Doubletree Guest Suites Reviews

The front desk sent fresh linen and was told by maid to make my own bed. I have help at home. I paid for all of this to be done NOT DONE Here. If you are disabled & need a room that is accessible DO NOT BOOK HERE at Doubletree by Hilton BWI. THERE is a bell for the disabled which is supposed to unlock door—DOES NOT WORK. This is just a short list of my complaints. I am not able to move to another hotel because I cannot afford it & I have paid this hotel already. I am going to seek some compensation for my issues but that too will be a problem. I am too old for this. I hope this review will warn folks about the service here & the hotel will improve their service to the disabled & seniors who are just looking for good accommodations. Take care & Thank you for reading this review.

On my 3rd day at the DoubleTree in Melbourne Beach, FL, I took a nasty fall in the beach bar area where there was standing water as my elderly parent sat helplessly watching. I sat in a puddle in the middle of the bar floor until janitorial staff were able to assist me in getting to my feet. They did quickly squeegee the floor and place warning placards in several locations AFTER my fall. The bartender literally walked over me to deliver food items that had been prepared. There was no call from the front end staff or knock on the door from staff to check on my well-being even after requesting my room number several times. The general disregard for my safety will not be forgotten. Melbourne Beach, FL is a happy place for me. Unfortunately, the DoubleTree will not be a place that we'll return to.

11. Carpet badly stained, with multiple holes. 12. Thermostat in large room did not work, was not locked to wall. Basket cover lock mechanism hanging down awkwardly. 13. Sofa so old that all of the foam padding was gone from both arms of the sofa. One feels the wooden frame underneath the fabric when one rests an arm/hand there. There is zero padding left. 14. I was told you were going to remodel. I would certainly hope so. But at the price I was charged, for your area it was a very, VERY POOR VALUE.

She doesn't know our situation! This is not her place to ask us either way and in front of others! And I'm not sure what the company policy is for Double Tree, but having been to many hotels, we've always have only been charged a one time deposit no matter how many nights we were there. And the deposit was always just carried over to the next day. She charged us a separate deposit all at once for each night we had booked when we had booked it for 3 days at a time... And still a deposit for every night we were there...but back to what I was saying, our payment this morning was declined, we were told that we were only 50 short. So while we were working on getting the 50, the manager in charge came and knocked on our door and told us we had 15 min to get out of she was going to call the cops!

This was completely unnecessary. For 1, as I mentioned before, we are returning guests and were treated as if we were someone who just walked in and made ourselves at home without paying. For 2, why she felt the need to vocalize that to us in the hallway, and once again, where other guests as well as the housekeepers could hear what was going on, making us look like a couple of criminals, was not only embarrassing, but very unprofessional. She could have simply called our room And politely told us that if we were unable to make a payment, that we would have to vacate the room. 3, I also work in hospitality, and with my experience, I know that this is no way to treat guests. There is no reason or justification for not being polite or respectful.

Now, as I had mentioned before, we are facing a difficult time and have no other option than to stay at a hotel for the time being...so we had a large amount of our belongings with us so that we could separate what we needed versus what we wanted to put away in storage. So when she gave us 15 min to pack up everything, we were scrambling to gather everything up. Stuff ended up getting left behind and some stuff was scattered. If we wouldn't have had to be in such a rush, we would have left the room how I've always left it any other time we stayed. I've always gathered up the trash, and even stripped the beds and piled the bedroom and bathroom linen all together to make it easier for the housekeepers. So, in this situation, I apologize that we were not able to do so.

Now, to make matters worse, after everything, a friend of ours went to the front desk to see if we were still there because he was going to help us take some things to the storage for us. He was told, by the same manager, that we were no longer there, that we had trashed the room, and that we were banned from coming back! And that he also had to leave and was not to return!! What kind of hospitality company does this? Please correct me if I'm wrong but isn't it hotel policy anywhere you go that you are not to give anybody information on any of your guests? And not only did she do that but then she also treated him as if he had done something wrong.

