Hampton Inn & Suites by Hilton Miami Airport South Blue Lagoon — Hotel in Miami

I don't like giving these kind of reviews. This hotel started out so high and just kept stumbling as the stay continued.

First off the lady who worked the desk 7a-3p on Saturday was great! She got us a room early and was very positive and hit all the points that Hilton is looking for. Our room was very clean. Housekeeping did a fantastic job on our room.

However...

The AC wasn't working in our room. We called down for Maintenance and said he was on his way. He never showed up. We went downstairs and Gio said to just turn off machine and turn on and wait 30 min and it'll start working. It didn't. So I tried calling 3 more times between 4 and 6 and no one answered the phone. We had a very early flight so I just slept with a wet towel to keep cool.

We came to check out around 4am and at check in we we're told we could pay with cash. The lady working Night Audit said no because she hasn't finished her audit yet. And then she said they only accept cash after 7am.

I do not care to be lied to. Night Audit can be started after midnight and it does not take 4hrs to do. There are so many things she could have done... instead all she said was sorry and I told her that I'll be addressing this in a review and all she said was, "okay." I'm also a Diamond Member. So you're basically telling a Diamond Member that you don't care about getting a bad review? She was also on the phone with someone who was walking her thru Audit. If she is new then someone else should have been their with her. If you're short staffed then the Manager needs to step up and cover shifts.

No other options were given or even addressed due to no AC. No one would even answer phone to even put me on hold if they were busy. The NA is inexperienced and needs to learn policy... don't lie to anyone especially a Diamond member who has worked for Hilton for 10 plus years. I realize during Audit you can't do transactions before Audit. But there is no excuse as to why you are still doing Audit at 4am. That should be done between midnight and 2am to reassure that all check outs can be executed the way they are supposed to. And if there was somehow and issue that Audit couldn't be done by then, then be honest with the guest. Because it could save you from a bad review.

Not sure if I'll be in Miami ever again, but if I do... I won't be...

Thank you Gio, Giliana, Matthew, and Dome!! Yes the staff members did the following... "Matthew" ,(May 19,23 around 10:30am late arrive due to pick up shuttle after my flight landed at 9:04am) made sure the shuttle finally came to pick me and others up after waiting in the heat for a hour or so to be picked up, which I still tipped the driver as I do every driver when I have cash . Thank you "Matthew" I saw other hotel shuttles come around a few times for their guest. Hopefully, one day soon Hampton Inn Blue Lagoon will have a shuttle to come around twice a hour. "Dome" during check in she made sure I had a sac breakfast since I had missed breakfast due to waiting on the shuttle, Thank you "Dome". Oh my goodness that evening "Gio and Guiliana" were such a delight with both jovial demeanors. I had questions and they took time to answer them. "Guliana" took time from her break and printed off the bus stop times and made sure my Hilton honors were attached to my account. "Gio" was there to answer questions regarding a good place to order dinner and mentioned the milk shakes were good ( went out of his way), Thank you "Gio and Giliana"! The happy hour snack with such a delight on Friday! Lastly, the driver "Mr. Alfred" whom took me to the airport Monday was such a joy. I ran out of physical cash on me however I informed Mr. Alfred I would mention his great service in this feedback... please reward him if your company sees fit, Thank you "Mr. Alfred" Overall, the team members I mentioned were phenomenal especially! Thank you all . As mentioned before Jennifer , I am the former manager, night auditor, and other various roles at the Hampton Inn and Suites in Millington TN about 10 years ago when I was employed there prior to moving on in another career field . We won the Connie ( Conrad Hilton Award) award most years. The Hampton Inn/ Suites Blue Lagoon establishment is well on its way to winning and awards as well. I am excited to return soon to the hotel in a few months. Yvette...

I recently did a room block for my wedding, and it went AMAZINGLY! First of all, I was extremely pleased organizing the room block with Melissa Valdes, Director of Sales. She is very professional, organized, and friendly. She communicates quickly and easily. She made the entire process so comfortable and easy for me and my family, while planning this room block from another state. Her team treated my family and guests with respect and excellent service. Domenica Yepez, Sales Coordinator, also communicated with me very well and made sure my guests and I were beyond satisfied with our stay. All of my guests were amazed with how clean and comfortable the rooms were, and they were impressed with the service at the front desk and housekeeping. Breakfast was delicious and the hotel had a clean and spacious area to eat and talk indoors. My guests also loved the outdoor pool and deck area. We ordered dinner from the nearby pizzeria recommended by the hotel which was affordable and delicious. My guests traveled from far, even from outside the country, and they were able to find and use the hourly shuttles provided by the hotel from Miami Airport to the Hotel, which was so easy, helpful, and convenient. For my special day, we were able to reserve a meeting room to get ready in and it was comfortable and private for me and my ladies. I felt like a superstar walking down the stairs of the Hampton Inn in my wedding dress and being able to take photos. The hotel is very comfortable to which my guests happily greeted me in the lobby before I left to the ceremony. I HIGHLY recommend getting a room block at this Hampton Inn if needed for any event nearby. I also highly recommend staying here when visiting the area - you will not be disappointed. I will definitely be visiting again in the future! A HUGE THANK YOU to Melissa, Domenica, and the Hampton Inn Blue Lagoon Staff!!! You all made my special week PERFECT and went beyond the call of...