Sheraton Miami Airport Hotel & Executive Meeting Center — Hotel in Miami Springs

The customer service is phenomenal. Thank you Faith and her colleagues!!

I experienced wonderful customer service from the time we called to ask about early check-in, to the moment we arrived when they took care of us, despite a very obvious issue with another customer. This was around 11am on Saturday September 30, 2023. We reserved room 406.

After a relaxing cruise the last thing you would want is to fully experience someone else's individual and exceptional needs. As necessary as it was to address their exception needs, our hostess, Faith, addressed our general needs.

The exceptional guestas continued to distress others, staff and customers and their own dog included. The dog was trembling, picking up the negativity of their person. Poor pupper!! Since I was but directly involved, I never got the name of Faith's college with the long dark hair. I appreciate her so much!

I needed to come back later to gain access to the gym since my card wouldn't work. They addressed that immediately and I felt the need to thank them and appreciate their amazing customer service with us as well as the other customer.

Again I cannot stress the amazing customer service while they addressed that exceptional guest's needs (ADA parking and an emotional service animal, not that I couldn't help eaves dropping since the exceptional guest was screaming at the top of their voice at the staff for about ten minutes before while we checked in). It was a whole scene but they addressed the exceptional guest so gracefully and professionally. The front desk had the exceptional guest on their way by the time I was given the key to my room, changed, and made it back down to the gym. I know because the exceptional guest passed me in the hallway heading to their room as I left the elevator and made my way back to the gym. That was a 5-10 minute resolution to a very stressful customer interaction.

The gym was clean and awesome. Lots of folks maintaining their routine away from home. Fun fact it's the same brand of elliptical as on the cruise I went so it was a smooth transition.

The restaurant was amazing as well since we chose to eat there for lunch. Low pressure, reasonable prices and portions, really good music, no up sales. The food came out so fast. The breakfast is a bit more steep, and you can reserve it ahead of time instead of deciding there. We declined but to no fault of the restaurant or staff. They were respectful in allowing us to look and see what was offered in both three continental option and all American option. We decided to go to Starbucks instead.

The pool area is nice and the water was warm for end of September beginning of October. Very nice atmosphere and fun facts about local wildlife. They're were iguanas hanging nearby as well!

We called the front desk on the day of the checkout about "late check out" and they honored the extension from 10am to noon. Late check out carries a fee of $50 up through 4pm after that they charge an extra night. Instead we left our bags with the bell man free of charge and hang around until we took a shuttle to the airport.

Check out was a breeze! Thanks again Faith! I couldn't ask for a better stay. Very Relaxing after a long cruise. A vacation from a vacation, as it were.

11/10 (if I could give it that score) Amazing amenities, phenomenal customer service. I...

Where do I begin? My experience at this hotel was deeply disappointing from the moment I arrived.

After a long travel day in Miami's heat and humidity, I waited over an hour for the hotel shuttle. I initially reached out via the Bonvoy app and was assured it arrived every 15 minutes. After 42 minutes with no sign of it, I called the hotel directly and was again told the shuttle was running regularly and I was at the correct gate. Meanwhile, I watched shuttles from other hotels circle multiple times. This delay set the tone for what became an incredibly frustrating stay.

Upon finally arriving at the hotel, I was eager to check in and cool off—only to find that the water container in the lobby was empty. When I asked the front desk associate if there was any water available, he casually told me I could find warm water in the room. I requested to speak with a manager regarding the shuttle issue and the poor welcome. His response? “For what?”—a shocking lack of professionalism. He then redirected me to the shuttle staff. I had to insist on speaking with a manager and waited another 10 to 15 minutes before a female manager finally arrived.

I was initially placed in a room directly next to the ice machine and elevator—something I specifically requested to avoid. When I expressed this to the front desk staff, we were reassigned to another room on the 10th floor. Unfortunately, that room smelled strongly of must and cigarette smoke. It took us another 10 minutes just to reach someone on the phone. We were told that maintenance and housekeeping would be sent up. After another 15-minute wait, two staff members arrived with spray bottles and air fresheners, intending to mask the smell with chemicals. I’m allergic to dust and fragrances, and the air filter in the room was visibly dirty. I began sneezing, and my throat became irritated.

Maintenance agreed the room was unacceptable and informed the front desk we needed to be moved. As I write this, more than 45 minutes have passed, and we still had not been relocated. When we were finally moved again, we ended up back on the 7th floor in a room with double beds instead of a king, and again—right next to the ice machine.

At this point, the experience felt deliberately neglectful. I’ve stayed at numerous Marriott and Sheraton properties, and this one bears no resemblance in quality or service. Honestly, this felt more like a low-budget motel than a reputable hotel brand. Just days earlier, I stayed at the Aloft in Fort Lauderdale—an exceptional experience by comparison, easily worth five stars.

To the management of this hotel: This goes far beyond a simple apology. There is a clear breakdown in hospitality standards, customer service, and facility maintenance. The condition of the rooms, the dismissive attitude from staff, and the unacceptable delays reflect very poorly on your brand.

If you are considering a stay here, I strongly urge you to look elsewhere. I’ve included photos from both rooms as a visual warning—this is not what you expect from a Sheraton, and certainly not...

We are not recommending this hotel to anyone for several reasons. My girlfriend and I were visiting from Chicago for 5 days and we were really looking forward to our first trip together. Upon arriving to the front desk, I was told that parking would be charged as an additional fee when I had already paid for it in the Orbitz reservation. I showed the front desk clerk my email receipt from the reservation and the parking fee was nowhere to be found. I was confused by this and had to explain multiple times to the front desk clerk that I would not be paying any additional fees. Eventually, he gave me a parking pass and keycard to my room and let me be on my way. After parking the car, and heading to our room, upon entering we noticed there was a bed sheet right in front of the entrance door which was being used to catch broken pieces of the ceiling near a ceiling vent, indicating some sort of damage. We immediately took a picture and called room service and requested a new room. We were given a new room immediately, and then realized that the neighbors right in front of us had the same issue as we were walking over to our next room. Finally, we get to the second room 728, I remember this number vividly, for reasons which will be explained shortly. We enter, leave to go grab dinner, come back, and notice our keycard was no longer working. Naturally, we went downstairs and explained to the front desk what had occurred and they gave us a new keycard. We waited in line for about 10 minutes to speak to the front desk clerk since there was only 1 person working at the time, proceed back to the elevator and upstairs just to find out that the newly fabricated keycard DOES NOT WORK. At this point we go back downstairs and request ANOTHER one, same issue, with the same amount of time wasted going up and down. Eventually, they had to get one of the technicians to unlock the door for us and they told us that it would be fixed by tomorrow. He preceded to tell us that he would let us in when we got back from the night which we felt was absurd. It was unacceptable that we could not easily get access to our room, especially considering that we knew we would not be getting home until very late and that we would be very tired. We stayed there for 4 nights and we were locked out of room at least 7 or 8 times with each time us having to get a new keycard. Many of these times we were tired or trying to eat food from outside that ended up getting cold. It was...