Holiday Inn Miami West - Airport Area by IHG

Reviews

• SM

  Sierra Mentor

  4 days ago
  1.0
  If I could give zero stars I would. I contacted this hotel multiple times weeks before booking and again prior to arrival to confirm availability of both an airport shuttle and a cruise port shuttle. I was told both were available and included with my stay. After landing, I called to request the airport shuttle and was told it would arrive in 30 minutes. After 45 minutes, I called again and was told it would be “arriving shortly,” with no ETA provided. After 1 hour and 15 minutes, the shuttle did not arrive. We were required to pay $40 for an Uber, and a trip that should have taken approximately 20 minutes exceeded an hour due to traffic. At check-in, I requested reimbursement for the Uber due to the failure to provide the airport shuttle as promised. I was told no refund could be issued because the reservation was made through a third-party platform and the hotel does not process cash transactions. I was offered complimentary drinks, breakfast, and waived amenity fees. Breakfast had already been prepaid through the third-party reservation, and only one drink was provided for two registered guests. I was directed to contact Expedia. During check-in, I attempted to schedule the cruise shuttle for the following morning. I was informed the shuttle cost $25 per person, which conflicted with the information provided prior to booking. I was told the shuttle required cash payment only, and no alternative accommodation or adjustment was offered. We therefore had to arrange private transportation. We were then assigned a room clearly marked “Do Not Enter – Being Deodorized.” Despite the signage, we were instructed to enter the room. The room contained active deodorizing equipment and a strong chemical odor. We returned to the front desk and were reassigned. The second room also failed to meet basic standards. The bathroom was not clean, towels were visibly soiled, and the sliding glass door did not close, resulting in excessive heat, humidity, and traffic noise throughout the night. This morning, I called regarding the previously stated amenity fee waiver and was told there was no record of it. I was informed the matter could not be addressed until the overnight employee was contacted, which would not occur before checkout, requiring an additional follow-up call. This stay involved multiple service failures, inaccurate information, and unresolved issues, resulting in out-of-pocket expenses and significant inconvenience. Based on these documented issues, I do not believe the services paid for were provided as represented.
• RJ

  Ron Johnson

  5 days ago
  1.0
  Stayed here to go to the airport. The only reason I gave them a two for service was because they did allow us to check in early and check out late for a late evening flight. They advertise the room for one price and then stuck and another $40 worth of fees and taxes. We got to the room TV only had three or four channels and after a maintenance visit and a trip to the front desk realize that Some of the channels that showed no information actually had Channels and some didn’t. Went to get ice that was one door down from our room had an ice machine, but it didn’t work. I had to go two floors up to get ice. They did not offer a free breakfast and the restaurant charged $16 for the exact type of Buffetbreakfast you would get from any other hotel for free. No complementary coffee in the lobby Buyer beware
• KK

  Kelly

  5 days ago
  1.0
  When I call for house keeping, the voicemail box is full. When I call the front desk, Brandon tells me to come get things myself. When I call in the morning, the front desk lady acknowledges my request and says it will get done, but it doesn’t. When I speak to housekeeping in person, they don’t speak English, and when I speak Spanish, they say they will do things, and they don’t. All I need is a refill on body wash and shampoo. I have asked FOUR times now and have been unsuccessful. I had to wait in line for fifteen minutes in my PJs and with a towel on my head for Brandon to hand me two tiny bars of soap because he couldn’t find the body wash. Housekeeping hasn’t cleaned my room in four days despite me seeing them every morning in the hall at all of the other rooms. Bring ear plugs or be a really heavy sleeper because this hotel is right next to the highway and a busy road. Constant police sirens, trucks beeping, car mufflers going off. You will not be able to sleep due to the large thin windows with no insulation to the outside. It’s extremely noisy. Don’t expect to get a good nights rest. Additionally, the seal between the front door lets in all of the hallway light, so you will see that light around the corner in bed. So your room never gets fully dark. The shower had hair in it. The carpet was dirty. The toilet had a weird yellow stain on the lid. The shampoo was half way empty. The body wash was a quarter empty. If you need hygiene products for more than one day, you’ll be out of it for the rest of your stay. There’s a plaque in the bathroom about their hospitality promise, and frankly they have broken that promise to me and my boyfriend for the past four days now. In sum, don’t stay here. The front desk is understaffed, the house keeping is missing in action, and it’s too loud for a restful stay. My boyfriend and I want a full refund for this terrible experience. Otherwise, we will be disputing the charge on our credit cards as fraud.
• MS

