Holiday Inn Miami West - Airport Area by IHG — Hotel in Hialeah Gardens

Very disappointed with my stay. I booked 2 rooms for a business trip, and after check in, we headed to the restaurant for a drink at 10:30pm, but we couldn't find any staff, even though it was supposed to be open until 11pm. We eventually gave up and decided to walk to the Wawa across the street (honestly the only highlight of staying at this location). We call it a night and turn in, and it's at this time that my coworker went to take a shower, but the tub handle was broken and it only ran cold water. It was late, so he just tufted it out and took a cold shower. We had limited time in the morning, so we decided to report the issue when we returned from work. When we got back, and reported the issue, the manager said she would send a maintenance person up right away, and if they couldnt fix it, she would get him a new room. After waiting 30 minutes, my coworker called the desk and said he couldn't wait any longer, he was just going to take his shower cold, and to cancel the maintenance person. The front desk receptionist (Shay?-very sweet girl- she needs to be promoted to manager) immediately tried to find another room (which should have been the first solution given by the manager), but it was late and my coworker needed a shower after our long day at work. We headed back down after we were cleaned up, and my coworker went back to the manager and told her he would just tough out the broken shower, as long as they fixed it before renting it out again. He asked if she could make the inconvenience better and give him some drink vouchers or anything, and I kid you not, she laughed in his face and said "No, I already gave you a solution". She told him he should have reported the shower sooner, and was very rude with her tone. It was at this point where my coworker just asked for a new room so he could be done with it. I also had a very rude experience with the same manager. I told her the heat in my room wouldn't work, and my room was freezing in the morning. She (note that this has been her reaction twice to guests) laughed in my face and says "This is Miami, we don't have heat, I can get you an extra blanket or something..." I was stunned and told her it's okay, I can use the blanket on the second bed. (I keep my house at 68-70 & with fans on, I like things on the colder side), this was very uncomfortably cold while trying to get ready in the morning.

I had booked both rooms with the breakfast add on(not worth it, go to Wawa), and my coworker made it down before me on the first morning. His name was on his room, so he should have been fine right? Well no. The check in lady in the restaurant repeatedly told him he did not have breakfast on his account, and he even gave my name, and they still said no. I came down at the end of this conversation and he pointed to me and told her that I was the one who booked it, and without missing a beat she smiled and waved us into the seating area without a word to/from me. I figured my coworker checked us in. It wasn't til later when I found out how rude he was treated. Okay, now to talk about the rooms. I booked us rooms with balconies since they were the same price and I thought it might be nice to have coffee out there. Definitely a bad choice! The sliding door to the balcony didn't seal properly, so wind gushed by very loudly (probably why my room was so cold). And the only thing keeping it closed was a little drop pin lock (see photos). I should also mention that it was unlocked when I first arrived, and the toilet was nonstop running. I was scared someone was in my room and they had just flushed the toilet and ducked out the patio. But the float valve was stuck and I was able to fix it myself, and I was in the top story, so I quickly reasoned that nobody was in there. The room could have been cleaner (loose hair on the bathroom floor, and it smelled a bit musty), but the sheets seemed fine and I was only going to be there for a few more nights, so I looked past it. Management needs to take a customer service lesson from the Wawa across the street. Corporate should...

