Problems Abound!
We've stayed here often and gotten to know many of the staff who are very friendly. Adrian, Zack, Marilyn, among others always go out of their way to make us feel welcome. So, we hate to write a disparaging review, but we feel we need to do so as a public service. Overall, this DoubleTree has been a disappointment. We are Hilton Honors Diamond Members who've stayed at Hilton properties worldwide. We have had occasion to stay at this DoubleTree often in the last couple of years (because it's close to ongoing seminars we conduct and adjacent to a Whole Foods). Unfortunately, the quality of our stays seem to be getting worse each time. Here is a sort of montage of the types of problems we regularly encounter: On our most recent stay, when we checked in, after seeing obvious dirt on every exposed surface in the room, we got a bottle of spray cleanser and a roll of paper towels and cleaned it ourselves. What we picked up was black! On more than one occasion our room had an unpleasant odor and we had to switch rooms. This property is in serious need of repair and refurbishing. Last time we stayed here, the handle of the shower came off in my hand. On a recent stay we asked for extra pillows and the maid brought us used ones! The bed and pillows are very uncomfortable. We always look forward to Hilton beds but the beds at this Doubletree are rock hard and low to the dusty carpets. One never hears a vacuum being used. On our most recent stay it was difficult to get anyone to clean our room. When we finally were able to speak to a housekeeper, late afternoon (after trying to get our room cleaned all morning) we were told she had to clean all the Hilton Honor Diamond member's rooms first. Huh? We happen to be Diamond members as well. There seems to be only one maid for an entire floor. No wonder the vacuum is seldom heard! For two nights running a "security alarm," went off in the middle of the night." We were told by the front desk: "Yeah, it went off last night and last week. We're trying to get that fixed!" The problem for us is that there are not many options in Memphis for decent hotels. We typically like to stay at Hilton properties but we are going to try the Hyatt next time. The other Hilton nearby has an impressive lobby, but the rooms are small and oppressive. What this Doubletree needs is: better leadership from the top down. Additional cleaning crew who are trained to be more thorough and conscientious. Vacuum cleaners with hepa filters. A complete refurbishing and managerial recommitment to a higher standard.