We flew into JFK on our way to India, thinking a 2 night stay would help minimize jet lag. We were using Starwood Points, so had many choices for lodging. Our primary criteria was convenience to the airport and free shuttle service. We arrived late (11:30PM) and all I desired was a hot bath. When I turned on the water, black sediment/scum particles flowed out of the drain, very disgusting. We spent the following day in the city and returned to find our room, reeking of a foul odor. Engineering told us it was "reefer" and that we would need to move rooms. No one offered to help us in moving our stuff from one room to the next. When I called the front desk to ask for water and glasses in our new room, I was told that I had to come to the front desk to pay for the water... really? And the kicker was, our new room also had a foul drain (obviously no one baths at this hotel, showers only) and the room service was slow and the food mediocre. Would strongly advise against staying here; rude front desk and poor customer service.
Consumer Complaints & Reviews
I am writing this to make you aware of the unbelievably poor customer service I have received at the Doubletree by Hilton Mexico. I cannot find a more appropriate email address for customer satisfaction-related emails. So, my apologies if this email does not reach the right person. I travel frequently for business and have been staying at exclusive Hilton hotels for the past few months. But your Doubletree Mexico appears to be quite the exception. I stayed at the Doubletree Hilton for a week. I handed shirts to the manager Adriana to be dry cleaned for the next day. She assured me that they would be ready this evening to be picked up. The same manager said that the laundry had not even been taken to the cleaners. In fact, she showed me that the bag was still sitting behind the front desk.
More than 24 hours had elapsed and the bag had not moved. She blamed her coworkers for not reading the note that she left for them and took no responsibility for the mistake. I also noticed that she would not look me in the eye. Also, her English level was poor for a manager. She told me that I had to pay extra and only cash, so she can order service express. I had an important meeting so I gave her the money. When I came back to front desk, the manager told me that the service was not ready and she couldn't return the money. She was rude and told me that I had to wait 2 more hours. I was forced to meet the same important client while wearing the same clothes as yesterday. Wearing the same clothes for multiple days in a row is unprofessional and really, quite embarrassing.
I understand that people sometimes make mistakes. But my bag of laundry has been sitting in plain view behind the front desk for multiple employees to see. I pay in cash for a service express. Plus, I didn't get that service and I have to get money from ATM machine. I'm really shocked that no one had the awareness to wonder why a dry cleaning bag did not move and why did I had to pay in cash for a service express. Not one person made an effort to provide that basic level of customer service to me over a 24-hour period. Dry cleaning is a standard hotel service. The bags are provided to each customer in every room. This is not some extravagant perk that is only provided to customer like myself. This is a basic service which I expect from any hotel that I stay at and is essential for me to maintain a professional image with my clients. Because of this, I am not sure if the Hilton brand is capable of providing basic services while I'm on business. And I am considering to stop staying at Hilton altogether in the future. The English level of the manager Adriana was really poor. I will not recommend this hotel ever.
I stayed at the Double Tree Hilton Houston Downtown. My stay was pleasant and the staff was eager to help. My card was double charged for a one night stay, three days after I checked out. I called to get the situation taken care of and was completely understanding that these errors happen occasionally. The problem came when I spoke with David **, the accounts director whose attitude and tone did not match my polite and understanding tone--he was condescending and rude. I brought this to his attention and was told, "I have bigger problems." Well, Mr. ** had trouble taking polite queues to change his tone to something more appropriate for a paying guest and I feel the need to follow up on such abhorrent behavior. It was really unfortunate because I truly enjoyed my stay.
On June 30th, I held a wedding reception for my daughter at the Doubletree with 230 guests. When myself and four others went for the food tasting, one of the choices we were served was chicken alexander. It was excellent. It was a boneless chicken breast topped with asparagus, peppers, sundried tomato sauce and cheese. We decided to go with the chicken alexander and the beef filet.
At the reception, however, when I went to cut my chicken, there was a huge bone in it. Also, there was nothing on it. It was basically just a piece of grilled chicken with a bone (I did not want to deal with it, so I just did not eat it). I thought maybe it was just mine. But now that I am talking to family and close friends, I am finding out that their chicken had a huge bone and also was nothing more than just a piece of grilled chicken. Some of them told me they had to pick it up with their fingers to eat it; not to mention that it was very dry.
