Horrible customer service
I have stayed at this particular DoubleTree numerous times. I have never once had an issue as far as the room’s cleanliness, but the customer service has only at best, been mediocre. I work in the hospitality industry so I know what is to be expected. My recent stay at the DoubleTree was the worst one yet. I stayed June 23, 2012 for one night. When calling the hotels direct number, it connects you automatically to Central Reservations. My reservation was originally booked for June 24 for one night. The person I spoke to told me that they would change the reservation to the correct date, and that it was all set at the same rate I originally booked. When arriving at the hotel the young lady said that there was no reservation, and that they were “sold out”, but would check to see if they had any being held, or had any cancellations. They happened to have a room, but would not honor my rate, because they “have to explain to the general manager about every dollar, and if he honored my rate he would be fired for it.” (a direct quote from the manager on duty[Habid?]) This is not true in any case. You don’t run any successful business without having satisfied customers. We accepted the room anyway since we had already driven for two hours (even though it was over $100.00 more then what I was originally booked at) Later that night, we went to the front desk to ask for extra pillows and blankets. The front office clerk (Lee, I believe?) told us we were not staying in that room and that we could not get any extra blankets or pillows, even though we pointed out our last name and room number on the screen to him. We then proceeded to our room, as he watched us go to the elevator (Still not sure why he was so rude and unaccommodating, but it wasn’t worth the fight so we went to bed) I have probably stayed at this hotel 7-10 times, but after this last stay I will not be returning. My suggestion for being in this industry at an award winning hotel: stick to the “customer is always right” rule of thumb, be more accommodating, and just one last quick tip, putting a smile on your face never hurt anyone.