the credit instead. If that were the case, why was my name on the list everyday and why was i given a receipt with a 0.00 balance for 4 days in a row??? My other question is how can the hotel go back and charge my card even after i didn’t authorize such charge??? It’s FRAUD and this Doubletree is a HORRIBLE representation of the the Hilton brand! Had i not checked my invoice upon check out this hotel would have stolen over $100 from me! The hotels resolution was to refund back to me $30/night which came out to be $120 and i was supposed to receive a phone call from the general manager, but i have yet to receive a phone call! I called Hilton’s customer service and the response was lackluster and nonchalant in my opinion! I am so disappointed and may have to take my business to another hotel chain that values loyal members and is...

Mr. George Izquierdo, is the epitome of outstanding customer service and I will tell you why. Back in March I had the worst experience visiting Miami, everything did not go as planned which left me stranded without a place to stay. One of my dear friends who lives in Miami got me a hotel last minute. When arrived in the parking lot I knew I was not going to like it, I didn't want to seem ungrateful so I went in hotel and checked out the room with her. She saw my face, the room was awful. I told her thank but I don't feel comfortable staying here. She told me I can stay with her but she has to go back home and clean her house. She asked me to wait at the hotel until she finish cleaning up. She left, I was not going to wait in that hotel. So I waited in my rental car, I remembered that I had my hilton honors points and when I checked it was over 60,000 points. I started looking for vacant hotels because it was already 9pm. I read the reviews for Double Tree by Hilton in Doral and the reviews were all great. I booked a room for 2 nights, with my points it was extremely affordable. After I booked my room from my car in the parking lot, I politely gave back the key to hotel front desk clerk. I got in my rental and I was on my way to Doral. While I was driving to Doral I called my friend and told her thank you, but I can't stay there and I gave back the key to the clerk. I arrived to the Double Tree by Hilton parking lot and it was clean and so I exhaled. But I did t want to get my hopes up until I walk into the lobby. When I walked into the lobby it was so cleaned and smelled so good. Then I saw Mr. Izquierdo face standing at the front desk looking so pleasant and inviting. I walked up to the desk to check in and I immediately started crying. I honestly tried to composed myself but I couldn't. I know it was awkward for them to getting a late guest checking at 10pm and she is crying. The lady at the front desk told me I would be fine and she got me some kleenex and water. Then Mr. Izquierdo look like leave your worries outside because we are going to take care of you now. He gave the infamous Double Tree chocolate chip cookies and bottles of water and said," Let us know if you need anything!" I got my room key and opened my room door and started crying because it was so clean and I knew I would get a good night rest. The late great Dr. Maya Angelou said, "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel."  I will always remember how Mr. Izquierdo made me feel that night and my entire stay, he...

We had a very unfortunate and distressing experience booking this hotel from May 1 to May 5, 2025. The staff, especially the front desk manager, were incredibly unhelpful and showed a complete lack of compassion.

On the morning of May 1st, I received the devastating news that my long-ill father had passed away in India. This came as a complete shock, as I had just spoken with my mother the day before, and she had mentioned he only had the flu. Due to this sudden and heartbreaking loss, I had to cancel all my upcoming travel plans, including our trip to Miami, FL.

Given my emotional state, my wife contacted Priceline, who then reached out to the hotel to request a cancellation. Unfortunately, the hotel staff were extremely rude and unaccommodating. At first, they repeatedly claimed that a manager was not available and that they couldn’t proceed with any cancellations. After several follow-up calls, a staff member finally told my wife that we would need to provide proof of my father's death the very same day.

This response was deeply upsetting. My father had passed away just hours earlier, and to demand a death certificate immediately felt heartless and completely unreasonable. It was as if they suspected we were lying about the situation, which added even more pain to an already overwhelming day. At a time of grief, we expected empathy—but were instead met with coldness and suspicion.

We explained that it would take time to obtain a death certificate, especially considering the situation in India, and that we didn’t want to further burden my grieving mother-in-law. Nonetheless, the hotel refused to cancel our $850 reservation. To make matters worse, at one point a staff member told us to hold for a few minutes but simply put the phone aside. My wife continued speaking, unaware that no one was actually listening—she waited for five minutes with no response. This showed a complete lack of respect and professionalism.

The money we lost could have instead supported travel to India to be with my grieving family. Sadly, I expect that even if we submit documentation in the coming weeks, the hotel will find another excuse to deny the refund, likely citing a “no-show.”

I strongly urge other travelers to consider alternative accommodations in the area. Booking here exposes you to some of the most insensitive and unprofessional hotel staff we’ve encountered. It’s truly disheartening that a renowned brand like Hilton would tolerate this level of customer service. We sincerely hope that action is taken against the front desk manager for their inhumane handling of...