I would also like to mention that when you have two entrees, you have to pay for the higher priced one (which was the beef filet) so the cost was, I believe, $74/person. For an establishment to serve a prime cut of boneless chicken breast at a food tasting and then serve a bone-in cut at the event is just deceitful. Also worth mentioning was that as soon as I walked in to the banquet hall, I was approached by one of the servers who told me that the wait staff was advised to watch for people sneaking in to drink after the dinner. I had my daughter's wedding shower and rehearsal dinner also at this establishment. I gave them no reason to suspect any kind of dishonesty.
I stayed at this hotel for one night and my son was traumatized forever. I was not traveling and only stayed at the hotel to give my autistic child the chance to use, what I thought would be, a nice pool. While in the pool area, another family was there celebrating a birthday. They were being extremely rowdy and acting in a way that was harmful to them and to everyone around them.
Their children were diving into the hot tub, which was 3 ft. deep at the most. No one, the parents or the staff, did anything to control the children or the noise. My husband, a member of the military, finally felt the need to say something to the children who were diving into the hot tub. The mother of the children immediately got aggressive and began yelling at us. She didn't want my husband to tell her children to be safe! After I defended my husband, she took her boot off and tried to hit me over the head with it. I grabbed my son and headed for the door, where she chased me down. She pushed my son's head into the door, grabbed my back and put her hands on my face.
By that time, security had heard all the noise and came to the door to see what was going on. They witnessed her attacking me and stood there and watched. They did nothing. My son was extremely upset by all this. My fiance had to get the lady, who was over twice my size, off of me. Security finally waltzed in and basically told us both to go back to our rooms. Why was I told to go to my room after I was just attacked? Why was the other party allowed to stay in the hotel after that? Assault is allowed at the Doubletree? We called the police, after the hotel staff asked us not to. They basically begged us not to.
The police came and the hotel security would not offer a statement. Therefore, I was not able to press charges. Even after the police left, the lady was threatening to have my husband killed. We wanted to leave and were told we would not be refunded for our room. My son had to witness his mother getting attacked and it is something he still remembers and that was 6 months ago. I am considering suing.
We checked out on April 8, 2010 from Doubletree in Charlottesville, VA. My receipt states $327.80 however my debit card was charged $409.75. I signed the receipt stating $327.80. I called the hotel and was told this was for incidentals "in case" we accumulated some. We did not yet, we were charged for them. Accounting said it would take a week to fall off and the actual charge will show. This was not disclosed, my receipt shows $327.80, and this $81.95 extra has caused my account to overdraft.
On top of all of that, our room and bed was infested with insects. We were given another room but that one had them as well. I have photos of the insects for verification. I woke up with 3 welts on my neck the next morning and assume I was bit by some insect in the bed there. My checking account was over drafted due to this error. I also have the welts on my neck from the insect bites.
We arrived after delayed flight--my self and up to 80 other passengers after traveling over 30 hours. Our rooms had been double-booked, and the receptionist tried for over 20 minutes to locate a manager or staff to help unsuccessfully. The reception now was covered in wet snow people, and quite dangerous, we eventually got keys but as we had not eaten or had a hot drink for so long, we expected to be able to go for breakfast.
The restaurant should have opened 6.30am; it was now 6.50am. A horrible rude member of the staff blocked the room with chairs and proceeded to row, with another member of staff occasionally shouting and being rude to customers. He then smirked and got a plate of food for his self, despite being reported twice to another member of staff. I have never met anyone so rude and disgraceful in all my life.
I then moved the chairs and helped my self to cold food which had now been out for over 30 minutes. I knew of the lady member of staff who was just as rude and slapped the bill on my table, then shouting, demanded I paid. I requested to see the manager, and he simply refused to deal with any of the complaint or the complete chaos that was going on around him. The whole incident was deeply upsetting. The hotel was just as bad upon our return 2 weeks later, after a cruise vacation. And no attempt has been made to contact me despite several requests.
Using my debit card, I reserved a room on Oct. 4 for the night of Oct. 29 for employees to attend a seminar. The correct amount was debited from my account immediately, as expected.
On Oct. 30, I checked my bank account and noticed 2 additional withdrawals ($50 and $22.99) by DoubleTree. I reviewed my confirmation notice and statement and there was no mention of additional charges.
I just spoke with Doubletree and found out the charge was to cover possible "incidental expenses". He said it should come off my account in 3-4 days. How can they just willy-nilly subtract an undisclosed amount from a person's bank account that they determined to be appropriate without any notice?
