We :Couple , HH Diamond paying from own pocket for stay .
Stayed two separate nights in May as first and last night of our Fl. vacation .
=> Because asking & especialy getting a room-upgrade as HH diamond at this MIA Hilton is becoming worse than going to the dentist, we simply skipped all the front desk BS about "fully booked" , "no upgrades available" , "sorry computer says no" ...and booked / paid 1-bedroom suites for both stays !
Apparently HH regulations re. HH Elite treatment at this Hilton mean nothing and are never applied by staff unless quoted and insisted on by guest !
=> This Hilton had in May already the third or fourth GM since our last visit in 2015 and the most senior staffmembers are 2 of the bell boys while most front desk staff seems to leave after about 6 - 8 weeks "presence " at this Hilton, says enough IMHO .
First night arrived after 12 hr trip including 9 hr TATL flight .
Check in :
Greeted by surly lady -acting as front desk staff- by only 2 words : " checking in ? ".
To which I feel like replying :" No ! Just me , my wife and 4 suitcases coming in for a look at your lobby and then we'll be on our way
) !"
Good I could do OLCI & choose my room before leaving Europe so the interaction with this "customer representative" was kept to an absolute minimum !
1 BDR suite on high floor was clean , missing some towels and bathrobes but these came promptly after request to housekeeping.
Slept well and did not hear any takeoff or landing during the night .Firm, good bed!
Breakfast :
buffetstyle , got full buffet and enjoyed fruits and granola while my wife loves their cuban breakfast pastries , freshmade on site !!
Server - which we know from previous visits - excused herself as "new chef has just started and he was in proccess of cost cutting in F&B dept. so: less fresh fruit and less selection of meat cuts at buffet".OMG!
Requested late -check out at 2 pm as HH diamond from front desk bcse we had to go pick up rental car at MIA.
Denied !!
Latest check out possible without paying extra$ is 1 pm ,this according to front desk& per regulations from new GM ...
Have to ask to talk to front desk manager who approves "exceptional" late check out of 1:30 pm.
Check out at 1:30 pm ...
Second stay end of May .
Arrive from Naples Hilton to MIA Hilton at 5 pm , again did OLCI and choice of suite before arrival .
Get friendlier welcome from front desk staff member - turns out it is his second week here at MIA Hilton
))) - who gives us " ok " for late check out of 2 pm without any problem...
Manager comes from back office , mumbles something to FD employe and disappears to the back without aknowledging us ,not even nodding nor saying hello !!
Suite is same as last stay : clean but again short on towels and no bathrobes in the suite .
The lightbulbs in the livingroom which were broken last stay - and this was signaled to FD- have not been replaced so only 1 lamp for entire living room.
Might get extra charged by management for "romantic stay at MIA Hilton" ?
Breakfast buffet :
More choices of fruit and meat cuts than 2 weeks ago so "cost-cutting chef "may be out or on vacation today ?
Good cuban pastries and granola ...
Check out at 2 pm without further problems .
=>The staff at this MIA Hilton clearly has a growing problem re. lack of motivation and training which the high turnover of GM's and middle managers certainly will not help.
This makes us as paying HH guests wonder if each stay is worth all the hassle while there are many, many more newer Hilton group hotels around MIA providing better service for the same or lower rates?
Room Tip: plane lovers choose rooms overlooking MIA runways , others best ask for lagoon view