My recent stay at The DoubleTree by Hilton has been frustrating enough to warrant a review. I checked in on Monday, May 26, with a connecting reservation that was supposed to run through the week. At check-in, I informed the front desk that I had two back-to-back bookings (one starting Monday, the other Wednesday). The gentleman acknowledged both and assured me I wouldn’t need to change rooms—especially important since I was traveling with a child.Unfortunately, that assurance quickly unraveled. The next day, I received a check-in notification for the second reservation. When I followed up, the front desk staff insisted I had booked two overlapping stays and had been marked as a no-show. Despite showing both confirmations on my app, I was told I was wrong and advised to call Advanced Purchases. I stood in the lobby, caught between two parties arguing over the phone—one saying I was fine, the other saying I wasn’t. Eventually, the hotel staff relented and said they’d “take care of it” and notify management. I was told I’d hear from Laura Cardona or Henry Santos. I never did.I’ve since sent three emails (starting May 28), made multiple calls, and visited the front desk—no response. Meanwhile, I noticed two charges on my credit card.The room itself was also disappointing. The kids’ side was supposed to have a TV—it didn’t. The bathroom was missing basic amenities like conditioner and lotion, which I rely on when staying at Hilton properties. I submitted a request through the app and was told housekeeping would restock. They didn’t. The next morning, I was told not all rooms have TVs, despite the website saying otherwise. I booked this hotel specifically to keep my son close to school while we moved homes, and I needed that TV to help keep him occupied while I worked remotely.To make matters worse, on the day of our move, our nanny couldn’t access the room because our keys had been deactivated—without warning. We were locked out with a child late at night. Again, no communication, no explanation.I’m now in my second week of a three-week stay, and still no word from management. The Advanced Purchase team has tried to help but even they can’t get through to the hotel. Calls are either endlessly on hold, misrouted, or sent to voicemail.To be clear, the restaurant staff, maintenance, and housekeeping teams have been kind and hardworking. The front desk staff seem overwhelmed and unsupported. The real issue is the complete lack of accountability and communication from management. It’s unacceptable.I’ve sent a final email today requesting two nights be credited back to my card. I’m also cancelling future Hilton bookings where possible. I’m done. This experience has been exhausting and disheartening.
