DoubleTree by Hilton Hotel Cincinnati Airport — Hotel in Burlington

Had a flight delay and cancellation out of the airport and needed to find last-minute booking for the night. Needed close proximity to the airport as my flight was extremely early in the morning. I was able to book a decent rate online through my normal business travel agency booking. I was quite excited as Doubletree is generally known for high-quality and sense of luxury.

They do have a free 24 hour shuttle and their response for pick up from airport back to the hotel was very quick.

But unfortunately, the hotel itself is outdated, not clean or maintained very well and food quality was poor.

Besides the fact that they do have not have any laundry services on property they did offer to shuttle me to a sister Marriott hotel a few miles away so I could use those facilities.

I checked in and got to my first room, none of the appliances, lamps or the powered desk were plugged into any outlets. The room was extremely damp and warm. I turned the AC on, got my dirty laundry, shuttled to the Marriott. Did my laundry, and shuttled back about two hours later. The AC was still not pumping cold air, and the room was still hot and humid.

Front desk was Responsive and apologetic. They were able to swap me rooms much closer to the lobby and offered me free appetizer voucher in the hotel restaurant. I took them up on the use of the voucher and ordered the boom boom shrimp to go.

After about 30 minutes of waiting for my food I took it to go back to my room. There was only about seven other people in the entire restaurant so I’m not sure why it took 30 minutes for one appetizer. I did hear two gentlemen complaining about their steaks, being extremely tough and difficult to eat.

My food was unfortunately, quite disgusting. The fried shrimp were microwaved and there was no salad base or garnishments to them. I ate about three of them before I couldn’t stomach it anymore. If I were to have paid for this meal, I would’ve had to go back and return it. As the price on the menu would’ve been $22 for eight fried shrimp.

After finally showering and getting into bed, I kept hearing a beep in the hallway every 45 seconds. I tried to call down to the front desk, but realize that my phone wasn’t even plugged into the wall. So it didn’t work. Went down to the front desk and explain that there is a beep, most likely that a battery was low in one of their smoker Or CO2 detectors, going off in the hallway and that I would appreciate if they could attend to it as I was getting up at 3:30 in the morning and it was already after 10:30 PM.

It took another 20 to 30 minutes for anybody to respond to eventually make the beeping in the hallway stop.

Unfortunately, I could not recommend this hotel to anyone at its current state. Thankfully, the front desk staff were quick to respond responded with a smile and did their best to achieve making my stay more pleasant than...

First I want to say we chose this place because we are loyal to the Hilton brand.

This hotel however was a HUGE disappointment. It started when we checked in.. we arrived in our hotel room.. and it looked as though the room was being eradicated of bed bugs. The box springs were nasty and all exposed ..the beds had lumps in them... The room smelled like human pee and musty. No mind you we are diamond members and this was really gross.

I called the front desk and she apologized and got us another room. We had to pack back up again.. we moved rooms this room looked better but was still musty , no refrigerator our room was suppose to have one.. then while.my husband brought the rest of stuff in I put television on so I could cast a conference call we had coming up. And tv would not turn on remote wouldn't work at all.. we had to call maintenance ..they couldn't fix and asked if we wanted to move rooms again we declined as we had already moved enough and I am using a wheelchair.

So in middle of night tv woke me up blasting.. I noticed my nose was all stuffed up and went into bathroom and noticed there was mold growing up walls around the bathroom door. That's healthy..

After a night of barely any sleep housekeeping began knocking on our door at 8:50 am with a noon checkout. Then they came back again at 9:30am knocking on door saying housekeeping.. told them we were sleeping a d to please stop knocking.

I get up to get our sandwiches that we made for the morning so I could take my steroids I have to take with food because of cancer treatment and all of our food was frozen solid.

On our way out I told the front desk associate that our stay was not very acceptable and she kind of schmirked and said oh I can credit you points.

This hotel needs to get their service together and fix.the stuff that is broken. Oh and we had a room with two queens beds and they gave us a total of two towels so we had to go down and ask for towels. We should not pay to stay somewhere and have to take 4 hours to prepare our room.

Then when our food was frozen my husband went down to restaurant to get breakfast and waiter said that cook wouldn't tcook anything gluten free for breakfast for us because it was 10:04 am and breakfast closes at 10 am.. but their fridge froze our food.....but its obvious customer service is not this hotel's...

Not going to lie, this review started out as 1 star experience due to the hour waiting period for their shuttle from the airport to the hotel (the hotel is less than 2 minutes away by shuttle). We made 3 phone calls to the front desk explaining we were still waiting and he kept assuring us he was on his way. Of course when you come in on the red eye and you haven’t gotten any sleep you tend to be pretty irritable. We ended up calling an Uber because there was no room once the shuttle showed up and we were tired of waiting.Upon pulling into the hotel, there were no signs as to where the Uber should drop us so we had to walk all the way around the building (adding again to my frustration with the hotel). Once we finally found where to enter the hotel, we were met by the gentleman at the front desk. Doubletree I’m not going to lie, if it wasn’t for this particular employee that I had my business interaction with, I would go out of my way in the future to not book another room with you again (I know not really threatening to a multi billion dollar corporation but still I was pretty angry that the shuttle employee wasn’t doing his job. If you needed the ideal employee to mold and teach all of your other front desk associates how to handle a guest who is pretty irritable, that gentleman is who you need training everyone. I did not catch his name but he was working the front desk at 6:30 this morning (June 3rd) was extremely empathetic towards us having to wait and went above and beyond the call of duty to make sure we were happy due to the inconvenience. Because of him, I am giving you and your hotel (besides the other BS) 5 stars. He earned it for your entire corporation.

Words of Criticism. Train your shuttle service drivers to actually be Circling the airport terminal pick up every 10-15 minutes as you promise on...