DoubleTree by Hilton Hotel Cape Cod - Hyannis — Hotel in Barnstable

I normally do not write negative reviews. But this was important. As with many hotels, there are other businesses on the hotel property. I joined the Cape Cod Fitness Center at the hotel a few months ago for swimming to help my knees. This summer the hours the pool was open dropped from all day to 7:30-9:30 pm. 2 hours a day at night was the only time I could swim. I explained to the desk I get a break in the summer during the day but take care of a terminally ill relative at night. When I signed up for a year membership, I was never told this would happen. The employees at the health club told me that the hotel was in charge of this change. I went up and spoke to the hotel desk. I was told that it was the health club that made the change. This went back-and-forth for about three weeks. Eventually I found out that it was the manager of the hotel who made the change and that the health club manager Had nothing to do with the greatly reduced hours. I had left messages And never received any calls back I had spoken to a daytime manager work at the hotel who told me it was the manager of the health club and she would love to help me but was unable to. Unfortunately I am saddened to say, I learned that the hotel lied the entire time, it was the hotel manager who refused to even let me use the small outdoor pool for my daily exercise. I finally chose a refund rather than fight any further. Very sad. I am a longtime Hiltons Honors member and I love Hilton. This does not portray Hilton well as being passed back and forth for 3 weeks, and having been told directly by hotel managers that it was the health club and they sadly had no control over what the health club did, just delayed my ability to make an appropriate decision. And on another note I have taken videos and photos of homeless people walking on the property which was a bit discerning and certainly not what we expect at a Hilton. I have the numbers of this hotel but will no longer do so. There is a Hilton Hampton Inn and Suites within 5 minutes so I have moved my family and their Stays to this...

The hotel staff is wonderful. Parking is ample and I felt safe around the area and property. Had dinner twice at the hotel and it was very good and I ask many questions about quality of food and how it's prepared. The location is within walking distance to Main Street where the restaurants, bars, shopping, historical area and a pier very convenient and super easy. The outside pool area was clean and peaceful. I did not go to the inside pool or the work out facilities. The outside seating and fire pit was lovely and again peaceful and there was plenty of room to spread out; in fact we had our dinner out there versus inside I highly recommend doing that.|What wasn't the best, after booking for 5 nights with a group rate I was inquiring if they'd be able to swing another one night at that rate, mind you it's $360/night with taxes so it's not cheap. They would not; even though there were some rooms still available so they basically lost that room night revenue because as we know you can't sell it once the nights gone by. Next, my business partner came later in the stay and when she arrived, they gave her a room key without asking for identification and at that point my key didn't work, and I went to the desk to get it fixed and they ID me after being there for 3 days. That was pretty disappointing, and I was sure to let them know about the no ID from my business partner. The property does have some musty smells the carpet is old and probably should be pulled up and replaced. The walls could use some TLC. Also, when it gets really hot there is a HUGE diesel-powered generator outside one section of the guest rooms and that'll run for hours until it kicks off luckily it did kick off before sleep time, but I most certainly would not of been able to sleep with that noise - it's very loud. And also, the hotel is located across from a Regional Airport so consider some traffic above there. Bottom line - would I got back?...

Marwa and Jarrod at the desk were great... the others not so much. They all stood at the computers and never looked up to say hello or greet you in some way. Not very customer service focused in my opinion. I stayed there 5 days and asked for a bottle of water on my way out of the hotel at checkout and one of the ladies at the desk (not Marwa) said, sure it's for sale over there and pointed to the hotel store. I kindly asked for 1 bottle on my way out and she said, "no, you were given 2 at check in". I've never had a hotel refuse a bottle of water to a guest- especially after spending $1K at the location. This was a major turn off for me- just poor service all the way around. The property is "tired" and is definitely older and needs updating. The property sits right next to the small Hyannis airport. I didn't hear planes at night, but you do hear them first thing in the morning. Otherwise it's a convenient location with the mall, Target and Whole Foods within 1.5 miles. Small outdoor pool. The Fitness room is REALLY big which is nice. It's fully equipped. However, it's needs a water dispenser in it. I didn't use the restaurants in this location. The rooms are in need of some updating as well. They too are "tired". The elevator is hard to find and you cannot access it from near the front desk. Luckily my room was close the the stairway access near the front desk so it made it easy for me to come and go each day. I only had to deal with the out of the way elevator for check in and out purposes. Free parking was a plus and there was ample parking and no issues with fighting for a spot during...