DoubleTree by Hilton Hotel Bogotá - Parque 93 — Hotel in Bogota, Capital District

I'm not in the habit of leaving bad or mediocre reviews but this hotel needs some caution for those looking to stay...

What went well - Location is great if you are looking for a quiet and safe neighborhood. It has a few good restaurants and walking distance to Parque 93. The staff were very friendly and the hotel is clean. The food in the restaurant for both breakfast and dinner were really good. Bed was very comfortable.

What went okay - Rooms were on the smaller size but decent. There was only a single towel and floor mat. No hand towels or washcloths, which apparently they don't stock which I found odd. The hotel was not very busy during my stay but I could still hear a lot of noise coming from other rooms. It wasn't enough to disturb me, but I could see how it would be bothersome if the hotel was full.

What went bad - They advertise via Hilton's website they have a Executive Lounge. One of the reasons I booked was for the lounge. They do have a Sky Lounge and the hours show Monday - Saturday. The lounge was never open during my stay. They also advertise a hotel happy hour in the downstairs Bang Coffee bar. There were signs in the lobby regarding the happy hour. However, they never opened the bar. I asked twice at the front desk and was directed to the restaurant which did not offer a happy hour even though they do have a small bar in the back corner. I understand hotels offering amenities with seasonality built in, but if that is the case here, the hotel needs to do a much better job of making it clear to the consumer.

What went REALLY bad - I booked an award stay using points. When I arrived, they could not find a reservation under my booking code. It appears she rebuilt a new reservation which allowed her to get me into a room. I don't fault the hotel for this as it appears it was an issue with Hilton's reservation system. She asked about my status and I showed her on my phone that I was Diamond. She provided me with the two waters and as very apologetic. She said she would have the issue resolved.

Here is where I do find fault with the hotel, though. After the first night, I noticed there were two reservations on my Hilton app. I spoke with the desk the next day because I did not want to be charged for a second reservation. The person at the front desk assured me I was only being charged for the award night. He then took screen shots of the two reservations from my phone.

When I checked out the next day, I was asked if I wanted to charge the room to my card on file. After some discussion about it being an award booking, I was told it would be no charge and left. However, I wasn't provided with a receipt and the room never showed up as checked out in the app.

I was able to get it sorted with Hilton once I...

The hotel is in a great location, that is the only reason why 2 stars has been given. Stores and quality restaurants were in walking distance. The area felt more safe than many other parts of Bogota. The room was nice, but at times the room service was intrusive. Despite having a do not disturb sign up, the room service came in multiple times, while we were in bed without knocking. One of these times room service came in while I was in my underwear. They did not bother to leave, but continued to bring food in while I was half naked. The pool was ok, but it was beat up and could use a power clean. The steam room had paint peeling and seemed neglected. The gym was not bad, but not great. The rooftop area is only available to "VIP" guests and has a charge of $30 per person per day which was disappointing. This is a major waste of space as it seems unused. It would benefit the hotel to leave this open to all customers. There was only one pleasant person at reception named Gisele. The others working in the lobby were at times rude and exploitive. I received room service and the food made me very sick. The hotel called a doctor for me which was nice. I was vomiting and had diarrhea for 48 hours. When I requested a refund for the food, there was a battle with a supervisor for several days. This supervisor repeated that no one else had this problem, therefore theres no reason for a refund. Upon checking the reviews on several sources, I saw I was not the only person upset with the food quality. Despite having free breakfast, we decided to eat breakfast at another location. After several days, I stood my ground and was finally given a refund. After purchasing $80 of gifts from the hotel upon check out, one of the men from check out attempted to charge us extra from the mini bar for things we didn't get. If you use the google review filter for low reviews, you can see this type of exploit has been done before. He attempted to charge us an additional $40 for things we did not get, even though we only used 2 waters and 2 candy bars from the mini bar. Thankfully, Gisele was there and remedied the situation. Gisele is an asset to this hotel, and if it wasn't for her it would have been much worse of an experience. She deserves a management position, she seems to be the only one equipped and capable of a hospitality position at this hotel. Location was great, room and cleanliness was ok, and the service was shockingly bad, with the...

Our stay was a frustrating experience riddled with miscommunication, gaslighting, and unfulfilled promises. The hotel’s approach to guest information was deliberately vague, leading to confusion over amenities and benefits. When misunderstandings arose due to their lack of clarity, they implied we were lying rather than taking accountability. A prime example was when they promised to remove a charge from our folio due to their miscommunication, only to demand payment at checkout. Requests to speak with a manager were repeatedly denied, with the excuse that they were “too busy”—an astonishing response for dissatisfied guests seeking resolution.

The hotel was undergoing noisy and dusty construction that was never communicated in advance, causing discomfort and triggering asthma issues. Facilities were also unpredictably unavailable, such as when the pool stairs were removed without notice. We were told they’d be reinstalled by noon, only to find workers on lunch break when we arrived, delaying access even further. Similarly, the sauna was promised to be ready in 10 minutes but remained off for the entire day.

Our experience with the executive lounge was equally frustrating. Despite booking an executive room, we had to ask about lounge access ourselves. Upon arrival, we scanned the provided QR code for the menu, only to find it deactivated. The bartender, who did not speak English, misled us about complimentary drinks, leading to a bill we never expected. When we disputed the charge at the front desk, they initially promised to remove it but later reversed that decision at checkout, again implying dishonesty on our part. Further miscommunication resulted in inconsistent benefits—one day, soft drinks were free; another day, they were not. In the end, we were charged $11 for something that should never have been a dispute to begin with, dismissively told it was “only $11” as if that negated the principle of the issue.

Hilton should be ashamed to have its name on this property. From the dismissive attitude of the staff to the constant contradictions and lack of accountability, this was a stay defined by frustration rather than...