I'm in the second night of my stay and just had to review, because I rarely ever complain about anything and tonight was the last straw.
Upon arriving July 13th, Friday evening, I found the staff very friendly. I must compliment Jayson (bell man) and Omer (front desk) for their exemplary courtesy and attention.
After 10:00 pm, I was starving and asked where to eat. The front desk suggested the SkyLounge. I didn't care about the $10 cover as long as I could get some decent food. After confirming with the check in/security guy at SkyLounge that I could eat there, I paid the cover charge. It turns out however that you can't eat there unless there's an open table which the manager inside then told me that you just have to wait and see if anyone is gone. With people dancing around, you couldn't tell if tables were open. I told the manager I just wanted to eat. He and the security guy said I just had to wait. I walked out of there in disgust, robbed and still famished.
Conversely, the nice girl at the closed cafe said that the bar was open and could serve. So kudos to her and the bartender who did a fine job of making sure I was okay.
Tonight, I decided to order room service. Called the room service number. Called the front desk who transferred me to room service. Called room service again. Mind you, I didn't call back to back to back. I waited, because I figured room service would be busy. However, they just let the phone ring endlessly.
So I ordered pizza from a local shop. After an hour, I received a call from the bell desk. Apparently, the driver had to wait down by the bell desk by the front of the entrance. I had to come down from the 14th floor to get it. Not a big deal, but it was, because I couldn't freaking get basic room service. I tipped the driver over $10 for his inconvenience, then went upstairs to eat mediocre pizza.
To add insult to injury, I put $2.00 in the soda machine on the 14th floor for a diet coke. What came out was a warm to hot diet coke. So not good, because aspartame is bad enough, but in heat, it breaks down the bonding to... whatever. Needless to say, I tossed that. And now the hotel store is closed, so I'm stuck.
I travel quite a bit and have never had a bad experience in a Doubletree. Overall, the staff is friendly, but the overall customer experience has been not good. I fear my remaining night and hope that this review reach the hotel, so they can improve to meet the Doubletree standard.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for the review. I really appreciate you mentioning the smooth check in process and pointing out that Jayson & Omer exceeded your expectations. They both work very hard to make each guest interaction a positive one.
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I am very sorry about your negative Skydome experience. The Director of Food & Beverage will be reviewing your comments with the staff to help make sure other patrons do not experience the same frustrations. I will be happy to refund your $10 cover charge. Please contact me directly so I can get some information from you as I do not have any direct contact information. I am glad to read that you had a nice Lobby Bar experience and were able to enjoy your much needed meal there.
That is disappointing that the room service phone went unanswered. That should not occur as room service is staffed appropriately. Again, I am sure the Director of Food & Beverage will be following up on this to remind the staff how important it is to make sure every call is answered in a timely manner. I can understand why this would have been very frustrating for you and apologize that you had this poor experience.
Yes, for security reasons we do not allow delivery people up on the floors. We do ask our guests to come down to get food ordered outside of the hotel. While it may be an inconvenience, we do this to help keep our guests secure.
Wow, you really have had some poor meal experiences and I feel really bad about this. On top of the refund of your $10 cover charge, I would like to offer you the $2 refund from the soda machine. I will also call in the 14th floor soda machine to the Engineering Dept so they can check on it to find out why the soda was warm.
Unfortunately, I did not get notice of this review until after your check out. However, I am hopeful that you will return so we can be sure to not only offer you a nice hotel experience, but also a positive meal experience in any one of our food outlets. I am sorry this did not occur during your recent stay.
In situations like this, I really recommend asking to speak to the Manager on Duty. We always have a hotel manager available to assist in any situation. We want each stay to be enjoyable and memorable (for the right reasons). If this is not occurring, please ask for the manager. We will work hard to make it right.
Thank you again for the review and I do hope you contact me directly. We take guest comments very seriously and use them to improve. As always, I invite anyone to contact me anytime.
Happy travels –
Kevin B. Feldman
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.