DoubleTree by Hilton Hotel Biloxi — Hotel in Biloxi

This is my Honest (and long) review from my time here from July 25th - July 27th.

When we arrived at about 4PM, our room wasn't available. She said the only one available was a hearing accessible room, so we took it, eventhough it was less than what we'd bargained for, and we weren't even given a discount.

The hotel itself was dirty; there were clumps of dust and a few dead bugs on the floors of the elevator, and around the front entrance. The walls of the elevator had torn up wood (or side paneling) with chunks missing.

The cafe/"resturaunt" was clean, but the two days we were there, every time we checked, no one was at the bar, and there was no indication that food was being served at all. We understood the Covid Precautions and knew there wouldn't be the typical breakfast buffet, but we had Not One Meal there because it was empty every time we checked.

The room was unforgettable. First things first, despite checking in at the right time (after 3PM) our premium room wasn't available, and we agreed to take a hearing accessible room, and it was given for the same price as the other.

Walking into the room, it was Very Muggy, and Very Dirty. The two days we were there, our AC went out repeatedly, and we would have to fiddle with the dial for ten minutes for it to kick back on.

The water was Yellow!! We had spent the two nights prior at the Beau Rivage, so we knew the yellow water wasn't a location issue (because they're maybe 500 feet apart, and the Rivage is closer to the water edge.)

Upon arrival, there was a sticky something all over the bathroom counter, the toilet bowl was dirty (with what I'm sure you can imagine,) and Good Lord the bedding. There was a big ugly brown circle on the sheet, and a Corresponding brown circle on the mattress cover - PROVING the sheets weren't changed!! We always bring our own sheets and comforter, but the disgust with the thought behind it was more than I can say. What kind of hotel doesn't change the sheets?? We laid a hotel pillow over that spot and avoided it all together.

After discovering there was not a phone in the room, we called the front desk from our cell, and they didn't answer; despite calling more than once. Upon seeing the sheets and shortage of towels, I went to the hallway and called out to a passing housekeeper twice, but she ignored me. No one from housekeeping bothered to check in on us to see if we needed anything, at any point, and we were never told of any special circumstances with that. We couldn't reach the front desk by phone, and every single time we went to the lobby, the desk associate (always only one) was either completely bombarded, or absent.

We couldn't use any of the amenities we thought we were getting, the pictures were Very deceitful, and it was just an all around Horrible experience that we couldn't get out of, because they were going to charge us whether we were there or not.

I wanted to file a complaint before we had to leave Biloxi at 9 AM, but of course, no one was available because the Single person they had working up front was completely overloaded. I tried calling the next two days to file a complaint, and of course, no one answered.

I will continue to use Hilton like I have been for years, but I don't see myself Ever going to this...

Update to my original review and response to the Doubletree Biloxi response to that review...

The hotel reply to my review is nothing but double talk. I contacted Hilton corporate on June 6 (3 weeks after not hearing from the hotel after sending a direct message on May 16) and I also posted the original 1 Star review on Google Maps on June 6. The hotel posted a response to my Google Map review on June 8 or 9, a couple days after Hilton corporate responded to me and said my complaint was forwarded to hotel management. As I write this follow-up I have still not heard from the hotel.

To the hotel - I know your phone number. I already called several times on May 16 and sat on hold each time until the call disconnected on your end. I don't need to call you to provide more details, there are plenty of details in this review, in the original message I sent to you on May 16 and from Hilton corporate.

I (and I suspect many others) are sick of businesses and people in general being unwilling to just say "we screwed up and we want to make it right". I have no plans to return to Biloxi in the foreseeable future but I will stay in many Hilton family properties. If you truly want to be accountable for failing in one of your most basic responsibilities to your guests (answering the phone), you can add enough HHonors points to my account (which you can easily find in the message you received last week from Hilton corporate) and send a note directly to me via email (not a phone call) that says you apologize for causing me to cancel and scramble the day before my arrival to find another property in Biloxi on the beach - at an increased cost compared to what I would have paid had I booked elsewhere a month before my visit as I did with the Doubletree Biloxi. We have nothing to talk about that would require me to try to call you again, or that would require me to write an email to a corporate "support" email account. I will not hold my breath but I will be pleasantly surprised and I will update this review if you do the right thing.

Original review... I booked a King Gulf facing room and requested an upgrade (I am a Diamond Hilton customer). I received confirmation of my upgrade request via email which was nice and appreciated. I learned the day before my arrival that I would need to pay $35 for a Gulf facing room which I was already paying for in the original reservation. I called the local hotel number 3 times to clarify the room and rate. Each time a female answered and immediately put me on hold before I could say anything. I waited on hold until the connection was dropped each time. I ended up cancelling the reservation and staying somewhere else. Terrible customer service. And after writing a recap of this negative experience on the hotel’s mobile portal in the Hilton app 3 weeks ago I have still not received any response. That’s why I am writing this...

As a diamond member who has more than 60 stays this year I must take my the time to share some feedback about my recent stay. Overall this property is a mid-level Hilton property that didnt truly hit all my expectations as a "Hilton" branded hotel- However "satisfaction guaranteed" is not a real thing - You still pay hahaha!!!!.

I understand the staff works very hard to maintain the hotel and ensure they are providing a warm, welcoming, and comfortable experience to all guests, however without the necessary and needed updates over time things become dingy, broken, or just flat missing from the room. In our case No refrigerator for 5 days, dirty/broken hot tub, a broken phone, stained carpets, musty smells, dirty grout around tub (mostly the same things everything from past reviews have reported - with the constant reply from the owner giving his word he will fix) The comments say: "Rest assured we will address and fix the issues" Everyone should be able to see can this place is not truthful with its guests---- Please examine the owners past responses time after time. I will say there are some positives about staying here that corporate has implemented: the Corporate Hilton daily food credit mades a trip a bit better. Also with double back nights also helps - these are corporate level offers. **This hotel owner should stop making promises and just step it up (and keep his word) so that his reputation, staff, and the Hilton brand is reflected at a higher level of quality. It will take him spending some money. This hotel could be great; the potential is here with a strong leader at the top!

I am sure the "owner" will gladly reply with more false promises- WHY??? JUST FIX YOUR HOTEL DUDE!

We cut our stay to check out early and decided after 3 days of not having room cleaning- we would move to a better hotel. This place has a "hotel policy" that they won't clean your room until every 3 nights? WHAT? This is something that anyone thinking of staying here for any length of time truly needs to be aware of: THIS HOTEL IS SHORT STAFFED AND CANT CLEAN YOUR ROOM - We will not be returning here in the future after hearing all the excuses to why our room hasn't been cleaned in 3 days during a 5 night booking ---Ridiculous Policy!!!

Look at all the replies from this owner over the past months: same stinky responses "rest assured we will fix the problems" "satisfaction guaranteed" - Where is the satisfaction? ----we are still paying.....EVERY-TIME THE OWNER COMMENTS WITH A REPLY ITS ANOTHER LIE. NOTHING IS BEING DONE FOR CUSTOMERS. THERE IS NO SATISFACTION GUARANTEED NOR ARE THEY FIXING ANY PROBLEMS.

Please take my review as a warning; it's coming from a man who stands for truth, justice, and the AMERICAN way ---- this owner is constantly showing no ethics, or care about his own name, reputation, staff, or the customers he serves. STAY...