We recently stayed at the DoubleTree hotel and, as loyal guests, were disappointed with how part of our stay was handled.
We originally booked 7 nights and later added 1 extra night at the beginning. The rooms were exactly the same, with the 7-night stay supposed to have a better view. When we arrived, the gentleman who handled our check-in was professional and reassuring. He also explained that, in the system, our two bookings were considered different room types but that the hotel would try to make the transition as smooth as possible.
We completely understood that the better-view room wasn’t available at the start, and that was totally acceptable to us. We even handed our keys back at 9:00 am when we went out for breakfast, specifically so we wouldn’t delay housekeeping or their work.
What wasn’t okay was being required to fully check out, put our luggage in storage, and then check back in later instead of the hotel helping with the transition. We didn’t receive the new room until 4 pm, so we waited in the lobby for hours. The receptionist around 1–3 pm was quite rude, although the lady on duty after 4 pm was kind and professional.
We’ve stayed at DoubleTree many times and usually enjoy our experiences. This time just wasn’t at the level we expect from a 4-star hotel.