The front desk receptionist, Brahim, threatened to call the police on us TWICE. Once, when we asked if we can get an early breakfast the next day after we had been told by 2 other staff that we could. At that point we just retreated to our room. The second time he actually DID call the police after we asked him in the morning for the check out bill.
To start from the beginning, when we were booking the hotel, we suspected that the breakfast may be starting after we would have to leave for the airport. For that reason we called the hotel and asked, before booking, if there is a way we can have something for breakfast anyway (in the past we had hotels making a bagged breakfast-to-go or arranging earlier breakfast - Holiday Inn Express is very good about that). We were assured it will not be a problem; we just had to call the hotel the day before our stay in the morning, so that the staff will leave some bananas and muffins for us. We were satisfied with this solution and booked the hotel. When we did call the day before our stay, Ryan told us that early breakfast is not a problem, because the lady that prepares the breakfast comes at 4AM anyway and we just had to remind the evening staff about this arrangement. Although it was different from what we were told originally, all we wanted was to get something to eat at 5AM before we left (since our stay included complimentary breakfast).
We checked into that hole at 10:15PM. The intake receptionist was on the phone at this time. I waited patiently for her to finish, but the moment I opened my mouth, the phone rung again and yes, she picked up the phone and kept talking to ... her friend. When I managed to check in, I asked her about the shuttle, since we had to return the car to the airport and come back to the hotel. We saw the shuttle sitting outside the main lobby, so we were not sure if it was still running. She said that all we need is to call from the airport and she will send the shuttle for us. When we got to the airport we called the receptionist and patiently waited. We waited 15 minutes, 20 minutes, 30minutes; we saw all the other hotel shuttles coming twice. We called back and she said that the shuttle is on its way. We waited another 15 minutes. We called back only to find out from another receptionist we should have boarded the Holiday Inn shuttle, because that is the shuttle they were using that night. Since we just saw the Holiday Inn shuttle passing us by, we approached the next shuttle we saw, which was from the Comfort Inn hotel, explained our situation and asked the driver if he could take us (the hotel was across the street from ours). Thankfully, he agreed (big thanks to Comfort Inn hotels).
When we finally arrived at Sleep Inn hotel, we tried to remind the night receptionist that we would like to receive our breakfast earlier. He rudely interrupted us and said that there is no early breakfast. When we tried to explain why we think there should be some breakfast for us, he threatened to call first security and then police, because as he said, "Clearly, you aren't satisfied, and I can't help you, so I'm going to call security. What is your room number? I will have police remove you." (yes, we know it makes no sense). Seeing that this was going nowhere, we went to our room and tried to rebook the hotel. We called Choice Hotels (Sleep Inn belongs to this organization), but they told us that since we prepaid for our stay they cannot change our reservation (I found it interesting that if you pay up front, the staff can treat you like crap). Needless to say, we did not sleep well that night.
In the morning, when we came to check out, that same receptionist did not give us our check-out bill. When I asked him for one, he said, "Well if you want to play the game like this, I will give you your bill which means you are no longer the guest in this hotel, you cannot use our shuttle service and are trespassing. You better leave now or I am going to call the police on you. I am going to call for a taxi for you." This was the straw that broke the camel back. We were sick of him threatening us and told him to go ahead and call the police. And he DID. He called both the taxi service and the police (he said we "were causing a commotion the whole night").
When we stepped outside to wait for the shuttle driver to arrive, first the taxi showed up and then the police car pulled up to the hotel. As the policeman came out of the vehicle and headed towards the doors to the lobby, we approached him and told him that the call he received was probably on us. We explained to him what happened and told him we were told we won't be able to use the shuttle. At this point the shuttle driver arrived and the policeman told him to take us to the airport. The officer then looked at us with understanding (as if this was not the first time he had to deal with a similar situation here) and told us to call manager later that morning.
This was exactly what we did later that day. I spoke to the manager, Frank, who said he was going to investigate the incident and will email me the next day. The email I received from him twisted our story, defended the employee and was basically a series of lies.
This response was just plain infuriating. Lie after lie. It was a slap in the face.
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- Also Known As:
- Sleep Inn At Miami International Airport Hotel Miami Springs
- Sleep Inn Miami Airport
- Sleep Inn Miami Springs
- Miami Springs Sleep Inn