Tonight (7/23) was the worst hotel experience I've ever had. My family checked in late, finding the lobby under construction. Our room on the second floor had a strong odor from renovations, triggering a family member's asthma. The front desk staff was indifferent and unhelpful.
I contacted Expedia, who tried to reach the hotel, but the manager was unavailable. We decided to check out without a resolution or refund and booked another hotel nearby around 11:16 PM.
By 11 AM on 7/24, after 12 hours and 90 minutes on the phone with Hotels.com, the hotel was still assessing the situation. At 8:13 PM, the manager was still unavailable. Hotels.com advised calling between 8-9 AM on 7/25.
By 8 AM on 7/25, I left a voicemail for the Assistant General Manager. By 6 PM, still no response. Hotels.com informed me that DoubleTree denied the refund, but Hotels.com provided compensation.
While I appreciate Hotels.com's efforts, I strongly advise against staying at this DoubleTree. This was my worst experience as a loyal Hilton customer.