DoubleTree by Hilton Miami Airport

En hotelería, los detalles hacen la diferencia —y, lamentablemente, también la arruinan. Visité este hotel por segunda ocasión con la esperanza de confirmar que los errores del pasado habían quedado atrás. Y en muchos sentidos, sí: el personal del comedor, el chef y en especial Gloria, nos trataron con una calidez digna de cinco estrellas. Pero bastó un solo detalle mal manejado —y una sola persona sin el menor espíritu de hospitalidad— para opacar todo lo anterior. Solicité algo muy sencillo: una silla sin descansabrazos para una persona con discapacidad, ya que las disponibles en la habitación no eran adecuadas. Seguí el protocolo, acudí al front desk y hablé con una señorita de nombre Melany. Su rostro parecía tallado en piedra: ni una sonrisa, ni una pizca de empatía. Le expliqué la situación e incluso me ofrecí a llevar yo mismo la silla desde el restaurante. Su respuesta fue tajante: “Está prohibido”. Le pedí que lo consultara con su gerente —el tema ya se había mencionado desde nuestra llegada—, y aunque fue a la oficina, volvió minutos después con la misma negativa seca y sin una sola muestra de cortesía. Por fortuna, decidí acudir directamente al comedor, donde Gloria (con una actitud diametralmente opuesta) no solo me escuchó, sino que me facilitó la silla sin problema, confiando en mi palabra de devolverla a la habitación al cabo de unas horas. Eso, señores, es hospitalidad. Y aquí el punto: en esta industria, cada empleado es un embajador de la marca. Una sola mala actitud puede echar por tierra el trabajo de todo un equipo. Melany logró que no piense en regresar, a pesar de los avances que noté en otras áreas. Irónicamente, al llegar nos recibieron con una galleta deliciosa. Pero luego, la actitud fue más digna de una oficina del sheriff con un sospechoso que de un hotel con un huésped. Una lástima. Un gran esfuerzo colectivo que termina sabiendo amargo… por culpa de una sola cucharadita de sal mal echada. English: In the world of hospitality, details are everything — and, unfortunately, they can also ruin everything. This was my second stay at the hotel, hoping that the issues from my first visit had been resolved. And truth be told, many of them had. The kitchen staff, the chef, and especially Gloria in the dining room made us feel truly welcome. But one poorly handled situation — and one staff member entirely lacking the spirit of hospitality — was enough to overshadow all of that good work. I made a simple request: a chair without armrests for a guest with a disability, as the room's chairs were unsuitable. I followed protocol and went to the front desk, where I was met by a young lady named Melany. Her expression was carved in stone — not a smile, not an ounce of empathy. I explained the situation and even offered to carry the chair myself from the restaurant. Her response: “That’s not allowed.” I politely asked her to speak to a manager, since the request had already been raised upon our arrival. She disappeared into the office and reappeared moments later with the same blunt response, delivered with all the warmth of an airport security officer. Luckily, I decided to go directly to the restaurant, where Gloria — with the opposite energy — listened kindly, noted my room number, and allowed me to take the chair, trusting that I’d return it within a few hours. That’s what true hospitality looks like. Here’s the takeaway: in this business, every employee is a brand ambassador. One bad attitude can undo the efforts of an entire team. Melany made me reconsider coming back, despite all the improvements I saw elsewhere. Ironically, we were welcomed with a warm cookie. But the vibe soon shifted to something more fitting for a sheriff’s office than a welcoming hotel. A shame. So much good effort... undone by a single pinch of poor service. Read less

Convenient location, the convention was held in a room where the Air conditioning was very uncomfortable, (extremely cold) and the noise of the next room bother us most of the time during the three days. The room was comfortable, and quiet. It required some refreshment, remodeling, safety box batteries drained, the shower and sink drains run slow. The maid did a good job, however we were three in the room and shirt in towels. The personnel in general made the difference, the food and beverages was very limited for the amount of people in the event, however the employees handle like heroes the over crowd and high volume during the peak moments, but I wan to highlight the service in the restaurant, the made the magic and out of all excellent group and need to thank with special attention Lilian! She is awesome, her attitude with special focus the client with big smile and natural human approach, but listening and welcoming is unique. Congratulations for retaining so great employees! I will definitely return due to the employees not too sure about the appeal and condition of the building Thank you for the experience Read less

I want to highlight the exceptional service I received from Marielena Nicaragua at this hotel. I called in the morning of my departure day to ask for a late check out, Marielena answered the phone with a sweet, enthusiastic voice and addressed me by name. When I asked about a late check​ out until 12 p.m., she kindly agreed without any additional charges. A few minutes later, she called back and extended my check​ out until 1 p.m. to give me more time. It wasn’t just the gesture​ it was the professional and caring way she handled the call that truly impressed me. I was extremely satisfied with Marielena service, something that is lacking in the industry these days. Read less

Convenient for MIA airport with regular free shuttle service. Somewhat tired setting but service was warm and efficient. A group of us stayed around the hotel to prep for a meeting so we ate lunch and dinner at the well equipped bar and restaurant. The food was excellent and we were well looked after by the knowledgeable bar staff (William S). The hotel was lively in the evening with a good mix of clientele. Clean, good vibe but Miami prices for drinks Read less