Best Western Plus Miami Executive Airport Hotel & Suites — Hotel in Goulds

The service was poor. Prior to my flight I received a call requesting a credit card to reserve my reservation. To which I alerted the hotel that I had already provided one to reserve the room. We were told at that time that they needed it again to charge for 1 night. I explained that there was already a charge pending to my account for it. I provided the car again to the hotel. When we finally arrived I engaged the front desk to request the shuttle pick up. The front desk personnel asked what airport were we located I told her the main one she goes well if you are at the International airport our shuttle does not travel that far. Long story short my husband and I paid to have a Lfyt assist us. Upon our arrival to the hotel the front staff requested that we pay for the remainder of our stay to ensure that they are paid and we didnt back out of the reservation. At that point I grew frustrated and said excuse me why again am i paying for a stay i have yet to complete. The front desk said because we are all booked and we have had instances where "people " have not paid or changed their mind and we lost out on getting to fill the room. At that point I felt like we were being discriminated against and decided to engage Sr. Leadership. We ended up not speaking or seeing the manager until Monday since we arrived on a Saturday. We requested to speak by phone and were advised that she doesn't work on the weekend. Eventually we got settled Into the room and I realized I had forgot my toiletry and sanitary items. I remembered from staying at another BW in another state they had complimentary items. I sent my husband downstairs to request sanitary items and he was told by the replacement staff that the hotel doesn't have such items. My husband tried to explain to her that in your bathroom there is a bold sign that saids " forgot something..." check with the front desk as they may be able to aid with. The next day sunday we went back down stairs with new staff and was given the complimentary sanitary items I needed to tie me over until I could get to a store. On Monday we got the opportunity to speak with a manager about the huge training opportunity and to explain our experience and how as a customer we felt there were missed opportunities to provide exceptional service and most importantly how we felt like we were discriminated against. The manager was kind and did take time to listen to which she offered an apology. The one thing I did not care for was the offering of a discount and complimentary beverage for the trouble. As a leader myself that is not my preference. While those things are greatly appreciated what are you going to do about the experience to ensure it doesn't happen to other customers coming out of town like "us" Overall we were not compensated for the travel cost we endured using Lfyt and Uber as requested. But later on witnessed on more than one occasion the company shuttle leaving to transport other travelers to destinations where in no resturaunt was near our location. For a first time experience in Miami this is a total let down. I only made the reservation based on my great experience at the same BW plus in New Jersey. I figured I would have the same experience but was sadly disappointed. Even more from the feeling of discrimination- that's disgusting! I will NEVER stay at their hotel EVER AGAIN!! I fully intend on sharing my thoughts with as many people as possible to ensure this treatment is...

Everything seemed nice at first, but it all fell apart quickly. Our room was good enough, except for a dirty fitted sheet on the bed. It was probably just stained, and had been washed, but it was pretty bad. Otherwise, the room was fairly clean, though it needed some work. I decided that I would just go ask for a new sheet, and went downstairs to do so. I hate inconveniencing employees anywhere unless they've gone out of their way to be awful to me. I just went down there, and asked for a clean fitted sheet for the bed. She asked what size, and I said I think king, but wasn't sure, but told her which room I was in. She came back with a comforter and a mattress cover, saying she didn't know which sheet I meant. Well, neither of those are sheets. I explained to her it was the bottom sheet, hoping that would work. She returned with what seemed like could be right, I took it upstairs, and it was actually a mattress cover (they apparently use two different mattress covers). So, back downstairs to get a fitted sheet; she managed to figure out what that is (I was starting to wonder if I was crazy), and handed me one after waiting another 5-10 minutes while she searched. Got upstairs, and it was for maybe a full, and the bed was a king. So, back downstairs. She says "that was the only one we have, you want me to move you into a different room?" Fine. She does, and the new room smells like smoke and needs more maintenance than the last. Through all of that, even though I don't know how she got through life not knowing the different types of sheets, I don't blame her. She had a name tag that said she is a trainee, and she seemed to be the only one there. It's another case of a business not being willing to pay enough to get decent workers, and then leaving those that are incompetent in charge. It is clear they aren't doing much to maintain their hotel, and they aren't investing in staff, which is either an owner or a manager issue, and not something that will be fixed without turnover of the right people.

Here are my typical details: Comparison to others in chain: Worse Internet: 57/22, decent, but may not have been stable Breakfast: Missed it (it ends early), but free Room: Standard layout, sink very cracked, bare minimum towel supply, poor bathroom lighting, bad maintenance Cleanliness: Overall okay, but dirty sheet Bed: Very uncomfortable, springy Bedding: Thin Shower: No door, low pressure, sprays everywhere, towels very small Hard water: No HVAC: First room - very loud; second room - much better, but low fan actually means off, wouldn’t start or stop when it should Location: Average, near secondary airport Noise: Average Staff: Not good Cost/value: At least it wasn't terribly expensive Would...

I do not recommend staying at this Best Western location. Instead, look into the other Best Western Plus in Kendall. I have stayed at both locations but this one is so much worse. It was so bad that I had to cut my stay short and go somewhere else. We stayed in a King Suite, their highest priced room per night. I am also a BW rewards member. The room door did not secure properly. A/C in the room was inadequate. The unit did not properly cool the large room and left us uncomfortable and sleepless. The shower design leaves you with a bathroom floor FULL of water. There's no way around it. It's so bad that the bathroom door has visible water damage and black mold. The room smelled like feet (same as in another review). We had to buy air fresheners to tolerate the smell in the room. The room furniture and design is very dated. I imagine there hasn't been an update in more that 10 years. The desk was literally falling apart. The chest of drawers was leveled using folded cardboard but the drawers would still roll out and not close properly. They did not clean the room after the first night. Housekeeping tried to blame us for leaving out the privacy sign. We had left the room around 10am and DID NOT leave the sign outside the door. They offered to clean the room when we returned in the evening but we were not interested in waiting. They refreshed our towels. The breakfast (when compared to the other BW location 15 minutes away) was terrible. The hot food was cold and the selection was not appetizing. The scrambled eggs were the powdered type. The hard boiled eggs were sitting in green colored slime. The hashbrowns were cooked hard and were inedible. The sausages were completely burned. The list goes on. They might as well not offer wifi, it's spotty, and slow. There seemed to be a homeless man that was wandering the lobby and elevators. The location of the hotel itself is in the middle of a commercial area. There is nothing within walking distance to do or eat. The worthwhile restaurants are at least a 15 minute drive, longer with Miami traffic. The "restaurants" that are closer are either food trucks or local dive bars.

I would never stay here again. The rate was a little cheaper than the other Best Western Plus in Kendall but I would gladly pay more to stay somewhere else.

The only positive thing I can say about this particular hotel is the bar. They have a little bar that's open every night from 5pm-10pm. The bartender is nice and the prices are very fair for Miami. They have rotating specials on drinks that seem too good to be true. I did enjoy their mojitos on mojito night, the mint was fresh and the drink was...