Comfort Inn & Suites Miami International Airport — Hotel in Miami Springs

I chose this hotel because of the Airport Shuttle to Hotel and the free Shuttle to the Port. I am a travel agent and planning several group trips so I was previewing this property during my personal trip. Check in seemed lovely. We asked for the Shuttle to the port for the next day. we were given choices of 11:30, 12:30 and 1:30. Given how busy Miami was this weekend and our Ship Check in time of 2:15, we chose 12:30 .. just to be safe. We were handed our keys and proceeded to our room(320). The room was fine, clean, etc. When we walked in there was a flyer on the floor for a pizza place. There was another on our TV stand and we had one from Check in. About 2 minutes after we closed the door, another flyer under the door... one would come later that evening???? Not wanting pizza, we ordered doordash and ate by the pool. I did not notice until the next day, that attached to our room key was a note stating. we don't suggest you order food from this place. THEN WHY ARE YOU LETTING THEM BOMBARD US WITH FLYERS?? Back in our room , we decided a nice shower and bed was the goal. My husband hit the shower to find no hot water... we let it run a few minutes and nothing.. not even in the sink. I called the front desk and talked to the young man on duty. He told me to let the water run forc15ctov30 minutes..... ??? Now, I will say, I know some older hotels have pump issues, so I went along. We ran the water for 20 minutes.. I called back down and told, the same young man, no hot water.. and he said, well that's all my manager told me. I asked is it something fixable? he said maintenance was gone for the evening. I said we'll I'd really like a shower, do you have another room, which he quickly responded no, we have no rooms. Now, I know this was a busy weekend which is why I paid $300 for a $170 /night room. But, I looked online to see if there were rooms available elsewhere... guess what... you had 3 room available... same hotel.. I have the screenshot. I didn't bother to argue, we were too tired ... we went to bed. The next morning, I went down to the lobby and asked if a maintenance order had been requested for our room.. suprize. no.... They daytime person sent maintenance up.. and yay.. we had hot water... We both took showers and headed down for breakfast. 9:20am... Full hotel... nothing but waffles and cold cereal. The food person was so busy cleaning and removing the hot breakfast and refused to replenish. Not even the hard boiled eggs or yogurt, nothing. No bread for toast, no bagels... I made my husband a waffle and was yelled at for using the wrong iron... I was not able to eat (GF) since there were no eggs, yogurt... Finally ready to leave, we checked out and decided to head down for ourc12:30 shuttle.. we went down at 12:15 to be safe... Well. at 12:40, no shuttle.. my husband went up to the lobby and said the Shuttle has not come. to which he was told. The 12:30 Shuttle arrives at 12 and he waits for people then leaves.... SO WHY IS THIS NOT THE 12:00 SHUTTLE, not 12:30?? Why would you not say the 12:39 Shuttle arrives at 12, be there????? Ok... so our next option is to wait for the 1:30 Shuttle that will be here at 1:00?? Back downstairs... 1:40.. no Shuttle now there are about 40 people waiting. I go up this time... I'm told by the manager that she just got off the phone w him and he's 10 mins out... 1:55 I call upstairs.. new message "oh we are trying to find him, I will be down to let everyone know" 2pm.. Manager comes down to say they are trying to get someone else and the other guy might still be on the way??? Remember I mentioned my 2:15 check in for my boarding time... well.. we and several other guests ended up calling ubers.... So.. would I recommend.. nope... and not because of all the blatant mess ups.. but because the customer service is 0. I can't imagine sending a group of 70 people and trying to get customer service for them... nope... I paid $300 for no showers, no food and no Shuttle.. and wasn't even offered...

