DoubleTree by Hilton Abilene Downtown Convention Center — Hotel in Abilene

I stayed two nights at this double tree. so going over the items, parking was not the best but good enough, on the second night parking was not close and it was cold so I took advantage of valet parking which worked out great. As to the room it was 95% clean, they only missed on small coffee spill that seeped under the soap dish in the bathroom. The only reason I noticed it was I moved the dish to put my toiletries on the counter. I wiped it up and no big deal. The rest of the room was clean and comfortable. Everyone I encountered from the front door, reception desk and the restaurant was very nice and professional. That brings me to my only issue and biggest compliment. I ate the first night at the in hotel restaurant. The appearance and feel is very upscale, but very relaxing and they encourage you to come very comfortable and even dress casual if you wish. I ordered a steak with broccoli and a salad. (Note that it appeared the half full restaurant, I ate fairly early,everyone was enjoying their meal and relaxing). This is where I had what turned out to be my only issue. My steak, which I ordered med/well came out rare sent back twice with it just being warmed up but still rare (warm but bloody center). The host, David, is who brought out my meal each time and took it back each time to cook up. David was very nice and apologized each time he took it and looked at it each time to know it was incorrect. Since he was being nice and I was in the Hotel staying since it was cold and I was tired, I decided to send it back one last time, again, getting a little frustrated. The third time, it took a while and it came back overcooked hard as leather. So Frustrated, this is where everything turned around. David was very Professional, again, it must have been a very rare occasion because there were other clearly enjoying their meals with absolutely no issues. When David watched me cut into my steak, he was clearly disappointed as I was to see the inside. I told him that we could forget the meal, I would just go grab something and would bring it back to my room to eat. David, still in total professional mode, said to give him one more opportunity to get it right and if i wanted it plated so I could take it to the room and eat he would. So after that conversation where I was clearly frustrated, but he was unfazed (he handled me like a champ) I agreed. I expected to be there for a considerable more amount of time, seeing that I had already been there a long time. However, David returned in a matter of minutes with another steak. He explained that another customer had ordered a med/well steak but had just arrived so he immediately put them another steak on and brought me that one already plated. David was a problem solver, because this steak came out perfect. It was one of the best steaks I had ever eaten. So what was going to be a bad end to a long day was completely SAVED by DAVID the host. David is the kind of person who you want representing your company in every way. He never gave up trying to make his customer happy, he never abandoned being professional, he handled frustration without taking it personal. He was superman in a suit. I tell you this guy was the best. I would definitely eat at hotel restaurant again and hope David is there again. The problem again, had to be a fluke and every business has them from time to time; it is how you handle the issue that is the important thing and David/Double Tree earned 5 stars for that... Double Tree you have a...

I stayed here previously in 2024, and l was very impressed. I left a very positive review because I really enjoyed my stay. So of course I came back the next time I needed a hotel in Abilene. This experience couldn't have been more different. To avoid writing an entire book, I'll just make a list: |- I was unable to check in on the Hilton Honors app|- Employees at the front desk were distracted, unprofessional, and unhelpful - even though the lobby was completely empty. I was the only one there, and the two of them couldn't seem to be bothered to help me.|- My room wasn't available. I asked for an upgrade as a Hilton Honors gold member, they seemed confused like I was speaking a new language. They gave me a "similar room" on the same floor. |- My room was half the size of the room on my previous stay. The AC was off in August. The room was unprepared, there were paint drippings all over the furniture. The desk/table and chairs (that looked like it was bought at a garage sale) were crammed into the corner by the window. There was also a cheap looking floor mat crumpled up in the middle of the room. I'm sorry I know I'm at the Abilene Doubletree and not the Waldorf Astoria, but what in the world? Cheap plastic toy furniture?|- No time in my schedule to ask for a new room, so I dropped off my stuff, turned on the AC, and left. |- Got back to the hotel at 12:45am, and couldn't get in to the building. Had to stand outside the front entrance and knock on the glass until someone came out to let me in. They were very annoyed that I dare come back to the hotel so late. Again, what in the world?|- There was shampoo spilled all over the shower floor. The mattresses felt like concrete, the plugs for the phone/computer charger didn't work. |- I was supposed to get a $15 food credit as a gold member. Staff had no idea what that meant. |- Instead of room upgrade, somehow I got a room downgrade. |- App didn't work the whole time I was there. I rarely use key cards, I just use my phone to get in/out of the room. They couldn't figure that out. |- The pool was smaller than a typical residential pool|- No response to room requests or acknowledgement of what a Hilton Honors member even means. |- Room I was given was in the far back corner of the hotel. The hallway was blocked by multiple maintenance carts every time I arrived/left. Not just in the way, but completely blocking the hallway. |- I didn't see or hear another guest until I was checking out. How exactly is this the level of service offered when there's no way they could have been busy. ||I've been staying in Hilton Hotels almost exclusively for years. This experience was enough. I'm about to book a hotel this weekend for another short trip. Marriott,...

I will start off by saying the customer service at this hotel is excellent. I booked the hotel late Friday night through a 3rd party for both Friday & Saturday night. I was told Saturday morning I would not coming back to the hotel so I checked out only to find out that I couldn’t get a refund bc I booked through 3rd party (not hotels fault it’s the fault of the 3rd party but this helps set the story)… so we just checked out and figured whatever guess there’s nothing we can do.. come Saturday evening around 11:30-12am Sunday I found out I would be heading back through Abilene that night so I called the hotel asked if I would still have a room since I payed for it and they made sure I did. It was around 2:30am Sunday morning when I finally made it back to the hotel.. I walked in to check out and they already had my room cards set aside and ready for me and had me checked in within minutes.. like I said customer service was great and all other times I spoke with them & valet it was great. Now here’s the downfall. The rooms were still a little dirty as it seemed the cleaning crew kind of rushed the job. The first nights room wasn’t terrible but we did find little messes/trash that was missed here and there. The second night however we found multiple spots that trash was left on the floor, and benches as well as a used bar of soap and used wash cloth still in the shower. I’m sure if I called the front they would have made it right but each night as I got in here it was late and I had to be up early. All in all was a good stay just need to spend a little bit more time...