DoubleTree by Hilton Managua — Hotel in Managua

This hotel should be a wonderful place to stay. It has an amazing location, good food, and nice rooms. We will, however, not return per these experiences: 1.) We arrived on a Friday night late and had booked our rooms over the phone. There was a massive party going on at the pool that literally shook the guests rooms that we were assigned. This is at about 11:30 PM at night. The front desk did not mention to us that this party was happening when we were booking on the phone. If we knew the party was happening, we would have requested rooms on the other side of the hotel. 2.) We, naturally, asked to be moved to different rooms so we could sleep because were informed the party would go to 1 AM and the music was truly deafening. This is where things really fell apart. 3.) One of our party members was assigned to a room that had guests in it. He entered the room, turned on the lights, and found a naked couple in bed. This was mortifying for him but obviously worse for the couple who was not expecting someone to enter their room. He then had to be assigned to still another room. 4.) The next couple in our party was assigned a room that had a broken key. Rather than switching rooms, the front desk called a maintenance man. After ten minutes of waiting, we asked for a another room because it was nearing midnight. This whole process took almost 40 minutes.

To top it all off, the hotel did not offer us compensation other than a few Hilton points (worth about $13). It was an incredibly disappointing experience and we won't be staying there again.

Edit: Please note that we have done the steps they recommended in the response. We've tried calling and emailing. We've talked to corporate. There has been no willingness to...

Had an absolutely awful experience with the hotel, specifically the supervisor Moises Torrez was a horrible host. We had already had issues with being delayed overnight in Houston and dealing with everything at the airport at midnight and finally got flights for the morning. We didn't arrive until the afternoon on May 25th (originally we were supposed to arrive at 1 am the same day). Tired, frustrated, exhausted after all the issues and having just visited some family, we go to our hotel to enjoy the nice bed, shower and comfort that DoubleTree has provided in the past during our stays in the US. When we came to check in, we are informed that we won't be given a room... Because it's after the 3 pm check in window. And that we won't be refunded. We weren't trying to get a refund or even fighting about the night we missed, WE JUST WANTED OUR ROOM for the 3 extra nights it was paid for. Then came the terrible service of Moises Torrez who looked unbothered to even be there, telling us outright that the room is available but he won't give it to us. He gave us a "service number" to call at 11pm at night..... Kept constantly cracking his neck as if he was going to get aggressive, and just laughing at us when we kept asking for a room that we PAID FOR. All in all, the worst service I have ever seen at a hotel, let alone a hotel of this caliber. I really hope the hotel sees this and re-evaluates the people they have at the head of their customer service, because this "supervisor" is unfit to be working in...

Pros: The hotel itself is visually appealing and appears to be newly constructed. The front desk staff were courteous and welcoming.

Cons: Our disappointment began when we entered our bathroom to find it in an unacceptable state. The shower had hair and debris, requiring us to clean it thoroughly before use. It wasn't the best way to start our stay, but we probably would have given 4/5 stars if that was the only issue.

The most concerning part of our stay occurred during our departure for an early morning flight. Despite asking the hotel for advice on departure time for our 5:45am flight, we were simply advised to leave at 3:30am without any mention of potential safety concerns. As we drove towards the airport, we encountered a dangerous situation where our vehicle was surrounded and pursued by 3 motorcyclists attempting to rob us for almost the entire drive. We almost crashed our car trying to get away from them.

It was disheartening to learn later from other Nicaraguans that driving at night in Managua carries significant risks, a fact that was not communicated to us by the hotel staff. We would have appreciated a warning about the potential dangers of nighttime travel and would have adjusted our plans accordingly. This avoidable experience left my husband unwilling to return to Nicaragua. We believe someone at the hotel had something...