Pullman Miami Airport Hotel

5800 Blue Lagoon Drive | Miami, FL 33126-2016  [SEE MAP]Miami, FL  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 5

Most relaxing place

Jul 3rd, 2020

The water view is breathtaking. The building is beautiful inside. Sisley went above and beyond our needs. This will be my first choice when i come back. LOVED IT! The pool area is also beautiful but my picture is too large to upload lol. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

I will never stay here again TERRIBLE

Jun 21st, 2020

I will not be staying at this hotel again my card was charged twice for the same amount I called to get it fixed got not help. The phone didn’t work in my room the bathroom shower had black dirt in it when I arrived ! Roaches seen inside of the lobby the front desk doesn’t answer the phone , the parking is far with a lot of steps not ideal for my mom who is disabled with a bad back and it also took over 25 mins standing in the line to check out ! Unacceptable my first time staying here and was a total disappointment! I ended up leaving and staying somewhere else due to this terrible experience ! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

OK for an airport hotel, but customer service was terrible

Jun 18th, 2020

I booked a two-night stay here mainly because I got a great price. The Pullman MIA is normally somewhat more expensive than other Miami airport hotels, but a second-night-free offer (which I've also seen at other Accor properties recently) made the price astonishingly reasonable. I guess I should have realized that you usually get what you pay for. My flight to Miami did not arrive until late evening, so I called the hotel in mid-afternoon to reiterate my request (already made under "Comments" when I had checked in online) for a room on a high floor with a view of the runway. The hotel staff member who answered the phone seemed to regard my request as unreasonable. She pointed out that I had booked a suite, and that "our suites are very limited right now". Not at all apologetic, mostly just annoyed. So I asked that they do their best. Upon arrival at the airport I called for shuttle pickup and the same person answered the phone. She demanded information from me ("What Bus Zone are you in?") but quickly became irritated when I asked her for information in return ("I'm at baggage claim. What is a Bus Zone and how do I get there?" "I don't know. I don't work at the airport.") The shuttle eventually came -- the easily-annoyed staff member said it would be "10 to 15 minutes, depending on traffic", but I think that really means it will take 15 minutes or so unless there is traffic, in which case it will take longer -- and it took another 10 minutes or so to get to the hotel. I'm pretty sure the person who checked me in was the same person with whom I had spoken on the phone. I asked her about the room and she said "we have you in a suite", which made it sound like I had gotten an upgrade, although I had booked and paid for a suite. Fortunately the suite was indeed on a high floor with an oblique view of the runway. The main thing the check-in person did was to tell me about all the things at the hotel that were either closed or had limited service due to the need for social distancing. Pool open, gym closed. Restaurants mainly closed, bar open. She mentioned that "housekeeping is not working right now, they will be there in the morning." The room itself was about average. As other reviewers have mentioned, the rooms seem to be way below Pullman's usual standards -- tiny bathroom with cracked sink, very small bottles of no-name low-end toiletries, boring decor in the room, somewhere between a Holiday Inn Express and a regular Holiday Inn -- but OK for a short stay near the airport. I was happy to see that there was a coffee machine in the room. But when I went to use it in the morning, I found that the little plastic packets that go with the coffee -- sugar, artificial sweeteners, artificial "creamer" -- had both been opened and the sugar had been removed. Presumably a previous guest had only wanted the sugar, which was also the only thing I wanted, and Housekeeping had not noticed that the sugar packets were missing. So before I left the hotel that morning I went to the front desk and asked that Housekeeping replenish the sugar. I also mentioned a couple of other items that needed to be replenished. The front desk person said this would be done. But when I got back to the hotel in the evening, I found the room exactly as I had left it. Not only was there still no sugar (and now no coffee, because there had only been one coffee pod), but the bed was still unmade, the bathroom uncleaned, the wastebaskets unemptied. So I went back to the front desk and encountered the same staff member who had fielded all my previous inquiries. When I told her Housekeeping had not been to the room despite her colleague's promise that the issues I mentioned would be taken care of, she responded by interrogating me about when I had checked in. I said the night before. She responded in a triumphant-but-still-irritated tone of voice that "Housekeeping is every three days." (She sounded kind of like she was saying "Checkmate!" to an opponent she particularly disliked.) I responded that in that case her colleague should have told me this instead of telling me that Housekeeping would take care of the issues I had complained about. Then she suddenly remembered that she was the one who had checked me in the night before, and she told me she had specifically informed me about the every-three-days rule. I told her this was wrong, and she responded that she always tells every guest that. Again, not the slightest hint of apology or even regret. In fairness, I later did see the housekeeping-every-three-days information on a sheet of paper I had been handed at check-in containing lots of fine print about current hotel policies ostensibly related to social distancing -- although this one, like some of the others, looks like it has more to do with cost-cutting. And the other hotel employees with whom I had contact during my stay were pleasant enough. But the main thing I will remember about this stay was the gratuitous rudeness of the staff member who was my principal point of contact. These are tough times for hotels and airlines as well as for their customers, and most of us will tolerate some reductions in service when they seem genuinely related to the problems at hand. But it helps a lot if the companies' representatives give the news about the service cuts in a way that suggests empathy with the customers. Unfortunately, the employees who were unhelpful and bossy before the current crisis seem to have gotten even worse. People who dislike customers, and/or who have no interest in helping them, should find a line of work that does not involve customer service. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 4

Great hotel right by the airport

Mar 18th, 2020

If you're expecting the Ritz this isnt your hotel, but for an overnight stay by the airport it was great. We were lucky to be upgraded to a suite, which by some reviews seems to happen alot and they are very spacious, we didnt encounter any of the disgusting things I've read but it doesnt mean it cant happen. The service for us was wonderful, from the bellhop to the receptionist and the room service person, everyone was very nice. We order a few items from the room service menu and everything was delicious. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Typical “l never leave bad reviews, until now...”

Mar 17th, 2020

We recently utilized the Pullman Miami Airport as a day room between cruise debarment and out flight. The room had such a terrible mildew odor it was almost unbearable. I happened to drop by phone charger, looked under the chaise lounges to find dirty socks and trash left behind. There was also clumps of hair intertwined throughout the carpet. Literally a situation where you had to wear your shoes at all times. Our date of travel was 03/16 in the midst of Covid-19. I saw not one person with a rag cleaning any surfaces throughout and there was no sanitizer etc. near the check in, restaurant, doors etc. as we had noticed at our stay at another hotel on the way day. If you value a decent view over cleanliness, then this is your place. TRIPADVISOR.COM USER 

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