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at the Courtyard by Marriott Miami Airport West/Doral
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Disgusting service and security training
Oct 27th, 2020
I am willing to report several unpleasant issues that my friend and I had to experience in the hotel. Starting from late night checking at the hotel. First of all, upon our arrival, we were told by the front desk girl that no diner (or food) is provided, we have to wait till morning, and we should be immediately go to the room with no explanation. Since 2 pm (preboarding time) till arrival to the hotel, at 10 pm. no food was provided by the airline, and no opportunity was provided to purchase. When I have started raising the issue about all crew members been hungry and willing to get or buy food, security (who barely speaks English) have approached and pointed out several small boxes ( approx 5 boxes) of catering food that were not enough for all arrived crew members (10 people). Each food box contained 1 small potato chips pack, 1 sliced watermelon cup and a salad. The front desk seemed to be incompetent, not knowing about the food availability, and checkout time upon checking was never mentioned, not to me, not to Vitaly. Moreover, when I kept inquiring about the food availability, dietary options and overall information, a receptionist stated that all information related to hotel stay is in the room, once I got in the room, no information or procedures was found. When I wanted to return to the front desk, security shouted to return to the room. Following morning, breakfast was served that included one sandwich with ham and coffee. Once I asked about any alternative or additional options for vegetarians, no options was provided, that were confirmed by security and lady distributing the food. My friend and I called twice to the front desk that stated they may not help with food either. Being extremely hungry and frastrated with the service, we went to buy food. Hotel's security and management had completely ignored health certificates with negative results on COVID-19, treating crew members with hostility and ignorance. TRIPADVISOR.COM USER
Perfect Hotel for an Overnight-er before a cruise
Mar 18th, 2020
Our family took a recent cruise out of Miami and stayed the night before at this hotel and it couldn't have worked out better. We did not have the same experience as others may have had with problems with the shuttle. We had 5 people, and after we got our bags, we were picked up in 15 minutes after we called. Check in was easy, staff friendly, rooms clean. One downside is that one member of our party got a room facing the highway and one of the service roads off the highway. This was noisy at times, so they needed to keep the AC running to muffle the highway noise. The other issue was breakfast on Sunday morning. With many other folks also going to the Port of Miami, there was a line for breakfast and the woman behind the breakfast counter could have used another person to help her and to move things along. All in all it's a good hotel for a stop over before a cruise, as it is near the airport and a quick ride to the Port of Miami. For longer stays, request a room not facing the highway. TRIPADVISOR.COM USER
Weekend in Miami
Feb 17th, 2020
Stayed here for the past weekend, nice hotel and it’s close to the airport. Nothing really to see around the airport. You pay for what you get. When the next time I come back to Miami will probably stay here again. But it’s nothing special, comfy beds. Thank you! TRIPADVISOR.COM USER
Little Things add up
Feb 1st, 2020
The Good : Desk Staff friendly - Property is clean - Room was clean and updated The Ugly - Shuttle service, called twice no pre-arrival info as to where to go - #23 location out of baggage. The driver will scold you for not being there. On this run he enjoyed running lights. Check in - the shuttle had what appeared to be crew members checking also, the desk was not prepared for the number of people, planning ahead could have lessoned this experience. The Room #148- differed maintenance in the shower mold developed, however clean F&B - no attendant for coffee or other items 8:15 AM - no sale. Good number of choices in this market. TRIPADVISOR.COM USER
Overnight Stay before cruise
Jan 29th, 2020
This is a long as the stay has lots of mixed feelings and marks were taken down due to this. I stayed at this hotel on Friday 10th Jan 2020 as a stop over with my family (3 adult daughters, husband and myself). The stay at the hotel did not get off to the best start. My youngest daughter, husband and myself took the earlier flight from London Heathrow to Miami. Upon arrival at the airport, we had to call the hotel to inform them of our arrival. There was no public pay phone so we had to use our UK mobile phone. This cost us approx £15.00 to get through to the hotel and get directions of where to meet the transfer bus. The place to meet your transfer bus is just a few mins walk on the other side of the road as you exit the arrivals terminal. It's all covered so you are protected from the sun, wind or rain (should you experience bad weather whilst there). Be aware, the waiting area does get quite full as everyone is told to wait here and everyone has at least one suitcase, so it is rather crowded. We were told to wait for approx 20 mins as the driver had only just left Miami airport so would have to do a drop off then come back and pick us up. The time was approx 2.30pm. And so we waited, and waited and waited. After watching everyone else come and go at the meeting point, and witnessing the same transfer buses pull up and take their