Holiday Inn Express & Suites Miami Airport East by IHG — Hotel in Miami Springs

I arrived in Miami in the early morning after an 11 hour overnight bus journey. I was exhausted and had called the hotel hoping that the shuttle driver could pick me up. The girl I spoke to explained that the first shuttle didn’t start until 6am – I found this a little strange as the shuttle does airport runs so it would make more sense for it to operate 24/7. Nevertheless, I got an Uber instead (something I don’t recommend unless you speak Spanish – I do not and it took 5 minutes and wild gesturing before the guy understand that I needed help lifting my suitcase!). When I arrived at the hotel, the girl on reception had already informed me that no rooms were available for me to check in which wasn’t a problem, I just wanted to store my bags and freshen up then I planned to head downtown for breakfast. The girl was kind enough to give me a toothbrush and toothpaste as mine were packed away in my case and I got ready in the restrooms. When I returned to reception to hand over my bags to store, the girl said ‘I’ve been thinking about it and I’m going to check you in now’. This means rooms were available and she had outright lied to me despite the fact I never actually asked to be checked in! Whilst it was kind of her to check me in early (something I did appreciate) and I don’t understand why she didn’t offer that in the first place instead of letting me get ready in the public restrooms! Had I been checked in at 5am when I arrived, I could have had a couple hours sleep, a shower and breakfast but it wasn’t until just before 6am that I arrived in my room so I just had a shower and grabbed some breakfast from the hotel before heading downtown. My room was lovely; it was very clean and comfortable with a large BED BUG FREE bed and in-room safe! Unfortunately the WiFi was very poor and would constantly drop off and on. The whole hotel had a new feeling and the pool area looked nice although I didn’t spend any time at the pool. Breakfast is complimentary and there’s a wide range of hot and cold food available which looks to be freshly made in house! The dining staff also make sure that the eating areas are kept very clean! This is a really nice hotel and it’s very conveniently located right next to the airport, the Greyhound bus station and the metro system which is only a 10 minute walk away! However I feel the staff lack good communication amongst each other and this disorganisation is what lets the hotel down. The day before I checked out, I was walking to the metro station when the shuttle driver stopped to give me a lift. He said it was no problem as it was on the way to the airport. He also told me that he can drop off outside the Greyhound station which was perfect for me! That evening when I returned to the hotel, I wanted to confirm the pickup times with the staff (the shuttles run every 30 minutes). Immediately the girl at reception said that they didn’t drop off at the Greyhound. I explained my earlier conversation but she was adamant it would not drop me off there. Then another receptionist, who was on the phone, turned to her and said they can drop off near there just ask the driver and they might drop me off. All employees should be made aware of important details like this as it’s confusing for guests. I would like to thank the shuttle driver who gave 100% service however I’m disappointed with the quality of service from the reception staff. I would consider staying here again however I feel improvements to the reception staff and WiFi need to be made as this hotel has the potential...

I stayed there March 8-9 on my way to a cruise, we were told that there was free shuttle from airport so we booked for that convenience. I called when we arrive at 1245m and they said someone would be there in 10 minutes, we waited 45 minutes before calling again. 1:45 hours and 3 calls later, someone arrived. We had no other issues this stay. We arrive back from our cruise on March 14 and intended to stay until March 16 when we were flying out again. We liked the room, seemed clean, nice staff. My friend kept claiming she was getting bit, she has very swollen bites all over her. We found one crawling on her clothes that she wore to bed, we got it to the sink and went to inform the desk/housekeepers. Housekeepers came in and saw it and laughed. We were would switch rooms, and we were okay with that accommodation. They gave us new keys to a “clean room” that one having hair on the pillows, crumbs in the bed, and food on the floor. We than just stated we would be leaving and would check out. We went in the room and looked in the bed and you could see the blood spots and poop from the bed bugs. We continued to pull back the sheets and the cover(that had a big hole) and the box spring was stained black from bugs and you could see them alive and crawling all over. We had to go. We packed our things and took them downstairs and I went to check out and was informed that I would get back one nights payment. I booked this room for 2 nights at $500 total. When I checked in, I paid for both nights and they only agreed to refund me the night that we were leaving 3/15. I asked why I had to pay for both nights because this was to no fault of my own, they replied “we don’t truly know if there is bugs or not, we have to call an expert before we refund” idk why anyone would give up their hotel room, be out all of the money, being 1200 miles from home. We than had to spend an additional $345 to pay for another room on top of a Lyft ride that was over $100 to get us to a new hotel. They refunded us to the night we were not going to stay but refused to refund the night we got all bit up. The room was in my name and I was being respectful and trying to explain why we needed the money back. The housekeepers said it was bed bugs,we have photos and videos. The front desk manager refused to come look, but needed proof to refund money. I prefer IHG hotels and have never had an issue like this. I have worked in hotels. I know how bed bugs work. I know they come with traveling people and the hotel took proper precautions to avoid the issue but I know it is not always easy to get rid of them or find them. I feel the staff could’ve handled this differently but they were very rude. The one staff was Elizabeth and she was laughing at us as we walked away “they’re being ridiculous” I did not catch the other woman’s name. She just kept telling us that there was nothing she can do and we will have to figure it...

We stayed there for one night end of June and one night on July 6th. We had two room each time. First of all, when we booked the hotel and inquired about the shuttle they said yes, but never told us that their shuttle time ends at 10 pm. Our flight got delayed and I called them at 9:30 to tell them that we are waiting on our bags and if I were to call the same number to schedule a shuttle, the person said yes and never told us that the shuttle time ends at 10 pm. As soon as we get outside and call them at 10:02 they didn't answer the phone. Called 3 times to get someone on the phone and that's when I was told that the shuttle time had ended. | After that, we got an uber and get to the hotel. I ask the front desk for extra blanket and the guy at the front desk said that the housekeeping had left and they don't have extra blankets. From my experience, the front desk always keeps the essentials in the back if guests needs extra pillows, or blankets, etc. I complained about it the next morning to the lady at the front desk (she was nice and said that she will talk to the manager. This lady helped us checking in our bags while we waited for our the room the 2nd time on July 6th). ||When we came there again in July (didn't get a chance to change hotels). The same thing happened regarding an extra blanket. This is the 2nd time and this time it wasn't late in the night it was between 4:30-5 pm. Same excuse was given to me regarding housekeeping. I always like to get an an extra blanket because I get cold, and my husband likes to keep the room a little on the cooler side. I asked to speak to the manager and the same guy who works the afternoon/ evening shift said the manager is not there, so I asked him to call the manager and he said it was a Sunday and the manager is unavailable. He end up getting a blanket for me from the dryer after this conversation. I wanted to call the manager after my trip to give them my feedback. I called twice and left two voice messages and never heard back. That is why I am writing this review so people know. We stayed here because we had a early morning flight and this hotel was close to the airport. A lot of airplane noise as well here, but that's what you get when you stay close to...