Hilton Honors: Book Hotels

We usually always stay in Hilton Properties when we travel for business and we travel enough to be Diamond customers. The Mobility Accessibility is nearly always perfect. My problem is that we cannot afford ourselves of the early check-in, because when I do, your app puts us in a standard room, which is totally incorrect. I had a circumstance when I did early check in and when we arrived, all of the handicapped rooms were taken! But, that was not the case when I made the reservation. The other problem is that rooms are not always identified appropriately in the system. If I book a room called hearing/mobility accessibility I would expect it to be both hearing AND mobility accessible. However, that is not always the case. Sometimes this is only a hearing accessible room. Your rooms need to be clearly identified and your hotel systems and the staff need to be able to easily understand the difference. As long as I am reviewing, I also want to mention, and to me probably the most important, Hilton and really all hotels, need to consider designing new hotels with all mobility accessible rooms on the ground floor. Being close to an elevator is absolutely no help in a fire. Having to wait for help could be the difference between life and death for someone unable to walk down stairs. While not expecting this request to be something retrofitted, it should be a consideration in future design. Thank you!

My daughter had a wonderful stay @ the DoubleTree Hilton on Lexington Ave in NYC. It was her birthday weekend. I’ve stayed at many Hiltons, and Doubletree facilities throughout the states. I am also a Hilton Honors customer. Though there were a few situations that occurred during check in, the front desk manager who goes by the name Heaven, handle the situations professionally, and accordingly. Heaven was very attentive, and assured me that all that is, and expected of the Hilton would be granted for my daughters weekend. I definitely recommend staying at the Lexington Doubletree. They treat you with respect , and honor you as a valued customer. It was a pleasure speaking to Heaven, and reassuring that she took her title very serious, and promptly handled all situations accordingly. I was very satisfied, knowing my daughters stay was exactly as expected, and that she was in good hands at the Lexington Doubletree. I write reviews here on Long Island regarding Hilton’s as well as Doubletree across the states. I am a dedicated member and customer, when I travel I always stay at Hilton/Doubletree hotels.

Lately at some hotels when I check in, the current stay actually disappears entirely from the app, it has happened to me several times now. This did not used to occur. The digital key will remain but I can no longer see the details of my reservation, message the hotel, or otherwise use anything but the digital key. In my current stay, this got much worse, as not only did it disappear, but the hotel then somehow could not see my reservation or that I had checked in at all resulting in multiple calls to the room demanding to know who we were and in someone speaking unpleasantly to my wife and telling her with a tone that we were not supposed to be there (keeping in mind we had checked in with digital key, my card had been charged, etc.), and this morning somehow in a new reservation being created and being charged again and at a rate nearly double the rate on my reservation, which I then had to go correct. (And I now have two new stays with nonsensical data for the hotel showing up, perhaps created by the hotel or perhaps whatever phantoms are causing this.) Will I get proper credit for the stay? Color me doubtful. Will I be double charged? Seems not unlikely. I don’t know what’s going on with Hilton’s systems but it has now reached a point where the app and/or back end losing your reservations is pretty seriously adversely affecting the stay experience. — Diamond guy who is becoming afraid to use the app at all

I would have given the app a 5 if not for recent issues. There are two specific issues with the app that do not allow me to mark it higher. 1) the checkout feature on the app is great but getting the receipt up to 48 hours later is not great. Since hotels no longer out the bill under the door, I cannot verify the accuracy of the bill. If I check out with the hotel, I can get a receipt within a couple of hours and verify the accuracy on the spot. As a business traveler, not being able to process my expense report for multiple days is frustrating. 2) when using the online check-in feature, travelers indicate when they are arriving. Last week I received a call from the hotel around 645pm inquiring whether I would be arriving. I had indicated on the app I would be arriving at 10pm. I had to return a call for fear of losing my room. If I have done e check in I am not sure why they were calling. Also based on my time. When I arrived at the hotel I asked if I had indicated the wrong time. The person indicated they don’t see that information. What is this information being used for if the hotel does not have access.

We have stayed at many Disneyland and Convention Center hotels and we keep going back to this Doubletree. It also makes more sense for us to stay at a Marriott property as we are Bonvoy owners, but I would rather stay at this hotel and not earn Bonvoy points. It’s in a great location. Parking is easy. The two Queen suite is awesome for the three of us or for four of us if my daughter and I go with our girlfriends. It’s always really clean. Not outdated at all. I feel super safe there. We can buy our Disney tickets in the lobby. They have a nice bar and the restaurant is good (could be a little quicker service). Staff has never disappointed us in any way. The pool is small and on the third floor but is a great way to cool off and take a break from Disneyland during the summer. We live only 75 miles away but the prices are always good so we always stay here for Disneyland trips and cheer competitions at the Convention Center. The cookies are a great added bonus!!!