Staybridge Suites Miami Doral Area by IHG — Hotel in Doral

Stay Aug 4-11

This location was chosen because we try to always book within IHG due to great past experiences. The reviews were ok, and the original price was nice. Well don't let any of that fool you.

Check-In

From the very beginning it was awful and only got worse. We chose to stay the full 7 days booked only because we hoped it would get better, also after the first night of hassle and stress to find an alternate location that was convenient and within our preferred budget. After landing we attempted to check in online while picking up car rental just to find out for some reason the reservation had been cancelled, called the location and a very rude staff Aa also stated the same. We rebooked online for the same room type 1bdrm with living area. Upon arrival we were not acknowledged for 10min by a clerk sitting in the waiting area playing on her phone, Aa. When she finally came to the desk, we were advised we had 2 reservations, but we would have to stay in a queen studio, then told a clerk would call the next morning once a 1bdrm was clean and available. We were also informed there would be a $5.00 per night parking fee due up front in full.

Stay

Day one - we stayed in a queen suite, during inspection we noticed the tub was dirty with scum and hair and it smelled like smoke and pets. Overall, the room was not very tidy, dust, trash, scum, stains. Not wanting to waste time with the clerk we called customer service trying to find nearby locations to rebook and voice concerns, but they were of no assistance stated they would rely our issues to the clerk at the location who would call us, but she never did. We went downstairs after waiting about an hour and she was doing the same thing she was when we arrived sitting in a waiting area, feet kicked up on an ottoman and playing on her phone, we just left to eat. We returned inspected bed, removed comforter and slept in our clothes on top of the sheets.

Day two - we woke up early waited until 12p for a clerk to change rooms. We went to front desk to find it empty, but the clerk was outside on his phone smoking. He finished his cigarette a couple minutes later and came in. He informed us he had no knowledge of the issue and if we checked out now (after 12p) we would be charged for the night. Not wanting to waste money, we chose to stay, he switched us to original room selection and stated a manager should be at the property later in the day and can assist, but usually doesn't come when expected. We returned to the room to find a couple roaches in the kitchen and living room area, thankfully not near our bags. We quickly went to new assigned room only to find it missing the living room tv, needed towels, stained sheets, dirty kitchenware put away as if clean and no turn table in the microwave. We immediately reported all issues including bugs to the clerk who stated the last person must have stolen tv. TV was replaced about an hour later, linens about 2 hours and never was able to use the microwave after reporting several times during the week stay.

Day three - called early that morning to speak with a manager who happened to be the clerk on duty. Before leaving we spoke with RE the manager who was somewhat helpful after we advised we may checkout before 12p. He addressed the cleaning issues and stated they were “short staffed” but would come by if needed. We had already purchased products and cleaned ourselves the first day in the room. Concerning the bugs in the first room he stated the property has been having a “bad infestation issue” causing them to spray on almost a weekly basis. He stated he would compensate a night of stay and refund parking since it was not stated during original booking. Later when we returned, we requested paper towel, bath towels and toilet tissue. We were advised by the previous unnamed male clerk there were no paper towels or tissue available because clerk Aa had been stealing it causing her to now be fired. There were a few napkins in the main dining area we opted for those. Towels and one roll of tissue were provided later that night.

Day four-six – not really eventful most of same issues

Day seven – morning of check out received fresh towels and a roll of paper towel (first since requested) and tissue

Check-Out

There was a clerk I had never seen he assisted and was nice, there something was wrong with the computers they were freezing up so it was taking a very long time. He finally told me the total for the stay I paid but then he couldn’t print receipt which worried me due to all the other issues. He stated he could email it when the system was able to be rebooted. Rushing to catch my flight I had to trust it, I did receive it a couple hours later with correct charges.

Overall

I purposely waited to write the review when I was no longer upset to share my most authentic experience. It could have been nice but there is a lot of work needed at this location, I WOULD NOT stay or advise any to stay there. Save the stress and go somewhere else.

They have daily breakfast, mostly eggs, toast, muffins, or bacon. During the week (M-W) there are social events at specified times but as we were passing through the line was very long and there were complaints they were already out of food 20mins into start time.

The property is “shared” with a sister hotel, pool and outside seating was always full of people most smoking and with pets. Parking is a joke nothing near door and its dimly lit. Also staff seem to be split between the two.

I have also noticed most IHG are no longer recognizing loyal members. Games and gift used to always be available to members upon arrival but I guess that’s...

