DoubleTree by Hilton Somerset Hotel & Conf Ctr

I emailed John Schumann, the Operations Director, later on Friday to report that there was no hot water anywhere in the facility. He apologized and said our stay wouldn’t be charged. He also still hasn’t responded to my repeated emails or voicemail, and the charge is still on my credit card two weeks later. That’s extraordinarily unprofessional and poor customer service. We arrived Friday afternoon and found no hot water after checking in. The front desk said repairs were underway and it would be back shortly, but there still wasn’t any when we checked out Saturday morning.

We were welcomed by attentive staff, and the open, spacious lobby and location near our destination worked well. The room was spacious and functional, but musty and showing its age. It was fine for what we needed, though the hotel could use some updates. I understand it’s a college town where visitors may not treat rooms kindly, but even small improvements could help. We thought breakfast was included, but it cost $16 per person. For us, it was serviceable, neither bad nor great.

I strongly do not recommend this place. A large amount of cash was stolen from my coat after someone entered my room, and I felt violated and unsafe. That was a serious security failure. When I contacted the general manager to ask about reviewing the security cameras, he never called back. No follow-up or concern at all. The bathroom was clogged and clearly not maintained properly, too. Between the theft, the lack of security, and management ignoring me, this was unacceptable.

I stayed twice for work assignments in the area, most recently October 4-8, 2025. The staff were super nice. At check-in, Jesus from housekeeping kindly returned my luggage cart to the lobby. The front desk team were sweet and gracious, and let me use the microwave in the lobby since my fifth-floor room didn’t have one. There were lots of places to eat right by the lobby, and I enjoyed taking pictures of the fountain on the grounds. The cookies were great, too.