Miami Airport Marriott — Hotel in Miami

I went down to Miami over the weekend for a business trip and had no clue spring break was still going on. Every hotel in Miami was sold out. I understand it was busy but my room was terrible. In one room the shower did not work, had 1 set of towels, there were dirty yellow towels in the closet, dirty towels in the tub and hair all over the place.

The other room had 2 sets of towels, water and hair everywhere, and what looked to be poop stains on the floor.

We checked in on Friday at 3:30pm left to take care of business and did not return until later that night. House keeping still hasn’t stopped by. When we called again someone came just to clean one room not the other. We just went to get our own cleaning products and did it ourselves. At this point no one as came to fix the shower so everyone had to take turns showering in one room.

Saturday morning around 11am we head out for business again and do not return until 10pm. No one has came to fix the shower. We called again and someone came around 10:30pm.

There was a housekeeper cleaning a room and had her cart that was full of towels. We politely asked if we could have 5 big towels and face towels and she blatantly said “NO” in a aggressive manner. Next we called down and requested towels and we’re told we could have 4 sets of towels. Whoever was at the desk said they could over give 2 sets per room. I politely told him it would be for rooms 917 and 919. He stated again he would only send me 2 sets. I asked him how does 2 sets of towels service a room that sleeps 4? He then said he didn’t know I had double bed rooms.

Lastly, we were charged $23 per night to park and there were 0 parking spaces. There are about 3 Marriott next to each other and there were no where to park. I feel like I shouldn’t even have been charged for my room.

I hope this lets me post the photos because...

The property is wonderful. However there is a severe lack of communication with the staff. At breakfast on 3/28 we sat for 15 minutes with no acknowledgement, finally I asked for a waiter and once our food was brought out, the order was incorrect and I had to remind the staff several times for items requested. The staff was obviously overwhelmed which resulted in poor service. During my stay I was told room cleaning needed to be requested which I did, only to discover the next day that the request was never put in and I was not able to be accommodated. Juan at the desk offered me 5000 points for the inconvenience. I had to make several requests for items because the staff would forget. I attempted to have a mobile key which was reset three times by the front desk and did not work, I arrived from the pool trying to use the mobile key but was locked out, I called the front desk and they said they would send someone to open my room door, they asked if I could come to the front desk to get a regular room key but I was dripping with water plus I did not have my id which is required for the room key because I was at the pool. After 30 minutes and 5 phone calls no one showed up. My husband finally returned and opened the door and I called the front desk informing them no one showed up and was told they were busy, which I completely understood but felt those expectations should have been set especially since I called several times for the same issue and was not once told the wait would be long. I was in room 900 and when looking for ice was told by several front desk agents ice was on my floor only to discover it was on the floor below. Overall although I love the property, there is a major lack in consistency...

I will not ever recommend this hotel to any of my friends or enemies. I will not be back. I made this reservation for the park n fly package as we needed to leave our vehicle. The representative made the reservation for the wrong month. Granted I should have caught that but I didn't and was charged $236.41 for not even being there. NO REFUND HAS BEEN ISSUED FOR THEIR MISTAKE. Once I caught the mistake I called and had to rebook our reservation. I was told an amount that included the park n fly would be $242. Our stay got a little exciting when the toilet seat became unattached due to rusty bolts with me on the seat. Upon check out I let the front desk person know about the toilet seat and showed her pictures of the seat, I was told that I would get 5000 points to compensate for this dangerous toilet issue. I HAVE YET TO RECEIVE THESE POINTS. After coming back after our flight returned, I had my billing statement in hand. We were charged the $242 PLUS an additional $75 for parking. Seems to me that if you are going to charge someone something you need to be transparent about the charges instead of blindsiding the guest. I was told that I need to contact customer support to get some resolution on this. I contacted customer support who then told me that I need to talk directly to the hotel who then told me to call customer support... so nobody wants to take responsibility for overbilling and lying to hard working guests. To top it all off when trying to get out of the parking lot we were unable to leave as there was not gate attendant to let us out. The card we were given does not open the gates. We drove to the front and asked someone who then said someone is now at the gate to let us out. What an...