DoubleTree by Hilton Carson

Christine at the front desk made us feel at home right away, and the rooms were clean and cozy despite the building being a bit older. We had a pleasant night here. It's easy to reach from the freeway, with lots of food and shopping at SouthBay Pavilion nearby. Parking is $20 a night, but very convenient.

The friendly front desk staff were a plus, and the room wasn't visibly dirty, but the hotel felt old, damp, and poorly maintained. The towels and bedding didn't seem unclean, yet everything felt a little moist and smelled musty, so the room never felt fresh or comfortable. There was also a strong body odor smell starting in the hallway by the elevators and continuing inside them. Walking through that area was unpleasant, and the hotel seemed poorly ventilated. I also don't understand the parking charge. I wouldn't stay here again.

We booked two rooms for Memorial Day weekend. It was extremely overpriced and nothing special, though we gave it the benefit of the doubt. After using the jacuzzi, I got chemical burns on both legs and my shirt was bleached. Another guest had the same problem. I told the clerk and emailed photos. They offered to reimburse my $26 shirt or give a 25% discount for one night. A shirt can be replaced, but the burns will last at least a couple of weeks. I expected more from a large corporate hotel.

During my four-night stay, housekeeping missed two days. No one cleaned the room or replaced the towels, and there was no explanation or compensation. That's well below what I expect from a Hilton-branded hotel. The more serious problem was the refund information I got after a severe snowstorm led the airline to officially advise us to end our trip a day early. Before checking out, I twice asked the front desk whether the final night would be refunded because of the weather. Both times they clearly said it would, explaining that since I'd booked through Expedia, Expedia had to process it because the hotel couldn't issue it directly. But when Expedia contacted the hotel repeatedly to request the refund, the hotel rejected it each time. The hotel refunded nothing, and Expedia partially refunded the night at its own expense. The front desk's promise wasn't honored, the hotel gave us and Expedia different information, and it shifted responsibility to Expedia. This is a matter of trust and accountability, not just service. I stay at Hilton properties often, but DoubleTree Carson fell far below Hilton standards for service and communication. I won't return or recommend it.