DoubleTree by Hilton Guadalajara Centro Historico — Hotel in Jalisco

Good:|- View. I would specifically emphasize: the view, not the location. Do not get me wrong, DoubleTree Guadalajara is at the heart of the city center, so, if you like to walk and observe, you will get it. There are some problems with that, though. First of all, you are not going to be dropped off in front of the hotel, you will have to get around a corner, which sounds like not a big deal to walk for a minute or two, but in practice around 9pm the streets are empty and you are going to see some sketchy looks; in fact, upon arrival (~10pm) our taxi driver walked with us from the car to the hotel entrance, so, even locals understand the problem there. I would like to mention that I do not expect the hotel to be able to somehow interfere with the policies of the city center, but rather state the fact (or inform other travelers) about such detail. Another problem is traffic, like 10 minutes to drive 0.5km during rush hour. When we went on the city tour we were picked up at the DoubleTree, then drove to some places and returned back to the Centro Historico without much less traffic, so I did not see any disadvantages of booking a hotel a bit far from the center and just get there for a tour instead of having necessity to return each day to the spot with intense traffic. The view of the Cathedral was great, once again, I did enjoyed it.||Daily housekeeping (if we discard some spots with the dust, but, really - good: beds, bathroom, and floor felt fresh upon return to the room).|Breakfast (nice meat and fish options, tapas selections; one complaint though: veggies, there was a salad option but on Saturday it was completely gone).|||Could be better:|Personnel interactions: | - Some of them struggled with English, but most importantly, they seemed like lacking training/experience in the hospitality business and behaved more intuitively rather than trying to understand the needs/concerns of the guests| - The front office did not bother checking if I booked the next night (yes, I did, but I had to bring that to their attention and basically navigate them through the process of checking in)| - The bell boy behaved a bit harshly with the bags (both were

AVOID this DoubleTree. PLEASE book somewhere else. Staying at this hotel was genuinely the worst part of my trip to Guadalajara. When I left and expressed my concerns to Carolina in the customer chat, she flipped the situation and said that if I was unhappy with the room, EYE should have checked out and left early. When the hotel I paid for didn’t provide basic cleanliness. Blaming GUESTS for “inconveniencing” you in the hospitality and tourism industry is so laughable. As if the burden is on ME to ensure a clean and friendly environment? Lol. The staff made my friend and I feel extremely uncomfortable and unwelcome. The receptionists (except for one, the nice lady with the Pedro Pascal sticker on her water bottle) ignored us and glared at us as we walked in and out of the hotel. Reception never greeted us, even when there were no guests checking in. The first day, I approached the receptionist to check-in and greeted HER. The only time she was slightly pleasant was when she tried to sell me a room upgrade, which I politely declined after asking for the total additional cost. It was all downhill from there (I’m guessing because she didn’t gain her commission). My friend found a hairball stuck to the shower wall almost as soon as we entered the room. It’s clear that the shower had not been cleaned in weeks. Then, I noticed that the bathroom sink hadn’t been cleaned either, and that the full-body mirror was also dirty, and looked like it hadn’t been wiped in a while. I honestly don’t think anything was cleaned for a new guest arrival. They likely only changed the sheets. We had a long travel journey on this day and had plans for Independence Day, so we didn’t tell staff until the next morning. The nice! receptionist apologized and said that she’d like to change my room but had to ask the supervisor. Her colleague/coworker said no and to just have the room cleaned to check-in standard, and was visibly and audibly annoyed. She said “it would be faster than changing rooms.” I was totally okay with it, I just wanted the issue resolved. When my friend and I returned, the room looked the same, except for the changed sheets. Nonetheless, my clean sheets already had an old stain on them. Honestly my friend and I were scared to approach these people with our concern regarding cleanliness precisely because we feared they would berate us.

To put it shortly (;)), the staff (except for the bellboy and that one receptionist) gave Mean Girls vibes.

I saw someone post in a review that Carolina was professional. Unfortunately, I can’t say the same. (See attached). She cut me off twice, and entirely disregarded my concerns as if this weren’t a HOSPITALITY and tourism establishment and customer care chat…? Also, she said she asked her “superior” about the partial refund, but I looked into it, and Marco (the superior she told me she spoke to) is the SECURITY staff supervisor. I worked at the Hotel Del Coronado and in no world would the front desk staff ever consult with the head of security to resolve a guest concern. I only asked for a partial refund because she didn’t offer any options…and when the Hilton in Edinburgh, Scotland had plumbing issues, they switched me rooms and gave a partial discount. I’m not one to ask for free things, but I’m sure she assumed my complaint was just a ploy to save some money. The location of the hotel and the cafe around the corner were the only good things. It sucks going “home” to negative and mean energy. Thankfully I booked the family rate, but this is certainly NOT worth the full-rate. Had I known, I would’ve been happy to pay another hotels regular rate. I haven’t bothered reaching out to the manager (Ramon) because I don’t have faith that management will treat me any better. It’s clear that the hotel has operated this way for a long time. I stayed at the Hilton Hampton Inn GDL airport at the end of my trip and had a regular,...

I am seriously disgusted by my experience with this establishment. I made a reservation over a month in advanced and arrived at exactly the check in time. The check in went smoothly, but as soon as I got to the floor where my room was located, I was immediately disturbed by horrific paint fumes. The paint fumes also made it inside the room assigned to me. I immediately went downstairs and asked for another room on a different floor due to the paint fumes. I was told that they are unable to do anything for me. The receptionist under the name of Giovanny, was the one that claimed that he was unable to do anything for me. I again went back to my room, and I witnessed the person accompanying me on this trip laying on the bed to the verge of throwing up because of the foul smell. I called the front desk from my room to explain the situation, and again I was provided with zero help by Giovanny. He claimed that his last name was Macario. All he said he can do was return my money. I asked how they are allowed to book rooms on this floor as people can get poisoned by paint fumes. He acknowledged that people could be poised by the fumes, and only offered to place a fan in our room. I asked how was this going to help as the window cannot open. He had no response. I asked how rooms are distributed as I made my reservation a month in advance and arrived at the check in time. He had no response. From what I saw, we were the only party on this floor. Giovanny’s only solution was to book a hotel room with a different hotel that was located over 20 miles away from El Centro, as all the other hotel rooms in the area were completely booked. We had no other choice but to leave as we were developing a headache, started feeling nauseous, and the person accompanying me was on the verge of throwing up. I spent 2-3 hours looking for another hotel that night in the middle of Guadalajara Plaza with all my luggage, and luckily I was able to find something. Yes, there were hotel's room 20 miles away from El Centro, but I originally booked with this hotel to be in the middle of all the action. I understand that Mexico has different laws than the U.S., but I am sure there are laws to protect the health and safety of customers and employees.

We bumped into an employee on the elevator as we were leaving and explained the situation to him, and he claimed that they do have rooms in other floors and to keep on fighting the situation with the reception, but by that time we were just fed up and needed to rest from our long flight.

I have traveled to numerous cities in Mexico and this has been my worst experience of them all. I hope this is investigated not only by upper management but by a government agency as someone can seriously get ill with the...