Hilton Miami Airport Blue Lagoon

Towel smelled musty.shower dirty.tables and furniture were dusty. And they charge you $21 a day to park. Do not stay here trust me! Go somewhere nicer!

The property at least was clean.
The staff were rude and unfriendly as well as unhelpful overall. Customer service and customer satisfaction certainly isn't within the business vocabulary at this establishment.

We arrived early and treated as a dollar sign right off the bat rather than a returning customer or Hilton honor member.

We were told it would take about 7 hours to get our room ready or we could pay more money to have it ready earlier. We were also told we'd receive a text when the room was ready. We never received any text. We found out the room was ready because after waiting about 5 hours we asked a different staff member who noticed a room had indeed been ready. As we waited we noticed people that had arrived well after we did to check in were offered rooms immediately. They too were early check in.

Property and hotel at least was clean.

The food prices were well beyond price gouging.

Half the lights in the room didn't work, the telephone even to call the front desk didn't work, and the mini fridge in the room isn't for guest comfort use. And if a guest chooses to use the fridge for personal reasons during the staff you will receive a charge.

You must pay to park on the property which isn't right. Even to pull onto property to drop someone off and taking no more than a few minutes to do so will still cost you. Again that's just not right. Just one more way to prove my point that guest are a $ sign here, not guests.

The manager as well as staff were unfriendly, unhelpful, and showed no concern for guest. Even when complaints were made the only thing the management noticed was a complaint about the deposit and even the complaint made wasn't responded to properly. He responded in a way showing he didn't even listen to or read the complaint.

Due to the overall poor treatment and incompetence management that refused to make things right when they screw up (as they claim on a sign at the front desk) I won't ever stay here again and recommend you stay at other near by properties that at least show the choose to earn your business rather than just take your money in every way they can.

This property certainly doesn't understand or concern themselves with excellence like they once did or customer service and satisfaction as they once did.

We are staying in the Suite.
No hot water in the shower, no one answering the phone at the front desk or concierge, no complimentary water, no coffee in lobby, One hour to get the concierge to get us a taxi.
The front desk are not nice neither helpful.
Big disappointment, we are Hilton members and this is one of the baddest.
First Hilton where we have to pay to park! Or even to just to drop someone!
This is a big shame!
The mattress is so old that there is a hole we fall in when we sleep, one half roll of paper toilet in the bathroom, Geez. It looks like a Days inn and not like a Hilton is supposed to be!

VERY BAD SERVICE! My check in was scheduled for 3: 00pm I called at 12: 00pm to ask if I could check in earlier, they lady at the phone laugh at me and told me “there was no way” When I arrived around 5: 00pm two hours after my check in was scheduled, the room wasn’t ready, they offered me a different room and charged me $15 extra. No apologies, no discount for the inconvenience, nothing. We were three and there was only 2 towels and no complementary soap. No fridge either. Horrible experience for almost $300. Not worth it at all.

Our toilet handle was broken when we arrived. There wasn't any towels at the pool. The concierge desk wasn't manned when we checked in. The ceiling of the lobby had black stains. The room was nice and had a good view. Their food was very good.

Horrible service takes forever to check in, had to call front desk multiple times and they still took forever and made us miss our appointment to come help us unlock the safe in our room, do not use the safe they are faulty or call an hour ahead of check out for security to help, horrible customer service for the price of hotel, refrigerator completely full of overpriced items no room for stuff you need to put in, no sink outside of bathroom like most places so have to take turns in bathroom. Room service was knocking to get in at 10 when check out is 11, no fitted sheet on bed, no outlets anywhere near the beds all in inconvenient locations, hear your neighbors conversations

Run down, dirty, unhelpful staff. After a terrible experience the front desk offered to comp all three nights and provided a 0 balance bill. I was touched and pleased. Then discovered all $1100 still on my credit card, and they had not returned the unused $150 “incidentals” deposit. Just plain fraudulent. This place brings shame to the Hilton name.

Location for the airport is great. The pool was nice for the kids. But, the room was terrible. We were put on a smoking floor without asking. When I asked them about this they said they don’t allow smoking in the hotel but some floors have signs and some clearly don’t. Regardless, there’s no doubt there were smokers there.

The room smelled dirty and dingy. There were shards of plastic on the floor of the dirty carpet. There was left over old food in the fridge and a dirty washcloth still hanging over the shower curtain. Beds were fine but the yucky feeling of the entire room was enough to make it all feel dirty.

Then my niece got sick and we were told we couldn’t change rooms, it took way too long to get clean sheets and towels. ; we had to ask repeatedly. The manager was friendly but I had to ask for her to get anything done and then when she asked someone to bring us towels the woman said she couldn’t because she was assigned to the lobby. They did eventually give us another room but it was a major hassle after hours of holding our poor kid in a towel while we waited.

Not worth the money with a lot of other nearby options. With our entire family we’ve spent a few thousand dollars here in the last few days. A huge disappointment. Don’t waste your money.

Let's start with the positive: the location is perfect! Beautiful grounds as well and the entrance is grandiose. I wish I could compliment the hotel more but it is when things did not go well.

The front desk was not overwhelming welcoming or warm. She said barely a few words. Then, we arrived in room 930 and I took pictures of the headboard. Not at all up to the standards of Hilton! I called the front desk and got an agent telling me she would inform housekeeping. Not a single apology, nothing! And of course, housekeeping never came.

I stayed at this location in the past but this last visit was really not a good representation of what Hilton should be. Very disappointed in the subpar customer service

Staff were dishonest. First a female employee said that there is a restaurant in the hotel that closes at 12 midnight. When we checked in at 11: 30 I was informed that the restaurant closed at 11 pm. Then a staff at the registration told me that there was a drinking fountain in the bar in front of the registration when I went to ask where I can get drinking water. When I went to the bar there was no drinking fountain and the employee told me later that he tought there was a drinking fountain in the bar. Then in the morning a femail employee in the breakfast area told me that there was a place beside the registration area where I can buy coffee because breakfast was already finished when I went there. When I went to the registration to ask where is the place where I can buy coffee, the female employee at the registration told me that there is no place near the registration to buy coffee. All the employees that I dealt with were stupid and dishonest.

The hotel is very outdated. It needs an upgrade. It looks like it has all the original bed/furniture from when they opened it many years ago. Smells of mildew. Headboard falling apart. For $300 a night I expected a much more updated hotel. Sry. Just honesty!