DoubleTree by Hilton Dothan — Hotel in Dothan

I stayed at this hotel for 2 nights, checked in on a Saturday night July 25 and checked out Monday morning July 27. When we got to our room everything seemed fine. We had a room with a balcony and at the time I thought my boyfriend was going to go outside because he was messing with the door, this will make more sense later. For the next hour that I was in the room I kept seeing little bugs flying around. I killed all of the ones that I saw and didn’t think too much of it and went to bed. The next day we left that morning and were gone until late Sunday night. When we got back to our room we noticed our room never got cleaned by housekeeping. Our bed was still unmade and we didn’t have new towels either. We decided that we would mention the bugs and the lack of cleaning when we checked out. The next day before we checked out we were sitting outside on the balcony and I looked at the window from outside and noticed the same little bugs that I had been killing were all on the backside of the curtains. That’s when my boyfriend mentioned that the balcony door wasn’t closed all the way when we first came to the room and that he had closed it. So obviously the bugs were coming in from the door not being closed properly. When we went to check out the young lady working asked if everything was okay and we told her no and explained everything that happened. She was visibly upset by our complaints and said that she would comp our stay for us due to the problems we had. She mentioned our issues to another person who was in the lobby with her but what was said I’m not sure. She apologized for our problems and we left. I was expecting to have the money I paid back in my account within the next few days but I never saw anything. I called the hotel back and the gentleman working told me to call the next morning and speak to somebody named Barry. When I spoke with Barry I was met with an attitude. I explained the situation to him and gave him my Info from my stay. First he explained that they don’t clean the rooms during your stay, only after you leave especially now with COVID going on. I told him that was never explained to us otherwise we wouldn’t have been upset about it. He said there was no indication that we should have been refunded for our stay and asked me what I was wanting to be done. I told him since I was told our stay would be comped I wanted my money. He asked who I spoke with when I checked out and I described the woman to him since I didn’t know her name. He said he would try to get in touch with her as she wasn’t at work at the time and that he would reach out to me no later than the next morning as he wanted to do what was right. The morning came and passed and I hadn’t received a phone call. I called back again and was told Barry was gone for the evening and they couldn’t say if he would be in tomorrow. At this point it seems they aren’t going to refund my charges and I’m planning to file a dispute with my bank. I realize that I probably should have said something at the beginning when I first noticed the bug problem but I’m not the type to complain about things. But the fact that our balcony door wasn’t closed all the way shows neglect on somebody’s part because it should have been closed and locked completely prior to our stay. Not only is it not sanitary because bugs can get in, it’s also a safety concern. Also, if room cleaning isn’t done until after your stay is over I feel that information should be provided to guests during the check in process. I understand that processes have changed because of COVID but it needs to be communicated to the guests. The hotel was gorgeous and if I hadn’t had the problems that I did I wouldn’t mind staying...

For the record I am on the road around 200 nights a year and Diamond with Hilton and Gold with IHG. Stayed here last week and would of given it 4 stars but after last nights stay it could easily go to one. First off I like the hotel and layout. A little noisy in the rooms and the cable tv system sucks but manageable.

People were mostly nice and friendly.

Here are my issues:

Stayed last week and called ahead asking if I can get a balcony room. No problem Mr Kyle you are a god member and we will move you there.

This week.....called ahead and was told no that their manager said if I wanted to pay for the difference I could. Not what I wanted to hear but what can you do. Got to hotel and same person checked me in. Went to the room and partially unpacked. Went to the bathroom. Strong cigarette odor. Ughhh. Not good. Called front desk and she said come down. Other hotels offer to move me or at the very least bring me a key. Ok. Check with her. Same room up one level.

Go to restaurant for dinner and a beer. Only decent beer on menu is a IPA and after some confusion they say they have it. Great. 4 minutes later no beer. Check in and it is past expiration date. Ok I will take a Sam Adams and order my food. Few minutes later told they don’t have any rice. Ok take the potato and headed outside for fresh air and enjoy my beer. 3 minutes later the cook comes out and barks at me telling me I’m it allowed to have glass and I need to get a plastic cup. Thinking a lot of things at this point none good. First is what are you doing out here worried about me when you don’t have any rice. If you spent as much time worrying about me 50 feet from the pool then you do about the food.... you get the point. Screw it. I’m hungry and go inside and the salmon was actually very good. Potatoes were great!

That night I enjoy my cigar and bourbon on the patio which is very nice but I prefer a balcony. Hotel staff told me earlier they had 60 approximately reservations. I count the balconies. 27 of them. Only 10 had a light on. No way are they getting used. Now I’m kind of pissed.

Checked out and asked person to have manager call me. Later on she did and walked thru my stay. She defended her hotel policy on the balcony since those rooms for for more money but indicated she would address the kitchen issue. She stayed some shoes are more expensive and cost more. I told her it doesn’t cost then a extra nickel to put me in a unused room and I do have some status with IHG (holiday inn corporate)

Last month i travelled to Chicago. Got upgraded into first class as a gold member with Delta. Seldom happens but Delta would rather reward someone for their loyalty then let a first class seat be empty. That’s my point. Take care of your customer. I should of been offered points, coupons etc and got nothing. Didn’t ask for it but if I was at a Hilton property It would of been a given. So two stars due to crappy policies and kitchen issue. If you don’t care about a balcony and just need s place to crash for a few bucks you will be fine. Longest review I’ve ever done. Ughhh. To much time...

This has been by far the mostdisgusting and disappointing experience I've ever had at hotel. Tonight was the last of three nights in this establishment - we had two rooms. After being out for the first half of the day we came back to the room to find the room smelled horrible, bedding stripped off the bed and tied in a knot, pillows on the floor and the shower doors leaning up against the sink. Apparently the bathroom and a sewage back up (there was sewage and dirt in the shower) NO ONE at the front desk tried to contact us. When we called the front desk and asked for the Manger to come to the room her response was "No Ma'am." Kimberly Brown, the general manager of this horrible operation, had the opportunity to make this right. She could have apologized and offered to comp the room for the rest of the stay. However that wasn't the case. Sadly, we were greeted with nasty attitudes, eye rolls, and lies. When we asked why we were not contacted about the issue we were told two different things. One person said they didn't have our contact information (have you ever stayed in a hotel and they not have your contact info) and the other person said they did try to call us and didn't get a response (not true) . Kimberly Brown, the general manager, and her front desk staff seemed to be annoyed and bothered by the fact that we were upset about the way the situation was handled. Additionally, she thought that offering to give us another room (obviously) and free breakfast was sufficient. When I asked if the room would be complimentary for the evening, with all the attitude she could muster up she replied "No, if you stay in a room you will pay for it." When I asked for her contact information for a district manager or corporate office I was given a 800 number for reservations on a scrap piece of paper. She then walked away. Clearly, the staff takes the que from the top because they all had the same nonchalant, careless, nasty attitude. I've never experienced such behavior in a business that is cented around hospitality. The staff was rude and flat out disrespectful. I haven't been successful in getting contact information for a district or corporate office but this is just the first of many reviews to be written and I will stay on the phones until I find someone who care enough about their customers to take ownership of the experience and lack of professionalism. There is not another Holiday Day Inn property that will get my business. I'm sure things would have been handled differently had I been at the Marriott, Hilton, Hyatt,...