I had one of the worst experiences of my life at the Residence Inn by Marriott Miami West/FL Turnpike. I had a five-night reservation but left within an hour of checking in because of the unsafe, unsanitary, and completely unacceptable conditions.
Upon arrival, there were around eight men openly smoking marijuana near the back entrance and hovering around parked vehicle and even approaching my open vehicle. This created an immediate sense of unease and lack of safety. Things only got worse when I entered my room. The room was filthy. The floors were visibly stained and dirty, the cabinets were damaged and had grime and dirt inside, and overall the space looked like it hadn't been properly cleaned in weeks.
I immediately knew I couldn't stay there and made alternate lodging plans that same night. I spoke to the receptionist, and she contacted the on-call manager. I was told I would only be charged for the first night and that I should request a refund through Hotels.com, which I did before even leaving the property.
Since then, Hotels.com has tried multiple times to reach out to the hotel for the required confirmation to process my refund—but the hotel has completely ignored them. I’ve called several times, spoken to different staff, and even emailed the front desk manager, Yenny Li Chen, directly. No help. No professionalism. Save yourself the time, money, and frustration. Stay literally anywhere else. This place is a health and safety risk, and their management team sucks