DoubleTree by Hilton Hotel Miami Airport & Convention Center — Hotel in Miami Springs

May this kind of hospitality never cross my path again.

In short, we were extremely disappointed, utterly disgusted and thoroughly irritated by our experience in this shabby hotel. I will expressly go out of my way so I never EVER have to stay in a Doubletree again.

The 5 star reviews must be from another space-time because there ain’t no way. This place is by far the dirtiest and most careless hotel I’ve ever been to.

We checked in as a group of 5 with a lot of luggage (7 suitcases + various bags). Nobody helped at first, we just struggled until they finally took pity and offered a single(!) trolley that we had to load ourselves. Once checked in, the disappointment sank in. The elevator, modeling and furnishing are ancient and not in a good way. It’s probably safe to say this hotel hasn’t been updated for at least 25 years, if I’m being nice. The room was musty, the bottom of the tub grey, and the faucets prehistoric. There was some hair leftover from the previous occupants on the floor. You have to let the water run for 10min before it gets warm enough which is so incredibly wasteful. There was a suspicious short curly hair on the corner of our tub, and it stayed there the entirety of our 7 nights, so evidently even a surface clean was never done. To be honest I don’t think the tub was cleaned in-between occupants because how else would that be there from day 1?

We were sharing a room between 3 friends so we had asked for an additional bed. It’s expected that an additional bed will be less comfortable. But how could I imagine that this filthy swamp green seat with visible brown stains on it would be our sofa bed ? It has probably never seen the shadow of a shampoo machine before. Not to mention we had to make the bed ourselves and beg for sheets.

One time the help thought it was fine to only do our room halfway. We were literally left with no towels, no bath mats, and no toilet paper. We went to beg the front desk, yet even that took well over an hour and 3 calls(2 unanswered). In the end we didn’t get the toilet paper, and could only have 2 towels, when we had asked multiple times for 3. Them leaving only 2 towels in a room with CLEARLY 3 people happened several times. Is this hotel rationing the bathroom towels? Isn’t one towel per guest the very bare minimum ??

Another time the pillow covers weren’t on the pillows themselves but on the towel rack IN THE BATHROOM. And we were without towels AGAIN.

No amenities such as a fridge to keep your drinks and food, or a microwave. So you pretty much always have to eat out. There is only one microwave in the entire hotel and it’s on the first floor. No complimentary water bottle, and the shower gel and shampoo bottles in the bathroom stayed empty too.

There was a bench in front of the elevator with wet stains on it. I never got cleaned until we left.

The only thing okay was the restaurant which had nice food but is ran by a single(!) waiter/barman even at busy hours. Again careless service.

The last thing to piss us off was that, housekeeping came at around 1-2pm during from Monday to Saturday. It’s pretty late but it was fine with us. But now suddenly, on our last day which was a SUNDAY, and most people were resting because our convention ended late, they chose to knock, yell, enter the room and wake everybody up at 9:30 sharp! Who does that ? NEVER in my life have I seen housekeeping come in so brutally, and so early on a sunday.

Does this hotel hate their guests? Because this is certainly what it feels like. You have made sure that our stay was miserable up until the last day.

I don’t understand how all this could happen otherwise. Even Ibis and Holiday Inn do way better than this.

To hotel management, please do not answer this review to say how you’re so sorry and will look into it and whatever robotic drivel you’re used to repeat. All of this is the result of lazy management, severe understaffing and greedy cost cutting. None of which happen unintentionally, so spare me your...

What was supposed to be a great start to a vacation ended up being a total nightmare! Our numbering system doesn’t go low enough to describe my stay at the DoubleTree by Hilton Hotel Miami Airport & Convention Center. However, before I get into the terrible things that occurred, I do want to take the time to acknowledge Lauren at the front desk. She did everything she possibly could, and with a smile! She deserves a raise. She managed the long lines, assisted coworkers, was extremely apologetic and gave helpful resolutions, without becoming frazzled. Great job Lauren!

