Hilton Downtown Miami

Great location. Friendly staff. Good inside is great. Rooftop pool with bar is amazing. Clean facilities. Easy to walk to places such as Bayside and close enough to cheaply uber/lyft to places you don’t want to walk to.

Amazing 6 nights at this hotel! Valet parking was very efficient! Everyone was friendly and helpful. Front desk staff at check in were prompt and efficient. Lobby is welcoming and huge! Forgot to take photos of the hotel but everything was clean and updated. Room was spacious enough for our family of four. Will stay again next time I’m in Miami!

I am extremely disappointed with my recent stay at Hilton and the level of customer service I received. On my first night, I had food delivered. Although the delivery driver was not permitted to bring it to my room, I went downstairs to pick it up without issue. The following day, I called to extend my stay while I was getting ready for work. During that time, I had two deliveries on the way. The first was brought upstairs by a bellhop, who was visibly rude and had an unpleasant attitude while telling me that deliveries were not allowed to be brought to guest rooms. Even more concerning, my delivery drivers informed me that hotel staff told them not to leave any deliveries because they would be thrown away. This was completely unacceptable and created unnecessary confusion and stress. Shortly afterward, my second delivery arrived, forcing me to leave my room again while I was already on a tight schedule. When I went downstairs, I realized I also needed a new key card. After waiting in line, I explained to the front desk that my belongings were upstairs because I had unexpectedly needed to leave my room for the delivery. Instead of assisting me, I was met with more attitude and was told I needed to provide my ID before they could issue a new key. I explained that I would have had my ID with me if I hadn’t been forced to leave my room because of the delivery situation. Rather than handling the situation with understanding, security was sent to escort me back to my room so I could retrieve my ID. When we arrived at my room, housekeeping was attempting to service it despite the fact that I had clearly stated multiple times that morning that I did not want housekeeping. The repeated lack of communication, poor customer service, and unnecessary obstacles caused significant delays and ultimately resulted in me missing an important work event. What should have been a simple hotel stay became an incredibly frustrating experience because of the way your staff handled multiple situations. I expect much better from Hilton. The dismissive attitudes, inconsistent handling of deliveries, the instruction to my delivery drivers that their deliveries would be thrown away if left at the hotel, and the overall lack of consideration for a guest’s time were unacceptable. Your staff’s actions directly contributed to me missing a work commitment, and I believe appropriate compensation is warranted. I would appreciate someone from Hilton contacting me promptly to resolve this matter.

Check-in was a smooth and pleasant process. Gizem, the supervisor, noticed that I was a Diamond member and kindly upgraded my room, which was a wonderful surprise. She also took the time to check on me during my stay to make sure I had everything I needed, which I truly appreciated. The front desk attendant was welcoming and provided helpful information about the property and amenities. My room was clean, spacious, and very comfortable. Overall, I had a great experience and would gladly stay here again. Cruisers, this hotel is perfect for a stay before or after your cruise.