I was scheduled for major surgery the next morning at the Mayo clinic and just wanted a good quiet meal. I heard that the restaurant located at the hotel, Pescara, was a good place to go for seafood even though they are a bit on the pricey side. It is my understanding that the restaurant leases the space from Doubletree and does not own the restaurant. My wife and I were served a hideous meal there on 10/15/2012. My review of Pescara is on Tripadvisor. We were told by the restaurant manager who was on duty that the entire meal would be comped. They never asked for my name, where I was staying, or provided a bill.
The morning that we were checking out under our room door was our itemized billing for staying at the Doubletree. To my surprise the hotel added $56.83 for Pescara.
That morning, before checking out around 9:30AM, I went to the front desk to inquire about the charge and asked the clerk to please call me in the room when she found out how and why the charge was there. I was not feeling well and did not need any type of conflict when checking out. Instead I received no call and was greeted by a "pit bull dog" at the front desk that very loudly refused to discuss the situation and threatened to call the police. This is the
way treat a customer that just spent six nights at the Doubletree and it visible that he was ill. All I wanted was an explanation as to why I charged $56.83 by Pescara, since I was told that the meal was going to be comped. Instead I was being yelled at by a bully desk clerk that refused to discuss the issue. I needed to take a tranquilizer to calm my nerves.
Upon returning home I called Hilton’s guest relations to file a formal complaint against the Doubletree and asked who was the general manager of the hotel. I call Michael Smith, the GM, numerous times and he did not have the courtesy to return my calls. I also called
a Scott Foster whom I was told owns Pescara and he also did return my call.
When I sent the details of my checking out experience to Hilton, I also sent a copy to Deb Knox, who has the time to reply to almost all of the postings on Tripadvisor. She also declined to reply.
The corporate office at Hilton was very understanding and reimbursed me the $56.83 charge from Pescara and also reimbursed me for one night’s stay and upgraded my Hilton Honors status to gold.
The Doubletree is a very busy hotel, the rooms are nothing special and the bathrooms are quite small with only a shower.
When I was in Rochester a couple of weeks ago I stayed at the newly refurbished Holiday Inn...a bigger room, better bed and best of all 40% less expensive. They have a very friendly and helpful staff.
The management of Doubletree attempts to project the image of how friendly their employees are, that is, until a problem arises and then the staff goes ballistic.
Save your money and stay at the HOLIDAY INN.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear ugaworldtraveler: I am going to decline to respond to this post. Yes, we are aware of your stay.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.