I have been living in the Miami/Hialeah area for over 30 years of my life, and it is sad to say, but everything has gone downhill in service, care, and basic details and attention to consumer services. I hate to write negative reviews, but this one truly merits and warrants nothing less. This is by far the worst hotel I have ever stayed at in my life! I called this hotel early on Sep 6, 2024, and asked for a one night stay as I needed to have some sleep and really did not care about anything else. Of course, they only had 1 room left and at the modest price of $150 a night in an area that I know all too well and that should be nowhere near this kind of price range in any instance. Regardless, I decided to go ahead and pay for the stay and take my chance, (what a mistake I had made). The check-in was at 4pm and I made it to the hotel at around 8:30 PM and was exhausted from a long drive. When I gathered my things and went up to the hotel room, I had high hopes seeing as they had put me in one of the top floor suites (room 1001). When I opened the room, I realized that it felt like a sauna. I tried to fix the AC unit various times until I realized that there was no central AC in the room and it was fixed on FAN mode. The whole room had a single moldy air duct vent that was used to pump the air across. I called room service 3-5 times that night and not a single individual had the decency or courtesy to pick up the phone or return my call. The temperature in the room with the fan at the lowest setting (60 degrees) was at best case 78-80 degrees Fahrenheit. The bathroom looked worse than that of a third world country with paint chips falling off, irregular caulking throughout, mold, and strands of hairs scattered. Furthermore, not a single amenity was provided in the room as if the people who stay at this hotel are below or beneath the basic elemental care and attention that all humans are entitled to at any hotel chain. (no toothbrush, no soap, no toothpaste, etc..). Moreover, being on top floor would lead one to believe that you would be exempt from any noises associated from the surrounding area, let alone that of traffic or cars passing by, but this hotel has it all! You could quite literally hear every single car that passed by the road from the top floor suite. The windows/sliding glass doors are not well insulated and allow all sound to come in which drives you even more insane than the heat you are already dealing with while trying to sleep. Not sure how this hotel has passed and complied with county inspections and continues to be up and running. I ultimately laid in the bed and tried to recoup as best I could before getting back on the road. The experience was so awful that I ended up checking out at 5:30am. The representative did not even care to ask me about my stay and how it had gone and I bet he didn't care either, but seeing as there were numerous people in the lobby at that time, I did not feel like it was the place or time for me to say the things that needed to be said and that I had in my mind. As mentioned earlier on, This hotel used to be a humble but attentive one that I had fond memories of (Howard Johnson before transitioning to a Holiday INN) but I would never stay at this hotel again, regardless of whatever I was promised, seeing as being below the bare minimum has become the standard...

I’ll start by saying We booked a stay for over a week at this hotel and at first it seemed fine and comfortable, and the front desk workers are helpful and friendly. However there’s a lot of downsides we experienced over our stay. First of all, every single day we had to get our key card changed because they stopped working everyday, the first time it was understandable, but having to do it 6-8 times in one stay is frustrating. Additionally, the key card completely stopped working for one specific day and we went to the front desk three separate times and then had to wait for maintenance outside of our hotel room. When we checked into the hotel, there were hairs from previous guests inside the shower and a stained towel in the bathroom. We thought one of the perks would be enjoying the pool, but on one of the days we were at the pool, there was a group of men who were not hotel guests (and spoke with a hotel employee who they seemed to be friends with) entered the pool area with two full cases/boxes of beer. They had no key cards, no belongings just cases of beers and their phones. Within an hour they were drunk out of their minds and staring at all the women in the pool area, being loud, disruptive, and leaving cans of alcohol INSIDE of the pool. There are even rules posted that the pool is for hotel guests only and this aspect made me feel very unsafe knowing that clearly this hotel doesn’t really check or enforce that whatsoever. Later on as we left the hotel we saw the same men exiting out from the pool (not a key card in sight/no other belongings) into the parking lot where our car and other guests cars are parked, and exposed themselves and peed into the bushes and stumbling around drunk, looking for the exit to the parking lot. It seems there is really no way to tell if an actual hotel guest is using the pool because the slot where you swipe your key to enter the pool doesn’t even work (we tried) the door is just open all the time. Same thing with the back entrance to the parking lot, the doors says it is locked from 7pm-7am which is good for safety reasons, but it’s never locked, people can enter in at anytime of the night (hotel guest or not). Ultimately it seems safety is not a priority for this location, which is a shame because we previously stayed at the Miami Airport holiday Inn and that hotel had none of the same issues we experienced at this one. It’s a bit pricier but I think that they do a better job of ensuring safety of all guests and maintenance of the building. Super disappointed with the series of events we experienced and I just warn others who are traveling that this may not be the best option despite being relatively budget friendly. Also, almost every single ice machine is down, and our room was not cleaned even when we left for the whole day so housekeeping could come replace the towels, it always was a hassle to get the...