My wife and I are Hilton loyalists (she, diamond, me gold). When choosing Hampton, or HGI, or Embassy, or Waldorf, or Hilton (for the most part), you know what the experience will be like, and, generally, that's what you get. Doubletree, however, always strikes me as a bit of a gamble insofar as it is a brand with no clear sense of identity, of what it wants to be.
So, a tale of two DTs, in Dallas. A few weeks ago, I stayed at the DT Dallas--Richardson, and I was very impressed. Very helpful staff, upgrade to the executive lounge (though floor was not available), a drinks voucher for every night of the stay, a manager's reception in the lobby each night, comped upgrade to cooked breakfast, a happening lobby, free coffee for all in the lobby, a vibrant experience. It was, in many ways, better than a Hilton.
Last night, checked into the DT Market Center. First, the reviewers are right--although one can see downtown, the hotel is surrounded by a shady neighborhood indeed. But--that's not the hotel's fault. The first experience in the lobby was that it was old and tired--. Sure, there was a large central table, decked out in snow and decorations, with a train set on it--but, so far, the train hasn't moved . . . .
Check in was courteous, but the small things show. Is there an executive lounge? no. I asked for an upgrade, and, I recognize, that is based upon space availability--I understand that it is not guaranteed. But, in the countless times that I have checked into Hilton properties, and asked for a status upgrade, one of two things happens. 1) the desk clerk really does check for availability, clicking away through various screens; sometime the answer is yes, sometimes no, 2) the desk clerk stares at the screen, doing nothing, for about 15 seconds, and then says no. In this case, it was the latter. I sometimes wonder if they think it would be too much of a hassle to move (or, perhaps give away to another guest) the two free water bottles that are waiting for me in my existing room!
I got a room on the 10th floor, and, the first thing I noticed, as I stepped out of the elevator, was the strong smell of old. Most DT properties are old, and perhaps it is just those years of smoking that just won't quite fully go away, despite new wallpaper, etc.? And, because of the age, the rooms are a little small, to--it's hard to stand in the bathroom without closing the door behind you. Nice TV, nice fridge, free internet, but, all the same, the floorplan is more cramped than in newer properties.
Small things again. Breakfast was fine, and I took my coffee cup upstairs with me. I wanted a refill, and called down to the frontdesk to see if they had coffee there. "no," the answer, "but you can buy coffee from the restaurant." OK, but can I have a refill if I have already bought the breakfast and left? "Don't know--you'll probably have to pay." As it happens, I got the coffee, and for free, but obviously little communication between front desk and restaurant.
All told, the hotel is fine, but it certainly isn't one of those occasional DT "gems" that you tell your other Hilton loyalists about.
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