DoubleTree by Hilton Grand Hotel Biscayne Bay

I would not recommend staying at this hotel. My experience was extremely disappointing from start to finish. The first room I was assigned was unacceptable. There was trash throughout the room, used rags and towels left behind, and used shopping bags, making it obvious that it had not been properly cleaned. When I returned to the front desk, the only response I received was a brief apology, with the issue being blamed on housekeeping. Unfortunately, the second room wasn’t any better. I found a dead roach on the floor, the bed sheets appeared to have been made carelessly, the floor was still dirty as if someone had tracked mud through the room, and the shower had clearly not been cleaned properly. There were water stains throughout the bathroom and other areas of the room. The rest of the hotel was just as disappointing. The hallways were dark, had an unpleasant odor, and felt unsafe. The elevators were confusing to navigate and extremely hot. Even the hallway carpet was loose and shifted under my luggage as I walked, creating a noticeable trip hazard. Overall, this property is in desperate need of a complete renovation and significant improvements to its housekeeping and management. Based on my experience, I would strongly recommend staying somewhere else..

Everything

I liked the Beautiful entrance foyer. It looked so sophisticated.

Das Hotel hat eine perfekte Lage, direkt am Wasser mit Blick auf den Port of Miami mit seinen großen Kreuzfahrtschiffen und auf den Yachthafen. Parterre befindet sich eine kleine Mall mit Starbucks, fußläufig 5 Minuten ein Publix Supermarkt. Pool und Jacuzzi befinden sich in der 10. Etage und sind auf jeden Fall einen Besuch wert. Zum einen Blick auf die Skyline, zur anderen Seite auf die Bucht. Wir hatten als 4köpfige Familie "nur" ein Doppelzimmer gebucht, hatten jedoch das Glück nach unserer sehr langen Anreise ein Upgrade auf ein großes Apartment mit 2 Schlafzimmern, zwei Bädern, zwei begehbaren Kleiderschränken, einer offenen Küche mit Insel und großem Wohn- Eßzimmer und einem großen Balkon bekommen. Zusätzlich mit Blick auf die Bucht. Das war natürlich der Knaller.

Apartamento de 2 dormitorios con cocina, amplio, cómodo, piso 36, excelente vista. El funcionamiento de los ascensores de forma programada es muy útil para acceder al piso sin tener que esperar tanto.
Espacio suficiente para 4 personas. La cocina está bien dotada.
Excelente servicio para recibir paquetes, aun un día antes de hacer el check-in. A pocos metros de una estacion de Metromover, Publix.
Por remodelaciones hay un poco de desorden en algunas áreas.

Very comfortable

Michael the receptionist was helpful.

Food view and pool

Amplitud

El hotel está bonito

Absolutely our worst hotel stay ever. We booked the hotel months in advance for its close proximity to the cruise port. In that amount of time, apparently the credit card I used expired. I received a notification from my bank that the hotel had attempted to charge my card 5 days before arrival. Immediately called the hotel, told them I had a new expiration date just the same card number. The gentleman on the phone assured me everything was fine. Of course when I get to the hotel everything is not fine. They canceled my reservation. The lady at the desk said they had attempted to call me, which I have a phone log and a call was never received. We had no room to check into. She done stated well I have one with two queens and we said fine that will work. We were not going to go searching for another hotel on a Friday late in the afternoon. Funny thing was, I received an email about 3 days before arrival that there was construction going on at the hotel and the check-in desk had been temporarily moved. So they had my email address and my phone number.
We dropped off our beds in the room and then went to meet friends for dinner. Construction is not the word. The lobby desk had been moved into what looked like a storage closet, dark, and there were no Porters to take our bags so we were dragging all of those behind us. A small what looks like a freight elevator takes you up to the temporary check-in desk. We went into an area to eat where there were two escalators, ordered a drink and sat down. And then it sounded like a war zone. Metal clanging stuff falling down the escalators that they were repairing, we couldn't even talk to each other. We left the hotel and went to a restaurant across the street.
Then came time to go to bed and it was absolutely ridiculous. The bed was like sleeping in a hammock. The sides were 6 inches taller than the middle of the bed. We could not sleep at all because we ended up rolling into each other during the night and then trying to crawl our way out of the side of the bed. The bed should have been thrown away 10 years ago. I included pictures of the bed and you can see how much higher the sides are versus the center. There were no other rooms available because apparently there was some kind of high school graduation going on, as well as some kind of reunion, and there were teenagers running around the Hotel all night.
If I could give them zero stars for this stay, I would. And it wasn't a cheap hotel room. But it sure felt like a cheap hotel. I can't believe the housekeeping supervisor would even have the nerve to allow that bed to be made up. It needs to go right to the trash can. Not a very pleasant night at all.
Trip typeVacation · Couple
Rooms1.0Service1.0Location3.0
RoomsTerrible room we had
Food & drinksDidn't stay, too noisy with all the construction
Noteworthy detailsOur friends reported the same issue with their room. So it's not just one room it's going to be multiple.

De locatie

The staff was great. Very polite and willing to help.

I dont know if this is Expedias issue or Hilton but the confirmation number does not work on the email from Expedia. I had to spend 20+ minutes on the phone with Hilton just to link our reservation with the Hilton App so we could get our digital key and go straight to the room because we had been traveling for 12 hours and just wanted to go to the room. Once he got this working it said "you should be receiving a message from us shortly with your key" 4 hours later I had to call the hotel and be put on hold for almost 18 minutes to have them say "your not fully checked in" and he had to click 1 button- why would it not say that in the app? I also checked the day prior with the hotel by calling them to ask about their airport transportation and was told by the front desk to just call once we had our luggage. I called at 7:19pm and was told to go to stop 23 and wait around 20 minutes. After 35 minutes I called him back to be told 10 more minute's. At the hour mark the driver pulls up but is full so cant take all 6 of us, seems very sorry, but said he will be right back to get us. We waited another 30 minutes for him to go flying by with a full van again and no room. We had to spend $40 on a blue taxi after waiting almost 2 hours for this "free shuttle". What a joke. This Hilton has 1 shuttle and thats it. Says on the website goes every 30 minutes impyling there are multiples which is deceiving. We counted in the 2 hours of waiting 7 times Marriot had a shuttle go by, and 5 times for 6 other hotels. This whole place is ridiculous. The rooms are nasty, old and smell. Sticky stuff on counters and a/c loud and noisy. Horrible experience all around. The room pictured on the website is not the room we received. Dated, old, dirty and smelly. Also they knew we had 6 people staying in our suite because I put ages for everyone, yet did not have available pillows, sheets or blankets for the pull out couch - so back down to the front desk I had to go to request these simple items that should have already been in our room waiting so my kids had a place to sleep besides the nasty dirty floor. There was rotten molding guacamole in the fridge that wasn't cleaned out. It was one of the most horrible hotel stays we have experienced with our kids. 10 out of 10 would never stay nor recommend anyone stay here either. Go stay in a better hotel - anywhere but here.

Wasn't clean properly seems like there's some construction going on was it worth the money checked in with the receptionist had a attitude

The warm welcome cookies