guest to their various hotels, we obviously began to get frustrated. We were lucky enough to meet a Canadian couple who was looking to be picked up by another Courtyard hotel. So he used his phone and called our hotel. They apologised and said they would be on their way. By now, we had waited for over an hour. Needless to say, our new Canadian friends were picked up within 20 mins leaving us standing and continue waiting, and waiting and waiting. After 2 hours of arriving at Miami Airport, we were finally picked up by Jose. Jose explained that he had just come on shift and apologised for us waiting. He was very friendly and gave us lots of advice on things to do in Miami (we were returning to Miami after our cruise). As we had our daughters arriving on the later flight from Heathrow, we told Jose that we did not want them to wait for 2 hours like we did and could he pick them up. He said "yes of course, just let him know when they arrived and he will go and get them". Check in was fine. The reception area was airy and modern. To speak the truth, we were not too bothered by the hotel as we were only going to be staying overnight. We just wanted somewhere inexpensive, large enough to accommodate us and above all else, CLEAN. The hotel did not disappoint us on that front. The Receptionist (Jacob) was friendly and very welcoming. The room was a mini suite. Two queen size beds in the bedroom and a pull out single sofa bed in the living room. Two decent size TVs in both rooms. Balcony that overlooked the swimming pool and area. WARNING:.... Watch out for the palm tree that is growing right outside the building and is the perfect height to whack you in the face when the wind blows and you are enjoying breath of fresh air outside!!! You could hear the road but once the balcony door was closed, you couldn't hear a thing. So it came to 8.30pm and our daughters messaged to say that they had arrived. So we informed the hotel receptionist and Jose. Unfortunately, despite all the pre-arrangements, our daughters were left standing outside waiting for 1.5hrs until they were picked up. I seriously think that the courtyard Miami Airport West/Doral needs to sort out their transfers. After being up since early morning, plus a 10 hour trip to Miami, we were all exhausted and we just wanted to get to our destination. To have to wait for over 1 hour was bad but 90 mins and 2 hours, I frankly think is disgusting. To make things worse, we ordered a pizza and salad but the delivery guy went to another hotel who accepted it. Lucky Jose was still around and at 11pm spoke to the owner of the restuarant in Spanish and he advised us how to get a full refund - yes we did get it. Despite the hotel (Jacob, Jose and the other receptionist on duty) knowing what had happened with our food order and that all other options were closed, they did not even offer us a sandwich or a hot drink. And after being up for over 24 hours (include time difference between UK & USA) by 11.30pm we all fell asleep wherever our heads landed and slept on empty stomachs. The next morning, we had breakfast included. If you are looking to get this and you like Starbucks then you will be fine. But for me and my family who had not eaten a proper meal for 2 days, a Starbuck sandwich and coffee was not going to do it. So we had the basic coffee to go (thats all our allowance would allow) and went to Denny's up the road. After that we felt ready to tackle Miami. We did not staying the hotel that day but explored the area. There isn't anything to really do here. there is a very large and busy road that runs alongside the hotel and a few shops. There is a shopping mall approx 15 mins walk but that opened after 11am on a Saturday and by that time, we wanted to check out and be on our way. Apparently this is the place to be on a Friday and Saturday night. To speak the truth, I could see this but early in the day, it was completely dead. In my view, this is a stop over hotel and nothing more. The room was perfect for us - no problem there. The staff were friendly but....... in terms of hospitality and looking after their guests, they are lacking. They saw how unhappy we were when we arrived after waiting for 2 hours to be picked up and did nothing. They say how unhappy my daughters were when they arrived after waiting for 1.5hrs to be picked up and did nothing. They were with me during the whole pizza-gate matter and trying to get my money back (the pizza manager told me because the pizza had been eaten, even if it was by another person, I wouldn't get my money back!!) - they did nothing to help or ease the situation for me and my family. I was told by Jacob if I wanted a cup of tea, I had to go to the bar and pay - this was midway through having a dispute with the delivery company. So overall, if you are going to stay at this hotel, please make sure that you call them as soon as you land in Miami to give them that extra time to make their way to you while you go through immigration and collect your luggage. Also don't order any pizza online. Do it downstairs in the Reception area so they can confirm any details to the person at the end of the other line (this is particularly important if you do not speak Spanish). And finally unless you are a fan of Starbucks, don't bother with the breakfast. Take an Uber (cost us $5) to Denny's and have a proper breakfast. ** At Denny's we were informed that they are opened 24 hours per day. The hotel team could have told us this and we could have eaten there the night before! - customer service and for this reason, I would not stay here again. TRIPADVISOR.COM USER
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