DoubleTree by Hilton Perth Waterfront — Hotel in Perth

My husband and I stayed in Double Tree by Hilton Perth Waterfront from 1st to 4th April 2024. This was our second time staying in this hotel this year because we were pleased with our experience the first time, so we're back for more.

We checked in around 2 am on the 2nd of April, it was smooth and we're being upgraded from city view to water view, Room 333. Thank you very much for the upgrade. The room was very nice with a balcony, everything was well prepared, except the room's condition was not very clean, the balcony also not very clean, and there was a plate of Welcome Macarons and Chocolate dedicated for other guest's name. So, I supposed the room was initially prepared for someone else. But since we need to rest badly, we just slept without asking to be cleaned first nor we checked the room’s cleanliness thoroughly, because we never thought that we need to check the cleanliness in this kind of hotel.

During our stay, we only used the room to cleaned up and rested at night. And we checked out around 11 pm on 3rd April 2024 to catch our flight. For your information, the housekeeping only cleaned up our room once instead of twice during our stay, which was not up to the standard of a 4 star hotel, let alone 5 star, and they never clean the balcony during our stay while we saw the next door's balcony being cleaned.

Suddenly on 4th April 2024, around 2 pm, my husband received a phone call from Ms. C Yuen, Guest Relation Manager of Double Tree by Hilton Perth Waterfront, accusing my husband and I that we made the carpet dirty, and forcing us to accept the hotel charge $350 + GST for making the room's carpet dirty, charged directly to my husband’s credit card.

The way Ms. C Yuen talked was not polite at all, she did not want to listen, and she was asking me to prove that we did not do it, so she was really sure, forcing us to accept, that we did it unless we can prove the other way. If this is the standard service of Manager from Double Tree by Hilton treating their customers, then I guess my expectations of Hilton Group were too high.

This is unacceptable and very insulting. I travel around on a routine basis, never ever in my life I was accused like this from a hotel that I stayed at before. For your information, my family, my husband, and I always treated all the places that we stay with respect and honesty, we always took off our shoes right after we entered the room to make sure the room would stay clean. We always try to keep the room as tidy as possible. Including my latest stay in Double Tree by Hilton Perth Waterfront. Even our dogs at home have to wash their feet first before they enter the house, that’s our clean standard in my house.

If, and only IF, my family and I made a mistake, broke something or made anything dirty, made the carpet in the room dirty, we will be honest, we will be responsible and pay for it. Our honesty and pride are priceless, not only $350 + GST. But we cannot accept if anyone accuses me, accusing my husband and I, did something that we did not do and have to pay for it, it's not about the amount of money, it's about insulting our honesty and pride.

Ms. C Yuen kept telling my husband that we need to prove that we did not make the room carpet dirty if we don't want to pay the non-negotiable charge fee, this is ridiculous, what does she expect me to do? Calling a forensic officer to do the test on how old the stain on the carpet has been? Is it Double Tree way to cover their own problem by putting the blame on their guests?

So, be very cautious and rethink again whether you want to stay in this kind of hotel and you might be their next scam victim and cost you extra charges for something you don’t do. Their tagline “It matters where you stay” somehow very true for my wife and I, it’s a bold reminder for us for NO MORE stay at Double Tree by Hilton...

Our family decided to have a special overnight staycation, and booked two rooms at this new waterfront hotel by Hilton. As Diamond members, the customer manager graciously upgraded both rooms to a King Deluxe Room (#1212) & a King Guest Waterview Room (#1203). The Deluxe Room was spacious & offer a nice view of both the Swan river Eastern view, and the lovely Perth CBD city Northern view. We also enjoyed relaxing in the moder bathtub in the Deluxe room, while sipping drinks over a view of the river. Both rooms have nice comfy king bed, and nice LED TV with ample amenities for a pleasant stay. The black-out curtains in the rooms was very appreciated especially with the sunrise over the East the next morning. Upon settling into both our rooms, the toilet at one of rooms was malfunctioning, and despite being on a Sunday afternoon, a report to the front counter and this was resolved efficiently within the hour. A testimonial of the Hilton's customer services. Responses to our online queries 2 days pre-check in, & during our stays were efficiently & promptly answered by Saw Mon, Ritesh, Kristel, Ashley, depending on the time of our messages. The buffet breakfast was served 7-10am at the Reel Kitchen on Level 2 overlooking the Swan River southern view, and we enjoyed the spread of hot & continental options with coffee machine that offers mocha too. Paula & Caelyn were pleasantly welcoming and went above & beyond when we asked for cold water that's not tap water to prepare our baby's puree. They ended up going to a different area to bring a bottled water just for us. Even though there was no omelette station at brekky in the Reel Kitchen, the chef was happy to serve up fried eggs sunny side up upon request. The 18 knots rooftop bar on Level 18 is also another fantastic spot offering a 360 view of the Perth river & CBD. We spotted many beautiful indoor & outdoor areas for occasions ranging from romantic intimate for 2, to a group, and will look forward to trying the bar on another visit without our babies. While checking out, we also managed to meet up with Joyce Mann, Commercial manager, who took us on a quick tour of the hotel's events floor & infinity outdoor pool on the 5th floor. The location is centrally located in the CBD, and the Blue CAT bus stop is conveniently located just a few minutes walk away to take you to the CBD & Northbridge in comfort. Tips: There is no on-site valet parking, but there are two (2) pickup/drop off 5min car bays directly outside the hotel entry for offloading of luggage the Blue CAT bus is a fantastic way to get to & from the hotel, but remember the Blue CAT bus ceased running after 6:30pm on a Sunday, so plan your...

On the 31st Dec, a friend of mine and I visited Double Tree restaurant for her birthday lunch and had the worse experience , on arrival we were asked for our ID’s, my friend did not have her ID on her as we had no idea that it was a requirement to go and dine there, and couldn’t find anywhere on their website that says that it was, I had my ID , however we were told that we couldn’t dine and it was part of their policy bla bla bla by NAVA the Bar Supervisor. As we were waiting for the lift there was a group of people who had walked in, and we saw NAVA walked up to them and have a brief conversation before going to look for a table for them, we waited to see whether he would ask for their ID but he never did, when returning back to them he asked to show them their seat and walked them through, I walked over to one of the girls in the group and asked if he had asked them for ID and she said NO, my friend and I walked to NAVA and asked why he didn’t ask them for ID, but refused us to dine because my friend didn’t have her, even after pleading and offering to show her photo ID on her phone, NAVA’s excuse was that they were parents and had Kids, mind you my friend and I are both parents, I am 30 and she is 28, I asked a young women in the group if she’s was a parent and she said No, I argued that with him and called him racist as my friend and I are both black, and without hesitation we’re turned away because of ID, but welcomes a group of white people without hesitation. As things escalated, SUNNIE Food and Beverage Duty Manager came and started asking us to leave, without even trying to deescalate the situation and find out what the issue was , and sided with her Colleagues saying that he isn’t racist, and saying that she was going to Sue us, and started calling security. SUNNIE AND NAVA escorted us out of the hotel, asking us to be quiet while in the lift due to costumers using the same lift, as we continued to argue with them. There was a black man who was staying at the hotel who came in the lift and heard the conversation, and agreed with the statement that the hotel treated us differently, stating that he noticed how the staff treated the white people walking in and out the foyer smiling and greeting them, but when he walks by he was being over looked and given uncomfortable stares and felt uncomfortable being at that hotel, however it was the only one available close to where he was having his gig, as he was not from Perth. It’s just sad that people like this still exist it’s 2023, you need to do better. I have not experienced such racism in such a long time and this is...