Pullman Miami Airport

We paid in advance for our room. Looking for a good nights sleep after our five hour flight. Ready for a flight the next morning to the Caribbean and they told us there were no rooms available. We said that we prepaid. How could it be? they said ”well we’re over sold sorry! They asked us to move out a line. There was nothing that they could do. This is solid by about five other couples and parties coming in after us also stating they had no rooms and they had also prepaid for their room. One of the couples had booked in September 2025 for May 2026 visit. They offered no accommodations, no room,no help and no compensation! We spent two hours calling all over the Miami Metro area with no rooms to be found. They left us high and dry and sold room before we got there. There was nothing we could do. We ended up sleeping on the couch for about an hour. But I was creeped out. The couches in the lobby were full of stains. I tried to freshen up in the bathroom downstairs by the restaurant. It was littered with toilet paper and toilets unflushed! It was not clean! I would recommend no one ever stay here!! Especially if you want a room to sleep in. They were terrible, and the hotel was not even clean. I will not go off and will stay with Bonvoy hotels going forward. I’ve never had an experience like this, and I will never attempt to stay there again!

I've never made a reservation that required payment in advance, then when you show up they say they're oversold. He reservation was months ago. Didn't offer to help, didn't give an explanation. Just said you don't have a room. We booked for a Caribbean flight leaving first thing in the morning. There were around 12 people in the same situation, standing there after midnight with us until 2 AM calling every hotel in the Miami metro area the weekend of the Miami Grand Prix. We tried to find a clean place to sit but that was tough. We ended up sleeping in the corner for an hour before we went back to the airport. Place was dirty, bathrooms were a mess, smelled musty. Avoid unless you have a backup plan. Their corporate wont even call us back after we requested a refund.

TERRIBLE- Think twice before staying here do not stay here! We had a paid reservation and were turned away as well as other parties. Some of the parties made the reservation in September 2025 and it is May 2026. They said they had no rooms for us, even though we had paid in advance. They offered no accommodations, no help, no room and no compensation. We could not book another hotel online because by this time it had already passed midnight and we could not book that evening. Calling all over Miami we could not find a reservation for two hours we ended up sleeping on the couches, which wasn’t really sleep. When using the restroom to try to freshen up for our flight in the morning, it was littered with toilet paper, unflushed sinks, and was plain dirty! The couches in the main lobby were dirty and spotted with stains. This is a terrible start to a vacation for us! I have never before had an experience this terrible with a hotel and nothing was offered for accommodations or compensation or any help at all! Stay at your own risk!!!!!

Dear Pullman Miami Airport Team, I am writing to share feedback following a recent stay at Pullman Miami Airport. I do so reluctantly, as I generally avoid formal complaints, but the experience warrants attention—particularly given the expectations associated with a 4-star property. After a long day of travel, I encountered several unexpected and disappointing limitations: There is no restaurant open on-site beyond breakfast hours There is no room service option available Rooms do not include a minibar or refrigerator (for medication I travel with that needs to remain chilled) The keycard QR code labeled “Hungry” leads to a non-functioning webpage The “room service” button on the in-room phone connects to a dead line The booking platform used for the reservation indicated restaurants are on site. Even the waiting music on the phone while trying to reach guest services articulates a “culinary experience” that does not seem to exist on the property. Attempting to resolve this, I contacted Guest Services multiple times: My first call was transferred to a line that went unanswered My second attempt also went unanswered On the third attempt, I was redirected to the bar and told I could order there and carry items to my room, after which the phone was slammed down in my ear. I then raised these concerns with the front desk manager (Jan), which led to a conversation with his supervisor. While I received a verbal apology and was given the contact details for Victoria Jackson (available between 9am–3pm the following day), it was unclear how this would meaningfully resolve the immediate situation or restore confidence in the experience. What is most concerning is not only the absence of expected amenities, but the lack of proactive service recovery. There were several opportunities to address the situation more thoughtfully: Offering a goodwill gesture (for example, the complimentary drink referenced in your rewards program) Recognizing that I had already paid an additional $100 for a late checkout Providing a practical alternative solution or even a small gesture of hospitality Instead, the experience left the impression that the hotel’s 4-star positioning does not align with the actual level of service and amenities provided. I have stayed in 3-star establishments that offered more comprehensive service and far more effective guest care. I share this feedback not out of frustration alone, but in the hope that it leads to tangible improvements—for future guests and for your front-line teams, who would benefit from greater empowerment and responsiveness in moments that matter most. I would welcome any follow-up that reflects a genuine commitment to improving the guest experience.