Doubletree's slogan is "Where the little things mean everything." While their intent is surely to imply that their attention to detail offers a superior hotel experience, it should be noted that the converse is also true. When little things are overlooked over and over again, it adds up to a pretty annoying stay.
Start with arrival: 4 women on a trip carry a lot of luggage. We pulled up to the front so that we could unload our bags prior to parking the car. My friend went inside and took the elevator up to the lobby to request a bellhop. The person behind the desk pointed to a luggage cart and said "You can use this."
So, after tipping my friend $10 for loading the bags, we went to park the car. The facade of the hotel is on S. Front Street in Columbus. That is where you enter. On the same block, just down the street, is a parking garage, which one would assume is where guests at the Doubletree would park. Being the only parking garage anywhere near the hotel, we parked. When we entered the elevator and saw no indication of buttons leading to a hotel lobby, we figured out we were at the wrong place. We headed down to street level and walked up the block to the hotel entrance. Doubletree's defense, the parking garage had no signage indicating that it was Doubletree parking. In our defense, it had no signage indicating that it wasn't. We later find out the the ACTUAL Doubletree parking is in fact around the corner from the entrance, not just down the street from the entrance. Here is where a sign at the main entrance stating "DOUBLETREE PARKING AROUND THE CORNER" would have been most helpful.
Upon check in we neither asked for, nor received the signature chocolate chip cookie that Doubletree hangs its hat on. Our room was a decent suite, with the bedding being the most stand-out feature of the room. The outlets were poorly accessible, with an outlet in the lamp base nearly shorting out my phone. There were ample towels and the room appeared clean, if not a bit dated.
The next morning we pulled out of the (wrong) parking garage and were asked for our parking voucher from the hotel. What parking voucher? Exactly. I imagine our chocolate chip cookies were somewhere wrapped in the parking voucher. We paid the full price and decided to deal with the parking issue upon our return, as we had an appointment to get to.
Upon return to the hotel, we went to the front desk to rectify the parking snafu. The woman explained that we should have asked for the voucher when we checked in. We explained that they should have presented the voucher to us (along with the cookies) when we checked in. Sensing a stalemate, the clerk waived the parking fee for the prior night and presented us with the necessary parking vouchers for the following day.
But what about the cookies? As we wrapped up the parking predicament, a cookie sounded like a delicious idea. Lamenting diplomatically that we had "missed out" on the cookies the night before, would the clerk mind providing some now. Oh if only she could. We're out of cookies, she said with a shrug. See, here is where a little thing like "...but I'll be sure to send some up to your room as soon as we get more!" would mean everything. No. We're out of cookies. When we expressed disbelief that a hotel chain that features said cookie prominently on it's literature, in its ads, and on its website would be unable to provide the lure, the clerk shrugged again and said "People kill for those cookies." I'm not sure if that was meant to be an explanation as to why there were no cookies, or a hint as to how we could procure some for ourselves. At any rate, no cookie.
The next morning at checkout, the lobby was a buzz of hysteria. Apparently, there had been a rash of break-ins in the (right) Doubletree parking lot. Windshields smashed, property stolen, glass everywhere. The clerk (same one from the previous night, clearly on a 48 hour shift) seemed dejected, but not defeated. She remained calm, cool, and polite, even as we four parking perpetrators approached her station to check out. Her only concern was whether we too had been broken into. We hadn't. She heaved a sigh of relief, checked us out, and handed over 4 chocolate chip cookies. Still warm.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.