DoubleTree by Hilton Miami Airport

I stayed at the DoubleTree by Hilton Convention Center in Miami for four nights, costing $700. Unfortunately, my experience was ruined due to the loss of my iPad. After checking out, I realized I left my iPad in the room. The next day, I returned, and security escorted me to the room, which had already been cleaned but hadn’t been assigned to a new guest. My iPad was nowhere to be found. I used “Find My iPad,” which confirmed its last location was at the hotel. I informed the staff, but they said it wasn’t in the room or “Lost and Found.” Since no guest had checked in after me, I can only conclude that staff, likely the cleaning team, accessed my device. I’m a loyal Hilton member, and I expected better from a brand like this. Losing a $1000 iPad is bad enough, but the hotel’s indifference and lack of responsibility were even worse. I no longer feel safe or confident staying at Hilton properties. Guests deserve security and accountability, especially at a hotel in this price range. I urge anyone staying here to be extra careful with their belongings. Hilton needs to do better to ensure guest trust and safety. Read less

Nice start but poor end to our stay. We arrived early and the front desk clerk was exceptionally sweet and friendly and funny. She said due to my member status we could check in early at no fee. The room itself is dated and could definitely benefit from some touch up grout work in the bathroom for sure. The floor in the entryway was not swept but the rest of the room seemed clean. The remote control had a glob of something clear on it that I cleaned off with my Clorox wipes. Ok, then in the middle of the night I use the bathroom and am greeted by a cockroach on the sink counter. I’m thinking it’s not that big of a deal- bugs exist and I’ll let the desk know tomorrow so they can be aware. I kill the bug and then go back to sleep. Then my husband gets up at 5am and I tell him about the cockroach and he says he just saw one go under the fridge, too. Now I’m a little grossed out because of the various instances adding up. He returns the rental car and comes back and we go to breakfast at about 6:15am. He says he stopped by the front desk and verified we had prepaid for the breakfast. I asked if he told them about the cockroaches and he said no. I veered off to tell the front desk about seeing the bugs and no one was at the desk although I could hear people talking in the side room. I waited a few minutes then started pacing a bit and then did the “excuse me, please” leaning into where I heard the voices. A woman comes out and I told her my room had cockroaches. She said “oh, ok. Well, housekeeping isn’t here until 9 and if you want another room you’ll have to wait until someone checks out and it’s going to be very busy today …” I interrupted her to tell her I didn’t need another room but I wanted to let her know about the bugs so she could note it to be taken care of later. I told her I didn’t think housekeeping was going to catch the bugs - it was something that needs to be addressed higher up. Long story short her answer was not what I expected at all- I didn’t see her make any notes, she didn’t seem surprised at all, she didn’t look up my info to see I was checking out today, she made no offer to assist with changing rooms but put it all on me if I wanted to come back later and wait until someone checked out? I asked for someone else to talk to (there was another person in the side room) and I could hear that person say “what’s going on?” but didn’t come out. I spoke loudly and said “a customer wants to talk to you”. She came out and said “I’m off the clock, what do you need?” I told her also bout the cockroaches and she seemed somewhat more surprised and asked the other girl if she noted it or if we wanted to change rooms. At this point the other woman gets on the computer and I finally say that I did not expect this response. I told them I expected an acknowledgement of the issue and an “I’m so sorry to hear that, here’s what we’ll do- make a note and make sure housekeeping knows. Would you like to change rooms?” Because at this point based on both their reactions I can only assume they are notified of cockroaches frequently. Neither ever said anything remotely sympathetic or even “I apologize - Miami does have lots of bugs and sometimes they get in the rooms but I assure you we appreciate you letting us know and we’ll make sure the room is cleaned” and neither had looked up my info to see I was leaving in a few hours anyway. Completely unnecessarily made things worse by making me feel like I needed to come back down and check to see if a room would be available between the people going to be checking out and in. Read less

On New Year’s Day, we arrived at the hotel late afternoon. Markus Elliott, the manager and his desk team ( Blanca and Aitana) bent over backwards to help solve our situation. They have fantastic personalities and made us feel at home. Our room was beautiful! Very clean and crisp. We have never stayed at this hotel but after today this will be our “go to” hotel in south east Florida. We fly very frequently and are now making Miami our frequent stop so we will be now staying at double tree by Hilton exclusively. We will happily spread the word on this hotel. Thank you so much for the 5 star treatment. See you soon!! Read less