Contact Doubletree Corporate

To whom this may concern,

On April 18 2019, my girlfriend and I travelled to Miami where we stayed at DoubleTree Resort & Spa by Hilton Hotel Ocean Point - North Miami Beach from the 18th to the 21st. We booked your hotel because we wanted a relaxing place to stay by the beach with the Spa as it was offered by Expedia. We got the package and upon arrival we were beyond upset the fact that the Spas Hotel was closed. It pretty much ruined a part of our plans. No where in the site or Expedia site or Sunwing site was there a notice letting any travellers know. If I knew that I sure wouldn't have picked up DoubleTree Resort. I got changed amenities and sure didn't get what you offer. I contacted Sunwing and Expedia about this matter and they told me that its the Hotels responsibilities to let the companies know if anything is not working properly. I not only feel lied to, but also I chose a hotel for the Spa reason and sure didn't get that. It totally defeated the purpose of staying there. Been at DoubleTree Resort and it was great but after this experience I don't think that it will be one of my choices.

Hopefully something can be done because this has been nothing but headaches and definitely not relaxing and enjoyable.

Regards,

Danny Vitorino

On April 5th my son and 3 friend booked 2 rooms for one night That night they were down in the bar having a few drinks before turning in They left the next day everything ok My son checked his credit card statement and seen there was a charge on it for an extra $250 He called and spoke to someone who was very rude and said it was a Cigarette charge Nobody from this hotel called to inform him of this charge So I called a spoke to a Travis Gitter and asked about this charge He told me he knew nothing about it and transferred me to housekeeping I then spoke to a Sofia Ruiz who told me that day April 6th she was not there and knew nothing about it that I should talk to the head desk I told her the head desk a Travis Gitter just sent me to her I told her when they get their stories straight I was going to call back later Well I called the 19th and then again the 20th Left messages both times and nobody called back So I tried again on the 24th and a Travis Gitter answered I asked them what made them think there was smoking Was there a statement written up Time stamped and I wanted it sent to me Well I got this letter NOW dated April 6th stating Assistant head housing keeping Sofia B Ruiz ( with just a printed name not signed ) and Travis Gitter That there was a cigarette butt in the trash and they smelled smoke I asked my son and all 3 friends One said he might of taken out of his pants pocket and put it into the trash They all would have smelled like cigarette from the night before so the smell would be in the room still How can they just go charge someone with out telling them why. There is no proof but the smell from their clothes and a butt in the trash So this gives the right for this hotel charged them $250 for that I bet there are other people out there that this has been done to I believed they lied in there letter that was made up just to shut me up Hoping we can settle this problem My son was Nicholas Reed Check in date April 5th 2019

Is the attached accurate?

As a 22 year combat veteran in the USAF, I feel it is an absolute disgrace that your Colora9 Springs location has refused service to Military personnel. You have no earthly clue what these people go through to ensure your freedoms. We dont want praise or recognition. We just don't want to be tested like outcasts. It is despicable what has transpired there. I promise you, it is now my personal mission to destroy your company's reputation. I hope you're prepared to deal with the fallout. Good luck.

I just read an article about Double Tree Hotel in Colorado Springs disrespecting military personnel. We went through this in the late 1960's in the airports, train stations and streets military personal are fighting over there so you don't have a war in your lobby like many countries have. Double Tree lost this customer there are a lot of places to stay that appreciate our business. You need to screen and train your workers and managers much better.

Hi,
Please can you help as I feel I have been misled and now don’t know where I stand with the hotel booking I have made?

Last night I came across the George Michael tribute event planned at the Edinburgh Airport on the 15th February. With my wife being a huge fan of George Michael at it being the day after Valentine’s Day I thought it would be nice to come along. I seen the there was a 3 course dining option and that got me thinking about making it an overnight stay. Being a Hilton Honours member(HH#718199303) I went to your website and was hoping to find a overnight stay plus the event deal but when I couldn’t see anything I engaged in an online chat with a member of your team called Hunt. I asked if if there was an option to combine the event with an overnight stay and he assured me that this would be no problem and as a Hilton Honours member I would get the best possible deal. He provided me with a price which I was led to believe was a fully inclusive price for an overnight stay and 3 course meal tickets for the event. I provided my email address and asked if he could mail me the details so I could review the deal and make sure that it was what I was looking for, he told me this was not possible from the chat window, is this true? He then provided a direct link to the booking page on your website for the deal he had arranged for me. I could not see any mention of the tickets for the George Michael event and asked Hunt about this, he told me not to worry as he would put a note on my reservation to include them in my booking. With this in mind I went back an made the booking #3517817077.

