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This was my first stay at DoubleTree by Hilton, and unfortunately, it will probably also be my last.
As a globally recognised hotel brand, my expectations were naturally higher, especially for a prime hotel, but the overall experience was disappointing from start to finish.
Before check-in, I emailed the hotel using the contact email provided in the official Hilton correspondence to request an early check-in. However, I received no reply for almost a week. During check-in, I highlighted this issue to the staff, and she acknowledged that “no one might be attending to the email,” which was quite concerning for a hotel of this standard.
Another disappointing detail was that I was not offered the signature welcome cookie that other guests were receiving. While this may seem minor, it contributed to the inconsistent guest experience.
The hotel amenities and facilities also felt very outdated and poorly maintained. There were no proper amenities provided in the room, and maintenance appeared lacking throughout the property. For example, the bag hook in the male restroom on Level 1 was damaged and had clearly not been replaced for some time.
What disappointed me most, however, was the attitude and attentiveness of the staff. Many seemed more interested in chatting among themselves than attending to guests. During breakfast, staff members were busy having conversations while I had to approach them myself just to ask where I could sit. At the lobby restaurant/bar area, service was also extremely slow — even when food was ready, staff prioritised keying receipts instead of serving waiting customers promptly.
The final straw came during checkout. I had left my luggage with the hotel and returned to collect it. One staff member made eye contact with me when I asked for assistance, but instead of helping, he walked back to his seat. I eventually had to walk directly to him and ask again for my luggage to be brought out, only for him to pass the task to a female colleague beside him. It was honestly one of the poorest service experiences I have encountered at a Hilton property.
Overall, the service standards, responsiveness, and maintenance fell far below expectations for a hotel under the Hilton brand.