5 stars are not enough for the service I received from the General Manager, Paola Cardero. I initially had a hard time reaching the person handling my group block booking for my son's wedding. Paola assured me she would assist me moving forward and she was nothing short of SPECTACULAR!!!!! We worked together for months on end. She was on top of any information I needed or needed added, or deleted, etc. Once checking in (there were approx. 44 of us staying in the hotel, needing to arrange shuttle transport to the Port of Miami (my son was being married on a cruise), I made a point of meeting her to put a face to the name. She was just as amazing in person! So helpful. No issues with all these people checking in. All of the front desk staff were always friendly and helpful. We were there for 4 days/3 nights. The Shuttle drivers: They were also awesome. We were supplied with 2 large vans with a trailer in tow for all the guests luggage, ROUNDTRIP!!! Fernando was GREAT!!! Unfortunately I do not remember the other bus drivers name. The hotel: It was comfortable. Breakfast was good. The only issue I had was that once the breakfast station closes, so does access to water from the juice dispenser, and then lemon water is not made accessible until mid afternoon. Having water always accessible would be a plus, but other than than, I have no complaints whatsoever! It was a plus having the business center right behind the desk area. I had many family members to check in for their cruise and print boarding passes and luggage tags. So grateful for this free amenity! The Pool: The pool area was real nice. It was noisy from time to time, but totally to be expected since it is next to the airport. We didn't mind at all. The chairs were clean and comfortable, and the pool was large enough for many people to enjoy it together. There was an issue with how slippery the ground is! Many of us had to catch ourselves from falling when the ground was wet, which was most of the time, either from exiting the pool or from occasional drizzle. The stones are too smooth and get slippery very easily. The exterior door to the pool area needs a push/pull sign on it, people always struggled to figure out which door opened and which way it was to open. The gate to the pool also gave every guest trouble. It should be labeled to be pulled up to open the latch and then to pull towards you to get through the gate. We continually had to yell over to the guest that was struggling, to explain how to open it! Although it would have been ideal to have a restaurant inside the hotel, we booked this one specifically because they are the only hotel in the Miami area with free shuttle service to the Port of Miami. I was trying to keep costs down for our guests who ever mostly all traveling from out of state. There are numerous places to dine within walking distance, however, so this wan't a huge issue! We also had many people have food delivered to the lobby, where they have a large eating area for guests to use 24/7. We had to finish assembling wedding favors in the lobby one evening, and felt completely comfortable doing this there, as we couldn't have them preassembled because we flew in and had some of the parts shipped to the hotel in advance! Once we returned to the hotel after the cruise, the staff housed ALL of our luggage, for 41 guests, in their back office until check in was available for all the rooms! OVERALL IT WAS A GREAT EXPERIENCE WITH NO HICCUPS, and with having a total of 73 people attending the cruise wedding, it could have gone south at any given moment...THANK YOU TO PAOLA AND YOUR CREW FOR MAKING THIS AN EASY PART OF THE...

I wasn’t going to leave a review at all, but since your company keeps emailing me for a survey, I’ll go ahead and share my experience.

I booked a room for my sister, who was flying in from Tokyo to visit us in Houston. Due to a flight delay, she had to stay overnight in Miami, so I arranged a hotel room near the airport to ensure she was comfortable when she finally arrived.

Around 11 PM, I called the hotel to inquire about the shuttle service. The gentleman I spoke to informed me that the shuttle runs from 6 AM to midnight and that passengers should wait at door 8 or 15. I thanked him and hung up.

At 11:20 PM, I called again after reading in your confirmation email that we needed to notify the hotel once we arrived at the pickup location. When I asked for clarification, the same gentleman became short with me, repeating the same shuttle information but with clear irritation in his tone.

My sister landed at 11:30 PM and made her way to door 8 by 11:40. Still feeling uncertain due to the conflicting instructions in the email, I called again at 11:42 PM to ensure she wouldn’t miss the shuttle. This time, the gentleman cut me off mid-sentence and responded impatiently. I calmly explained that I was only trying to follow the instructions in the email, but he seemed more interested in ending the call than assisting me. I let it go, hoping my sister wouldn’t be treated poorly when she arrived.

Unfortunately, by midnight, the shuttle still hadn’t arrived. I called the hotel once more and was immediately met with yelling: “Listen to me! You need to listen to me!” I asked why he was speaking to me that way, especially since I had gone out of my way to remain polite. His attitude was unnecessarily aggressive and left me extremely uncomfortable.

At that point, I called my sister an Uber and told her not to mention my involvement when checking in—I was genuinely worried that the staff might mistreat her because of how I was spoken to over the phone.

If it weren’t for my sister’s long journey and the late hour, I would’ve canceled the reservation entirely. I would never recommend this hotel to anyone. It’s sad how customer service has shifted toward entitled, rude employees instead of supporting paying guests with basic respect and...