Home2 Suites by Hilton Miami Doral West Airport

The front desk staff were fun and friendly, and the room was clean. Breakfast was free but the choices were limited, there was a strange smell around the kitchen, and parking cost extra. The area seemed generally safe. It was a busy holiday weekend, and other guests were loud, though that's on them, not the hotel. Our bigger frustration was housekeeping. We needed a quick response, but it took hours, so I eventually handled the problem myself. That's why I rated service two stars. I'd consider staying again and giving them a chance to make it right.

My family and I stayed at this Home2Suites for a few days after Christmas, and it was easily the worst budget hotel we've stayed in during all our travels. Our room wasn't properly cleaned between guests. There were leftover items, a cracker and a french fry on the kitchenette floor, and housekeeping never picked them up during our stay, even though the room had daily service. The floors were dirty, and nobody thoroughly cleaned the room. Breakfast was chaotic, with people cutting in line, not enough staff for a full hotel, and food that wasn't restocked promptly. I was there for three mornings and never got a waffle. I raised the problems at check-in and checkout, but nobody called back. Two weeks later, I noticed I'd been charged for parking even though it was included in my package, and had to call the hotel. Check your bill carefully, because they may charge parking twice. I emailed the location's Sales Manager with photos and hope the service problems are taken seriously. The staff gave us no help or compensation, and I came away feeling they didn't care. They also didn't follow their own policies. My family won't stay again, and I'd tell anyone looking at Doral hotels to keep searching. There's nothing homey about this Home2Suites. The lobby sign says satisfaction is guaranteed, but they did nothing to make things right.

Housekeeping did a great job, the hotel looked clean, and breakfast was decent, but the customer service was awful. Three people walked past me at the front desk, and I waited nearly five minutes before anyone acknowledged me. They seemed to be having a personal conversation while looking at me. Since it was my first time there, I asked where the laundry room was. The desk clerk said it was in the gym, then told me the gym was on the other side of the wall when I asked where that was. The washer and dryer card machine doesn't work, so you need cash. There's no ATM on site, and you have to walk or drive somewhere to get it.

I never got to see the room, though the hotel looked very nice and I assume the room is good. The man helping me at 4 a.m. was nice, but didn't go out of his way to help. I booked through Agoda around 3:45 a.m. for January 10-11, but by then it was already the 11th. They had availability, yet couldn't make the reservation because the date had changed, even though I only needed six or seven hours before the 11 a.m. checkout. Agoda tried to help but said Hilton's system got in the way. Hilton took 45 minutes to assist me, then quoted almost $300 for those few hours, after I'd already paid $230. I left around 5:30 a.m. to find another hotel. I later learned about Dayuse.com, where you can book cheaper blocks of seven or eight hours for situations like this. Hilton did nothing in the end, not even offering a bottle of water. I'm often looking to stay at Hilton hotels, so this was very disappointing.