Hilton Garden Inn Miami Airport West

Absolutely avoid this awful place. The service was astonishingly bad, and after traveling all over the world I've never been treated so rudely at a hotel. It felt like a cruise ship staging point and did nothing to promote the Hilton brand. I had to haul my luggage up and down five flights because only one elevator was working while the hotel hosted a cruise group. Other people waited 20 minutes for a place in that elevator, but I had better things to do with my time. The room was below average, and the bathroom tub tap leaked all night without stopping. Then Sabrina harassed me over breakfast, even though I'd been told it was included with the room. One sausage and one egg came to $21.95 with tax, including a $3.76 service charge for a one-price buffet. Sabrina even had the nerve to tip herself. Absolute ripoff.

This hotel seems set up for people staying one night near the airport, not the average traveler. Unless that's all you need, I'd look elsewhere. The hotel is old, and the elevators show it. The rooms look recently remodeled, but they're missing basic things. No safe, even though I'm traveling with cash, watches, jewelry, iPads, and other valuables. Housekeeping only comes every other day. The closet is a decent size but has a huge built-in unit, leaving almost no room for hanging clothes. We were here for a wedding with suits, shirts, and slacks, and the ironing board takes up even more of that tiny space. There was really no customer service. The front desk wasn't friendly and acted like I was imposing on her day. She didn't greet or acknowledge me as a Hilton Gold or Honors member, or even check whether an upgrade was available. I had to ask about parking after seeing a sign that said to pay at the desk, and she never asked if I had a car.

The room was great, and the location worked well for the airport, with a shuttle too. We arrived around 10:30 pm and asked where we could order food. The pizza place they suggested was a terrible recommendation. After waiting an hour and a half and calling twice, we cancelled the order. Still, I'd stay here again.

The service was good, and the atmosphere was good too, which is why I'm giving two stars. But the mattress was awful, like sleeping on the ground. My shoulder or hip would go numb, and I barely slept. I'm 40, 5'10", and 190 pounds, an average build. Maybe someone overweight would find the beds comfortable, but for me they were terrible. We were tired all week in Miami because we couldn't sleep properly. I tried to find the mattress brand so I could avoid it in future, but the tag only said it was custom made for Hilton Brand hotels. They made this terrible mattress on purpose, wow. Breakfast isn't included either, it's extra. And there was broken glass in the hallway. I told three different employees over four days before anyone finally cleaned it up.