We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“The worst customer experience from Hilton” 1 of 5 stars
Review of Hilton Miami Airport

Best prices for your stay
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Show Prices
Compare best prices from top travel sites
and 8 more sites!
Save
You added Hilton Miami Airport to your Saves list
Hilton Miami Airport
4.0 of 5 Hotel   |   5101 Blue Lagoon Drive, Miami, FL 33126   |  
  |  
Hotel deals
  |  
Hotel website
  |  
Hotel amenities
Offers & Announcements
Rates from $189 Now!
Ranked #42 of 129 Hotels in Miami
Mexico City, Mexico
Contributor
17 reviews 17 reviews
8 hotel reviews
Reviews in 9 cities Reviews in 9 cities
11 helpful votes 11 helpful votes
“The worst customer experience from Hilton”
1 of 5 stars Reviewed yesterday NEW

We had a small "customer experience" exploration event from our company and this hotel was an example of "what NOT to do". I traveled with 4 customers and made all the reservations and even did "web check in" at the hotel...
- We waited for a shuttle for 50 min and were never picked up. The only Hilton shuttle that passed through within 15 min of our wait was full. The driver told us to wait because the other one was "right behind him" even though the other shuttle was broken. We finally took a shuttle to Marriott and then a taxi to Hilton. I called the hotel 3 tiems and every time they woudl put me on hold for at least 5 min. After the third time (since it was an international call - we decided to go with Marriott shuttle
-Check-in process despite the "pre check in" was not any faster.
-The welcome packages that were prepared for us were "forgotten".
-Even though the internet was included - we were not explained this at all and then had a mess with invoices upon check out.
-The rooms are nice but something that you expect from a 5 start hotel.
-The bathrooms in the common facilities often did not work- needing to flush the toilet 5 times sometimes just to make a piece of tissue go away.
- the thing that ticked me off the most was the 5USD fee for amazon packages. I have never stayed in the hotel before where I would be charged to receive my own packages.
Next time I am staying 3 blocks down the road in Courtyard Marriott - where the rooms are simpler, but nice and clean, I have my working Internet - I get picked up from the airport and I do not get charged for my packages... and all for half the price of Hilton....

  • Stayed December 2014, traveled on business
    • 2 of 5 stars Value
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Write a Review

1,344 reviews from our community

Traveler rating
    450
    550
    232
    73
    39
See reviews for
356
380
89
320
Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (207)
Date | Rating
  • Dutch first
  • English first
  • Finnish first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Norwegian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Turkish first
  • Any
English first
Cincinnati, Ohio
Reviewer
4 reviews 4 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed yesterday NEW

Stayed here for one night. Arrived in the early evening and, after checking into our room, found that the bathroom had not been cleaned. There were towels on the floor, used soap, etc. This issue was rectified after a phone call to the front desk, however this is a major oversight. The room itself was comfortable, clean, and quiet. Breakfast in the coffee shop the next morning was a real problem, especially since there are no other food options in the hotel for breakfast. Service was exceptionally slow, but the breakfast was quite expensive. It took forever to have our order taken, get our food, and get our check. We did not do the overpriced buffet, but if the hotel cannot handle having customers order off of the menu, this should not be presented as an option. The common areas of the hotel seemed to be well kept, as well as the grounds. Did not see the pool area. I think that there are probably better choices in the area that offer breakfast included with the room rate.

  • Stayed December 2014, traveled with family
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bridgetown, Barbados
1 review
5 of 5 stars Reviewed yesterday NEW

Was in miami for 2 days recently and stayed at the Hilton Miami Airport. Could not ask for more. Great suite right off the airport and despite being across the road from a departing runway the room was well insulated and the noise was not obtrusive. Excellent service received from all staff encounted. Will return, will recommend.

  • Stayed December 2014, traveled on business
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Anglesey
Contributor
19 reviews 19 reviews
7 hotel reviews
Reviews in 9 cities Reviews in 9 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed 3 days ago NEW

The shuttle from the airport was no more than a 5 minute wait, booking in was friendly and helpful, offering us two rooms together and rooms with a good views, very good bar food, again friendly and helpful when ordering. First class service and helpful to an unseasoned traveller, i.e. informing me that the service charge was already included, i would probably have paid twice, if this had not been mentioned, sparkling clean and friendly hotel.

