DoubleTree by Hilton Lansing

Our first visit to the DoubleTree Lansing began with problems and left us frustrated. Alana and Danielle, the two managers, took our concerns seriously, listened, and worked hard to make our stay safe, comfortable, and enjoyable after that. Their professionalism and care completely changed the experience. What started badly ended up being a great stay, and we're grateful for everything they did. They're a real credit to this hotel and the DoubleTree brand.

The location suited our trip, but the service was awful. The room's heat didn't work properly, so I had to call maintenance every day of our stay. Staff also went into the room without permission, despite the do not disturb sign and a prior arrangement. When I raised the unprofessional behavior, nobody apologized. That's not the level of customer service I expect from Hilton or any reputable company.

The front desk employee was outstanding and tried to help by bringing us different pillows, which I appreciate. The hotel itself is older, and the pillows we got were stale smelling, like my grandpa, who's been dead for 40 years. Come on, HILTON. You might not be able to do anything about the skeletons, but you can put some effort into the amenities. We try to stay at HILTON properties when we travel, but the last two have both been duds.

UPDATE: I sent the postage and the jacket arrived in the mail, so this place has made good on the issue and deserves a better review. My stay itself was nice, but I left a suit jacket and quarterzip hanging up. I called the hotel seven times that week and each time they said they couldn't find them, despite having the room number, jacket details, name on the room, and stay dates. One call ended after I waited on hold for 32 minutes while the desk attendant said they were checking with housekeeping again. The service after the stay was horrible.