Embassy Suites by Hilton Miami International Airport — Hotel in Miami Springs

If I could give zero stars I would. I rarely write negative reviews (as in I think I've written maybe one) but this is the exception because my experience was so horrendous. I'm going to share this experience with, and warn, all my friends and family too.

Didn't receive room service after asking three different people. Didn't receive amenities we needed until a day later which was halfway thru the trip and by then too late despite asking multiple staff multiple times. Got racially discrimated against by the white 40ish New Yorker bartender because I have Asian flush and denied alcholol after only one drink. Got told by the young black woman around 20 I could have the pet fee waived and then they wouldn't honor it. If staff speak on the authority of the hotel I expect on principle they would honor their word. It's not my fault but a training moment. Got overcharged for parking then wrongfully charged for parking again when trying to resolve by the 30ish black woman front desk staff who had an attitude that made me feel like I was inconveniencing them for their error. She also told me their official website was incorrect and despite being offered you can't actually exercise park and stay unless you stay over seven days. After escalating this to guest relations and opening a case to the highest form of management at the hotel they denied me the same day and I had no way of knowing because they did not reach out to communicate their decision. After two hours on the phone and being transferred to five different people and departments, I got a hold of the attending supervisor, Yamelin. Supposedly resolved with Yamelin the supervisor. She told me the price for parking for park and stay was incorrect as well. So don't trust the official website. Then I still got charged the larger amount anyways. When I reached out via email yesterday to notify them of this error I got refunded the new smaller amount instead of the larger incorrect amount. Issue is still unresolved four days later. Supervisor Yamelin I spent an hour on the phone with trying to resolve the issue with two days ago didn't remember me, copped am attitude, and tried to tell me she was tired and at the end of her shift. She seemed like a completely different person because her attitude changed so drastically. Like I get it but that's not professional nor my problem. Do not take it out on guests. Then she said I needed to call upper management to resolve this. That is your job to resolve not mine. I should not have to chase staff down to help me fix their errors. She then rudely abruptly hung up on me. I will never stay here again. This was the worst hotel experience and honestly kind of traumatic. It taught me to not trust a word anyone tells me, don't trust the official website, my issues won't get resolved, at least not without a huge headache and hours on the phone, and I won't get treated with respect. I will be writing a negative review everywhere I can to warn others to avoid this hotel because the staff, treatment, and experience were so horrible. Also they don't tell you but there are trains next to the property in addition to the planes so it's very loud at night because the train horns go off hourly and the planes take off often intermittently. Additionally at least my view appeared to be of the sewage plant they have in the back. It was a esthetically very unpleasant. Also half the elevators weren't working. That's not good.

Be careful of the hotel rates. Not only are they not necessarily guaranteed but they might be lower because there are glaring issues that you don't discover until too late. Save your money and go elsewhere if you want a normal, smooth, pleasant stay.

And Embassy, before you write to me to tell me I need to contact you to share my feedback and resolve this, I've already done that and it's still not resolved. You can contact me if you want to work through this. Otherwise I will be very salty and never give you my business again. I still might not because this experience was so awful.

Update: Corporate is...

