2/10 Terrible
Leslie R.
24 April 2024
Liked: Location
Disliked: Check-in, communication, listing accuracy
Terrible customer service
Hello. There was a problem with the hotel. I informed them my granddaughter and her husband would be checking in after 11PM. Mr. Davis at the Hilton Doubletree assured me that would not be an issue and thanked me for letting him know. He failed to inform me about an audit or that the guests should arrive prior to 3:00AM. This was prepaid. It is a hotel. They should have been able to check in at any time. I tried to check them in online about 11:30PM Saturday but was in an area with no internet connection.
My granddaughter and her husband's wedding was from 4-9PM Saturday with an after ceremony celebration. They drove 45 minutes, arriving at the hotel at 3:10AM. The front desk associate told them he had started his audit at 3:00AM and it was too late for them to check in. He had already marked the reservation as a no show. They then asked about the Sunday night reservation and were informed the entire reservation was canceled. They left and called to speak to a supervisor; the supervisor told them "It's too bad - it's your fault for not getting here on time." .
They had to drive all the way back to her mother-in-law's house and stay the night there; they live in Kansas and drove down for their wedding in Cleburne, TX. This is totally unacceptable. I was in contact with the front desk several times to ensure everything would go smoothly.
Leslie R.
Stayed 2 nights in Apr 2024