Fully understanding that, check- in wasn’t until 3pm, we arrived at the hotel around 11:30, to drop our bags and go to lunch. We returned to the hotel at about 3:25pm only to be met with 3 extremely long lines. At first, I thought no big deal, especially after talking with other guests that were also flying the night before for cruises that were leaving the next morning. I reached the desk at about 3:50, only to be told there were no rooms available, and the best that could be done was that I could check- in now and would receive a text once my rooms were available. Fast forward to 6:50 pm with two seniors that had fallen asleep in the lobby chairs, and no text message, I checked the front desk again and at this time, Lauren greeted me, apologized profusely but told me that only one of the two rooms was available. I decided to let my mother and aunt go lay down, and my daughter and I would just wait for the next one. We got them settled and came back down to the lobby about an hour later. This is now almost 8pm (in case you’re wondering…) Anyway, Lauren was able to get us a room two doors down from my mom and aunt, which was okay until we got to the room. There were what appeared to be dried blood stains on the wall and door jam. Of course, we were grossed out, went back to the desk had to wait another 15 minutes because at this point, the people who left because they also couldn’t get rooms at check in time had come back. Lauren again apologized and gave us another room on the 12th floor- one floor above my mother. We said okay, because now of course at this point we’re exhausted. Get to this room and there are bugs! Bugs and the security latch was sooo loose that if someone sneezed in the hallway our door would have flown open- not a good feeling for two women alone. All the while we are calling Hilton corporate, trying desperately to get moved to another hotel entirely. No luck. We went back down to the front desk, decided to try and speak with the staff management and let poor Lauren continue her crowd control. You guessed it… no manager was available- go figure?? I’m presuming the representatives we’d spoken to on the phone, although slightly apologetic, were quite useless- nonetheless, I’m presuming they’d added a note or somehow contacted Lauren, because she was able to very professionally, ask us to step to the side and had another room waiting for us. This time on the 7th floor- again not on the 11th floor with the two senior citizens I was travelling with, but since it was almost 10pm at this point, I’d just given up. Lauren assured us that this room would be okay. It was. It was just that OKAY… meaning there were no bugs, blood and the latch was secure, so we stayed and laid down because we were delirious with exhaustion. However, it was in terrible condition, things like the hot/cold ring on the shower was hanging off, so it was a game of chance trying to figure out what the water temperature would be, the water in the sink did not turn off so it dripped all night, and you could not turn it on fully- unless that’s how you wanted to shower! The paint on the mirror was peeling, the room needed an overhaul. So never again, will I stay here, and I do NOT recommend that anyone else give this location their hard-earned money. NOT Hilton standards at all! And the cookies were terrible! The bugs and the loose latch video will be on other review sites, Google only...

This has to be the worst hotel stay at any Hilton property ever. I will start with yes I am diamond with hilton, I chose them on purpose. I'm going to quick recap all the issues that have been had since I arrived and I'm still here, it's 5a.

Shout out to Kat, as she has been most responsive person from this stay.

I want to preface this to the hotel...do not respond publicly with a response to call you at 305 261.3800. That is your front desk number and as you will read below, it does not get answered when it gets messy at the front desk and no one from leadership will actually step up for their team to help.

Booked 6 months ago.

Checked in online with room selection the day prior to check in.

Arrived at 1200 to long line with 2 people working. Told not a single room was open or ready and I was added to a list. I notified them any odd room would be accepted. I will say this....why have a list if you are not going to work it in order of arrival?

Couldn't use the food &beverage credit to eat while I waited as they had not assigned me a room. I ate cause I was hungry anyway. Watch your bill everyone from the bar grill, they add automatice service charge for eating in the restaurant. If you take it to go, they add the service charge too. Do not tip additional,.it's already included.

Went back and stood in even longer line at 4p because no one would answer any of the calls at the front desk. I went back because people in the restaurant who were waiting too and came after me at 2p were given rooms prior to me and this was several times it occurred. Everyone in line was being told that rooms were not ready or available yet. One person was being told by 10p there would be room available. I finally got room 815.

Before joining line I contacted Diamond desk who in turn tried to contact hotel for assistance too. They tried for 30.minutes and couldn't reach anyone either.

A manager looking person did come from someplace but he never stepped out to help the 3 overwhelmed desk agents dealing with every guest who was irate....every guest. Where is the leadership?

When I asked for the card of the manager, no one had it and gave me just the operations manager card, R. Perez. He also will receive the information with his less than stellar operations.

I'm tired and delirious so room seems fine and I immediately fall asleep, I've been traveling all day.

At 0430 I am awoken with the sound of the ac fan/motor clunking with the loudest noise. Turning off the unit does nothing to stop it. The front desk is apathetic saying they can send security up to see what is going on...they can't do anything though and btw they were sold out on rooms. I think the noise has woken up the room next door too. I'm sorry I tried to report it and stop it.

Obviously there is a total lack of leadership all the way around. From lack of staff to answer calls, to lack or staff available to clean and prepare rooms, to lack of staff at front desk to address guests and resolve issues and not once did anyone step out to assist anyone. These were the easy things.

I don't pick apart a room by a stray hair or a crumb...it's life I roll with it. It's all the stuff above that sets the tone.

But because of the other issues mentioned above; now that little orange stain on the pillow freaks me out. The crumbs on the chair with spilled damp armrest...what happened here??? I haven't even examed the shower yet...I'm getting myself prepared to be expectedly disappointed.

As a hilton member of loyal status, avoid the hotel at all costs, there are obviously many choices that would be a better...