DoubleTree by Hilton Sunrise - Sawgrass Mills

We walked back after the WWE event and saved the cost of an Uber. The hotel is close to Amerant Areana and within walking distance of the huge mall, closer than we’d expected. The beds were clean and very comfortable, and the feather comforters and pillows gave the room a more upscale feel. We didn’t get to swim, though the pool looked clean and a nice temperature. Thanks for a great stay. We’d come back.

After a long international flight with my family, including two young children, we arrived late at night expecting to check in to our confirmed reservation. Instead, we were told the hotel was overbooked and had no rooms, with no advance notice and no proper alternative. We were left exhausted, standing there with our luggage. The front desk offered to help find another property, but the options didn’t suit our needs and weren’t comparable or convenient. We had to find a place ourselves at the last minute and pay about $1000 USD out of pocket. Waiving the cancellation fee doesn’t make up for being turned away at midnight, the stress and exhaustion for my family, the unexpected cost, or the poor experience. For a brand that claims to stand for reliable service, this was unacceptable. I hope management looks at its overbooking policies and improves communication so other guests don’t go through the same thing. Overbooking may be common in the industry, but how it’s handled says a lot about a brand’s integrity, and this fell far below expectations. It also doesn’t reflect the corporate identity and global standards Hilton claims to uphold. I’ve traveled internationally often and trusted Hilton many times, which made this especially disappointing. I’m seriously reconsidering whether I’ll choose Hilton again. No family should have to deal with this after a long journey.

We chose this location because it mattered to us, and we’ll stay here again. We spent one night before a cruise. The pool and gym are basic, but that worked fine for us. Wendy's is within walking distance for an easy breakfast, and it was nice to have so many different stores nearby at the mall.

The bed was comfortable, the free cookies were good, parking was free, and the hotel is beside the sawagrass mall. That’s about all I liked. The room was dirty, stained, and outdated, and the breakfast buffet wasn’t very good. The restaurant was dark and ugly, with a style that felt stuck in the early 2000s. The hotel needs a full renovation and cleaner rooms. I showed photos to the people at the check-in counter, but they didn’t offer a discount. It’s far too expensive for this kind of room, and I wouldn’t recommend staying here.