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at the DoubleTree by Hilton at the Entrance to Universal Orlando
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IGNORING CUSTOMER ISSUES
Jul 15th, 2019
Avoid this hotel and the Hilton brand. During my stay (15 June – 18 June) the door to the room was left open by housekeeping, so anyone could walk in. Has not happened to me in 20 years of travel, but OK, always first time for everything in life. Hotel management was apologetic, investigated, left apology note in the room, complimented the parking, provided free drinks at the bar. Seems like adequate response to otherwise unpleasant situation. Upon return home I discovered the complimented parking was still charged to the credit card. OK, not the best service, but again, happens. Wrote to Hilton guest relations on 23rd of June, who forwarded the issue to the hotel with promise I will be contacted to sort this out. 1 week nothing. Wrote again to Hilton guest relations, again apologetic response, that hotel management has to contact me and my issue with the credit card charge again forwarded to hotel management. After 3 weeks, NOTHING. This hotels management is a JOKE. Be aware if you encounter any issues, any charges on your credit card, they will IGNORE you with hopes you will forget and let it go. AVOID. As this is standard of a HILTON hotel, will do my best to avoid other Hiltons in my future travels. TRIPADVISOR.COM USER
Avoid... there must be better hotels in Orlando
Jul 15th, 2019
My wife, two kids and I went on holiday to Orlando and have just returned a few days ago. This was meant to be the holiday of a lifetime for us but there were a number of issues which dampened our spirits; particularly with the DoubleTree by Hilton. 1. Do your research before you go. Unless you are asking hotel staff about any facilities within a 100m radius of the hotel, they are clueless. Apparently there is a shuttle bus which runs to Disney from the hotel. We found this out from the staff at Disney Transportation Center; not from the Hilton staff. How did they not know this??!! 2. Don’t expect too much from housekeeping. We resorted to emptying our own bins and disposing of it ourselves as they constantly missed doing this even though it was clear they had cleaned the room. They also failed to replenished basic things like coffee and plastic cups when used. Did mention this countless times to reception staff but made no difference at all. 3. Uninterested staff. As far as I was led to believe, America prides itself in customer service but that is not the impression they got from the Hilton staff. When asking for some basic advice on travelling to particular tourist spots in Orlando such as International Drive, Seaworld etc. the only answer we ever got was “I don’t know, can you not just take a cab?”. We have been on other holidays abroad in the past and I have never experienced such an unhelpful response. Needless to say, if I ever did visit America again (unlikely... thanks Hilton!) I definitely wouldn’t be staying at a Hilton hotel. TRIPADVISOR.COM USER
Very unpleasant surprise for a luxury hotel chain!
Jul 15th, 2019
Hello, I recently stayed at the Doubletree Hilton in Orlando (Universal Studios). I have always trusted your hotel chain because it is a symbol of quality both in the services and the customers admitted to your establishments. This impression was completely transformed during my last visit. I was on vacation with my wife and when I checked in on the Friday, I quickly realized that the weekend would be hell! There was in the hotel an incredible number of bikers who attended some conference until Monday! You can imagine my wife’s face when she came face to face with a biker who had a 12-inch knife on his belt! You can imagine the discomfort when being stared at walking in and out of the hotel. You can imagine the fear when arriving at night, we found ourselves in a face to face between bikers rival clans! In short, we tried to avoid your establishment as much as possible when we paid for 3 nights! We did not feel safe because no one was watching, and it felt like a second-class motel! I would never have thought of finding myself in a situation like this with such dissatisfaction coming from a chain of hotels that I have always trusted. Therefore, if you plan to stay in this hotel and knowing that they allow such events to take place under their roof; i suggest you verify prior to booking! I keep with a very bitter taste of my experience! It's really a shame! TRIPADVISOR.COM USER
facility loaded with quality. Large and modern several restaurants and facilities on site. rooms spacious.
Jul 12th, 2019
facility loaded with quality. Large and modern several restaurants and facilities on site. rooms spacious. great breakfast buffet. parking fee mandatory if driving. friendly staff. great for diamond members TRIPADVISOR.COM USER
Bad management on arrival
Jul 9th, 2019
Could not believe the way we were treated on arrival to this hotel after months of asking for a free cancellation through Booking.com and hotel . Phoned hotel many times and booking.com maybe 50 times to confirm booking . When we arrived after 2 days of travelling to be told the days were wrong on there system so give my room away and told me there was nothing they could do!!! lady manger came out And told us they were fully booked and they had refunded us the day before 😱.after we had repeatedly asked for a refund.so wife 3 kids crying in reception manger just walked away and said nothing can be done for u . So after 1 hour on phone to Booking.com again I put her on to girl on reception she took phone to the manger again came back out and said we can give u a room I said you’s left me standing here 1 hour now your not fully booked🤔she said wee r like an airport wer never fully booked I couldn’t believe my ears so give me few cookies for the kids . I also had 40 messages from Booking.com confirming booking and was told if I had any problems on arrival to ask for Bryan As he would sort it out so asked for him they said he’s off and can’t be contacted . So all in all got a room was nice hotel very nice staff except girl manger who needs to work on her managing skills 😡 TRIPADVISOR.COM USER