Tru by Hilton Miami Airport South Blue Lagoon

The service made this trip for us. At check-in, Angel made sure we had everything we could need and kept a positive attitude. He was also helpful whenever we called for fresh towels or directions. It was nice to have a friendly conversation in such a fast-paced city, and if the service is always like his, I'd absolutely stay again. My mother had surprised my fiance and me with a trip to visit family here, and we had a fantastic time. The hotel was close to the airport, so getting there wasn't much hassle, though the area has heavy traffic. The room was as expected, clean and put together well, but a few spots seemed to have been missed by the vacuum.

The breakfast was the one good thing. The location is beautiful, but the service was horrible: they couldn't get the shuttle information right, there was no remote in the room, and flies were in the room and throughout the hotel. The water was scorching hot, so be very careful if you bring kids. I waited for a supervisor to call about the problems, but nobody did. I spent the night killing flies. Not worth it.

I paid a nonrefundable $363 for one night, which was overpriced for what this hotel offers. The rooms have just a small hanger above the coffee pot area and two wall hooks for clothes, no desk, and sheets and covers worse than Walmart quality. The pillows were lumpy and uncomfortable. Cleaning service only came every other day. The TRU is an overrated, overpriced mid-level hotel that doesn't even offer the quality of a college dorm room. I wouldn't recommend it or stay at another TRU. Marriott's mid-level hotels are better than Hilton's.

The room was clean, with very nice sheets, and breakfast was great, but the kindness of the staff is why I'll come back. My flight was cancelled, so I booked in a hurry and arrived to find the hotel sold out because of a problem with an external booking site. That wasn't Tru by Hilton's fault. David and Pablo at the front desk sprang into action, found me a room, had it cleaned, and did so much to keep my rough day from getting worse. I'm very grateful and will absolutely return because of their care. Thank you both so much!