I don't understand at all how a person who is not very hospitable can run a business where guests are supposed to feel welcomed! This is unacceptable behavior, especially coming from the person in charge! The person that as a leader, should know that her staff is going to follow her example. It makes me wonder how many other guests have been mistreated and disrespected. I really hope that something gets done about this. Or I will continue to go to the higher up. And all of this over 5 measly cents!! Sad...

I found a manager and suggested it would be nice if the desk attendant would clearly explain the parking charge to incoming guests. He repeated what the clerk had said that there are notices inside and out and the hotel isn’t involved. I said hotels have countless signs about auto break-ins, theft, the facility not being liable, and these are so commonplace, they are ignored.

In the age of online apps that find the cheapest hotels, Doubletree by Hilton has resorted to a scheme advertising low rates while keeping hidden parking charges which are not sprung on travelers until they arrive at the hotel, a variation of the “bait-and-switch” scam.

When I pressed the issue and told her I would be writing this review if things went foul I asked for a manager. The "manager" got on for 3 brief unintelligible seconds of speech and suddenly I heard a recording telling me to leave a message. I HAD to find a room to stay overnight somewhere. No time to mess around with a polished SCAM.

The staff was unconcerned about my situation. Each day I cleaned my room especially the bathroom. I didn’t Change hotels because I’d sterilized the room. I used my own garbage bags for trash because the cleaning lady told me she didn’t have any. I was really sickened when I asked for ice and was told the ice is open to everyone. In this coronavirus age and half the people in the hotel don’t wear masks, that is horrible and disgusting to me. I have traveled the world and I thought the Hilton name meant something, this place is a dump. This place is the worst hotel I’ve ever stayed in. I won’t make this mistake ever again. I check out on 7/24/2020 and I can’t wait to get home. I feel so grimy. This is my first review and I couldn’t not say something.

When I checked in the woman at the front desk notified me after I paid that they were not a cat friendly hotel and was very rude. I tried to tell her that the reservations lady told us it was okay and that we had nowhere else to go and she said “we just don’t accept cats here.” This hotel could not accommodate, let alone be sympathetic to my family who was running from a hurricane and had nowhere else to go. She almost didn’t refund me until my husband came in and screamed at her for her rudeness and not being sensitive and to our situation, she didn’t even call a manager to see if something could be worked out or anything.

I will never look to this place for refuge or even a vacation. Virginia Beach is our hometown and this is how a military, pet loving family gets treated. This all happened last night and we are still very upset that we were not welcome. Not to mention after posting this review on Google and TripAdvisor, the General manager, John **, reported my review responded with a gratuitous response that was incorrect and petty. Do not stay here.

Knowing how important this was and that she was leaving for the day, Elizabeth, involved Frank a manager who was also at the desk. Frank explained that it would be closer to 3:00 when our room would be ready. Since my room was prepaid, he ran my card for incidentals and checked my ID. Frank assured me when I got back I could zoom through, flash my ID and grab my key.

With vendors running in and out of the venue, we were running late but had time when we got back to the hotel. I explained to David at the front desk that my room is ready. I’m supposed to show my ID and they’ve already run my card for incidentals. He tells me he’s not gonna go any faster if I rush him. I tried to explain why I was in such a rush but the more urgency I displayed, the slower he moved. I asked for the manager and he says he’s not gonna jump because I say jump. I had the very distinct impression that had I whipped a wedding dress out of my bag and told him I had 5 minutes to put it on and get to the venue, David would have sat down and smoked a cigarette. By this time my husband is taking a call behind me from our event coordinator telling him there are around 20 guests already waiting there.

I’ve put close to ten thousand dollars and many months of planning into this event. I’m so grateful my father is well enough that I could do this for him. Your hotel has taken the joy out of it. I wish I had changed in the bathroom at the venue and drove home that night. I wish to God I never stepped into your hotel that day and it’s sad after all these years to say that I likely never will again.

