It’s been a while I stayed somewhere with a low trip advisor rating but I hoped that for just one night and a one bedroom suite the Hilton would deliver. I was wrong.
We arrived early and what was great was we could check in at 10.15am for just 35 dollars extra so it was a good start despite only one person on the check in desk and a long queue she said she was tired and it had been a long shift but we were fresh off our 7 day cruise and patiently waited got our key then proceeded to the 5th floor.
The room was dated and by that I include stained carpets, stained curtains even the menu was stained and it was dusty but we said it’s just one night and headed out as we had some people to meet so dropped our luggage and left. We got back late afternoon and settled in. My husband used the bathroom only to find a bunch of small flies in the shower, we ran the shower to get rid of them.
Then we sat down in the living area to watch tv, there were ants crawling onto my phone which I rested next to me and then some flying bugs. I trapped one in the blanket from the room and phoned to ask to be moved. I was told to go downstairs and they would move us.
I met Hector, the manager who was swift in apologising, offering us a complimentary breakfast and gave us new room keys. My husband got our belongings together and we made two trips as we had been travelling prior to the cruise we had a lot of luggage and shopping. After we moved we went to get some food which wasn’t great but sufficient and went to bed.
The next morning we went to breakfast just after 9am the fresh omelette station was delicious the rest was very dry despite the attentive staff but we finished up and went to pack our shopping away and get ready for our departure and to plan our day. I extended the room as we had a late flight and as we were getting ready my husband remembered he left his Hugo boss tracksuit and underwear in the previous room and went to knock on the door no answer. He went downstairs and was passed around different people. I went to ask for the manager which was Hector again and he insisted his team had not seen it. Concierge sent someone and it mysteriously disappeared in just a matter of hours even though no guests were given the room. In the end I was told to call the Police which I did and credit to Miami PD they came quickly took a police report, which is the first time I’ve had to do that. Clearly it had been stolen! We were just in the room and had not left the hotel! We only moved because the room had bugs and shouldn’t have been sold to us. Worse than that is being passed around and then the last time I went to ask for Hector I was told he’s busy call the Police. At least take the time to come out and say something! Show you actually care about your guests and their experience! Check your CCTV and watch each person who went in and out from 8pm as there were no guests it would have been a quick exercise! But nothing! It’s a busy hotel and in need of the kind of care Hilton used to have! I didn’t even use my honours for the extra night as it was a horrible experience. The tracksuit was $600 brand new he had been saving it for the flight home. The police couldn’t understand why the person inspecting the room after we left just couldn’t bring it up to our new room! Dealing with the police on holiday is awful and no one from the hotel showed any interest! I will never stay here again & hope they deal with their theft issues!
