Had a bad experience at the DoubleTree that turned weird.
Here is my review:
My experience while checking in was not at all indicative of my status with Hilton. When I checked in I requested to be put in a room with a King Bed, I was told that there were non-available. This came as a shock to me as I had seem the room type available on the HHonors App. I thought maybe the room was booked in the time it took for me to leave my office and get to the Hotel so I didn’t think twice about it. When I got to my room, I checked online and the option for a King Room was still available. So I called down and asked about it. I was told that this was because while there was a room available for that night, there wasn’t one available for my entire stay, however my search online was for the entire stay. When I said this to Eric, he told me he would look into it and call me back in “a couple of minutes.” 45 minutes later I called down to get an update. He told me that was looking into it now and to give him another two minutes. He called me back in 15 seconds and said that he does have a room available but that its on the first floor so he asked if I was ok with that. I said yes and he told me that he would send someone up with my new keys. 30 min later I went down to the front desk to get my new keys. He radioed housekeeping to see where the new keys were taken while he made a new set for me. Eventually I got into my new room. Not only was I denied the room type I wanted (same rate), I was lied to about the availability, and left waiting for an hour completely unnecessarily, but he never apologized. I was never approached about the inconvenience, definitely not the treatment I have come to expect as a Gold Member.
A couple of things have happened since this. The most exciting is that I am now a Diamond Member! Wooooo! Still waiting to see what the real perks are (I have yet to be upgraded) but I do think it will go well 🙂
So back to the situation at hand. FYI I wrote this review after getting an email from the DoubleTree asking me to review them. It’s posted on TripAdvisor because DoubleTree requested that I post it. Anyway, I did get a phone call from Eric the next day, unfortunately I was at work but he left a message asking that I stop by the front desk when I am back. That night when I got back he had already left so I missed him. The lady at the desk went to check when he was next in so that he and I could chat, unfortunately he was out for the next three days, and I left in two days. Anyway, I had planned to return to this hotel in 3 weeks because (IN CASE YOU MISSED MY PREVIOUS POST) its a top 2 hotel in the area! So I wasn’t too worried, I figured that we would cross paths soon. The next day I got an email from the corporate account office apologizing for the situation and assuring me that its not the norm. I thanked him for his apology and we were squared away. The next day I got a call from the General Manager of the hotel, asking me to stop by the front desk when I got back. I did (note, this is my last night here for that stay) and I had missed him. Friends, travelling for work means you work late. It’s very much a thing.
Anyway, a couple weeks later I was given the unfortunate news that the project was ending, so I never got to return. I wonder what would have happened.
Here are pics of the Embassy Suites room that I stayed in on my last week!