Holiday Inn Express and Suites Kendall East Miami

The pool area was impressively clean, and the Wi-Fi was fast enough to be a real help with my work. The place is well maintained and has a welcoming feel, with staff who go out of their way to make you comfortable. For this price in Miami, that level of service is unusual. Good value, and I’ll stay here again on my next trip.

We keep coming back to this Kendall hotel whenever we visit Miami, and have stayed here several times with family. The property is clean and room service is friendly. My wife handles check-in, so I don’t deal with the front desk myself, but she always says the staff are nice and the Manager is helpful. You can see the customer service culture the Manager has built here. If you need a clean, friendly hotel in Kendall, this is the place.

The area felt safe, with several good places to eat and shop nearby. Check-in was easy, the bedding was comfortable, and the stay felt cozy and stress-free. Holiday Inn Express in Kendall East went beyond what I expected. A solid five stars.

The room wasn’t clean when we arrived, with bottle caps on the floor and gum wrappers left behind. That added to serious concerns about housekeeping. We also had a hot water outage. I asked for updates at least five times during the day, and each time the assistant manager just said, “We know.” There was no estimated timeline, apology, or alternative offered. When I asked why there weren’t any solutions, she seemed irritated and spoke disrespectfully. I have video of that interaction because I didn’t accept her calling it their inconvenience, hot water is essential, and guests should be told about it and given solutions. Our rooms were on separate floors even though they were booked under one reservation. Staff said nothing could be done, gave us access to only one room, and said a manager would follow up. That didn’t happen until the next day. The front desk staff had a very “it is what it is” attitude. The assistant manager seemed bothered whenever guests brought up problems she already “knew” about, instead of taking responsibility or helping. Basic concerns were met with annoyance. Cleanliness, communication, and professionalism all fell far below what I expect from an IHG property. I wouldn’t recommend this hotel.