Embassy Suites

Embassy suites Miami airport. This airport is extremely loud! Not only does it feel like the airplanes are taking off in your room, there is also a train that drives by that honks regularly. My children were exhausted, and couldn’t even sleep because of the noise - it brought them to tears!

The front staff is rude and incompetent. They make you feel like you’re an annoyance, and inconvenience. They are not willing to help with things go wrong (like wanting extra bedding for the pull out bed for your kids, dripping bath tub faucet, water pressure completely stopping 3 min into the shower). They didn’t even want to offer a room change. This is the worst hotel I have stayed in, for quite some time.

Hello,

From June 10, 2022 - June 12, 2022 my family and I stayed at the Embassy Suites in Miami Florida by the Miami Airport in rooms 634 and 424. Each room was roughly $500 for the entire stay. Our stay was horrible. I am a Diamond member to Hilton, and several of our family members that attended our trip was as well. Upon arrival, we noticed the toilet in room 634 was broken, it wouldn't flush. We didn't know the toilet was broken until after it was used and we made an attempt to flush the toilet. We made an effort to contact the front desk but could not get through. We walked to the front desk to report the complaint and spoke with Gwanna, who said she would send someone up to fix.

No one never came.

We called the front desk again that night to remind them, but no one answered. So we went back down stairs to speak with the front Desk about sending someone to fix our toilet.

No one never came.

The next morning we repeated the same process, and still no one never came.

Each time any of us had to use the restroom, we had to travel from the 6th floor to the lobby to use the rest room. We traveled with two wheel bound older adults. We had to wheel them down each time they needed to use the bathroom. It wasn't until Sunday, June 12, 2022, after we made our final complaint that someone came to the room to fix the toilet, but someone was in the shower at the time. We then found out that we needed to stick our hand in the back of the toilet to draw the chain up each time so that we could flush the toilet to avoid the smell and view of waste that has been residing in the toilet all weekend long. So instead of a weekend of relaxation, it was a weekend of frustration and discomfort. Then after we made our final complaint, Gwanna checked-us out. So then housekeeping came to our room not even 7 minutes after I left the front desk to complain about the toilet for a 5 time, she then checked us out and housekeeping knocked on our door to clean our room. We weren't prepared to check-out, as we thought check-out was 11:00 AM, and housekeeping came to our room at 8:45 AM. The Director of Housing, Ms. Sherman came back to our room to apologize because the front desk had apparently checked us out. This was ridiculous. We then utilize this as an opportunity to then express our concern for the broken toilet, and the fact that no one came all weekend long to fix it. She then contacted another manager who decided to apply a $100 credit.

Then, the night of June 11, 2022, there was hours of chaos on the lobby floor that could be heard throughout the lobby. A crowd of people were at the bar making loud noises, screaming to the top of their lungs between 7:30 PM - 11:00 PM. It was not the typical lobby noise or breakfast line noise, but it was purposeful and intentional. People were coming from out of their rooms all over the building screaming "Shut the F* up" and all other types of obscenities, while the lobby crowd at the bar did the same. We thought maybe administration would do something about it. We started to contact law enforcement because the noise was unbearably loud.

We complained several times to the front desk and the best assistance they provided to us was there apologies, because they were short staffed and couldn't handle every problem. They extracted parking for one day ($22) and applied a $100 credit, all for only one room.

As a Diamond member, I am not satisfied at all, nor do I think this is a valid trade off for my continuous business with Hilton for almost 15 years or the amount of money that was spent for the weekend. There was over $1,000 spent at Embassy Suites for my family this weekend, and we are disheartened that we placed our trust to stay with Hilton properties for as long as we have to have been treated in such way.

We would've expected a full refund for just room 634, which had the broken toilet, but after only being provided a $50 credit, and then an additional $50 credit because we complained to a second person, who contacted a third person, we felt that was not the absolute best that could've been done to support our complaint.

These practices do not reflect a great experience for customer service, nor was the issues we endured relaxing, comforting, or in alignment with the mission that Embassy Suites or Hilton holds. We also intend on reporting this matter to the Better Business Bureau and applying it to any media reviews we have access too, because we feel we patronize Embassy Suites and Hilton for too long and with too much money, to have received the poor service, problematic behavior, and lack of customer service necessary to have our problem fixed, to simply receive the excuse that the agency was understaffed. So basically, our problem wasn't resolved because of the agency's problems in maintaining staff, and the only reflection applied to a $1,000 stay between both rooms was $100. That is ridiculous and unreasonable. We are requesting a full refund for my family's stay at the embassy suite of Miami for both rooms 424 and 634.

I left my car at Embassy suites hotel Miami-Airport at a secured parking lot. When I came to pick up my car I found a bullet hole in my right fender. Hotel had only one person on duty at the front desk. I was asked to complete a guest statement and was assured that I will be receiving a phone call on Monday from a hotel manager. It has been 4 days (Thursday) and I have not received any calls. I tried to reach a hotel directly numerous times in the last few days with no luck. Except once I got through and was able to leave a voicemail on a managers answering machine. It has been 48 hours and still no returned call. Very unprofessional customer service.