Extended Stay America Premier Suites- Miami - Airport - Miami Springs — Hotel in Miami Springs

Cockroach alert!

I found a roach on the floor around 1pm and immediately notified the front desk (I wanted to cancel my next night reservation or at least swap rooms). I asked to speak to a manager and was told that none was available until 1000 the next day. After much pressing, he finally said that there was a manager on call and that he would have the manager contact me in the next hour. Three hours later I still hadn't received a call and I went back to the hotel. The same person was on duty but had not called the manager as promised. We insisted that where there's one roach, there's more, to which he pushed back saying that it was not a big deal. We continued pressing and after much hassle, he finally called the manager who immediately authorized a room swap, now 3.5 hours after we initially notified the front desk.

We went to the old room to get our things and found that no one had been in there since we initially reported an issue to clean the roach or investigate the issue. The roach was still alive. I'm disgusted that the hotel, three hours later, doesn't care enough about its cleanliness to at least investigate an issue or clean up where a known bug is. There's no doubt in my mind that there are many more present at this location if this is how they handle a report like this with complete disregard. That's completely unacceptable for somewhere where I paid to sleep and leave my things in peace.

We relocated to the new nonsmoking room where we found a cigarette tossed in the toilet. I went back to the front desk and insisted to talk to the manager myself. The front desk clerk again pushed back, and only after more hassle and inconvenience finally called the manager and let me talk directly to him. I asked if we could cancel our rooms for that night. I appreciate how he was working with us now, but with the front desk clerk lying to us, the roach, and the cleanliness issues, I no longer wanted to stay. He said that he would talk to his boss, but he expected we wouldn't receive a full refund for that night because at this point it was already 6pm. I fully recognize that the manager acted as best he could the moment that he was notified, authorizing the room swap, but something seems wrong with the extended stay system if a manager can't refund a room if I was asked to wait and then told it was too late to refund.

I'm thoroughly disgusted with this hotel and how the front desk acted in response to an issue. I can't believe that because I waited for them to do what they said it also pushed the time past when they'd be willing to give me a full refund for not staying that night. I really appreciate that they gave us a new room for the night, but it was only after A LOT of hassle and confrontation that I'd rather not deal with if I'm a paying customer reasonably expecting a clean, bug free room to stay the night. I'm definitely never staying at an extended stay...

The room itself is fine. It’s clean and everything works well.

Prior to my trip, I tried calling the front desk several times (over multiple days) to ask some questions before I arrived. Multiple calls over several days went unanswered. The phone rang and rang. When I contacted the main customer service at Extended Stay, they also tried to reach the front desk and were unable to. This also happened during my stay, as one night there was loud noise coming from the room above mine so I attempted to call the front desk to notify them. No answer. To their credit, the staff addressed the issue and the noise stopped after I walked to the front desk to report the issue.

After arriving, I figured out why they never answer the phone at the front desk. The staff does not stay at the front counter. If you need something, you must wait at the front desk or call out for them since they don’t have a bell or any alerting system to let the staff know someone is waiting for them. It’s rather awkward to have to call out for them around the corner each time I need to come to front desk for something.

The staff is friendly, but hospitality is about more than pleasantries. There is a service component to working the front desk of a hotel.

When my room was cleaned, I had to leave the room while it was being cleaned. Maybe this is a new standard for American hotels that I’m not aware of, but it seemed a bit odd, especially since I had already removed the sheets and blankets from the bed and emptied the trash and only needed new sheets and blankets for the bed. Unfortunately, I hadn’t realized that when the bed was made during the servicing of the room, they did not include a blanket. Just before going to bed that night I realized and asked the staff at the front desk for a blanket. They told me that they didn’t have any clean blankets for the beds. It’s almost comical that a hotel, whose sole business is to provide people with a place to sleep, doesn’t have blankets for their beds. If this were a Hostel, I would understand; however, it’s a hotel. How do you run out of blankets?

There is no shuttle, which, given the hotel’s proximity to the airport is a huge disappointment.

The pool was also closed for unknown reasons. These things happen, but it’s also July in Miami, FL, so it seems like an issues that should receive priority to fix whatever issues there are.

My assumption is the hotel needs new management because the issues that exist seem to stem from poor leadership. This is a very superficial speculation, and maybe there are other reasons for the above-mentioned issues.

If you have the option, I would recommend you stay somewhere else, even if it will...

I come down to Miami Springs to visit my children and grandchildren. I like staying in a hotel so that I can have my own space and not impose too much on others. I chose Extended Stay because they have kitchens, a pool and are on the golf course which leads directly to a gorgeous walking path. When I arrived, check in went smoothly. However, when I got to my room, I noticed that it smelled. They must have noticed it too, because there was a odor machine turned on in the room. I thought maybe the previous guests might have tried to smoke and that it would subside, it didn't. I even brought a big, smelly candle with me just in case. However, the smell of the room was stronger than the candle. Another issue I have is that there is not one single utensil in the kitchen, all the cupboards were bare! I think you might have to ask for utensils but I didn't realize that until I had bought a few microwave breakfasts/dinners. The other issue is the card keys, you can't get them too close to your cell phone or it will erase the info on the card. I was locked out of all the exterior doors and had to walk around the hotel to go in through the front. Twice in two days, I had to ask for new cards. So all in all, the staff is awesome, the room was clean other than the smell and some stains on the rug (I've certainly seen worse) but the kitchen was a disappointment (I will ask about utensils when I check out). . I will be checking out a few other hotels in the area before I leave. I kind of doubt I will be staying here again.

UPDATE: I asked about the utensils and yes, you can get them for free. There is a card at the check-in desk that you can pick the utensils that you will need during your stay; and it's free.

My card keys erased themselves so I got locked out AGAIN. 3 times in 3 days now. After the 1st time, I started leaving the keys in the kitchen and my cell phone in the bed room but if I left, I would stick the keys in my purse and my cell in my pocket. I still didn't matter. That was my biggest beef with this place. The bed was super comfortable and I was able to sleep in longer than I normally would and the place was clean. Also, I've walked on carpets at hotels before with bare feet and ended up with dirty disgusting feet, but that didn't happen here, so that's a BIG PLUS. So I've decided that I won't count this place out just yet and will give it another try...