I think my voice finally got just loud enough that David thought the manager would come out anyway so he opened the door right there within a few feet of us. Frank immediately came out and gave me my key. He said David couldn’t find it because it wasn’t in the computer. Seriously? You are taken aside and explained the importance of my getting into my room without incident. My reason for checking in two hours early. Then you set my room up but don’t put it in the computer and disappear. To top it off David stood behind Frank while I complained about his customer service and made faces at me similar to a two year old. Had David gotten the manager when I asked for the manager, who was holding the key to my secret room, I could have made my party on time.

Instead, I was sick to my stomach. I spent the first half hour apologizing to guests. I couldn’t eat the entire time. All I did was drink water and relive that nightmare confrontation over and over in my mind. I pray my father couldn’t tell. I thought it couldn’t get any worse but when the party was over, we were very tired and anxious to get to our room. As we walked through the lobby, David yelled at us all the way across the lobby and ran from behind the counter to ask our room number. He even involved another guest to stop us. He knew full well who we were but was exerting some sick childish power as though he could make us look like riff-raff in his hotel.

Awhile later my husband needed something he left in the car. He had remained very quiet until this point but knowing how this party I’d been planning for so long had come down to this guy either in serious need of training or with some serious mental issues, walked by David and said, “You really shouldn’t have treated my wife that way”. David’s response, “lm not gonna lose any sleep over it,” with the smart face and tone to go with it of course.

I didn’t sleep a wink all night. I was down at the front desk at the crack of dawn waiting to find out who I could talk to. A nice lady named Michelle wanted to hear my story but that was a mistake. She tried offering me breakfast but since I had that lump in my throat kind of sick feeling over everything, food was not going to help. I was waiting for someone higher up. The whole time we talked, a security person sat watching a ways off. I was sure she could tell I was unhappy but could not hear my story. Michelle gave me what I thought was the General Manager’s card. I thanked her and said I would definitely talk to him but I wanted to talk to someone at higher up. She wrote down a 1-800 number and out of frustration I crumbled it up, threw it down and said this is useless, all you get is a recording from that number.

The security person rushed up and stood about 6 inches from me with her arms folded like Superman and told me to calm down. I asked her if she heard what we were talking about. She told me she didn’t. Poor Katie, the Security Guard must be new. She really frosted the cake. I found out Michelle is new too. She gave me the Guest Services Manager card. To actually get a GM’s card, I had to wait around until Elizabeth came in. She’s apparently the only one there who has any experience at this hotel. If I encountered anyone else there with experience, they are not worth training.

(SHE'S 9 YRS OLD) with Tony just standing there... and I said to him, "I can't believe that you're having my nine-year-old get the wheelchair." Later on during the convention my daughter told me that she loaded the wheelchair too when we first got into the shuttle. That's why she was in the back of the van so long! Wow.

I filed a complaint based on the name the second shift driver given me but it was the wrong name. The correct names are Tony and Edgar. Edgar was supposed to take us to the convention center at first. He said he would take us and then he said wait a minute and he walked away! Wow. Also noticed that there weren't any entrances for disabled people at the DoubleTree Hotel there were only two but I didn't see a ramp. I was a good guest. I tipped my room service maid service, Starbucks, so I'm not a difficult person. It just made me so upset because it has never happened to me before where I couldn't walk and I just absolutely had no help from your hotel whatsoever!

I feel bad that your driver made my daughter load the wheelchair (it was heavy) and try to make her unload it. It was very hurtful and I don't understand why your driver would do such a thing to a child person and disabled woman. It made our stay at your hotel unpleasant because I don't know if it was racist or discriminatory in nature what your drivers did. I also find it interesting that no one has reached out to me about the incident but I do know that my district is supposed to be filing a complaint as well. Not a good look for the DoubleTree Hilton and I would recommend that if you are disabled please think twice before staying at the DoubleTree. It's a Hacienda style Hotel and involves a lot of walking and there's no one there to help you. At least that was my experience.

I am a middle-aged mom of two (with my children in tow) and not only was this shocking & uncalled for, Yelp reviews personally call him out by name for similar bad service. Thankfully Hilton was able to find me another hotel for my stay and were apologetic about the situation. However, this was a very scary and angry man who has no business dealing with customers.