Overall, we enjoyed the hotel, but we encountered several inconveniences and areas for improvement. • The parking lot entrance/exit was always very congested; drivers wouldn’t want to enter and were backing up in one way traffic by trying to reverse out of the entrance. • The pool was great, however they kept running out of towels; as soon as they were replenished, they were gone again. • It was inconsistent for breakfast whether or not someone was there to give our coupons to. • My diamond status wasn’t recognized at check in, so I went down the next day (as it was after midnight when we arrived) to get my free snacks, only they said they didn’t have the sodas available, so I would have to do with the waters in our room instead. We had purchased water bottles from the grocery store as we needed more than 2 bottles for our 5 days there for 3 people, so I feel like I lacked receiving my diamond benefits here and should have received other compensation instead. • Housekeeping missed restocking toilet paper in our room, so I had to find someone later to get that refilled. • The laundry machine on our floor was broken, and the hotel doesn’t even sell laundry detergent. • The lines for check in were always long also, so if you needed to go to the front desk to ask something/purchase something from the pantry area, no one was ever available. • We had a very negative experience with one of the bartenders and a server from the restaurant; we had ordered food delivery to the hotel for dinner, and had decided on eating downstairs in the atrium area since we would want to dispose of the trash in the larger bins available downstairs rather than the small one in the room. We chose a table in the center atrium near the bar/restaurant area. As we started opening up the food bag, we realized we didn’t have any plasticware in the bag, so I went to the front desk to see if there was any available. She directed me to ask at the bar, so I went there, only the bartender wasn’t there. I waited several minutes, and she finally returned, and when I asked for plasticware she said she didn’t have any and to ask the restaurant. I went to the restaurant and stood there for several minutes waiting also as no one was at the host stand, and finally got someone to come by who I asked for the plasticware. He motioned me back with him to the kitchen door and grabbed one set, but I replied with I needed 3 sets. He gave me one more and said he couldn’t give me anymore because he was running low. He said they each have a fork, knife, and spoon so these should be plenty. I replied with I have 3 people so I’m needing 3 sets of forks and knives, but we’re not needing spoons, and he said he can’t give me anymore. His tone was very rude, and he didn’t offer any solutions of perhaps borrowing silverware, checking anywhere else, nothing…. I proceeded back with the two sets I got, and just as we started opening the food to eat, the bartender came by and said we couldn’t eat outside food at the table we were at, we needed to go on the other side. She didn’t explain where “the other side” was that would be acceptable tables for us to eat, so I asked for clarification of did she mean on the other side of the water feature, and she just said yeah we need to go over to that side; she also lacked hospitality in this scenario. So we packed up everything and moved; after we moved, our table was quickly occupied by guests enjoying the free happy hour, who I also never observed placing any orders from the restaurant or bar, but who I assume were free to stay since they didn’t have “outside food”. I feel like the customer service in these situations could have been handled better with clearer communication and more hospitality, even though I wasn’t a restaurant/bar customer, I am a hotel guest and these are part of the hotel, but these experiences made me not want to patron either the restaurant or bar. Additionally, posting clear signage for any seating policies like this could avoid any confusion...

It's experiences like this why everyone dislikes Florida. It's the lack of customer service and basic hospitality, in the HOSPITALITY industry. These "glamorous" hotel chains are staffed with uninterested and inconsiderate amateurs. They fail to understand that customers are the ones providing their paychecks and once we go elsewhere some of them will also have to go. As a Hilton Honors member, I placed my trust into this Company and what I have received at this property, was one of the most atrocious and vile customer service EVER.

It started off with me waiting at the front desk to talk to someone and then this young lady walked out of the office typing on her phone, no smile, no hello, she just uttered the condescending "how can I help you". Mind you I was sick and all I needed was some tea bags and hot water. She pointed me towards their little superficial market area where they are charging $3.99 for hot water. I had to pass since I can make hot water in the room, plus I did not have my credit card on me coming from the pool area.

Next I reached out to Concierge that was so curtious when we first checked in saying to reach out with anything we needed. So I reached out after my encounter with Yamelin explaining that I am sick and that all I need is some tea bags, and perhaps honey and lemon. Christopher from Concierge responded they will replenish my tea bags shortly and that we need to come down ourselves for lemons and honey. So my wife went down to pick it up and to get a menu (we were hungry) since they did not have room service in place. She came back with lemons but no honey was readily available at the whole property. Furthermore, when my wife tried calling the restaurant to order, a gentleman at the front desk transferred her and no one picked up. When she called back the gentleman at the front desk hung up on her. When she called back the third time he started yelling at her! My wife had to go down again and order from the restaurant directly. We wanted Peruvian chicken and of course it was 86 aka not available and they recommended these greasy ribs with fries instead. I wanted something healthy since I wasn't feeling good and I had to eat this slop instead.

Mind you all this time, I am in communication with Christopher from Concierge explaining what is happening and he is assuring my tea bags are coming, he is apologizing, one moment please, and so on and so forth. Two and half hours later my tea bags still did not arrive. It's a good thing that ChrisoIpher is not working for EMS, I guess this is acceptable at Embassy Suites. I tried calling the front desk and no one was picking up the phone. I tried calling the manager on duty, and still no one picked up the phone. I ended up calling their 1800 customer service # to explain what was happening and spent 25 additional minutes on the phone before hanging up since the front desk manager was not picking up when the representative tried transferring me. It's important to notice that she initially got him or her on the phone and check this out, he or her wanted me to come down and talk to him in person. Hilton execs, if you are reading this, you better get the recording of that call where I depict this nightmare and agony of the event.

Last but not least, the whole time there is this super loud music coming from the lobby area and it sounds like a cruise karaoke. People come to the hotel to rest, we do not care for your happy hour entertainment! More than likely this roudy approach is what is taking away from true customer service and hospitality.

Needless to say, I will NEVER EVER pick this location again, which is unfortunate since my family and I like the property. More importantly, I will reconsider my relationship with Hilton because of their lowered standards and lack of quality.

I hope this review helps my fellow travelers out there. Avoid this place like the plague.

PS. I can't wait for all these clowns to be replaced by AI...