Holiday Inn Express & Suites Miami Airport East by IHG

Ruben Munoz 4 months ago

I recently had a disappointing experience at Holiday Inn Suites Miami Airport while waiting in the lobby for a client of mine. I am a financial advisor, and on several occasions I have recommended this hotel to clients traveling from other states. In fact, I have closed business while clients were staying here. In this particular case, my client was flying in from Texas for one night in Miami. He did not yet have a reservation, as we were planning to meet upon arrival and then proceed with booking his stay. I arrived early to wait for his flight to land and intended to refer the hotel again. While waiting in the lobby, I politely asked the front desk associate, Javier, if I could briefly use the restroom. I understand that restrooms may be reserved for guests; however, the interaction escalated unnecessarily. I was told I could not wait in the lobby without a reservation and was informed that the police would be called if I did not leave. What makes this even more surprising is that on a previous occasion, Ms. Carla assisted me with exceptional professionalism and courtesy. She clearly understands the importance of hospitality and how customer experience impacts future business referrals. She represents the standard that builds loyalty. Unfortunately, this recent interaction did not reflect that same understanding. As someone who actively refers business to hotels, service consistency is critical. Hospitality is not only about current guests — it is also about how future guests are influenced by their first impression. I sincerely hope management reviews this situation to ensure that the level of service aligns with the brand’s reputation and supports long-term business relationships.

Tesila Sexton 5 months ago

I recently stayed at this hotel and had an exceptional experience. The front desk staff, Kaleb and Carla, were very welcoming and helpful in answering my questions and providing recommendations to maximize my visit to the area. I made an accommodation request due to a chronic health condition, and Carla quickly and fully provided a satisfactory resolution. The room was very modern and clean with plenty of space to move around, work, and store my belongings. I highly recommend this hotel for anyone visiting the Miami area.

Jason a month ago

⭐☆☆☆☆ Extremely disappointed with my stay at Holiday Inn Express & Suites Miami Airport East. Our reservation was for a room with two queen beds for three nights. Upon arrival, we were informed that our room had been changed to a king bed despite there being four people in our party. As a result, two guests were forced to sleep on the floor. The most frustrating part was the lack of communication and follow-through. We were promised a two-queen room the following day and were instructed to pack up our belongings and leave them in storage so the room could be prepared. When we returned that evening, no room had been reserved for us, and we were told to come back again the next morning. Although another employee eventually helped us secure the correct room, the damage had already been done. Two guests slept on the floor for two of the three nights of our stay. What is even more disappointing is that this has now been going back and forth between Guest Relations and the hotel's General Manager, Alejandro, with little to no meaningful response or resolution. I currently have an open Guest Relations case (Case #10593242443) and am still awaiting a satisfactory resolution. Hopefully this review helps bring attention to the situation. Mistakes happen, but failing to honor a reserved room type, providing inaccurate information, and then failing to properly resolve the issue afterward is unacceptable. Based on this experience, I cannot recommend this hotel.

Nicholas Nairne a month ago

My first time in Florida and so my first hotel in the area. Very laid back. The only drawback I have is that apart from the hotel providing breakfast there are not too many options for some good food in the area. Coming from Queens NY where food is always available made that very difficult to deal with. Otherwise it was a good stay.

Candace Johnson 3 months ago

I am extremely disappointed with my stay at this hotel. After traveling all day, I checked in expecting a clean and comfortable room, but what I received was completely unacceptable. The bathroom shower has visible mold, the sink is clogged with standing water and someone else’s hair, and there is dust throughout the room—including on the lampshades. The carpet is stained, and the overall cleanliness of the room is very poor. I contacted the front desk immediately to request a new room, but I was told none were available until the next day. The staff member appeared to have been asleep when I arrived, and I have yet to receive the follow-up call I was promised. To make matters worse, the additional covers provided smell like cigarette smoke and appear stained. This experience has been extremely frustrating and disappointing. Cleanliness is a basic expectation, and this room does not meet even minimum standards. I would not stay here again and will be pursuing a refund through corporate.