This is by far the worst Double tree hotel, in fact I found out that the staff are not trained originally with Hilton. The GM and other staff are the left overs of the bankrupt hotel called Indigo. Hilton took it over but really should have retrained the staff or sent them away. This explains the terrible customer service. I only liked the day staff at the coffee shop at breakfast. At the front desk, it depended on who was working. My daughter was asleep when we arrived, so I didn't get her a cookie. Then the following day she asked for a cookie. The front desk person said NO because it's for people when they arrive. Right there I should have realized something was wrong. Been to many DT's and they give cookies without any question. Maybe this place is too lazy to put more in the heater. What happened after that was funny. The maid came running after us and gave my daughter a cookie. She over heard and thought the person was out of line. Pretty sad when a maid gives better front desk service compared to front desk. Guess the maid was Hilton trained and not front desk. WE had a noisy heater in the room and the mirrors had smear marks. Management should use more eco friendly products because it's not the housekeeping fault with what they use. Very strong chemical smell. Found the hotel floors with hardwood not very practical. No closets and no fridge. I have never seen a hotel room without a mini fridge. The pool area had no towels every time we went. The bartender in the evening was so slow and kept screwing up orders. Also had drinks put on my bill which didn't belong to us. Took a long time to get that voided. All and all, I would have stayed at the other Hilton hotel down the street. I didn't know there was one there. I notice this manager only comments on a couple of reviews. The other hotels have managers answering all reviews within a week. No surprise.
So as mentioned in the title, This is not a real Hilton hotel. It is an old Indigo Hotel which was bought out by Hilton. They have not done a good job with this place. It needs to retrain management from the top down. Especially with the Marriot and other hotels near by. Better attention needs to be given to make this a believable Double Tree hotel. Also, bad toilets. They kept overflowing and needing a plunger after every use. YUCK!!!!!!
Hilton corporate needs to do a review on this hotel to improve it's image.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hello Tessa W,
Report response as inappropriate
Thank you for your review. While I appreciate your comments, as I do all those who submit reviews, I would like to take this opportunity to provide some facts regarding some of the statements you made in your review then hopefully I can address the actual operational shortcomings you experienced during your stay.
- We are in fact a certified DoubleTree by Hilton Hotel. We are owned and operated by a management company which owns the property and operates under license from Hilton. This is common in the hotel industry as franchising by the brand allows them to grow in number and create market awareness for our guests. There are 288 DoubleTree by Hilton Hotels open in the America's today, most of which are owned by private owners, management companies, or publicly traded companies all operating under license from Hilton.
- The Hotel Indigo, which is a main stream boutique hotel brand operated by Intercontinental Hotels Group is in fact not bankrupt. They are actually doing fine with 60+ hotels open and operating under the Indigo flag. We opted to change our brand flag back in May of 2012 to become part of the Hilton family of brands. This conversion came with many expenses and countless hours of brand certified training. These training requirements do not end once we put a sign up. We have hundreds of training hours required annually as a property and we take them seriously. Additionally as the General Manager I scored a 93% on my Hilton entrance exam. While I did not receive a 100% I can assure you I strive for that score daily.
I will now address your operational concerns;
You are absolutely correct about the cookie. It is our Brand Standard that we provide a cookie to every guest at check in and upon request during ones stay. I have circled back with my team to reiterate this policy. We may have experienced a shortage of cookies due to a large amount of youth groups in the hotel which stressed our cookie supply. While this is not an excuse, we simply tried our best to service everyones needs. I can assure you, we are not to lazy to make cookies, we actually enjoy it as the smell of them baking fills the lobby. I would be more than happy to Federal Express you a tin of cookies for you and your families enjoyment.
Since I do not have all of your room information I cannot determine if we tried addressing some of your displeasures or to see if you registered any of these concerns while in the hotel as we always try and rectify any issues at the time they occur. We also understand that issues do arise and in general we are poised and ready to rectify them if by chance we missed something. I can speak to the comment of the hard wood flooring. This interior design choice usually comes with positive reviews from a cleanliness perspective and even just a different look and feel compared to the traditional in room carpeting which hides dirt and traps allergens. I am sorry you did not like them. All of our rooms do not come with refrigerators, however we do have many room types that do. I usually suggest to our guests to simply book that room style when making your reservations or call our guest service line and we will deliver one to your room. I will say that we only have a certain number of mobile units for on demand delivery and we provide these units on an as requested basis.
Tessa, our goal is to ensure 100% guest satisfaction. If we do not achieve this goal for what ever the reason, I always like to try and determine why. I welome the opportunity to speak with you personally about your stay as this review does not give me dates and time stamps for me to further my investigation into the matters at hand.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.