DoubleTree by Hilton Ocean Point Resort in North Miami Beach, FL

I stay at a lot of hotels, but rarely have I come across one as bad as this hotel. It is nominally a Doubletree Resort so not a budget brand, but the problems this hotel has are not relevant to your expectation of its branding, it is basic hotel management issues: - Disinterested manager and reception staff. - Poor mainenance - Dirty rooms - Rooms in a poor state of repair - Serious lack of resort facilities - Poor intermittent internet provision - Hotel room lacks basic facilities - Serious billing issues A shrug of the shoulders and a what do you want me to do about it, sums up the customer service. The manager had been there a week and was clearly out of his depth dealing with the day to day issues. KHADIJA, seemed to be the main receptionist, who was never warm and welcoming and had great difficulty dealing with issues in a professional way. For example house keeping had 'missed' cleaning our room, but she insisted we had refused service, depsite not being in the hotel at the time we were supposed to have refused our room being serviced. Rather than resloving the situation with a smile and apology, she insisted it was our fault for refusing service. My daughter was stuck alone in one of the 2 working elevators that malfunctioned during our stay. The emergency intercom did not work and the safety certificate shown was out of date. The elevator lost its electricity supply whiolst she was in there and as a result was stuck in the pitch black. After being stuck for 20 minutes a maintenance team released her. No attempt was made to reach out to her after the incident to check on how she was after the obviously traumatic event. She was in tears when we met with her after. The following day, she also got stuck in the elevator as a result of the doors not opening, but she managed to resolve this herself by going to another floor where the elevator doors opened and taking the stairs to her room. Not what she needed especially after the previous days incident in the elevator. In view of the fact the safety certificate was 18 months out of date I asked the manager what the safety situation was with the elevators, and he had no idea. And actaully to date, despite formally contacting Hilton and asking daily at the front desk I was never told why they were out of date. During the entirety of our stay 1 of the 3 elevators was permanently out of service and following the incident with my daughter the second elevator was also out of action until it was serviced the following day. Poor maintenance leading to very long waits for the 1 remaining elevator on the 25 storey property. We had reserved a 2 bedroom suite which comes with a dedicated kitchen area. There were no locks on the bath room doors and no toiletries that were available whilst in the bath as the shampoo and soap bottles were screwed to the seperate shower unit wall. The kitchen facilities were poor, only five plates and bowls, 5 glasses and 5 sets of cutlery meaning despite having a dishwasher you needed to wash up by hand after taking a drink or a snack. Not a biggy I know, just poor hotel management and kind of ties in with the couldn't care less attitude of the hotel. No grater, bottle opener or other usual hotel kitchen equipment. The cupboards were dirty and in serious need of renovation. I had hoped to do some work in the room and so had my kids who had school work to complete. Unfortunately the quality of the internet signal meant that it was unusable. I'm not talking about the speed of the internet, I'm saying there was more often than not, no internet connection. We reported it, but the response was the usual shrug of the shoulders. The main attraction of the hotel was the location, located on the beach, undoubtedly beautiful. We are chrged in addition to the room rate a resort fee. This covers the resort facilities which was seeming limited to 2 deckchairs despite the fact we were paying for a 2 bed suite with 5 of us. Additional deckchairs were $25 dollars each. If you wanted to put up the sun umbrella which was already in situ next to each set of deckchairs you would be charged an additional $25 as soon as they noticed - petty nickel and diming. There was a Starbucks coffee machine located in the small store, as you leave the hotel for the beach, charging inflated prices. For the privilege of ordering your take away coffee you are charged 18% service charge on top. Maybe I have lived a sheltered life, but I do not think I have ever been charged a mandatory service charge at a take away coffee shop. The hotel did not seem to have an effective billing system, we were charged for Valet parking each night despite not parking there night and we were double charged on some takeaway sushi we ordered. Whilst it was resolved it shouldn't happen if the systems were well managed. Overall the stay over New Year was disappointing and frustrating. We felt unsafe due to the elevator issue and the failure of management to resassure us as to the safety of the elevators following our daughter being stuck in it on 2 consecutive days. We left early, having decided we couldn't confidently stay there. What a shame. By the way we are Hilton Honors Diamond members, the top of the tree in terms of status with Hilton, so if you have lesser status or no status don't worry, they treat all their guests equally!!

Honestly, the only highlight of this place is the location. I try to always be positive when it comes to hotels, but this was not a great experience. Yet again another example of a less than mediocre and unrenovated hotel calling itself a “resort.” This is genuinely one of the worst hotels I’ve ever stayed in. The staff is incredibly unfriendly and unhelpful, there’s 0 privacy between rooms, the rooms are filthy and in need of major renovation. Carpet is so dirty it looks black. If you have ~busy~ neighbors, it isn’t likely you’ll be sleeping well. There’s no way that I’d recommend this place.

I am writing to express my extreme dissatisfaction with my recent stay at Double Tree Resort & Spa by Hilton Ocean Point-N Miami Beach hotel. Upon arrival on Saturday August 31, 2024, I was immediately disappointed by the condition of the room. The hotel had a strong unpleasant odor. The paint was peeling, the door lock was broken, the furniture was old and broken, the plugs did not work, and the sheet on the bed was ripped. The room was not clean, and the food was bad. The carpet was damp and smelled bad. The towels were discolored. Only one of the elevators was inoperative, and the bathtub was broken. The ceiling had a crack in it. The patio door was hard to open, the paint on the kitchen cabinet was peeling, and there was a hole in the wall. Additionally, I was told there would be a flat fee for parking the car, but this turned out to be untrue. I discovered that my room was not as reserved. When I approached the manager to address the issue, I was informed that the room had been changed without my knowledge, and the blame was placed on AAA. Even more frustrating was the fact that our room reservation, which we paid to hold, was given away. According to help.hilton.com, you can only modify or cancel your reservation after you book before 11:59 PM prior to the day of arrival. Reservations made through third parties cannot be modified with Hilton. To add to the inconvenience, my daughter and son-in-law had to pay for a Room because of the mistake made by DoubleTree by Hilton in messing up our reservation which was not an ocean view that was already paid for. Also, on the Hilton website no DoubleTree by Hilton or any other Hilton property should not change a reservation without the guest's knowledge. When I spoke with the front office manager, upon arrival, they assured me everything was in order, only to find out later that my reservation had been altered without my consent. As we were leaving Wednesday September 4, 2024, we requested a receipt for the room which office manager refused, but only gave us a receipt for the cars. This added to our frustration and inconvenience. This experience was extremely frustrating, and I feel that the service provided was far below the standard that should be expected. The condition of the room and the service were unacceptable.

Was woken up this morning by Maher Abdel-aziz the "front office manager" who brought a security guard with him to immediately bring me down to the lobby to provide a credit card. I was told if I did not they would call the police. Just because your front desk lady forgot to do her job correctly at check-in you don't bring security to threaten guests. Worst hotel experience. 100% staff's fault. This was our 5 year wedding anniversary.

Today is our first day at the resort and it happened to be our grandson’s 16th birthday. Ruddy at the restaurant was kind enough to bring our grandson a dish of chocolate gelato on the house to help him celebrate!! We truly appreciated his kindness! And we LOVE our suite!! Great resort!!