Candlewood Suites Miami Exec Airport - Kendall by IHG — Hotel in Goulds

Beautiful rooms, but customer service ruined the experience!

We stayed from Saturday, August 9th to Sunday, August 10th for my brother’s Sunday afternoon wedding (just 15 minutes away). We booked 2 rooms and were very impressed upon arrival—spacious, clean, and had everything we needed.

When I booked over the phone, I specifically requested a late checkout of 1:30 PM for both rooms since the wedding started at 2:00 PM. The representative was very polite, said there was no problem, added it to my reservation, and when I asked about late checkout fees, she told me there would be no extra charge because I’m a valued Hilton Honors member. When we checked in around 7:00 PM, the front desk lady confirmed our late checkout and said everything was set (she was great).

The next morning, our relaxing wedding-day prep turned into chaos. At 10:00 AM, a man called insisting we had to check out by 11:00 AM. I explained the agreement, and after reading the notes, he admitted we had late checkout—but claimed the manager had only approved 1:00 PM (not 1:30). We were never told this! We hang up and literally 5 min later he called again saying it was approved for only one room and we had to move all belongings from room 521 into room 518—meaning my parents and their things would have to be moved into our already full room with 2 adults and 2 children. I explained why we were there and how hectic our morning was and how hard it was for us to do what they wanted.

It got worse. I received 2 more calls from the front desk from a very rude woman demanding the luggage be moved immediately. When I told her we couldn’t move anything, as we were in the middle of getting ready for the wedding she said that if we wanted to keep both rooms until 1:00 PM—and for them not to “take it further”—they would have to charge me an extra $75. THAT WAS IT! They wanted money. I said, “YES, charge the card but please stop calling me.”

This could have been easily avoided if they had told me from the start there was a fee. Instead, we were harassed on what should have been a joyful, special morning for our family. The rooms themselves were excellent, but the customer service from the two individuals working the front desk on Sunday morning was zero stars.

If you have a normal reservation, you’ll probably enjoy your stay. But if you need any special arrangements at this...

I booked this room due to the proximity to our wedding venue. Upon arrival, I was initially greeted by 2 female staff members who were courteous - no complaints there. Once I entered my room, I was immediately greeted with obvious property neglect. The sink wasn't clean, the refrigerator had leakage of something red, the walls dripped of some oil substance - this was in the room and the bathroom. The trash can was the smallest can dollar tree sells, and it was hidden behind the toilet. The bathroom had 2 towels one wash cloth, and the tub was very dated. The drapes had several noticeable large stains which could be seen by standing by the door, and the lamp shade had several dark stains that appeared to be old blood, though management stated, over the phone, that he was sure it was paint.

Anthony agreed to allow me to only stay the one night because of the lack of vacancies in the area. He also allowed staff to bring us cleaning supplies to clean the room. Though grueling, we managed to clean the room enough to stay the night. We live 4 hours away and had a wedding to attend in less than 9 hours so leaving wasn't a viable option.

I was advised by Anthony, the manager, that the rooms condition was due, in part, because it is an extended stay and guest usually stay for long periods of time. That fact I didn't know, which was on me. Lesson: never again will I stay at this property, or a property managed by them. My decision to book here caused my daughter to not rest at all. I was given many reasons as to why the room was so unkempt, but no real attempts were made to rectify the issue other than telling me I could leave.

In addition, I left to go and get more cleaning supplies about 9 p.m. and when I returned 30 minutes later there was no parking on site. Another guest and I had to drive up the street t park, which was scary for a...

My girlfriend's mother reserved 2 rooms, one for her, and one for my girlfriend and myself, for a family funeral in town, and this was by far the worst hotel experience my girlfriend, and I have had. My mother's room was filthy (we noticed several cockroaches before requesting to change rooms), and the next room wasn't much better, there were some stains on the bathroom walls, as well as chipping paint on the bathtub, which, is overall a minor complaint compared to the service.

We did not have room service bring us fresh towels (which, may be understandable due to COVID), instead we had to bring the towels back, and they give fresh ones, and the issue with the roaches seemed to be of little concern to them. They have offered points on my girlfriend's mother's IHG rewards program, however, they state that the manager was not in to give the points, and should be able to do so tomorrow (I'm skeptical).

The hotel does offer some amenities to customers, the Candlewood pantry was useful (it's essentially a small store that sells various food items and toiletries, along with complementary fruit). There is a pool offered as well, which we decided not to swim in it, as it looked like it hadn't been cleaned, as well as not offering any towels for the pool.

The good: The candlewood pantry When the rooms are clean, they are acceptable Beds?

The bad: When the rooms are dirty, they are FILTHY Roaches Dirty Pool Towels (again somewhat understandable due to COVID) Service

Overall, we picked this hotel for it's proximity to the funeral home, as well as it being pet friendly. If you are looking for a decent hotel, as well as one that is pet friendly, it is recommended you steer clear of this one, and opt...