Let me begin by stating that I am a Hilton Honors member. I stayed here with a group of friends the weekend of Feb 15-17 to attend a function. 2 weeks before our scheduled arrival, I received an email asking me if I wanted to upgrade to a jr suite for $5 less than the rate I was paying or a patio room for $5 more than what I was paying. I promptly replied within a 2hour time frame that yes I wanted a patio room. I received an email confirming my request as well as my request for 2 extra towels and 2 extra pillows. When I made the initial reservation I also requested a fridge. A few days before our arrival, I called the hotel to confirm my reservation for the patio rooms and I was told that they were all taken and none were available. WHY DO YOU SEND ME AN EMAIL OFFERING ME SOMETHING THAT YOU KNOW YOU DON'T HAVE? I checked in and went up to our rooms on the 5th floor. Getting off the elevator I saw huge bags of trash, piles of dirty laundry and room service trays left in the hallway at 4:00 in the afternoon.The smell, I thought I walked onto the Carnival ship Triumph that was stranded in the Gulf of Mexico for five days. I walked past the piles of trash and dirty laundry to get to my room. I found a small room, the closet the size of a Ritz cracker box, no extra towels pillows or fridge either. Good thing I cancelled the fresh fruit plate cheese plate and plate of chocolate covered strawberries because I would not have had a place to keep them chilled. THANK YOU SO MUCH FOR THE FRIDGE I REQUESTED AND NEVER RECEIVED! I called the front desk again requesting extra towels pillows and the fridge. The front desk person told me they were running out of fridges but the extra towels and pillows would be delivered shortly. Never saw any of those items the entire weekend. The only convenient place to charge cellphones, iPods iPads etc was in the bathroom and everyone knows that electronics and water do not mix well. There was no Internet anywhere in the hotel. That evening when I went to bed and tried to go to sleep, I could hear someone snoring from what sounded like the hallway. The walls are paper thin and between the snoring and the doors slamming, I got very little sleep that night. Saturday morning housekeeping knocks on the door and just walks in. I said one moment please as I was in the bathroom but no she just walked right in. I went downstairs to grab some breakfast which was good by the way. Then I went back to the room to take a nap as I did not get much sleep the night before. I passed the housekeeping cart who was at the room next to mine and said "excuse me may I have two extra towels please I did not get them yesterday. This woman flew out of the room, checked to make sure that I only took two towels and looked at me like I stealing them! Went to my room and had trouble with my key. It took me about 20 swipes to get the door open. The housekeeper in the room next to me had no problem being the towel Nazi but when it came to helping me get in my room do you think she would come out and help me or at least call the front desk? Yes I guess I must have been been delusional from lack of sleep to think somebody at that hotel would actually do their job.
Saturday night brought a whole new nightmare experience. A member of our group lost her drivers license and cash. Some incredibly honest person turned everything in to the front desk. Thank you so much honest person! During our search I went to the front desk and explained the situation and asked the front desk clerk if there was anything turned in for this person. The front desk clerk would not give us any information at first. The front desk clerk would not give us any information. I gave him her name and pleaded with him to just tell us if something was there for her. After quite the go around he finally told us that there was something there for her. What a relief! I did not expect him to give the items to me me as he did not know me and I told him that. I just wanted to know if there were items there for her so we did not have to look any further. We texted our friend and told her that her items were at the desk and this is the point where everything gets really bad. I will not mention the desk clerks name because he has my info as well as my friends and I do not want to live in fear of retaliation over this incident.
My friend went down to the front desk. She gave the desk clerk her name, address and zip code that was on her drivers license. I do not know what exactly transpired at the desk, but our friend came back up to the room in tears and that the desk clerk gave her a really hard time of things and she stated that " he would not stop fondling her money".at one point she requested the police be called at which time the desk clerk finally gave her her license and money. Our friend was so upset and traumatized by the treatment and actions of this desk clerk, she called her husband to come and pick her up. She left the hotel at 4:00 in the morning. In hindsight she should have had one of us go down to the desk with her. But did the desk clerk really have to upset her to the point where she is crying and leaving the hotel at 4 in the morning? This whole situation could have been handled so much better than what it was
Sunday morning I get a call at around 9:00am requesting my presence at the front desk in reference to the situation that happened earlier that morning. OK I will be down as soon as I get up. I did not get to bed until 5:00am because I was wound up and seven shades of angry over what happened earlier that morning. Two nights of not sleeping well and through in all the frustration over the whole weekend and you have the mix for an unhappy camper. I went down to the front desk with another friend for support in case things got ugly.i spoke with the asst manager , Matthew. We had a very cordial conversation about what happened early Sunday morning. Matthew had advised me that the desk clerk had been counseled over the situation and Matthew wanted to contact our friend and reach out to her and apologize for everything that happened Sunday morning. We told Matthew that we did not think it was a good idea at this time because she left in such a state that we had never seen her in before. Matthew then gave us the business card of his manager to give to our friend in the event she wanted to contact them.
The only two positive things I have to say about this hotel is JONATHAN our porter upon arrival. You are truly one of the best assets this hotel has and I hope your boss gives you the praise for excellent customer service that you deserve. You went absolutely out of your way for us every single instance we had contact with you. MATTHEW THANK YOU FOR REACHING OUT TO US! Your quiet and compassionate demeanor was just what we needed. Our friend has not had any contact with us since she left that morning but we hope our friendship can be salvaged.
Would I stay here again. Absolutely not. I thought about this . I thought about giving this hotel the opportunity to show me good customer service. The room type with the items I requested in it. But I don't want to take another chance that this would wind up being just another nightmare on Atrium Drive this was my other friends first trip away from the hubby and the kids since her children were born. Her oldest is five. I feel bad for her that she had an incredibly awful experience too.
- Official Description (provided by the hotel):
- Situated on 16 sprawling acres, our beautifully renovated hotel offers all the amenities you'd expect from a sophisticated urban hotel - plus indoor and outdoor pools, basketball and tennis courts and more. ... more less
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- Also Known As:
- Doubletree Somerset Executive Meeting Hotel Somerset