Doubletree by Hilton Heathrow Reviews 426

this is the worst I have ever been treated. I made my reservations online for the 20th through the 24th. I showed up on the 20th I checked in paid for my 4 nights, plus for parking. We go to walk around Nashville we come back my daughter goes to take a shower we realize the bathroom is filthy there's two bars of used soap in the shower no problem I got the Lysol and I started cleaning. The shower flooded the bathroom all of her belongings were soaked. A little sink in the bedroom also leaked and soaked the living room and our belongings in there. My husband went to the front desk to let them know about the leak and the dirty bathroom and air conditioning not working. Valerie, I don't remember her last name, she went above and beyond. she switched us rooms, gave us two nights of free parking + 10000 point. The next day we go down and speak with Beth girma again. She acts confused and shocked with an attitude like we are insulting her or it's our fault that the room leaked or that it was dirty. She told us that Valerie was not allowed to give us free parking, or 10,000 points. She said we were accommodated by just switching us rooms. We had noticed during this time that my husband's card was charged $90 + $50 for parking, two separate charges. We asked her why she said that it wasn't. so we pulled up our statements from the bank and showed her she then said she found it and would credit us back the money. She never refunded my husband instead she charged my card another $57 for parking. I told her what she done she said it's because we used to separate cards that I needed to pay for parking 57 was in fact giving us two nights free. Okay that's fine I tried to explain to her cuz she already took the money off my husband card she didn't need to charge mine to refund one of us the money. Neither one of us got refunded. She didn't charge my card another $400 that she already took the night I checked in I asked her why she said it was a mistake I would get the money back. I did in fact get the money back the day I was leaving it was back in my account. She promised me that she closed out our account and no other charges would be made. She also charged me $2 for something 250 to be exact and then a $5 charge for something else she said she didn't know how it got charged that she wasn't doing it the hotel just automatically charges the card. That I would also get that money back. Okay whatever we leave we decide to eat the $140 she owes my husband because we got the 400 something back we were tired and been a long trip I was frustrated I had to meet with a business partner. Well today I get another text telling me to Embassy Suites has charged me 404.16. I travel for business a lot. I've stayed in many different places and never have I had an issue like this one my employees travel when I send them for business-related matters and never have they had an issue like this. This hotel was dirty Palma that was rude, she also barged into our room went straight to the air conditioner I wanted to know why we said it wasn't working and why we requested a fan because she felt our room was cold and that we don't need a fan. I told her it was the first room we was in the air conditioning didn't work in and that we requested a fan because it was in fact hot in that room and my husband has COPD. I'm highly disappointed I cannot believe this happen when you hear the name Hilton you don't expect service like this especially from manager.

I've only had great experiences when working with Hilton. Whether it be a refund for COVID-19 closed resorts or an accidental booking the night of, calling and communicating with Hilton has been flawless. The customer representatives are always kind, respectful, and very helpful, and one customer rep actually wrote on my booking to upgrade me and give me the best view possible while I was on the phone. Their facilities are great, and I've only ever received excellent service. I'm a Gold member, and I would recommend getting a hotel credit card with AMEX if you travel a lot or spend a lot of money for needs/work. The points are very much worth it!

Just had to say something about excellent service from Hilton.
Thousands of people trying to get refunds from many companies because of coronavirus throwing travel plans out .
Hilton is the only company so far that I have managed to get quick refund from .
THANK YOU HILTON loyal customer .
They did not have to refund because of advance booking but they kindly did .

Hands down the worst customer service I've ever experienced. An associate told me I could cancel and I'd receive a full refund. Then instead of a refund, they charged me again. I finally got those charges figured out and then 2 months later....they charge me again! Absolutely refused to refund me even though it was their mistake. I have gone round and round with these people and anytime I email corporate (because you can't call them), I get a different person. I was traveling for work at least once a month - sometimes twice and always stayed at Hilton. This one experience has left such a bad taste in my mouth and because of the way they've mishandled this, they've lost a solid long term, regular customer. Good job Hilton! Glad it was worth the $200 to screw someone over who was previously loyal to your hotel chain.

My son and I recent stayed at the Kilmainham location in Dublin. We arrived just as Dublin had begun to close down. I had previously booked the trip for his twelfth birthday. From the moment we checked in, our experience was second to none. The rooms are fantastic, the hydro pool was a saving grace, as there wasn't much to do outside of the hotel. Having previously worked for the Hyatt corporation in America, I would admit to not being easily impressed. However, the staff really made the weekend very special and it is a birthday we won't forget too soon. I could only recommend this hotel, as we hope to visit again in the future.