  Madeline Schamp

  Dec 28, 2025
  1.0
  After two days of staying at this hotel, I've come to the following conclusion/opinion. This hotel operates under the business model that it doesn't need your REPEAT business. If 20% of the interactions with customers goes badly enough that the customer decides not to return, they have those spaces filled by first-time users instantly. That percentage might even be higher. During my free time, I would sit in the lobby reading a book and paying attention to the front desk operations. About one in five interactions were not ideal. I note that some of these negative interactions were initiated by unrealistic entitlement or demands. One woman was very upset that the hotel was unable to provide her a phone charger. She kept stating how she was unhappy that at $150 a night, the hotel wouldn't provide a phone charger. Although I wouldn't say the desk worker was responding to this demand in a courteous manner, I can understand their frustration at being shouted at for something so unreasonable. Especially considering that there was a giant convenience store across the road that absolutely was selling phone chargers at a very reasonable price. For me, this struck me as a situation that could have been handled better, but absolutely the fault of the negative atmosphere was primarily on the customer. However, I also saw a time where a customer came in with a reservation to find out that the hotel had sold the room to somebody else. The desk worker was very unhelpful in explaining that the hotel had been oversold and offered no solutions. Frankly, this hotel in totality is being run by management in a way that does not attempt to convince you to come back for another experience. Every four-person room comes with two towels. When you go to the desk and ask for towels, you'll be told that they'll be brought up to you. Spoiler alert: they're not going to be brought up to you. I'm relatively sure that out of the three elevator shafts, only one was operational the entire time this led to very long waits on each floor or in the lobby. Further, the staff was required to use the elevator for cleaning and trash removal purposes. As I see it, most of these decisions and choices are probably not the "fault" of the staff that you'll see at the hotel, so I can understand why they are frustrated and as snippy as many of the guests. Unfortunately, you'll probably not run into anyone while at the hotel that will fill it's their "responsibility" to address any of these shortcomings that are probably the result of management or owner decisions. Again, I just think they have so much first-time business coming through, that they do not concern themselves with repeat business. This might be a business model that works for this particular hotel, but my experience has soured me to all Holiday Inn hotels. Perhaps this one will survive without my repeat business, but can a branch in Walla Walla, Washington lose my business because of the feelings I now have for the brand? I've seen the management's response to my father's original post, and demonstratively would suggest that what they say is not exactly true. Many reviews mention the same things I have mentioned, and there seems to be nothing being done to fix it. My guess is that a lot of their first-time business is arranged through travel agents or cruise packages. Until those service providers decide to stop sending guests to this hotel, this hotel will not change its business model. If you're an independent traveler, I cannot recommend this place. If you or somebody who arranges group packages, I cannot recommend this place. To be honest, after some time here, I feel compassion for those who work here. I can understand why they're frustrated and snippy, and I can understand why they can't answer the phone. I never saw more than one person working the front desk, and considering the size of this hotel, that's equivalent to work abuse.
• RS

  Ryan Schamp

  Dec 26, 2025
  1.0
  I tried to rate this at zero stars. Flew into Miami international airport, went exactly to the spot directed to by the website, and then waited. And then waited. And then waited. After about 40 minutes, we called the number provided for us for the shuttle, and we called the front desk of the hotel. No answer. No answer after 20 minutes of waiting on the line constantly cycling through their phone tree to get to an operator who never answered. My wife and I both did this for that 20 minutes. I then called the national customer service line. After being on hold for about 15 minutes, I got a rep who then called the hotel and couldn't reach them after 10 minutes of trying, and then I got bumped up to a higher level of customer service. I explained the problem to them, and they hung up on me. I called again, got hung up on after 15 minutes after talking to an agent. Call the third time, after 10 minutes, they were able to reach the front desk and they connected me to the front desk worker. I think she was having a worst day than me. She was very curt and unhappy, and really had no patience for my frustrations at that point. She said the shuttle was at the hotel, and would leave now and get to us in about 30 minutes. When I asked why nobody was answering the phone, she very sharply responded, "We answer every call...that we can." I told her that I found that answer pretty unacceptable. However, I guess I'd be able to see her in 30 minutes. I am writing this while still standing out in the Miami heat and humidity a full 2 hours after I cleared baggage. I don't care how spectacular anything else is from this point, I cannot recommend this hotel. I don't even think I could recommend Holiday Inn at all. I swear I usually try to be calm and polite when working with any member of the service industry because I do realize that they're probably having a worse day than me, but nobody in my experience here was covering themselves in glory.

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