Holiday Inn Express & Suites Miami-Kendall by IHG — Hotel in Palmetto Bay

Complete Disaster of a Stay – Unprofessional, Unsafe, Uncomfortable. I’ve stayed in many hotels, but this experience was beyond disappointing. The hotel is extremely outdated, and there’s a strong, unpleasant odor throughout the building. My first room had no hot water, and to make matters worse, there was hair in the tub, on the bathroom floor, and even in the beds. When I questioned why the sheets weren’t changed, I was told they only do that every three days — which is completely unsanitary.

They also claimed housekeeping wears hairnets, but that was false. The woman who came to clean my room did not have one on. My personal can of Lysol was removed from my room — and I do not appreciate anyone going through my things. That made me feel extremely uncomfortable.

The problems just kept stacking up: Electrical sparks in the room required the front desk to reset power manually. The door handle was broken and never repaired, even after being reported. The Keurig didn’t work, and neither did the Wi-Fi. Noise was constant—hallways were loud early every morning, and there were stomping and banging noises above us throughout the night, making sleep impossible.

Then, after leaving and returning to the room, we found the floor soaked, no warning, no explanation. We later learned it was due to the AC leaking, which also explained why the room wasn’t staying cool. I called the front desk, and the agent said maintenance had left for the day but that he’d send someone to place towels around the leak. No one ever showed up. At 8:00 AM the next day, I discovered they had just left the towels outside the door on the floor. No knock, no call, nothing. I was up all night, restless, and would’ve heard them.

Even worse, after all that, I was told a fan had been placed in my room “for a couple of hours,” which turned into overnight. The smell in the room got worse by morning, most likely due to the wet floor. I called down at 9:00 AM to report the issue, and no one came until 11:28 AM.

When I asked to speak with the manager, the male front desk attendant on July 24 was extremely rude and didn’t even want to transfer me. I insisted. When I finally spoke with Manager Miguel, he said they had checked me out of the room the day before because it was out of order — no one informed me of that! Instead of moving me, they just let me stay in it. When we discussed switching rooms, I was told they only had one room available with a king-size bed, even though I had three people with me, including my son who sleeps rough.

To make matters worse, another manager joined the call while the maintenance man was present and kept repeating everything Miguel had already explained. I politely told her I didn’t wish to speak further, as I don’t need to be talked to like a child or hear the same thing over and over from multiple people. I chose to deal directly with Miguel moving forward.

The maintenance man came without keys to the new room, despite being told I had to move. By this time, it was 12:00 PM, and I had been waiting for assistance since 9:00 AM. After being moved through three rooms, I finally got one with hair again on the floor and in the tub, thankfully not in the bed this time.

With all of that said, I want to be clear about the one positive throughout this stay: James at the front desk. He has been an absolute blessing. From bringing a wheelchair to my car after my surgery to checking in on me and my family daily, he has shown professionalism, kindness, and genuine care. He was always: Polite, Helpful Friendly, Knowledgeable, Attentive, Respectful Reliable, and always greeted us with a warm smile

James made an otherwise unbearable experience just a little easier, and I truly appreciate him for that.

Sadly, the rest of the staff, especially management (outside of Miguel), showed a lack of communication, urgency, professionalism, and compassion. For the amount of money I paid, I should’ve been able to feel comfortable, clean, safe, and respected just like any other guest.

I would not recommend this hotel under any...

If I could leave zero stars I would. I reserved a room for 2 nights and 3 days. I reserved a wheelchair assessable room since I’m in a wheelchair and need a roll in shower. The problem wasn’t necessarily with the room itself but the location of the room and construction that was going on directly above us. We got to the hotel about 3pm on the 20th. We were given room #110. The room is literally directly across the hall from the breakfast area, the elevators, the pool entrance and the reception area. Yea it’s all right there together. We tried to stay positive but we weren’t there even 15 minutes when the problems began. First we had just drove 14 hours straight from NC and simply wanted to take a quiet nap. Nope that wasn’t going to happen. We started hearing the loudest beating noise you could ever imagine. It literally sounded as if someone was trying to knock a hole through our wall right at the headboard of our bed. We immediately called the front desk and asked what in the world all the noise was and the woman acted very irritated that I would even call and told me well obviously it’s construction and it was on the floor directly above us. We asked to switch rooms and was told the only other room on the 4th floor also had a leak that needed repaired so we had no options. She then told us we should have been informed at check in and the best she could do was give us a free drink for our inconvenience. A free drink really? We can buy our own drinks we wanted a peaceful room. We were told we couldn’t get a refund and to deal with it even though we had only been there 15 minutes. We weren’t informed at check in or when I made the reservations that construction was going on. The young man that checked us in never made eye contact and never spoke a word until we asked what time breakfast was. He did confirm that he never informed us of the construction. Also the construction started daily at 9:45am and lasted till 6pm. If that weren’t enough the walls were so thin that during breakfast that started at 6am-9am it sounded as if a party was going on in our room since we were directly across the hall. A woman screamed and cried for 2.5hrs straight Tuesday 10-21-25 and when we tried to check to see if everything was ok we were screamed at to go back into our room. We were never offered fresh towels or room service and the breakfast was a joke. This hotel is horrible for anyone that wants to get a little bit of peace and quiet. Do yourself a favor and find a different hotel. I...

This motel room is under my boyfriends name Thomas Shane field. This place was wonderful. Great staff including all workers. They did everything to make your stay enjoyable. Very clean and the outside was very pretty with plants. Hot tub and pool were spotless and great. Breakfast and the homemade sugar cookies they put out at 3:00pm were delicious. I just wish I could pick up this motel and move it to Louisiana or Texas. My boyfriend used his points and that was a double bonus. tshaunfield@yahoo.com is his email. I am Jeannie Meany Drouilhet. Thank-you for this motel as I had a paid vacation package with a motel on the beach. This motel you have should qualify for a 4 star rating. Thank-you for having such a great and wonderful place to stay. We like wild open spaces where you can park your rented car safely and drive places. We are in out mid 60s and can only walk so much.The quality was great in every category and even the maid service should get a gold star. I would recommend this motel to anybody traveling to Miami. My beach days are pretty much behind me along with walking all day. This motel was the best thing about Miami. We have water, fishing, gators all around boating at home in Louisiana. We also have Mardi Gras and any party you want. We just enjoyed our down time, relaxing,a little shopping at stores I like for fine jewelry and leggings, along with some great food eating out. Favorite was Flenigans-spelling? and the motel sugar cookies at 3:00pm and I usually don't like sweets. I cook cajun food and enjoyed the food at yalls restaurants. I will make any sweets you would like but those sugar cookies were to die for. I am not a choclaholic like the rest of my family. Those cookies were just right and not overly sugary .I had to watch myself as I could of probably nibbled on...