Doubletree by Hilton Pittsburgh — Green Tree

Every staff member smiled and spoke to us, and our room was immaculate and extremely comfortable. The property was super clean without smelling of chemicals. The front desk agent, MARINA, gave exceptional customer service. She remembered my name and called me Mr. The hot tub was the one letdown because it wasn't hot. Marina tried to reach maintenance, but they weren't available. We had an amazing stay and found it an exceptional value. We'd live here if we could!

The rooms are a bit dated, and the front desk service needs work. Staff didn't make eye contact or explain how to get to our room. We got lost among several elevators and connecting floors before finally figuring it out. When we went back to suggest they give guests directions, they said it was our problem because we'd asked for an extra room key, then walked away. They didn't want to accept any responsibility. Others in our group had similar experiences, along with running toilets, broken deadbolts, heating and cooling problems, and poor customer service.

It’s close to the city, and the hotel has lots of room and plenty of parking. The rooms were clean, and there’s a pool and jacuzzi. A laundry room would’ve been nice, but it was still a very nice stay.

We expected a lot from a large Hilton property that looked high quality, but our night there was one of the worst we’ve had at a hotel. We were only passing through and needed somewhere to sleep before continuing our trip. From about 9:00 PM until 2:30 AM, people ran and shouted in the halls. They knocked aggressively and chaotically on the wrong doors several times, including ours. We called the front desk more than once for help, but the night staff ignored us and offered no immediate solution. With that level of noise, it felt more like a public park than a hotel. It seemed to be a group of young people partying in several rooms, and I’m sure other guests were complaining too. It went on for hours, which is completely unacceptable somewhere people come to rest. The service during the day was excellent. The night staff, though, left us frustrated and very disappointed.