This is a very beautiful hotel both on the inside and the out. The rooms had nice décor but were average in size. Location in proximity to downtown was excellent however that is about all I can say positive about out experience at this hotel. We travelled for pleasure with our teen son due to a major baseball tournament in town. He was asked by an out of state team to assist them with this tournament and he was able to however, the hotel that the team was staying at was already booked so we needed to find another hotel. Based on my extensive travel for work I always look for full service hotels in one of the major chains. In Cedar Rapids, it happened to be the DoubleTree. To say this in the positive way, the customer service was unacceptable. First, we had a choice to self-park or valet our car. Based on the comments from the front desk and concierge's we choose to valet which was slightly more. That was a huge mistake. We had called per their request 3-5 minutes prior to needing our car several times. The first time they stated that no one told them that we needed the car even though we talked to someone in person and gave them our Valet #. We had to wait about 10 minutes to get our car. The 2nd time we called 10 minutes early and came down to no car again. Our son needed to be at practice before their game so time was of the essence. Needless to say, they told us the same story and this time the Valet attendant ran to get our car however didn't return for approximately 20 + minutes. He stated that his card in the parking garage didn't work and he had to contact a supervisor. We were about 10 minutes late for game practice. Next, we ordered a refrigerator for our room due to medicinal needs and confirmed it the morning prior to arrival. When we entered our room it was not there. I called the front desk, then housekeeping and was informed that they didn't have this on my reservations even though I told them I had the paperwork (confirmation email) with it typed into the description. First she said there were none left, then after a short discussion she offered me one for a $15/per night fee. (That fee was waived by the manager). We ate at the hotel restaurant the 1st night due to a later arrival. They have two areas within the hotel that serve food. When I called to find out the differences in food the service desk did not know. With this we started down at the lounge on the main floor only to sit there for 15 minutes before a waitress came over. Please keep in mind that only 1 other table had people at it. With this type of service we finished our drinks then went to the upstairs main restaurant. When we asked to put out names in the receptionist said they were full for the night and are not taking any more people. (About 2/3 of the area was open - but reservations were coming in later). She was very short with us and didn't offer us any option. We found out from a waitress that you can eat in the lounge or at the bar of the restaurant which we immediately said would be fine. By this time I really wanted to talk with a manager. We were receiving many mixed messages and didn't feel that hardly any of the staff in the hotel knew what they were supposed to do or what customer service was. The manager came and talked with us and said he did have a table open by the window. He said the reservation wasn't until later. We took that table and were done well before the table was needed. Without going any further into detail, you can tell that this hotel even though the aesthetics of this hotel were amazing, the customer service needs an overhaul both on knowledge and on attitude. We will definitely stay at another DoubleTree hotel in our upcoming travels and baseball tournaments however we will not be back at this hotel. The manager did provide some compensation for all the issues we had but all in all they need to really work on training their employees to ensure that this hotel measures up to it's cost and it's name.
When you book a room here make sure it's in writing on your confirmation email. Also call to co...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.