  • Stayed December 2014, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Otego, New York
Senior Contributor
44 reviews 44 reviews
16 hotel reviews
Reviews in 28 cities Reviews in 28 cities
22 helpful votes 22 helpful votes
3 of 5 stars Reviewed 3 days ago NEW

I am a business traveler, so I am in hotels constantly. I like to stay at hotels that make an effort to conserve natural resources. Most do a pretty poor job of implementing these programs however. Hilton overall does better than other chains, but I was disappointed with this hotel in this regard. When I checked in I asked at the front desk what I could do to ensure that the towels were NOT changed daily, nor the sheets. That is a ridiculous waste, not something most of us do at home and not necessary in a hotel either. So, they put a special note in the file to alert the housekeeping to my preference. I hung up the towels AND placed the sign that says if you hang the up they won't replace them right on the towels, but they were still changed. This happened both nights of my stay. I am so frustrated. But I refuse to give up. I call every single time they violate their stated policy and complain, making sure they are aware of these problems. Which basically means I call nearly every night to complain. It was nice of the hotel to remove my internet fees as a token to my frustration, but what I REALLY want is for them to do what they say they will do.

  • Stayed December 2014, traveled on business
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service

Review collected in partnership with Hilton Hotels & Resorts

Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New York City, New York
Contributor
18 reviews 18 reviews
16 hotel reviews
Reviews in 14 cities Reviews in 14 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed 4 days ago NEW via mobile

I have stayed at this hotel many times over the years. It was always a good and convenient hotel to stay for a few days, clean and comfortable. The recent renovations of the rooms and now the meeting center has earned the hotel, in my opinion, a 5. The rooms are first class and the meeting space is vastly improved. The front desk staff and catering sales staff are terrific - professional and personable. I would recommend the Hilton for it's high standards, quality and value.

  • Stayed November 2014
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Paris, France
Top Contributor
141 reviews 141 reviews
31 hotel reviews
Reviews in 38 cities Reviews in 38 cities
86 helpful votes 86 helpful votes
3 of 5 stars Reviewed 5 days ago NEW

My family has traveled through Miami for years going into and out of the Caribbean. The Airport Hilton has always been a good overnight option close to the airport. We have experienced the ebbs and flows of the property conditions without complaint. I am a "Diamond" customer.

This past November I reserved a room for 1 night on line. Usually I would book through Amex Centurion because I get certain benefits e.g. free breakfast.

On this occasion I responded to an online offer for the best rates possible directly through Hilton. I booked the King and Breakfast option with the caveat that I was not sure if I should get it free i.e. the straight King rate. I received confirmaiton #3161350355.

I arrived at the hotel on December 2nd and the desk clerk confirmed that I got free breakfast anyway because I was a "Diamond" level patron. She refused to reimburse my additional money paid for breakfast. I insisted and she told me that she would speak to the Manager. Long story short; the manager was very condescending and indifferent to the matter. He told me there was no way he could determine what the additonal payment was so as to reimburse it. He did something; I'm not quite sure what --- but he was so unpleasant it really didn't matter.

Its not a big deal; but its the principal of the matter. The guarantee was for best rates and if not $50 coupon or something. My first guest experience was an unpleasant clerk followed by a pompous Front Desk Manager.

Its a shame that a couple of people can ruin an otherwise pleasant experience.

BEWARE of the HILTON Best Price Guarantee.

  • Stayed December 2014, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hotels you might also like...
mm/dd/yyyy mm/dd/yyyy
Price Your Stay

Been to Hilton Miami Airport? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Hilton Miami Airport

Address: 5101 Blue Lagoon Drive, Miami, FL 33126
Phone Number:
Location: United States > Florida > Miami
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#7 Best Value Hotel in Miami
#14 Luxury Hotel in Miami
#31 Business Hotel in Miami
#34 Family Hotel in Miami
#36 Romantic Hotel in Miami
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Hilton Miami Airport 4*
Number of rooms: 500
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Cheap Tickets, TripOnline SA, getaroom.com, Travelocity, Hilton Hotels, Hotels.com, Agoda, Odigeo and Tingo so you can book your Hilton Miami Airport reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Hilton Miami Airport Hotel Miami
Miami Hilton

Owners: What's your side of the story?

If you own or manage Hilton Miami Airport, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.