Again I went back to the chat thread and Hunt confirmed that he could see the reservation. Again I asked about the tickets for the event and again he told me not to worry but now he was telling me to contact the hotel direct, he supplied me with the phone number and they would sort me out, alarm bells start to ring now! I did remind him that he said that he would add a note to my reservation but now he tells me due to data protection he cannot access my reservation!!!
I now ask Hunt to email the chat thread so I can use it for reference and he confirmed that I would receive a copy of the chat to my email address once I closed the chat. We exchanged pleasantries and bid each other a good evening. Unsurprisingly to me now I still await said email of our chat transcript. I have received my hotel confirmation and it has no mention of the George Michael event at all.

I phoned the hotel direct last night and they confirmed that I have made a reservation for 1 night on the 15th February 2019 on a Dinner, Bed & Breakfast no mention or notes regarding the event. This reservation is of no use to me with out tickets to the event. The member of staff was very helpful and informed my that I could book the event tickets via another website but this is not what I was sold by Hunt on the chat thread, he assured me several times that it was all going to be included. It also transpires that my evening dinner is not the 3 course meal as described on the event page but a evening meal at the hotel of which I have no details of how this is formatted.

I’m so confused now and have no idea where I stand or what I have been duped into booking. The whole process has taken what was supposed to be a fun overnight stay with a meal and entertainment by a tribute act of one of my wife’s favourite singers to me feeling very stupid and a bit angry mainly at myself for being rushed into the booking.

Can you please help me sort this disaster out as the booking I have made and paid in full is useless without the George Michael tribute night!

Regards
Alan Chester HH#718199303
14 Faraday Place
Addiewell
West Lothian
EH55 8NG

Mobile No. +44 (0)7770637684

I came to this hotel because my husband was coming in town from work so I try to surprise him, being that I knew that the hotel is all inclusive, I’m very disappointed when I had a room and tickets to go to maxi got dress so myshusbamd could have a good time and they will not let us use our tickets the lady on the top Priscilla was rude and her supervisor Travis did not make it any better just an overall and overwhelming bad experience. This is the double tree in SeaTac and I had book two rooms one for us and one for the kids. We recently got married first New Years together just disappointing

Making a black man who was a guest in your hotel leave for what appears to be only because he was black is wrong. Your employees should be fired. The police officer who responded to the call should also be fired. I am a retired white police officer and found the behavior of your employees and the police officer nothing less than a racially motivated act.
I will never stay in another Hilton property. This behavior should have been done in the 1960s. I hope the man sues for millions. I would tell you this, if I were on the jury I would award him the maximum the law allows.

just read about the incident in Oregon, spend thousands of dollars a year with Hiliton, You just lost my business.

While the front desk was Outstanding except for one exception. The housekeeping service left a lot to be desire. First day was fine. The second day I found crums in the bed ( they were my , I had had a cookie the night before) but nobody made the bed the way it was supposed to be made. The trash was left from the day before. No complimentary coffee or tee or cups The reason I am Writing to you is so I don't have to give this hotel a bad review on line. Since every one else was Very, very nice

Your hotel at 3200 Ocean Blvd in mrytle beach treated us as if our comcern about our door being unlocked when we come back from breakfast yesterday wasnt a big deal and i have a problem with their reaction! Our first impression was horrible when we arrived our first room was 326 it was filled with cigarette smoke so we moved room 611 and on 3-10 we went to breakfast and locked the room and come back to our door not being locked and she sent maintenance he fixed the door and i felt like she didnt think it was big problem with it

