Very disappointed in our experience at the DoubleTree. We are Hilton Honors members and have stayed at numerous Hilton properties all over the world. Would never return to this establishment nor recommend it. Checked in after at about 5:45pm on New Year's eve for a quick one night stay after visiting Charleston but flying out of Charlotte. Stopped in the room to drop our bags and then left for NYE dinner at the Capital Grill. While eating, we received notice our flight to Chicago was cancelled for the second time. We were frantically trying to figure out how to get home the next day and found a flight leaving in 90 minutes that had seats available. We left our unfinished dinner and drinks, rushed back to the hotel on Lime scooters, ran and grabbed our bags, ran to the car, and drove the the airport. While my husband drove, I was on the phone with the airline trying to book our flights since it was too close to departure time to be done online. We arrived and were able to secure seats and make it through security with about 20 minutes to spare. At that point, I called the DoubleTree to see if there was anything they could do since we would not be staying there. I spoke with Dina at the front desk who seemed very empathetic to our situation and said how sorry she was for us, how frustrating that must be ”honey,” etc, etc. She said that sadly it was too late for her to do anything and that if we would have stopped at the desk, she could have done something. I explained again we literally had no time to do that, and she said I could call Hilton Honors and they would likely take care of it. So, that's what I did. Hilton Honors rep was great and said it was the hotel's decision, so they would call them for me and I should stay on the line. Immediately, I felt relief. The woman I had just spoken with was kind and understand and would help us; I knew it. Sadly, I was very wrong. Hilton Honors said the hotel was refusing to credit us. I was so confused-why would someone make it sound like she was understanding and kind when in fact that was not at all the case? That is so completely rude and disingenuous. I chatted with another DoubleTree person at 1am that morning when we landed, and she gave me the name of the managers to call on Monday. Today, I called and asked to speak with the manager. I was not allowed to until I explained the entire situation. Again, I was met with empathy and understanding from a different employee. She listened and apologized and said she would speak with the GM and call me back. I just heard back from her and again, they are refusing to give us any credit back. Not the way a business should run and not the way Hilton Honors members should be treated. You are much better off staying at one of the other Hilton properties in the area. In fact, the Embassy Suites in downtown Charlotte was great to us when we arrived on Christmas night and stayed open later at the bar for us.
Very Good
108 Reviews