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Resort Details
Hotel Advisories
Customer Ratings & Reviews
TripAdvisor Traveler Rating
3054 reviews
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Jan 22, 2023Extremely rude staff and parking rip-off!!!!!
For many years, we have been loyal Hilton customers. But our stay at this DoubleTree in December made us consider switching our loyalty to another hotel chain. I never thought I would say that, but we may do that solely because of this hotel experience. The first problem was parking upon check-in. This hotel has 2 entrance/exits. The one we entered requires you to take a ticket. We go to the front desk and Josh was working. Zero personality, no greeting and no real interest in helping us...it showed! We arrived well after check in time. He said no room was available yet and we would have to come back later. We had been flying all day and we were very tired and hungry. So Mr. Personality did not tell us anything about the pay parking lot situation and so we were charged $60 on top of what the hotel charged for daily parking. We came back much later after eating. Still no room available...really Hilton? But fortunately Jose was on the front desk...the only nice person at this hotel! He made an effort to find us a room and did. Later during our stay, I went back to the front desk to ask about getting credited for the extra $60 for parking. Denisse was on the front desk. She was rude and treats you like you're an idiot. She said that the parking situation is explained to ALL guests. Well, Denisse, since you were not at our check in, how would you know? She said the hotel would probably not do anything and there were some guests who had $300 parking bills on top of daily parking. She said she would tell the manager, but I am sure she did not. We never had any further communication from the hotel and no credit for the $60. So here's my advice to anyone thinking about staying at this hotel...find another hotel!!!! If you noticed, the manager does not respond to any of these Trip Advisor complaints. Bye bye Hilton!
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Jan 16, 2023Save yourself money and look elsewhere
Check in process was easy. Lobby clean. BUT staff is very rude and did not feel welcoming. Had boxes delivered and wasn't warned they would cost me so extra charge for those. Which is fine but they could have told me when it was set up. Heading to Room and we noticed how old and gross the carpet is; smelt musty. In the room was clean but the carpet was obviously very very old and stained. The $5 water is simply ridiculous and offensive; didn't drink it. Had to constantly ask for coffee refills for the pot in room but the cleaners had been coming to stock towels and empty garbage. Issues with laundry room. Machines broken and run down. Detergent and static sheets empty so it would take money and not dispense. Had to drag our clothing to a different floor (same thing with the soap). Waste of time having to run to lobby to get a damn load washed with rude staff to "assist". The biggest issue came when we checked out and realized my spouses headphones were missing. When we arrived she sat them on the table as she was using her backpack for Disney park and didn't want to drag along her items for airplane. She didn't notice when they went missing but once we got to the airport, she went to grab them and they were not anywhere to be found. These were Bose headphones so not cheap. Upon getting home we called hotel. They kept telling us to call next day as "lost and found" was not dated. Day 4 they tell us nothing was written in their lost and found book. We waited a few more days and they said the same thing. So we said that these went missing at one point from our room but they wouldn't deal with it. Won't recommend this run down hotel especially when theft within staff exists.
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Jan 12, 2023Just missing a breakfast
this is one of the better Hilton properties in the area in our opinion. Unlike other hotels, this one actually had ample parking, both handicap and regular stalls. Clean and comfortable rooms. We will stay here again.
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Jan 11, 2023
Terrible
This place is a joke and so are Hilton hotels. I was charged for parking each night when i checked in. I parked my vehicle in the parking lot and to get it out i was charged 3 times the amount to get it out. Contacted the hotel and even Hilton customer service with no resolution. Ill next stay at another hilton hotel let alone this double tree.
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Jan 10, 2023
Horrible Experience
Our AC went out and the thermostat could not read the temperature in the room and had hot/cold air blowing all night. Maintenance left us blankets for the cold night. The next day I asked for the thermostat to be fixed or replaced since it had been raining and cold and there was no follow up. When I realized the room was freezing I came back down to the front desk and was told the thermostat was unrepairable and needed to switch rooms. A combination of the cold/hot air with the cold weather caused us to get sick. This was a horrible experience with no empathy of follow up displayed.