1) arrived early and was told all was well with our reservation but that our room wasn't yet available.
2) came back and was told by the manager we had no reservation
3) despite the fact that my mother, who had booked the reservation, showed him her hotels.com confirmation and payment receipt he just kept shrugging and saying we didn't have a reservation.
4) eventually he went to his office to contact hotels.com. he returned 30 minutes later having NOT called hotels.com and having zero solution for us. We were not asked to sit down, offered water or coffee or in any way given any sort of hospitality or courtesy.
5) When we called hotels.com ourselves we were immediately told that we had a reservation. The rep from hotels.com spoke with the manager (Alberto Nogales) and emailed him a copy of our confirmation. At that point, we were checked in by the manager as he continuously kept telling us that he hadn't ever had the reservation. At no point did he express any sort of apology for the confusion.
6) When my mother asked him if there was any way he might like to compensate us for the almost 90 minutes spent trying to check in he behaved as if he was outraged, asking "it's my fault?!?". When I explained that while it wasn't his fault per se but certainly could have been handled better he agreed to comp our breakfast and upgrade us to a king size bed. (When we checked out our bill showed zero incidental or restaurant charges, however we've since been charged for the breakfast).
7) While we were checking in another couple was asking about the A/C in their room not working. The trainees at the desk all earnestly explained that it was only in a couple of rooms that the A/C was out and that it would be fixed very soon.
8) Upon arriving to our floor we suspected that the problem was more widespread and discoved that in our room the A/C didn't work.The thermostat was reading in the high 20s. We called down and were told it was a building-wide problem and would be fixed momentarily.
9) I went downstairs and asked about possible solutions (opening the window, changing rooms etc) and was told that neither was possible. After 10 minutes or so they offered to send up a fan and some bottles of water
10) A mainanence person came upstairs and opened the window, no fan or water was delivered. The room remained in the high 20s for the remainder of our stay.
11) The following morning we again were told the problem was being fixed and would be resolved momentarily.
12) As I was leaving the hotel that morning I slipped on the ramp and fell down, injuring my hand and twisting my knee (it was raining and the ramp was without any type of slip protection or signage warning of slipping). My hand is currently fine but I was unable to use it for the day and was extremely restricted in my ability to walk around. This was the only day my husband and I had in London and it was more than a little disapointing.
13) When I went inside to let the manager know what had happened I was told he was in a meeting and was unavailable. I insisted and a member of the staff went to inform him.
14) When he came out he stank of cigarette smoke and wasn't wearing a jacket or a name tag
15) He took an accident report and asked if I wanted him to call me a taxi to the hospital. I declined.
16) As I was leaving I saw one of the porters and let him know what had happened and requested that some type of sign be put out so that nobody else would get hurt. The porter said he would do what his manager told him to do. When I returned later that day to retrieve my luggage there was a small sign at the bottom of the ramp but nothing at the top of it. It was still wet.

Over the course of my life I've been lucky enough to travel all over Europe, the Middle East, Central America, The United States and Asia. I've stayed in rooms from $10-$1000/night in more than 20 countries. I have never before felt the need to complain, chastise or in any way ask for compensation but I am doing so now. The staff at the Doubletree Hilton Hotel on Bayswater Road in London is BADLY in need of training or replacement and your guests are being treated intolerably badly there. If at any point anyone had offered us a glass of water, a cup of coffee, a place to sit, a word of sympathy or even just done their jobs and not lied I wouldn't be spending my time today writing to you.

The room was paid for by my mother, Judy Bayer, through Hotels.com (she also travels extensively and is a Hiltons Honors member) the nights of September 3rd and the upcoming night of September 15th. At the very least she should be offered a full refund and if at all possible we would like to move our next reservation (9/15) to the Hilton at the Queensway station up the road.

Thank you for your assistance in this matter.

Best Regards,
Lisa Bayer-Maisel
718-807-8746

My reservation was made for me as a guest of the Grand Lodge of Illinois Ancient Free and Accepted Masons. I received a reservation for Thursday, October 6 through Saturday October 8. I received an email from the hotel, and a link to a website to pick out my room. Every time I tried to use it, it gave me an error message that the system was not working properly and to come back later. I did that four time, with the same results. The front desk, when I arrived, gave me the key to room 913. That was OK, but not on a Hilton Honors floor.

On Friday I attended the meeting where I spoke as a guest of the Masons, returned to Room 913, and notice there had been no housekeeping. While I was working on some papers, I was surprised by a man opening my door with a key. He told me 913 was his room, he had the key to prove it, and I needed to get out. I told him I did not order a roommate. He left. I called the front desk, and the person there told me I was not even registered in the hotel, and yes, they had given the room to someone else.

Then this person switched me to someone else who told me I was supposed to have checked out that morning. Then I was asked to restate how long I intended to stay, which was until check-out on Saturday. Someone else tried to blame the problem on converting to new room keys, and sure enough, two guys knocked on my door and said they were there to calibrate my door lock. This was, by then, too much of a parade of people trying to get into this room. Then housekeeping showed up and said her list did not include the room because it was unoccupied.

I went to the front desk to check out on Saturday and spoke with the woman who had originally checked me into the hotel on Thursday. She was apologized and said she did not understand what went wrong, and how some other clerk had given a key to my room to some man. She wanted to know what the hotel could do to make up for this. We settled on 30,000 Hilton Honors points, but she said her manager needed to approve. At this point, I have not heard from the manager about an apology or the points.

Called housekeeping 3 times about something left in the room. No response called front desk 4th had a rude clerk who said it was lost.