We got a great deal online. Later we realized that it doesn't matter how great the deal you get is, if the service is not up to par.On a good note, the hotel was meticulously clean and modern.
Our room was small, but well-appointed and modern. The beds were comfy and bathroom was spacious.
The location is not on the beach but about a 15 minute walk to Ashford Avenue in the Condado area where all the bars/restaurants are. We walked and found it a nice walk along the main street, de Diego. There is also a bus that runs to and from Old San Juan infront of the hotel. The valet parking man was so kind and helpful, I wish I knew his name.
We did not find it unsafe walking around. The hotel is in a decent area and there is a 24-hour grocery store, SUPERMAX right in front of the hotel that is very convenient. We bough numerous things and stored some in our hotel mini-fridge.
While the hotel itself was beautiful, I would rate it 1 star higher if it was directly on the beach or an even shorter walking distance to the Condado area.
Our disappointment and frustration though was with the manager on the day we checked in and on the day we checked out, his name was Omar.
On the day of check-in, he was fine, just indifferent. But friendly or acommodating which is fine. At least, he was not rude. On the day before checkout, we were notified by US Airways, that our flight was cancelled due to Hurricane Sandy. Of course, we then had to deal with re-booking our flight, call our travel insurance company and try to re-book a room.
The front desk staff on a particular evening were quite helpful and acommodating us in allowing us a few phone calls from their courtesy phone so that we may contact our airlines and insurance company. One other lady at the front desk also had no problem in dialling our airline's # and forwarding it to the other courtesy phone in the lobby area in front. of reception.
They more than willingly were trying to help us in any way to organize alternate travel plans.
On the morning of check out, since our long distance phone bills were becoming quite hight from our room phone, I went to the lobby to ask kindly if i would be able to use the courtesy phone to verify the status of our flight for the next day. I told the manager, Omar, that it would be a quick call to the 1-800 # and he responded in a very annoyed way that "sorry I can't let you use the phone", and I told him that the reception last night allowed us a few quick calls because they were important calls, our flight was cancelled, he then responded very matterof-fact, " I can't let you use the phone".
Are you serious? Is that customer service? I couldn't believe it and to make matters worse, we were even asked to be put on the waiting list to stay a few more nights along with other stranded hotel guests. What was unacceptable was that Double Tree did not even update us as to whether or not they could book us a few extra nights due to our flight cancellation.After minimal thought we told them to take us off the waiting lis(instead, we checkout and into another hotel that was 1 block from the beach and good customer service) The morning of check out from Double Tree, Omar the manager was there at the desk, and saw us checking out and did not acknowledge us in anyway. He did not even ask us if our flight got re-booked. That is, because he does not care. Seems like he is just going through the motions. Not very, not hospitable,not friendly in any way. Definitely not how a manager should conduct himself.
Unfortunately, we also did not have a good experience with service at Caribe Hilton i a few days prior. I rate both Hilton's highly in terms of aesthetics, but in terms or service, I do not.
Would I return or recommend Double Tree Hilton? No, unless there is an improvement in service.
Perhaps, Omar was having a bad day the day we checked in? or perhaps he should get re-trained by Hilton management if Hilton really cares about the customer service they provide to their paying clients. Hope you're listening Hilton. A note to travellers, there are other beautiful places to stay at, chain or independent establishments that offer the whole package.
One last thing Hilton, remember, your management is a reflection of the Hilton.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Please accept our most sincere apologies for the miscommunication that occur with our Assistant Front Desk Manager. It is evident that what reads to have been a great stay was hindered by this interaction. During the pass of Hurricane Sandy through the east coast of the United States many flights were cancelled, leaving several guests stranded. We truly tried to accommodate as many guest a possible if not with us, with in our sister properties. I am sorry that we were not able to accommodate you immediately. I am with hopes that you will see this as an isolated incident and would give us the opportunity to be at your service should your travels bring you back to Puerto Rico. If I can be of service to you in any way, please do not hesitate to contact me at firstname.lastname@example.org.
Always at your service,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.