I had a change in my itinerary and customer service changed dates for me at no cost as well as giving me the same price I originally paid. They were very accommodating and I couldn't appreciate it more. Thank you!!

overpriced for what you actually receive.

Everyone needs to give Hilton group a poor review. They cannot be contacted and the standard form you fill in just gets a return email with how satisfied you are with their service and how well they solved your problem. I have been trying for 3 weeks to get a refund as I have very little money left. This large group hopefully will fold after this terrible virus has gone. Even a company like Premier Inn a low cost group offers a full refund. Goodbye Hilton I think your company will not survive.

No Refund.? My husband and I had booked a trip in June 2020, we are self employed and have saved for this trip, but due to Corona Virus outbreak, not able to travel within this area of Australia plus the airline has cancelled flights, but asking both Booking agency and Hilton Hotel direct for refund which is just over $900 we are told due to their "Policy" only bookings made to end of April will get refund or credit. Not even allowing a reduced amount.? We are struggling now as no work is coming in, we desperately need this money and Hilton don't give a damn. We fully understand if we were to cancel booking of our own accord, but this is completely different. All other Hotels in which we have booked for this holiday have returned our money without a problem. We will also be telling all our friends, family and customers not to stay with Hilton. Very disappointed they have offered us nothing.

I have never been so satisfied with a service like Hilton hotels, they are the best, they really take care of their customers, I wish there were more stars to give them.

We were booked to stay at hilton double tree in scunthorpe during Easter and were really looking forward to it. With all this covid-19 stuff going on and having two people in the party at risk decided best to cancel. Hilton were fantastic no issues with canceling and getting a refund even tho we booked a room that a refund would not normally be possible.
Fantastic customer service
Will definitely rebook when all this has calmed down. Well done Hilton.

Stayed at Swindon
Excellent staff and breakfast amazing as ever

I booked a non refundable rate for Hilton Dubai Creek & then heard about covid, I was filled with trepidation on what to do as my mother and I were traveling alone.I am astounded by Hiltons outstanding level of service and consideration.On explaining the situation, I was immediately offered a credit and then a refund when I asked for it. I’ve just received an email from the CEO offering the same to all customers which proves their level of service! I do wish my airline had been as considerate. Hilton is the definition of hospitality for me.They have my loyalty!

I will never stay in another hotel by Hilton after the experience I had today! My daughter was supposed to have a dance competition in Columbus this weekend but due to the state emergency for Ohio due to coronavirus they are cancelling the competition. I spoke with 4 people total - 2 with the front desk at the specific hotel we were supposed to stay at and 2 from Hilton customer service and was told that since I’m outside my reservation change window I’ll still be charged one night because of company policy. I understand the policy but this is extenuating circumstances it’s our children’s health which I was then told waivers are only for certain countries and elderly not children. So basically my child’s health is not a concern to Hilton!!! So because of a virus I have no control over and a competition being cancelled also out of my control Hilton is still going to take advantage of me and charge me for a night I won’t even be staying in their hotel. Awful customer service there should be some compassion for unforeseen circumstances. Other people on our team booked with hotels like Hyatt and Marriot and called and told them the situation and they cancelled no charge just like that. That is true customer service. I will make sure to tell everyone I know to not use Hilton hotels! They only care about money and taking advantage of people they don’t care for their customers.

Always have been helpful. I've always found the staff on location to be courteous, I've only had one issue on an expired free night and they were gracious and helpful. No complaints.

Easy to book and great, very helpful staff.

Planning on staying here for the Tony Robbins event when we got the very bad news that the Governor of the State of California declared a state of emergency for the Coronavirus and was forced to postpone the event. The hotel cares more about charging us for a portion of 5 night reservation than maintaining us as customers. If kicking you when you're down is Hilton's motto, they are fulfilling their objective. We are grateful for all of the other choices we will make in the future when it comes to where we stay in all of our traveling. Our new Motto is "Good bye Hilton for Life".

Tried to book some rooms at the Heathrow garden on the website had to make many calls to customer help line and still failed.

Also person on the phone not very nice could not really understand me as she had poor English.

W

The worst customer services every.

I a, about to cancel all my bookings over the next month or so, due to the incompetent customer service representatives. Your liars and will not honour one email to another.

Your lucky you got one sta

Well done hilton (not)

I wish I can give less then 1 star!!!!
U guys r so F******* Disgusting No customer service no nothing bad people bad workers.Iust had a story By one hotel I arrived 2:00 AM They told me the system is down and I got a leave never heard such a thing in my life The only thing I got was a sorry.

Never use his help and again it’s not worth the pain. (Nathan) And by the way with my honeymoon!!!!!!