Doubletree by Hilton Hotel Montgomery Downtown

I've stayed here often in the past, but it has changed a lot over the last 10 years. It was a terrible, overpriced stay. The staff had to escort us upstairs because the key cards didn't work, but when I tried to order room service, I was told to come down and look at the menu. The remote didn't work either, so I was stuck watching a documentary about Lizzo. The room was dusty enough to make me sneeze throughout the stay. There were pubic hairs on the toilet, a filthy shower, and grimy white mirror lights. At night the hotel was so loud I couldn't sleep, and the lobby smelled like pot. My kitchen light was out, so I couldn't see to make coffee, and then the coffee maker failed too. The fridge wouldn't keep drinks cold, and the drawers kept sliding open. One bruised my shin, and I couldn't get them shut.

The food at the bar and restaurant was a letdown too, with small portions for high prices. Front desk staff were okay, but they didn't solve the bigger problems, and I won't return. My room was noisy and dirty. There was hair all over the shower, and the sink area smelled like vomit. On the third day, I asked for housekeeping, but a Do Not Disturb sign I hadn't put up appeared on my door. It felt like a way to skip cleaning and blame me. The room was meant to include a refrigerator, but it didn't; I had to argue at the front desk to get one. They also did nothing meaningful for my Diamond status, with no upgrade or better room. The place felt trashy and poorly run.

After check-in, the stay went downhill despite the warm welcome cookie. The key system was down, so whenever I left the room, a staff member had to escort me back and open the door. Parking was gated, but while we were unloading and checking in, people were asking for money inside the lot. I usually stay at Hilton and get bottled water and a gift with my status; here they said they weren't sure when they'd have bottled water. When I first flushed, the toilet tank overflowed. That was disgusting, though the staff fixed it quickly and the service was excellent in that moment. There were a lot of hiccups overall.

Elton made us feel looked after from the second we walked in. He was so sweet and welcoming, and his energy and customer service were top tier. The hotel has a real gem in Elton!