Kellie

Review of Double Tree Sonoma County

Double Tree By Hilton Hotel Sonoma Wine Country in...

Double Tree By Hilton Hotel Sonoma Wine Country in Rohnert Park, CA is a beautiful property with an outside pool (open now) Gym, Bar, pool table and several meeting space and around 230 or so sleeping bedrooms.

Aside from the Interior and exterior of the property being aesthetically pleasing, clean maintaining proper covid-19 procedures. Aside from all of that, I found the customer service to be quite lacking.

Upon making my hotel reservation through Expedia, I wrote in notation stating that I would be arriving there as an early check-in around 3 in the morning, I also wrote if I needed to be charged a fee for an early check-in I understood and that I am allergic to feathers and if all feathers could be removed from my room.

I called the hotel a few days before my arrival because I needed to make changes to my reservation and I wanted to confirm that I would still be able to check in at 3 in the morning. I was assured that my request for an early check-in shouldn't be an issue and the information would be passed on appropriately.

When I arrived at the hotel, the night auditor was sitting down in the chair and didn't bother standing up and greet me as I approached her. I informed her that I was checking in and she looked like she was not informed of circumstance she had said she hoped there would be a room available for me.

The night auditor did not explain to me about any of the Covid procedures that were in place for the hotel nor about breakfast, nor about Wi-Fi, nor was I given a property map or was I asked to be a Hilton Honors member. To which I had to ask.

When I went to my to room I saw there was a covid protection sticker on the door but I didn't know if that was the room I was supposed to go into or not because I was not informed of the procedure.

As I got into the room I realized I did not have the Wi-Fi information so I walked back downstairs and asked what the Wi-Fi code was and that's when I asked about the Hilton Honors program.

The night auditor had two chances to approached me about the honors program without having me prompt her. She negated to utilize those opportunities.

The room was excellent, I enjoyed the comfortable bed!! It was however unerving to know that the door to the balcony was unlocked. I only realized it when I woke up and went outside.

When I went to check out that night, because I had to catch the greyhound back home. I was met with the same night auditor who again didn't stand and greet me as I approached the desk. I informed her that I was checking out and she looked shocked and asked me if there was anything wrong with the room or my stay. I was quite annoyed because she did not seemed to make a personal connection with me because I had only just spoken with her in the morning and told her that I would be checking out around this time.

The only staff that was memorable that made me smile was the bartender. - Before the drinks.

Carlos? I believe is his name. Very friendly & personable.

I would say your takeaway should be to retrain your staff, even while wearing a mask you can tell if somebody is smiling. I was not greeted and did not feel welcomed. Anytime a guest walks by if there is conversation among the staff unless it's really important should stop & greet the guests.

Aside from the poor customer service I received, I will still recommend this wonderful hotel and I do look forward to staying there in the near future.