DoubleTree by Hilton
reviews and complaints

DoubleTree by Hilton Westport, St. Louis is a decent hotel, but it had a few issues during my stay. Firstly, the safe in my room was not functioning properly. I contacted maintenance, but they informed me that it couldn't be fixed. This was quite disappointing as I had valuable belongings that needed to be secured.

Another drawback was the absence of a restaurant on the premises. Instead, they offered food service at the bar from 5-9 PM. While it was convenient to have some dining options, I would have preferred a proper restaurant with a wider selection.

To add to the inconvenience, there was no telephone in my room. It seemed that someone had forcefully removed it from the wall. When I approached the front desk for assistance, they informed me that I would have to wait for the phone company to come and fix it. This meant that if I had any inquiries or needed to contact anyone, I had to make my way down to the lobby. It was quite inconvenient and time-consuming.

Lastly, my room was undergoing construction, resulting in patches on the walls. This was not mentioned during the booking process, and it was disappointing to discover the state of the room upon arrival. It would have been better if the hotel had informed me beforehand, allowing me to make an informed decision about my stay.

Despite these issues, the staff at DoubleTree by Hilton Westport, St. Louis were friendly and accommodating. They tried their best to address my concerns and make my stay as comfortable as possible. The location of the hotel was also convenient, with easy access to nearby attractions and amenities.

In conclusion, while DoubleTree by Hilton Westport, St. Louis has its drawbacks, such as the malfunctioning safe, lack of a restaurant, missing telephone, and room construction, the friendly staff and convenient location somewhat made up for these shortcomings. However, I hope that the hotel management takes these concerns into consideration and works towards improving the overall guest experience.

I was really disappointed when I found out that I couldn't just buy the famous cookies from DoubleTree by Hilton without renting a room. My brother and I were really looking forward to trying them. He had never tasted them before, but I had the pleasure of enjoying them when I used to work as a dishwasher at this place. I would sneak a few cookies right out of the oven, and let me tell you, they were absolutely delicious.

So, I decided to call and ask if I could just purchase some cookies. To my surprise, they informed me that I had to book a room in order to get my hands on those delectable treats. I asked them how much a room would cost, and they told me that they were completely sold out. I was taken aback and frustrated. I mean, seriously, what a bummer! I still couldn't buy any cookies, and they didn't seem willing to help me out at all. I'm beyond angry right now. I can't understand what's wrong with this place or who they think they are. All I wanted to do was spend my hard-earned money on some of their mouthwatering cookies, but they couldn't make it happen.

I have to say, this is by far the worst service and hotel experience I have ever encountered. I wouldn't even give them a single star. However, I must admit that their cookies are pretty darn good when you're actually able to get your hands on them.

I made my booking in the middle of the week and booked two rooms on an all-inclusive package through hotels.com. The hotel tried to tell me that it is "preferred" to book directly through them, but I later understood why! The package the hotel offered me directly was for bed and breakfast, while Hotels.com offered the same package for the same amount of money but with all-inclusive benefits. I did my homework and followed up by checking with the hotel and emailing the reservations department my booking, along with my request for connecting ground floor rooms as I have three children, one of whom is only six years old.

We arrived an hour early to ensure a smooth check-in, but to our surprise, it was anything but smooth. Every time the staff allocated two rooms, they were already taken before they even started the check-in process. We had to wait for 1 1/2 hours before they offered us an upgrade. However, we still didn't check in at 2 pm as expected. The hotel claimed it was due to overbooking, but the real problem was guests extending their stay for an extra 200dhms.

After the assumed upgrade, we finally received one of the two booked rooms at 4:15 pm, which was two hours and 15 minutes later than the check-in time. We had requested a 6 pm check-out for this first room, which was approved. As for the second room, it is a long and unpleasant story of continuous calls and requests. We had to follow up on our side only, but at the end of a very long day, we finally got our room 5 hours and 15 minutes late at 7:15 pm. After this ordeal, I emailed the hotel to inform them that due to the delay in receiving the room for over 5 hours, I would check out late at 7 pm to make up for the lost time. However, the hotel decided to ignore my message.

On the day we checked in, the hotel was overcrowded, and the swimming pool felt more like a public pool with no space left. The food was average, with a lot of stews and rice for lunches and dinners. They did have some fresh pizzas, but breakfast had a good variety.

On our last day, while we were trying to enjoy our remaining hours and forget the frustrations of the first day, we were called by the front desk staff after breakfast to check out early. The staff continued to harass us, requesting both our rooms because "they needed them." The harassment escalated when they sent security and the reservation supervisor to the poolside to threaten and harass us again, demanding the room by saying "I want the room." They even wanted to lock us out of our rooms.

Eventually, we reached a mutual understanding that we wouldn't give up our rooms. The supervisor requested our key, but we insisted on going to the reception to extend the key. That's when we encountered Mohamed Moniem, the front office manager, who had nothing to say but "I want the room." This only added to our frustration. We lost our appetite for lunch due to the harassment we were subjected to as paying customers.

