DoubleTree by Hilton Ann Arbor North — Hotel in Ann Arbor

Just had the most unprofessional encounter with the staffs here, Nick W, the manager and Terrence the staff were the most terrible person to deal with. we booked via 3rd party app and called them on the first day of reservation to notify them we were not able to make it on the first day and asked about some possible options, staff 1 on the line told us he was able to cancel the reservation and send us the confirmation but never did, so I called again, staff 2 told me different thing by saying there was nothing they could do as it’s booked through 3rd party, I then explained to her their staff 1 advised differently, she then got inpatient and hung up on me and refused further communications, very rude and unprofessional behavior. It was a female staff.

So, losing the first day reservation was already not so pleasant, we showed up on the second day, assuming we weren’t able to modify the reservation as the staff suggested and terms on 3rd party email. Day 2 was also part of the reservation, but they said our reservation was canceled due to no show on first day, we explained to them that we tried to call on first day to address this issue and was not addressed a solution. I spoke to both manager Nick W and staff Terrence, both were not helpful and highly unprofessional, they told us to get a new reservation while having to lose our money from the 3rd party reservation which we originally booked, we booked for 2 nights and now has to pay again to book for the 2nd night. How does it make sense? How can they have the right to cancel our booking and tell us to deal with 3rd party for cancellation refund? This is the most disgusting encounter I have had...

Worst Hotel stay Ever!!! The place is old needs updating. Beds were very uncomfortable. Room was small. Food, not good. It was very clean though. Pool small, hot tub was not working. Would not compensate me because I thought I booked through the Hotel but was directed to a third party. Was not aware of that till we tried to check in and couldn't because this third parties credit card was declined 3 times. Had to sit in the small lobby to wait for the manager to come on shift. Even though I was unaware of this 3rd party they would not give me a refund. Do not stay here. I am 72 on social security and saved for a one night stay with my Granddaughter so after I am gone she would have this memory. It was my birthday. The Hotel never made phone contact but sent some boiler plate email to me stating they would not compensate me. Even though I ended up paying with my card. I thought with the Hilton name attached that it would be nice. I was wrong. Don't be fooled by the pictures. Hilton should be ashamed at treating their guests this way. They do not take bookings at the front desk. So most bookings are 3rd party which I conclude that no matter how terrible the stay, you will not get any compensation. I have stayed in Hotels quite a bit of my 72 years and this was the worst stay ever. Your response about the hot tub may be true but I spoke to a man when I booked and asked about the pool and hot tub and he said yes they had both. So lying to the guests All 8 wanted was a memorable night with my Granddaughter and celebrate my birthday. So not only can I not get my money back but I cannot get that night back....

Checked into this hotel on Friday July12, upon getting our room key we went upstairs to unpack before going out for dinner, I tried the TV and could not get it to turn on, called downstairs and the General Manager Brandon & Terrence Kahari knocked on the door, I opened it and showed them the issue, they moved the large cabinet out from the wall about 18inches, looked at it, tried stuff but said they would come back and take care of, I told them we would be gone and it was ok to come into the room and fix it, Upon returning the TV had not been fixed nor did the cabinet be pushed back to the wall, it was still sticking out 18 Inches from the wall. I called downstairs and Terrence came up and was told the manager left and he could not fix the issue, I asked about another room, he agreed and came back with room keys to room 200, we were in 203. I asked if that TV worked before we moved, he was checking it and guess what it did not work either, So instead of moving our stuff which was already unpacked, Terrence said he would try to get us a free breakfast at least for our issues. Upon checking out the next morning the day manager would only give us 10,000 points which equal only $ 50.00, I said that was not enough and she would not talk about it anymore. Went to breakfast, and it was not free, My wife got a bowl of cereal which costs $7.00 heck a full box only costs around 3 to 4 dollars. I have written emails to Hilton corporate office, will give them a few days to answer. Also the shower gel was empty when I got into the shower that next morning, looks as if the maid did not do her...