I stay at the Doubletree Manchester frequently for work am said to have to give them one star, especially since my employer just spent major dollars holding a conference there this past week and has remote employees staying there regularly throughout the year/

I know their airport shuttle can fill quickly on busy weeks, so on Thursday 5/9 in the afternoon I called from my room and asked to be placed on the 5 a.m. Sunday shuttle. The person I spoke with repeated my room number and said I was put on the list. On Saturday night I called to ask if there was a 4:30 shuttle with space. I explained I was on already for 5 a.m. but didn't want to cut it too close. The person said the 4:30 was filled with airline personnel so I asked if all was well for 5 and they said yes.

Sunday morning I got to the lobby at 4:45 a.m. and saw a shuttle loading. I asked if the 4:30 was late or the 5:00 was early, and the desk person said, "There is no 4:30 or 5. They run on :15 and :45 and that one is full." I told them about my two prior calls to the desk, and it turns out that not only did the Thurs. person not tell me the correct shuttle times, but they never put me on ANY shuttle! And the Saturday person did not correct me about the times or confirm my sign-up

I hurried out to the shuttle but there was literally no room. The driver said, "We have another van (it was sitting right there) so someone should be able to take you in that one." I said, "Ok" and started to head in, but then he said, "They just called a cab for you."

That sounded like a reasonable solution; it never crossed my mind that they would presume to call a cab and expect me to pay, particularly since the person I spoke to on Sunday should have caught the Thursday person's error.

The cab showed up and asked who was paying. I told him the hotel. He went in, returned in short time later, and said that they were not. I went in and they reiterated that they had done me the favor of calling a cab (what favor? I have a cell phone) and that's all they would do. I pointed out that if I knew I had to pay for transportation, I would have called an Uber since it's cheaper. The man at the counter then "graciously" offered to cancel the cab so I could I could do that. Not good customer service to be sarcastic when your hotel messes up. His excuse was, "There's no proof this was our fault." Yeah, that's kind of the point. There's no proof because no one bothered to put me on the schedule and to check it on my second call.

I stay at the Doubletree Manchester multiple times a year, and my employer gives them a huge amount of business, yet it wasn't worth a $20 cab fare to them (or for someone else to drive me in the other van that was already sitting outside, like the shuttle driver suggested) to salvage the situation. That would have turned it into a win that would have prompted me to write, "Wow! They messed up, but they jumped right in and fixed it!" Instead, they couldn't be bothered to have someone take 15 minutes to drive me, in the other van and they randomly called a cab for me to pay for without even asking me and then imply that it's my fault with the "no proof" line.

I've stayed at the Doubletree Manchester (through its Radisson and No Name days) often enough to know very well that I need to set up my shuttle early in my stay, and I also call to reconfirm every time, so the fault lies with whoever claimed to have written down my name on the shuttle and who did not tell me the actual times, and also with the person I spoke with on Sunday.

I will be sharing my story on other sites and will be sending direct complaint letters as soon as I find out if this location is chain-owned or independent so I can route them to the correct person. I prefer writing positive reviews, but when a hotel won't have someone make a simple 15 minute van drive or pay $20 to fix a situation they created, I can no longer recommend them. My fellow travelers need to know what they do (or rather, don't do) when they cause an issue for a loyal customer.