DoubleTree by Hilton Miami North I-95 — Hotel in North Miami

I would not recommend staying at this DoubleTree. We stayed for two nights, and the experience was both disappointing and frustrating.

On the first night, we returned from dinner to find that the hallway on our floor smelled strongly of marijuana. The odor was so overpowering that it seeped into our room. My mother has weak lungs and cannot tolerate smoke, so I went to the front desk to request a room change. The front desk staff sent someone to check the hallway and consulted with the supervisor. After confirming that the smell was present, the staff member informed me that the hotel was fully booked and could not relocate us. When the person who inspected the hallway returned, he confirmed the odor but said they could not determine which room it was coming from. I expressed concern that the smell would persist if they did not address the source, especially as it was already affecting my mother’s health.

When I explained my mother's condition to the supervisor, his response was dismissive and lacking empathy. He told me there was “nothing they could do” and suggested that if the smell was intolerable, I could check out and he would refund me. I was shocked by his indifference and asked him, “If I check out now, am I supposed to sleep on the street?” He gave me a dismissive look, making it clear that he did not care.

After pressing further, he said he would take five to ten minutes to try to locate the source of the smell. I asked if he would update me once the issue was resolved, and he assured me they would call, but I never heard back. It was around 11pm and with my dad’s disability, it would be difficult for us to find a hotel room and move at that time. With no other choice, we endured the situation. My mother coughed for nearly two hours before finally falling asleep. While I understand the hotel being sold out, the staff could have done much more to address the issue and ensure our comfort. Simple solutions like using an air purifier, a fan, or even sealing the door with towels could have helped, but these options were not offered. Instead, I was met with indifference and an “unbelievable” look from the supervisor.

This was not the only problem with our stay. When we first entered the room, the floor was sticky and covered with black stains. The bathroom handle had a residue on it that looked unpleasant, and the security lock on the door did not work, leaving us feeling unsafe. Also, there was no soap provided in the room. My mother discovered this midway through her shower, and I had to go to the front desk to retrieve some.

We had reserved an accessible room for my father, who has a disability, but the bathroom design was poorly thought out. The shower stall had a slippery surface that became dangerous when wet, making my father nervous about falling. While the shower had a seat, it was difficult for him to stand up safely as the floor is slippery. Additionally, the bathroom door would not stay open on its own, making it inconvenient for anyone with mobility challenges.

Another frustration was the lack of responsiveness from the hotel’s text messaging service. Many Hilton properties offer text support, but here, it took over an hour to respond to a simple request for a luggage rack on the first day, and I received no response at all on the second day on my request for towels. My mother eventually had to go to the front desk and encountered the same rude supervisor, who was reluctant to give her towels and made her feel uncomfortable. I was never questioned at any hotels just for getting towels.

As a Hilton Diamond member, I stay at many Hilton properties throughout the year, and this was by far my worst experience. I had booked this stay with points as part of a family vacation before a Caribbean cruise. Instead of feeling like a reward stay, it felt like a punishment, completely ruining the start...

Check in was smooth. Kim the front desk agent was the only one who recognized my status with the rewards program and I thank her for that. She was very kind, helpful, and answered any questions. I don’t care about my status but sometimes i’m shocked when people say thank you for choosing IHG. It means a lot. During the middle of my stay, had trouble getting towels and an extra blanket. Gave us towels twice when asked several times. For the blanket, we never got one. We kept asking every morning but they would always say that they are washing them and would bring one up by end of day. Never did on numerous occasions. Location was alright but close to many intersections with homeless people asking for money. I do like how they close the back gate for security reasons after midnight. Security personnel rode around on their golf cart and were mainly on their phones but I guess that’s normal, not much to do.

I recommend Better security locks on the outside doors as we forgot our keys and we would test the side doors to see if they would open without a key and several times they would. We mentioned this to security but they were just sitting on their golf cart on their phones. The access to room floors via elevator with our room key may work but it also doesn’t work. Several hotel staff would just let anyone up with their work key just by being nice if we forgot our key. This is a big security risk. What if this was someone who had intentions to cause harm. Other guests would also help one another as well. Guests should always get a new room key if unable to access other floors or even their rooms.

My brother and I tried to enjoy breakfast but we were told we had to pay for it. When I booked, I thought my rate came with the breakfast but I guess I was wrong. The housekeeping team cleaned our room each time we asked for the week & half we were there, it smelled great and fresh after we returned from our daily activities. We even helped them by stripping the beds and making sure everything was in one place for easy removal. We did notice that one of the bedding sheets that covers the main mattress had a stain on it but it never effected me. Room was nice but beds kinda uncomfortable. Overall good stay but will likely won’t stay again. If I do, it’s because of how close the hotel is to everything we wanted to go do like Miami Beach, east highway access, and downtown. Miami...

We arrived this evening to find out that one of the rooms had been cancelled without anyone contacting me regarding the matter. I drove over five hours most of it in the rain and I was tired and needed to just chill out but there was not a very welcoming environment when we arrived. Early prior to leave, I received an alert from American Express requesting that I verify a purchase. Apparently when they were authorizing the card for the two rooms reserved, the card was ran multiple times thus creating a potential fraud alert. Due to the fraud alert being activated, the card was temporarily held until verified. As a result, the hotel cancelled one of the rooms without contacting me. When we arrived with a party of four looking for two rooms, we were then informed that one of the rooms was cancelled because the card was declined.

Patrice Morris was not rude, but she was also not very customer friendly. We were advised that she would reinstate our room at the previous rate as a courtesy. At this point we all are tired and just need to rest from the hectic drive to Miami. We made calls to both the credit card company as well as the customer service of the Holiday Inn. Everyone was in the mood for the blame game. It was frustrating to say the least. So we came down to relax a bit, but the start has not been pleasant. The conversation ended with you are welcome to breakfast for an additional fee. So I thought that the breakfast was included with the reservation which is why I chose this location. Obviously I was mistaken. I was disappointed with the customer service that we received. Yet no one seemed to be concerned about my experience today.

The room has wallpaper on part of the walls and it is puckering at the seams. The bathroom was not very clean. There is a nice mirror and a moen faucet attached to a sink that is moldy, and a floor that looks fairly renovated but yet not being cleaned. The first two hours, we listended to doors slamming in the hallway.

Just an overall...