Hilton Garden Inn Miami South Beach

Overall we had a pleasant stay here at this property. The rooms are a bit small to other Hilton Garden Inns I have stayed at but they look new and well kept. The check-in process was the unpleasant part. Unfortunately, we had an overnight flight and my experience being in hospitality I knew the likelihood of an early check-in wasn’t possible, which was fine. The night audit staff was nice and accommodating with checking in our bags in the meantime. My friend and I went to use the restroom to freshen up and once we were finished a new front desk agent was at the desk. It was an older gentleman with a horrible attitude. He was assisting with pre checking us in and I was trying to communicate to him to verify that our reservation was prepaid since someone who once’s worked for Hilton Sales knows this is a big mistake that happens at the desk. He kept saying no with a snarky attitude and that it was fine. Minutes later I get an alert from my bank that the money has been held for the full amount. It was frustrating because it could of been avoided if the front desk agent didn’t have such a horrible attitude. I contacted the hotel and was connected to a lady at the desk. She was kind and understanding and communicated to her manager. Eventually I received a phone call from the manager and I’ll be honest, the service and response was disappointing. Was offered complimentary breakfast vouchers that I did not care for since we never planned on having breakfast at the hotel. I communicated this to her and seems like that was the only thing she could offer. No points offered nothing. Overall rooms and location was perfect for our trip but staff is not up to par. Read less

Our check in wasn’t the best because of the Adan, he treated us like we were dumb and lazy. The outside of the hotel has stairs and he told me “your luggage isn’t even heavy!” He was so rude. He also gave us attitude when we got there earlier than check in time even though there were rooms available and we got in right away. However, If I don’t say so myself, I had the best stay of my life only because of Michael, Jose, Brandon, and James! They were so upbeat, fun and nice. They made sure they did everything to make us comfortable. James makes the best drinks at the bar, Brandon let us use his own phone charger, Jose brought in our luggage and recommended things for us to do and we did everything he suggested and had a great time! Michael, he is the absolute best! He made sure to do anything he could to make our stay fantastic. We don’t want to leave! Read less