DoubleTree by Hilton Hotel Austin Northwest Arboretum

The cold room made the night uncomfortable. I was told I couldn't turn on the heater, and there weren't any extra blankets. My allergies also got much worse. The vents, especially in the restroom, looked like they hadn't been cleaned in a long time. At breakfast the next morning, I asked for hotter coffee and was told it was never hot, people complain about it often, and nothing could be done. Not what you want first thing in the morning. Check-in had already felt awkward. I arrived with my suitcase in sweats, and the staff member was warm to the person ahead of me but seemed disappointed when she saw me, then became very short. She explained breakfast to that guest, but not to me. I only got told where my room was after she asked for my card and diamond member points. I ended up wandering the second-floor hallway among the rooms because I hadn't been told where breakfast was. I usually love DoubleTree hotels for the warm cookies and comfortable rooms, so I really wanted to enjoy this one-night stay. This Austin location fell short. I hope they address these things, because it has potential and just needs attention.

I travel often and stay at Hilton Hotels regularly. Last week at the Hilton Austin NW, Celia handled a couple of snags with real professionalism. A colleague had booked the wrong date for me, and she smoothly moved my reservation. Then I had some trouble with the parking app, and she stepped in to make it easier. What could have been frustrating turned into a good example of customer service. Thanks, Celia!

The staff were nice and agreed that the digital keys are an issue, to the point that Honors members shouldn't count on them. The property itself clearly needs an update. The rooms feel dated, the shower curtain is torn around the rod, and the bathroom lights are so dim it feels like showering by candlelight. The towel bars are coming off the wall too.

I was asleep in bed when the cleaner came into my room and started cleaning with me still there. I asked her several times to leave, but she didn't understand me, and I spent almost 10 minutes trying to get her out while half-asleep and very uncomfortable. She didn't speak any English, so basic communication was impossible. That left me feeling stressed and disrespected and completely ruined the stay. Coming into an occupied room and not leaving when a guest asks is unacceptable. The staff clearly need proper training and basic communication standards. One of the worst hotel experiences I've had. Very disappointing.