TownePlace Suites by Marriott Miami Airport — Hotel in Miami

If this review was solely about their driver Juan it would’ve been 0 stars. The Good: The front desk team was fantastic—accommodating, professional, and kind. Special thanks to Angelina and Tania, who went above and beyond during our cruise vacation stays. After our cruise, they even allowed an early check-in. The breakfast staff was superb—always smiling and serving promptly. Though I’ve read some complaints about the food, we had no issues. Housekeeping was consistently friendly and polite. However, the hotel could use a deep cleaning, particularly the carpets, which were dirty. The rooms also needed more attention—there were too many hairs in the bathroom, shower, and even the towels. Someone needs to better check the laundry; that’s unacceptable.

The Bad: This wasn’t our first stay at this hotel. In the past, we were familiar with Eduardo, the shuttle driver, who was always kind and professional. This time, however, we encountered Juan, who was the complete opposite—rude, cruel, and miserable. Our first encounter with him was after waiting over an hour for the shuttle (the hotel advertises every 30 minutes, but that’s false). We believe Juan might be running side gigs while neglecting his shuttle duties. The hotel is only 2.4 miles from the airport, and even with traffic, it shouldn’t take that long.

When Juan arrived, he didn’t greet us or apologize for the delay. Instead, he was on the phone, complaining—loudly in Spanish—that he had already picked us up. We speak Spanish fluently, and he knew this. When we and other passengers tipped him, he rudely snatched the money without saying thanks. My husband asked the front desk about his behavior, but they offered no explanation or apologies.

The worst experience came after our cruise when my son, a military serviceman, needed a ride to the airport. We asked to ride along to say goodbye, and the front desk allowed it since we were the only passengers. Juan acted like we didn’t exist—no greeting, eye contact, or anything—and made the entire ride uncomfortable. At the airport, he told my son to get out and walk 20 doors to his terminal, despite my son carrying heavy luggage and rushing for an international flight. Juan then complained loudly to other guests, in front of my son who’s a kind good kid, blaming us for taking up space. How unprofessional and cruel!

When I complained to the front desk, they claimed this was the first complaint they’d received about Juan, which I found hard to believe. I researched online and found over 10 reviews with similar experiences. As an HR Director with 20 years of experience, I can confidently say Juan is a liability to this hotel and the brand. You’re losing guests because of him. My son, who serves his country with pride, didn’t deserve to be treated like this. Would I stay here again? I’m unsure. Would I...

We chose this hotel as we were staying in Miami for a week to celebrate our wedding. First impressions weren’t great. Upon arrival, the lobby floor was full of food crumbs. Then, when checking in, the younger lady with bangs and glasses was rude when we asked for an explanation of the prices. As the hotel employee, I believe it is part of their job to explain those things. We had a few less than good interactions with her and only her. She had a snotty vibe and seemed unpleasant. I had also booked a room for my mom to check in the following day. The same lady was working and we walked up to the desk. I told her I was checking in for my mom, who was right next to me and she completely ignored me and just talked to my mom. Whenever we would walk past the front desk while she was working. she would always be on her phone and not greeting us or saying anything. On the other hand, I really enjoyed the hospitality of one of the male front desk staff. He was very kind and made conversation with us and greeted us as we came back down or into the hotel. That is what I expect from the front desk staff. Obviously I don’t need to be greeted every single time, but being acknowledged and kind to guests is enough.

As for the room, I stated we picked this hotel for a longer stay because it included a stovetop, microwave, fridge, toaster and dishwasher. I appreciated the big fridge and the included dish ware and utensils. We ended up not using the stovetop but it was nice to have it as an option. The shower in our room was inconvenient. It was a half glass door, with the rest exposed, leaving room for cold air to come in during your shower. I also wish hand soap was included as I had to buy my own.

The location of the hotel was convenient for us. I wish the scent of the hotel wasn’t so strong as I didn’t really enjoy it. The staff did clean the lobby a lot during our stay so the initial impressions with the dirty lobby was fixed. Parking was about $24/night which seems like a ripoff especially for longer stays and given that you have to pay for parking literally everywhere. There wasn’t much grass on property for dogs to do their business in. It was mostly dirty and fallen trees. Another highlight was the included breakfast. I really enjoyed...

I requested early check in over 2 months prior to arrival. I arrived at 2:45 and the desk told me they would try to have a room by 3pm for me. We sat in the lobby lounge area in front of the desk and at 3:15 still hadn't heard from them so I went to the counter and they were checking someone else in. I was then able to get our room key. I would have thought they would tell us our room was ready instead of waiting for us to check again.

They gave me a key card and sent the mobile key to my phone. We got all the way to the room on the 6th floor to find both the key and the mobile key did not work so I went back down and was able to get a new one that did work.

The room was nice but not what we paid for. The description of the room we paid for was 2 rooms with King size beds and one having a sofa bed. Also said we would have 2 bathrooms. This was important as we had 2 couples. The room we received had 2 queen beds, no sofa bed and 1 bathroom. I will be calling Marriott to voice my complaint as I overpaid.

The breakfast was nice and plenty stocked for the most part. We were told coffee was served until 11am and when we went to get coffee at 9am the lady told me they were out for the day. How does a hotel run out of coffee by 9am?

We asked the front desk for a low key dive bar and were referred to an area downtown that we couldn't move while driving as it was so busy. Complete opposite of what we were looking for. We also asked for a local Mexican restaurant and were told we would have to drive to an area about 10 miles away. We found one within 1/2 mile. It does not seem that these employees know their surroundings and were of no help to a tourist group.

The TV in the other couples' room did not work the entire stay. The girl cannot sleep without having a TV on so this was very frustrating. We called 3 different days for help and no one could help us, nor could they understand us as English was not very good.

Overall the hotel is nice but the staff is extremely poor. I will not be recommending this...