DoubleTree by Hilton Holland

We stayed six days, and the room was never properly cleaned. Housekeeping changed the towels and straightened the blankets, but we had to clear hair from the shower drain and wipe the toilet seat ourselves. One of our towels disappeared on the first day and another the next. We told reception, but they never followed up, and staff ignored us in the mornings. We had to keep asking about it. After my daughter got a nosebleed, we came back the next day to find the blood still on the sheet and the bed unmade. When we complained, staff wiped the stain instead of changing the sheets. They didn’t apologize, just handed us a business card and suggested calling if we had more complaints. After a grueling 20-hour journey, we checked in late to a front desk employee who seemed completely uninterested. I’ve stayed in hotels in many countries and rarely leave negative reviews, but this was the worst hospitality facility I’ve encountered. It’s disheartening that this was our first hotel on our first visit to the U.S. I expected much more from Hilton, and this experience reflects poorly on the brand.

The omelettes were great, our lounge meals were very good, and room service got the room sorted quickly after we asked. But when my sister called the hotel directly to book, she was told we’d be within walking distance, which wasn’t true. She also couldn’t get Hilton points. We were told she’d contacted a third party, not the hotel. This is the second time it’s happened, the other was at a Lexington Hilton with another sister. We talked about boycotting Doubletree Hiltons in the future.

The room was clean, modern, recently renovated, and a great deal at $77. Staff were accommodating, and I didn’t run into the horror stories other reviewers described. I booked through priceline and started second-guessing it after reading the reviews, but the woman at the desk was very nice. I’d read that rooms next to the pool can be humid and moldy, so I asked for a room in the other building. It smelled clean and didn’t have that damp feeling. The A/C worked well, a window opened, and there were USB and USB-C ports around the room. The bathroom was the problem: the barn-style door left a big gap and kept coming off its track, so there was no real privacy. The toilet seemed close to overflowing whenever flushed, though the shower was fine and soap, shampoo, and conditioner were provided. I wish I’d checked out the pool, it looked interesting in the photos. I look forward to staying again.

The customer service has been good so far. We were surprised there wasn’t a smart TV, and the pool-room windows are covered in plastic, so there’s no view. But the rooms are nice, and the pool and hot tub are awesome!