We originally booked a room with two queen beds to accommodate two adults and two children.
Upon arrival, we were informed that this room type was no longer available and were instead moved to a room (1430) with one king-size bed and a sofa bed. While we understood the change in availability, we were assured at the time by Joshua at reception that we would receive a discount due to the downgrade in room configuration, that the sofa bed would be prepared, and that a rollaway bed would be sent to the room.
Minutes after settling into our room, another family knocked on our door twice, believing it was their assigned room, as they had been given the same room number (they showed us the key jacket). This was extremely unsettling and created confusion and discomfort for our family, especially with children present.
Housekeeping never came to the room to make the sofa bed or deliver the rollaway bed, and my husband took it upon himself to go down to reception a couple of hours after check-in to request for the extra bed and for the sofa bed to be made. We tried calling but no one picked up the phone.
Housekeeping showed up with sheets and a pillow and my husband was left to make the bed himself for our children. The extra bed never arrived.
Upon reviewing our charges after leaving the hotel, we were very surprised and disappointed to see that on top of not receiving a discount, we were actually charged extra for hotel parking even though we did not use it. My husband had parked his car himself and paid for parking directly at the parking lot.
The bathroom was also a disappointment. Although we were provided with two bath towels (for four people) , one of them had one large and several small holes—so large that it was essentially unusable. It was frustrating and surprising to see such a damaged towel offered to guests (see attached pictures).
We value the Hilton brand and chose DoubleTree expecting a smooth and family friendly experience. Unfortunately, this stay fell short of those expectations and was more reminiscent of an episode of Faulty Towers.
