Stefanie

Review of DoubleTree by Hilton Hotel and...

We are Hilton Honors members. We travel often and ...

We are Hilton Honors members. We travel often and have booked Hilton hotels exclusively for many years. My experience at this location has definitely changed my opinion of Hilton customer service. Our room was dirty, hair in the shower and in the sink. There was food left in the fridge. And blood on the balcony curtain. The hotel itself is very dated. Even after feeling totally uncomfortable we didn't complain, I actually wiped the room down with disinfectant wipes and continued on. It wasn't until the next morning (after getting no sleep) that we finally asked for our reservations to be moved. We didn't feel safe after being approached several times by homeless people. And all we heard all night was the traffic on the highway. We finally was able to fall asleep around 4 in the morning and then at 6 the alarm went off and woke us up. Very aggravating. The manager would not allow us to change reservations. Even after calling the customer service number I was told I would receive a call back from a supervisor and again the hotel manager called us with no solution and was quite rude about it. We ended up staying so we wouldn't lose the money we had already paid. The next day we were locked out, having to walk clear around the building (with luggage) to get in, they had turned our key cards off, on purpose I'm pretty sure. Also didn't feel comfortable with housekeeping coming into our room so we put the DND sign out. I called the front desk and asked for a fresh set of towels, waited 40 minutes, then my husband had to call back. Again the manager was rude and hung up on him. He ended up bringing us 2 bath towels. I asked him again for a whole new set of towels. He seemed bothered by it and told us that we need to remove the DND sign so we would get towels the next day. Yeah ok, wouldn't be a problem if we trusted them in our room with our belongings, but sadly we did not. We came to town for Super Bowl and unfortunately feel like our experience was ruined by our hotel choice. By far the worst Hilton stay ever.