Hilton Miami Airport Blue Lagoon
Miami
Recensioni
I rarely leave negative reviews, but this was an extremely disappointing experience. We booked this hotel because we were disembarking from a cruise and needed a place to relax before our flight. We arrived around 9:00 AM and asked if early check-in was available. We completely understood when we were told it wasn’t and that we’d need to wait until the standard check-in time around 4:00 PM. What we did not understand was that there is major construction taking place throughout the property, and none of this was disclosed on the website when we booked. Large portions of the property are inaccessible, with signs posted throughout indicating areas are closed. More importantly, the noise is unbelievable. Workers are operating concrete drills inside the building, creating constant, extremely loud noise. Since our room wasn’t ready, we had to wait more than five hours. Our options were either sitting inside while enduring deafening construction noise or sitting outside in 90+ degree heat. We even asked if we could sit in the airport lounge area, which was completely empty at the time, and were told no. Ironically, we had just paid to eat there and there was no issue while we were spending money. When we finally received our room, we thought being on a higher floor would at least reduce the noise. Unfortunately, the drilling and construction vibrations travel through the building. The walls literally shake, and the noise carries all the way into the room. I am currently wearing noise-canceling headphones in an attempt to drown it out, and even those are barely helping. To make matters worse, the condition of the room itself was unacceptable. The refrigerator had broken shelves, exposed wires, and a brown crust-like substance throughout the interior. This is not something guests should encounter in a room at any hotel, let alone a Hilton property. Had the hotel been transparent about the extensive construction before booking, we would have chosen another property. Guests paying full price should be informed when significant portions of the hotel are inaccessible, when construction is so disruptive that it’s difficult to relax in the room itself, and when basic room maintenance and cleanliness standards are not being met. This experience was frustrating from start to finish and did not meet the expectations of a Hilton property. Another disappointing aspect of our stay was the overall customer service. We were never rude, never raised our voices, and never once complained despite waiting more than five hours, dealing with excessive construction noise, and later discovering maintenance issues in our room. Yet throughout our stay, it felt as though we were an inconvenience rather than paying guests. Unfortunately, we encountered very few friendly staff members. Even our interactions with the concierge and baggage storage staff felt cold and unwelcoming. Hospitality is about making guests feel comfortable and valued, especially when circumstances are less than ideal. Instead, the overall atmosphere made us feel like we simply were not wanted there. Between the undisclosed construction, the unbearable noise, the condition of the room, and the lack of welcoming customer service, this was one of the most disappointing hotel experiences we have had.
Beautiful hotel! Nice pool, rooms, and outdoor area. The bar and restaurant seating areas are nice also and the drinks are good and reasonable. They were being renovated during our stay, but it didn't take away from anything. Customer service was outstanding, particularly with our concierge, Sandro. He really took good care of us, he was very helpful assisting us with luggage and getting transportation to the port. The food wasn't something I'd reccomend. You'd be better off doordashing something local.
Overall a great one night stay post cruise. Nice property, resort type & convenient amenities. Didn't try restaurant but take out options galore prepared etc. small store in addition. Friendly accommodating staff with smiles! Rooms are a little dated but suffice. Great screened balcony with view of ✈️ take offs & landings galore! Well done. I would stay again for sure & highly recommend.