Then, the Senior Director, Mr. Pieter, approached us. He tried to appear sincere, but by the end of our frustrating 10-minute conversation about all the mishaps we experienced, he seemed to only pretend to listen and understand. He then requested us to leave our rooms.

We were harassed by all levels of staff in this hotel to give up our rooms. At check-out, they even tried to make us pay for things used by the previous occupant of the rooms and pinned it on us (documents available).

The entire experience was unpleasant, and it seemed like the hotel staff were on a mission to drive us away and make our stay a living hell. It is quite unfortunate that this hotel carries the reputable Hilton brand. I have had the pleasure of staying at Hilton Resort and Spa in RAK several times, and it has always been a very pleasant holiday for years. However, this stay has made me realize the rapid decline in services at Hilton, which is very unfortunate considering their lovely facility.

All supporting documents are available.

On March 30th, me and a group of around 20 people gathered at the DoubleTree Hotel Trofi restaurant in Overland Park to celebrate the days of unleavened bread. We had made arrangements with a young lady named Adrianne, the evening restaurant manager, for a private dining area several months in advance. We had the option to choose between a semi-private area on a small mezzanine or a larger enclosed room away from the main dining area. After some discussion, we decided on the larger room, anticipating that we might have more than 20 people attending.

During our initial meeting, the restaurant staff informed us that Trofi was planning to renovate their restaurant in 2018 and there might be adjustments to the menu prices. However, it took Adrianne almost 3 months to provide us with a copy of the menu for our event. As the event drew closer, I visited the hotel to inquire about the renovation and was told that a new manager named Mr. Kevin Gunn was being hired and we should consult with him. However, when I called the hotel later, I was informed that there was no Mr. Gunn. Eventually, after several email requests, Adrianne sent us a firm price menu.

Everything seemed to be in order as the event approached, but unfortunately, a series of cancellations due to illness caused our group to drop below the guaranteed 20 person agreement. We ended up with around 17 to 19 individuals. Adrianne assured us that this number would be sufficient.

On the night of the event, we arrived at Trofi just before 7:00 pm only to find out that Adrianne was not present and our private room had been switched to the semi-private mezzanine, which was open to the main dining area. Our server and a man who appeared to be the night manager guided us towards a large table on the mezzanine. At that point, there were about 17 people present.

I questioned the night manager's claim that we had originally negotiated for the mezzanine, which was not true. During our discussion, three more people arrived, bringing us up to our minimum of 20 people. I mentioned to the manager that there seemed to be enough private space available since the restaurant was nearly empty. He responded by saying that there was a private room nearby, but it could only accommodate 16 people due to fire code regulations in Overland Park. However, DoubleTree's own website states that the capacity is just 14 people.

I remembered that the room we had viewed earlier during our negotiations was actually located in the hotel's banquet rooms, not in the restaurant itself. It then occurred to me that Trofi had misrepresented this room, initially quoting a price of $600 for our event, which later changed to a 20 person minimum with the assumption of a $30.00 food and beverage purchase per person. This assumption is not realistic, especially when there are children involved. It felt like a classic bait and switch marketing tactic.

Feeling deceived, we tried to make the best of the evening, but unfortunately, it didn't go as planned. We couldn't play our pre-recorded opening message due to background noise from our server and people seated outside near the mezzanine. Our intention was to play the message first and then have the server take our orders, but the server was already busy bringing tea, water, and other items while we were negotiating with the manager.

This restaurant is supposedly rated 4 stars (3.8) according to OpenTable.com, but based on our experience that evening, I find it hard to believe. It's interesting to note that Trofi's own DoubleTree website doesn't mention the nearly four-star rating from OpenTable. The quality of cuisine and service at Hilton's Johnny's Italian Steakhouse in Olathe was far superior.

At 7:30 pm, our server finally started taking our orders, but it took until nearly 9:00 pm for all the orders to arrive. I received mine at 8:50 pm, but the lady across from me still hadn't received hers. The serving times were quite lengthy, making me wonder if this was the chef's first experience in a commercial kitchen.

Some patrons had already received their meals between 8:15 pm and 8:30 pm and started eating, as there was no point in making them wait for everyone else to be served at that point. While waiting for my meal, I was talking to the gentleman across from me who was eating Burnt End Mac and Cheese. Suddenly, he stopped and quickly brought his hand to his mouth. He had found a small sharp curved object, about ? of an inch long, which had [censored]ed his gum. He thought it might be a piece from a grill brush.

Unfortunately, some of the grill brushes depicted on the Bed, Bath and Beyond website could potentially be used for other tasks, making them unsuitable for further use on a grill. The discovery of this metal fragment in a patron's food suggests that there isn't much management scrutiny over the condition of utensils at DoubleTree. It also raises concerns about whether the facility has ever been inspected by the FDA.

When my dish finally arrived, it looked hastily prepared. As I started eating, I found the rice pilaf to be quite dry, which triggered a 10-minute coughing fit. By the time my cough subsided, it was past 9:00 pm, and I decided to take the rest of my meal home in a takeout container.

Overall, dining at the DoubleTree restaurant was a miserable experience, and I definitely wouldn't recommend it to anyone, especially not hotel guests.