DoubleTree by Hilton Pittsburgh Airport

Our car was buried behind a pile of plowed snow when we got back, and we had to wait an extra day before we could get it out. They didn’t charge us for that day, though I suspect they couldn’t find our car details after it was snowed in. We’d hoped to build a good relationship here since we travel often, but I still don’t understand how they expected guests to reach the airport. We chose this parking service in January because it included an airport shuttle, and paid more than we would have at a cheaper lot. When we arrived, the shuttle was broken and they had no backup transportation. They offered to cover our Uber, but when we came back and asked to be reimbursed, they refused and sent us to their third-party provider. They hadn’t told that company they weren’t providing the promised shuttle. I waited a long time before writing this, hoping they’d make it right. If they do, I’ll gladly update my review.

The elevators were a whole problem. I spent 30-45 minutes waiting for one of the two to get guests up and down. My room’s heater didn’t work either, though after an awkward conversation with a receptionist, I was moved next door. I paid well over $300 for the stay from Feb 12-14, then got charged another $50 for smoking even though I don’t smoke. They claimed the room had been closed for several days and fans were brought in to clear an imaginary marijuana smell. All of that sounds like it cost more than $50, which feels shady. Stacey at reception was rude and sassy. When I asked for the GM, I was hung up on and told my partner could pay the fee. I’m confused that asking for a working heater in the room I paid for is being called a courtesy. Nobody gave me extra blankets, and one of the two elevators was out of order. I wonder what else Double Tree Pittsburgh international isn’t being upfront about. The GM can’t call back to address a customer’s concerns, but can write a review. Great business practices.

My son was coming home from college for the holidays, and I called to arrange a hotel shuttle pickup. He waited an hour and a half, but the bus never showed. When I called the desk to ask what was happening, the night shift manager was aggressive, cut me off, and refused to let me explain that he’d been waiting 90 minutes. She asked, “Do you want to cancel the reservation or not?” and called me “dude.” It’s appalling for a manager to threaten to cancel a reservation when a guest is asking about a missing shuttle. I’ve never seen this level of unprofessional behavior at an established hotel, and she clearly doesn’t have the temperament for management. A simple trip home became a stressful nightmare. I’m asking Hilton Corporate Guest Assistance to investigate who was on the night shift on 11/21/25 and contact me about how they plan to address this. contact@dgbeautysupply.com

We had a really nice room, but everything else was the worst hospitality experience I’ve had. We paid extra for the airport shuttle and were told it ran 24/7. The ride to the airport and the service then were great. Before our return, my mom called to say her flight would be delayed until after midnight, and the desk said that would be fine. When we landed, I called for pickup. Justin at the desk said the shuttle was on its way. It arrived and left before my mom reached baggage claim, which was okay because we’d been told the service was around the clock. I called again and asked for it to come back after its drop-off. Justin said it was the last trip of the night and he’d ask the driver to turn around. The driver came back, then verbally abused and insulted me, saying he “got off at midnight.” A young redheaded girl with glasses in the van also began explaining the policy. We’d paid extra beyond the room charge and had been told it was 24/7, but they complained about waiting three minutes, which I timed, for my mom to come through baggage claim. She had no bags to wait for. After dropping us off, I can only assume the young redhead worked at the Double Tree. She followed my mom and me as we walked to our car, taunting and threatening us that we needed to know the policy and were wrong. She kept at it until we got in the car. I called Justin to confirm the policy, and he said the van waits only five minutes. I understand that and was willing to wait for it to return. Only then did he say they were short on drivers and stopped shuttling after midnight. When I told him how disrespectfully we’d been treated, he dismissed me and said to call back during business hours to speak to a manager. The people speaking for the hotel’s “policy” showed no respect or interest in hearing the full story, and didn’t seem to understand their own operations. They degraded, taunted, and dismissed a paying customer. I wouldn’t want them representing my company. The shuttle reviews are awful, and it doesn’t look like the location holds drivers accountable. They just apologize online. The general manager’s response offered no compensation or anything of value for the poor experience. I’d never recommend this hotel or shuttle service to anyone.