Holiday Inn Miami-Doral Area by IHG — Hotel in Doral

my sister and I stayed at this property from Friday through Sunday and this has been by far the worst experience we’ve had with an IHG property. To begin with, we originally booked a King suite with a balcony. Upon arrival, the young man at the front desk advised us that there was a plumbing issue in the room we booked so they had to downgrade us to a regular king room, i was very understanding. He said our room rate would go down for both nights and promised a price of $137 per night and he would grant us complimentary 3pm check out. The next morning i realized my card was swiped at this property TWICE for the same charges. They over charged me $600. I brought this issue to the lady at the front desk, she was very polite and tried her best to fix the issue for me. They acknowledged their mistake and returned the money back to my account but of course, banks take 3-7 business days to return the money and at that point, it ruined our trip because they took money we counted on for our trip. I asked to speak to the manager on duty, a lady called loraine if i’m not mistaken. She was not helpful whatsoever. Basically said she can’t do anything about it and i’d have to wait the 7 days, never even apologized for their mistakes. It was very frustrating to have to deal with a “manager” like her. Very unprofessional and did not meet the IHG customer service standards. On Sunday morning at 5am, my sister got back to the hotel from an overnight shift at the hospital, only to wait one whole hour sitting in the lobby waiting for a front desk agent to show up in the front to give her a room key. Sunday was our check out day and at 12pm the house keeping lady came into the room and said if we weren’t members we could not stay until 3pm. I advised her to check our reservation because the young man front the front desk promised us a 3pm check out to make up for their mistake in downgrading my room. She proceeded to let the front desk girl know and she called our room. She said we had be out the room by 2pm. We rushed to pick up our things and checked out. During my check out, she gave me a receipt where the room rates were $240 each night. I asked her why if i was granted a lower rate for the inconvenience. She said there was no manager on duty and she didn’t know what to do so i would have to wait for Monday to call and try to speak to a manager and see what they can do about the situation, she also said “ohhhhh you did have a late check out.... do you want me to grant it?” at this point my things are already in the car so what is the point in that? I told her it was too late and explained my frustrations to her. NO ONE seemed to care about the guest experience or satisfaction. Truly disappointing. None of my issues throughout the stay were resolved. Worst hotel experience i’ve had by far and to top it off, The extra money they charged my card, was never returned to my bank. It does not show up in my transactions and my bank does not see a reversal yet no one could help resolve this issue when they made this mistake in the first place. Not even a general manager on duty? no one in the entire hotel could help...

This has been the worst experience I have ever had! I drove 5 hours to this Hotel to stay with my children for my son’s birthday. My husband is a Diamond Elite member and stays in plenty Hotels. I have never had an issue with Holiday Inns until this one. The front desk lady Catalina was so rude and sarcastic. When I go to check in I stand behind one person to wait, I get called and I think it’s to check me in and she goes what do you need? I said I have to check in so she goes ok give me one moment. So I do like I was doing originally, wait! Then I assume she’s done with the other guests but they were already guests there they were just talking about other things not even checking in. So she calls me again and tells me ok give me your information so I do then she tells me ok you have to wait. I was already waiting 10 minutes and told me I had to wait 10 more minutes. Again she wasn’t checking anyone in and the lobby was empty just the guests that were just standing there talking about whatever it was they were. My children were all in the car in the front entrance tired and needing to use the bathrooms. My four year old had to take her meds for her skin condition and I explained all this to her. I usually get checked in and keys handed to me no issues. More than 10 minutes pass by and I tell her, mam can I just have my room keys my kids are in the car and she tells me ok well take them out im doing something else. I didn’t want to to take them out and all our stuff in case something wasn’t right in the system. So I called my husband and he ended up leaving his hotel by his job site to come and figure out what the problem was when he already had called in and left everything ready. She was super rude to him too and very sarcastic. To be up front, the face of the hotel when you first come in she’s definitely not welcoming or trained properly in customer service. Then finally when we get checked in, our room keys do not work so we had to come down multiple times to change them. There were no towels in the pool area so I ask front desk and they tell me they should be by the pool. A guest that was at the pool gave me two she wasn’t using so my kids shared it. There was never ice in the ice machines front desk told my 15 year old son to go to the bar and get ice. When I was checking out there were no carts available to put my belongings in. They told my child to go to every floor until he finds one and still no carts were found. So I called front desk to see if anyone can bring one up to me and they told me they might be all occupied or for me to go to every floor to find one. I got angry and told them I will not and they need to send someone. The girl in front desk told me sorry and she was sending someone. At the end of it no one showed up and I had to leave. So we had to just carry everything the best we could. Also the rooms were super tiny and we had wanted one with a pullout couch and told my husband he would get one but never did. So we asked for a cot and they never provided us with one. It was the worst stay!! Everyone was so rude. Never will I stay...

My recent experience at Holiday Inn Miami-Doral Area left much to be desired. From the moment I arrived, it became evident that there were significant issues with quality, communication and maintenance.

Firstly, upon my arrival, I was shocked to discover that the room I had reserved was not available. (2 Double Queen Bed Room) This inconvenience was exacerbated by the fact that I was only notified of this after completing the check-in process and going to the room. The front desk advised me that the room was not available and I was being “upgraded” to a suite. (1 King Bed Room)

Upon inspection of the “upgraded” room, the condition of the furniture in the room was far from acceptable. I encountered rusting of the lamps fixtures, smoke detector sprinklers,the shower head with horrible built up soap scum and other metals in the room, peeling of wood from the entertainment center, and closet doors in the room and an overall sticky and humid feel to the room, which made me question the cleanliness and upkeep of the establishment. Much of the furniture appeared to be worn and past its use. For a brand like Holiday Inn, known for its standards of comfort and quality, this was deeply disappointing.

In addition to the furniture issues, I encountered technical problems during my stay. The phone in the room was not functioning, rendering it impossible to contact the front desk or other hotel services easily. I only discovered this by attempting to use the phone to contact the front desk and realized it was not even plugged in. Once plugged in, the phone still did not function. Outside of an inconvenience, I find it to be a grave safely concern. Furthermore, the outlets in the bed frame were out of order, making it inconvenient to charge electronic devices so we had to search around the room for the working outlets.

Additionally, the thin walls of the room provided little insulation from external noise. Throughout my stay, I could hear every room door slam, conversations from neighboring guests, and other disturbances from the hallway. This lack of soundproofing greatly impacted my ability to rest and relax, further detracting from the overall experience.

Lastly, reached out to the third-party travel agency through which I had booked my reservation to address these issues. Despite expressing my dissatisfaction and the numerous problems encountered during my stay, I was offered only a meager 20% refund as compensation. This inadequate response only added to my frustration and disappointment. I believe that such a minimal refund does not adequately reflect the extent of the inconvenience and discomfort experienced during my stay.

In conclusion, I regret to say that I cannot recommend Holiday Inn Miami-Doral Area based on my recent experience. I hope that this feedback is taken seriously into consideration for...