Doubletree by Hilton Customer Service Issues

Dear Sir, I am writing to address certain issues we encountered during our recent stay at your hotel. Firstly, we experienced poor service at the bar when a drink was returned and the bartender's attitude was disrespectful. Although the duty manager resolved the matter promptly, the overall service fell short of Hilton standards. Additionally, our room ([redacted]) had various maintenance issues, including a TV lead hanging dangerously, a dirty wall fan, stained mirror, peeling paint on the bath panel, and poorly positioned grab rails in the bathroom, potentially posing safety concerns. Furthermore, we faced cleanliness issues with housekeeping leaving used towels in the room, items like coffee and milk left in a bin bag on fresh towels, and incomplete room servicing. The breakfast experience was also disappointing due to delays in service, unclean tea pots, limited coffee and hot water availability, and unattended broken glass in a corridor. Despite these challenges, some staff members, such as the Duty Manager, Ella the waitress, the receptionist with red hair, and Dylan at breakfast, provided exceptional service. While we understand the current challenges with staffing shortages, we hope for an improvement in cleanliness and customer service to meet Hilton standards in the future. I look forward to an appropriate response to our concerns as we reconsider booking at Hilton hotels in the future. Regards, J. N. Sent from my iPad (image attachments included)

The housekeeping service at the hotel was very disappointing. The bed making and replenishing of tea/coffee supplies were often neglected, requiring multiple requests. Some days they didn't come until we asked. Surprisingly, we were told housekeeping did not work 24 hours. Trainees at the front desk were slow at handling tasks, needing more guidance before being independent. The hotel being cashless should be clearly stated on booking sites. The lobby furniture, particularly the high chairs, needs urgent attention as they are in poor condition. Despite these issues, special thanks to the efficient concierge, Yuri. Overall, for the price paid, the experience at the Hilton was not a good value.

I made a reservation and payment for a room at the Hilton DoubleTree at Union Station online. However, upon arrival, we were booked at a different location which was 35 minutes away. The hotel stay was terrible, with an unclean and poorly maintained room, disrespectful staff, and lack of amenities promised. The breakfast was unsatisfactory with dirty dishes and rotten fruit. The indoor pool had mold, the hot tubs were closed, and I found someone in my room without housekeeping supervision. Despite my complaints, the front desk did not rectify the situation, and I was charged for a late checkout due to being locked out. This experience was a disappointment compared to other Hilton locations. I am now seeking alternative accommodation due to the poor conditions and lack of hospitality. My Hilton Honors account login is also not working, preventing me from using points. I hope these issues can be addressed promptly. Thank you.

Hello, I am Saeed Majdalawi, and my Agoda Booking ID is [redacted]37. On 08/23/[redacted], while in Istanbul, Turkey, at 10:55 a.m., I inadvertently booked 3 nights in 3 rooms at the "DoubleTree by Hilton Doha - old town" hotel instead of the "DoubleTree by Hilton Istanbul - old town" hotel, due to the identical names except for the city. I promptly canceled the reservation at 11:04, realizing the mistake within 10 minutes. The hotel names on the Agoda website are exactly the same for both cities. As an Israeli resident, I am unable to travel to the location of the hotel in Doha. I kindly request assistance in obtaining a refund for the payment made to the "DoubleTree by Hilton Doha - old town" hotel. Thank you for your help in advance. S.M.

I have a reservation for a 3-night stay starting at 2:00 AM. A night auditor at the hotel informed me that I cannot check-in until 4:00 PM. However, earlier in the day, I received a message from Hilton app from an associate named Riku stating that my room was ready for early check-in. Today, I have an interview with Customs Border Patrol at 3:30 PM. I need to rest, freshen up, and get ready for this interview. The advice from the associate to wait until the official check-in time is causing a conflict with my interview schedule.