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Business Profile

Hotels

DoubleTree by Hilton

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/22/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On January 19th we checked into Doubletree located in *********, **. Upon arrival I was charged $411.36. During the duration of our stay we had made several complaints to the front desk. Our room temp was ***** degrees and was not adjustable on our end, we were told to open a window, our room did not have a window to open. They sent maintaince to our room, who opened up a balcony door, which exposed our privacy and our children to falling. We had to keep the door closed since the balcony doors open to the inside of the hotel, this completely vacated our privacy. The tv would not turn on, again they sent maintaince to our room, the man was able to get the tv to turn on and then we had no volume, no one ever came back to rectify the situation. After several complaints the assistant manager offered us points for a ***********. I declined her points as I would like our money back. We checked out early due to not being able to breathe in our room and the safety of our children and privacy. We are requesting a full refund please.

  • Initial Complaint

    Date:04/24/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 4/7 I called Priceline as I was looking into booking a hotel for my July 1st wedding. At the time of calling, I had not booked yet. When speaking with the agent, I asked them several times to confirm that by booking that day, I wouldn't need to pay for the hotel until I got to the hotel on June 30th and she confirmed several times that was the case. Because of this information, I proceeded with booking the hotel with her. Within 24 hours, DoubleTree had attempted to take money out of my account several times (the most was 3 times in 1 day). I spoke to Priceline and they were going to pull the call and I never heard back from them until I called back and was told I needed to work with the hotel. In that time, I spoke with ******** at the hotel who was going to reach out to their accounting team and see what was going on. I've been trying to reach ******** for 2 weeks now and still really have no updates. I keep getting promised a call back and no one calls me back. I tried asking for a manager with DoubleTree and have left a voicemail 3 times in the past 2 weeks and have not been called back. Today, I reached out to DoubleTree and spoke with ********. She was looking into the issue when the call was disconnected. I've tried calling 2 times since then and no one picks up. I'm overall frustrated because I need this room for my wedding and want what was promised, to not have to pay until I get there and I feel like no one is willing to help me. The only thing I get is being told that it's someone else's problem and a lie of being told they will follow up with me. What I'd like to happen is to get what was promised, for DoubleTree to stop attempting to take money from my account and pay when I get to the hotel on June 30th. If DoubleTree sees fit to also apply a credit to my balance for all the trouble, I would be accepting of this as well. I also included a screenshot of one of the times money was attempted to be taken from my account.

DoubleTree by Hilton is NOT a BBB Accredited Business.

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