Towne Place Suites Miami Lakes

If I could give zero stars I would. Tried to cancel some rooms I had reserved for the bridal party of my wedding. The link provided to do so was not working. I called the hotel directly and was told because I made it through reservations I had to call them. I was given a number AND IT DOES NOT WORK. I had to google another number and was told that it had to be cancelled by 6pm the night before which I was not informed. I then get transferred to someone else who says that they would be able to pull the convo and hear what was stated. That person also couldn’t do anything and said she needed to call the hotel which I informed her that I already did. She did it anyway and they told her the same thing and that she needs to speak to the manager. While I was waiting for them to talk to the manager I not only got charged for one night for those two rooms, I also got charged for the other two rooms that I had reserved. Why that is an issue is because I was told when I made the reservation that when my party arrived they would be charged when they check in. The day I checked in for my room I get an email saying that they won’t refund me because I was made aware (I wasn’t and the confirmation email doesn’t say it). The next day, my wedding day there is no power or AC. The time for it to be turned back on kept getting pushed back. So I ended up having to go to another hotel and spend the night there. We were told to call the manager on Monday, the same manager who wouldn’t refund me for the rooms I didn’t need. I call today (that Monday) and was told “he’s supposed to be here but he’s not). So I reached out to corporate again which I felt was a waste of time because again they need to speak with the manager. My cousin also called later in the day and the manager STILL was not there. At this point I think he is there and just isn’t helping or answering calls. My cousin said the front desk said that they heard about us being in a wedding and having to leave…and yet they still did nothing to offer compensation. I have now made a complaint to the Better Business Bureau. DO NOT STAY HERE!

We have been waiting at this hotel since 8:00 AM to speak with the manager regarding a $400 charge that was added to my card without prior notice or authorization. The manager never appeared, and no one has been able to provide a clear answer or proof that I was informed of, agreed to, or authorized this charge before it was processed. My husband specifically requested documentation showing where I was notified of this fee or where I consented to it, and the staff has not been able to provide anything. Instead, they are trying to imply that I attempted to bring my dogs into the hotel without notifying them, which is not true. At check-in, the front desk employee took photos of my dogs’ ESA cards. This has also happened during previous stays, including with the employee working today, who has taken photos of the cards with his cellphone in the past, allegedly to keep them in their records. I have stayed here before with my small dogs and provided the same documentation, and I was never charged this $400 fee or informed that such a charge would apply.

The location of this hotel was very good. I loved the fact they had a 2 bedroom suite with a small living room and kitchen. It was recently renovated and done very well. The kitchen has everything you need too. The couple of things that could be improved is if they had more pillows or at least pillows available (I had to go out to buy some since they had no extras), they are cleaning often which is great, but there is a strong scent when you get to the room, you get used to it so that was ok too. They have laundry facilities to use, but they are busy and they close them down at 10pm, it would be great for it to be 24 hours. Overall we had a nice stay and I would stay here again if traveling with family and needed the extra space.