Property facilities are exceptional.

There were issues.

First issue. The web site state’s complementary parking and airport shuttle available. To me ‘complementary’ means without additional cost or ‘free’. I accepted that without expanding the information. When expanded it states parking is $5 per day. Is the actual cost shown? Yes it is when expanded. but I think using the word complementary leads a guest to believe that there isn’t an additional cost for parking.

Second issue: receptionists. One was eating food while at the front desk and was having a personal telephone conversation. The second, who checked me in, acted as if she could care less. While she did provide information about the hotel her attitude was like I really don’t want to be here and acted like I was interrupting her from doing what she wanted to do.

Both individuals were dressed in very casual clothing and did not have name tags. Essentially there was nothing that identified them as employees of this IHG property.

The front desk did not infrom us of the additional security measure of having to scan your key card in the elevator to have the elevator become active.

This additional security measure is a good thing.

It would have been nice to know that a guest has to scan the key card to activate the elevator. If another guest hadn’t helped us we would have thought the elevator was out of service.

Third issue: the ice maker in our refrigerator did not work. When notified the front desk sent maintenance. Evidently there was a water filtration issue in many of the refrigerators and the ice making function was not available in many rooms. (In my opinion if this was a known issue the front desk should have made us aware and let us know where and how to get ice when we checked in)

The maintenance person, Nomar, did not speak English. However we were able to work through the language issue.

Nomar did everything possible to solve the problem. In fact he took the refrigerator ice tray and filled it completely with ice. It was obvious that he cared and did everything to ‘make things right’.

If the rest of the staff had been as helpful as Nomar the stay would have been pleasant.

The room was clean and pleasant. However the mattress was extremely uncomfortable.

Breakfast was good.

Bottom line. The facilities at this Staybridge were excellent. The check in experience was more than disappointing. It was terrible.

In my opinion The front desk individuals who were on duty when I checked in need to additional training. At a minimum employees need to wear name tags.

The info concerning parking should be changed to state that onsite parking is available and costs $5 day. Parking is NOT Complimentary.

Thankfully I have stayed at other Staybridge properties and know that this Staybridge is not a typical Staybridge property.

I would not recommend this property. I will not stay in this Staybridge...

Anyone who has flown or traveled recently knows what a nightmare it has been with flight delays, cancellations, etc. we had originally booked a room at the Holiday Inn next door to this but because our flights had been delayed and rescheduled, we were unable to keep the reservation as it was saved. I simply asked to modify it just a little bit to account for the change in our flight schedule. I was advised by some nameless response on booking.com that they essentially did not care about my situation and refused to change my reservation despite them having rooms available for me, my husband and our 3 kids. We left San Juan, Puerto Rico late Wednesday the 29th and landed in Miami on Thursday June 30th. After realizing Holiday Inn wasn’t going to accommodate our needs (despite them verbally confirming they had the capability to) I called Staybridge suites and spoke with Zakiyah who advised they had a suite available for my family and could check us in immediately with a very small early check in fee. We UBER’d there, she treated us with kindness, let us know about the free breakfast and gave us our room keys. We were so relieved. Slept so good. We had a MINOR issue with the sink and bathtub. I spoke with Demi who immediately sent someone to address the issue AND she also gave directions and advice on places we could find the essential items and fun items we needed to finish our vacation. Not knowing the area was stressful for us and they were super helpful. In addition, they offered a discount on the room since they weren’t able to switch us rooms due to high demand for rooms. The beds were cozy, breakfast was delicious , the staff was AMAZING All around. During checkout I spoke with Daniel who simultaneously was answering phones, checking guests in and out, all while maintaining a smile and kindness the entire time.-despite some guests not really deserving his kindness. Due to check out time (which was super flexible anyway) and another flight delay, I requested to leave our bags at the hotel while we went and explored Miami a bit. Without hesitation, he helped us secure our bags somewhere safe and gave directive on how to obtain our bags when we returned because he would be gone at that time. We left, came back and were lucky enough to speak with Demi again. She gave us our bags, let us relax on the property until our UBER came, and continued to be absolutely compassionate and hospitable. We visit lots of hotels and to be honest, while this was not the plan we had for our last days of vacation, Zakiyah, Demi, Daniel (and the amazing kitchen staff) saved us from a travel nightmare that could have ruined the entire end of our trip. THIS is the kind of customer service and staff standards that every hotel should have. Wish I could give more than 5 stars! I hope all read this and know how grateful my family and I...