Hi everyone. I am writing to share feedback regarding our recent stay at Hilton Cabana Miami Beach hotel. While we understand and acknowledge that the standard check-in time is 4:00 PM, as clearly stated in the confirmation, our experience left much to be desired, particularly in terms of service and flexibility.
We arrived at the hotel at approximately 11:45 AM after an overnight flight from California with our three young children. Given the circumstances, we kindly asked the front desk if an early check-in might be possible. One staff member was polite and said she would do her best to accommodate us. However, during her lunch break, we inquired again with another staff member who bluntly reiterated that check-in is strictly at 4:00 PM and offered no assistance beyond saying we might be called if a room became available sooner.
After a long and sleepless night of travel, it was extremely difficult for our family to wait in the hotel lobby for several hours. No one made any further effort to help us, nor did we feel that staff showed any empathy toward our situation.
While I fully respect hotel policies, I do believe that some consideration or flexibility could be extended to loyal or Honor members when possible. It was disappointing that not a single room was available before 4:00 PM, and it raised questions as to why it would take over five hours to prepare even one room for check-in.
Was not satisfied with the service!
