Shavonne Kitchens

Review of Doubletree Guest Suites LbV

I have been very disappointed in my family's stay ...

I have been very disappointed in my family's stay here at the Disney Springs Doubletree. I called right after booking to ask if there was anything they did for birthdays and I was told they were putting a note on my reservation that said it was our son's birthday and there would be a birthday surprise for him waiting in our room. We arrived late on Wednesday night and I was not even greeted by the woman working the front desk. She put her finger up at me telling me to wait. I was so tired and I just wanted to get my sleeping toddler into a bed that I did not say anything but was very taken aback. This is not the customer service I usually recieve from Hilton properties. She did not even tell me where my room was located, just handed me keys and walked away. Once we got in our room I realized there was no birthday anything in our room and once I started to unload our cooler I realized our refrigerator was dirty. I wiped it down myself and finished unloading. In the morning I realized all of the extra items I had requested at booking were not in our room. While at Disney on Thursday I got a text from Leslie at the hotel asking how our stay was. I responded with the issuses and she never replied to me. We have walked by the front desk at least twice a day and no one ever makes eye contact or smiles at us. It feels so unwelcoming. I hate that I paided to stay here and feel this way. I was very upset that Leslie never got back to me to try and make anything right for our stay. There our pages in our room that say "Give us a chance to make it right" but then they don't respond to you if something is wrong? A little customer service goes a long way and we received none in a 3 day stay at this hotel. Also the bus service is never promt and there is not a direct or safe way to walk to Disney Springs like stated on their website. I would avoid this hotel and it's terrible staff.