My friend is a Hilton employee who took me to Manhattan to spend the weekend. Naturally we picked a Hilton property and the pictures online and location of the Doubletree seemed ideal. I will preface with the only good encounter I had,Moses the houseman was very friendly and Michael delivered towels in the morning and he was very kind. If all the employees were like them this would be a better place. At check in there was zero engagement, a snooty front desk agent who dryly stated the price of internet and informed that she had no cookies at that time pointed at the elevator and was done with us. When we got upstairs there was a washcloth in the bathroom that had hair on it. Hair! It was rolled in a ball and I couldnt believe my eyes. We tried to use the in room phone to let the front desk know but the phone just rang and rang. No one from the "Care Center" picked up. Its because they dont care. This was confirmed when we went downstairs to let them know. No one apologized. No one asked if we wanted to be moved, the front desk just typed on his computer, shuffled around and then asked if he could send a houseman up. Unsatisfactory. A big brand hotel with the name Hilton stamped on it should NEVER overlook something like that. It was disgusting. No one asked for a free room but an apology would have been nice. Or at least a move. I was weary of the cleanliness of the hotel room at that point. I was very unimpressed. Especially since I had to go down in the slow elevator to get to the front desk beacuse my phone wasnt working in the room. After we went out we came back to the hotel and the keys werent working, no matter how slow or fast you put it no matter what angle, they were just dead. They were not located near any credit cards or phones, so we tried to call down using the floor phones...which were not working so we had to trek back down in the SLOW elevator and get to the desk and get new keys. It was a hassle and once again rude front desk. When we went to get snacks from the hotel store the front desk agent at night was coldly looking on at us as if we were bothering him. I travel often and I am a Mariott Rewards member--I never ever experience this with their properties. I will NEVER stay at a DoubleTree again and no one else should stay here.
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