DoubleTree by Hilton Hotel Fayetteville — Hotel in Fayetteville

EDIT: Management reached to me regarding this but only the response you see below. Now they want me to contact customer support which needs ll the info typed again. No thanks. Feel free to contact me directly if you'd like........(Original) I have been staying at Hilton properties for years and have been a Diamond member for some time. I am at the point I will no longer look just for Hilton properties when I need hotels. More and more I am seeing that being a Diamond member really means nothing to the properties where I am looking. The last 2 Doubletrees (this one included) have left me wanting. The previous one I finally demanded my money back utilizing the money back guarantee. This one is not bad enough but I won't be back to this hotel. I called on my drive yesterday saying I could be a little early. It was 1:30 PM and I did say it would be 2 or a little later. The lady on the phone made it clear she has no idea on the availability of rooms and that I would have to pay an early check in fee if there before 2. I was shocked at this as I have needed to check in more times than I could count and the Hilton properties always did what they could to assist me with no mention, ever, of an early check in fee. I arrived at around 2:50 and they said my room was not ready on the ground floor that I requested. Again, little benefit to Diamond members anymore. I was put on the 3rd floor which I did not want but had no choice. Yes, I was 10 minutes early but come on. First thing I noticed in the room was that the toilet was flushing real slow. I should have said something at the time but just assumed it was slow regardless. Nope. By morning it was full on stopped at 5:45 am. I called the desk and a hotel this size had no maintenance staff on board so the front desk clerk (very friendly) brought up a plunger. I was able to get it working the way it should have to begin with. Does the cleaning staff not have to clean and flush these while they are in there? I had one bar of soap to use between the sink and the shower and the towel shelf in the shower is very loose on the wall. Are things like these not reported? When I checked in yesterday I noticed two premium parking spots right at the front door for Doubletree company vehicles. Really management? You cannot leave the vehicles further in the lot so these spots are freed up for customers? Something else I have never seen before. My breakfast this am was at best just so so. Again, not the Doubletree of old. Also found the ice machine near me on the 3rd floor did not work at all. I asked an employee and learned it was down on the first floor and all the way at the end of a long hall. Not an easy walk if you have any physical disabilities or issues. The hotel was clean and the bed was comfortable. It’s easy on/off I-95 and fairly close to some restaurants but mostly fast food...

Normally while staying at a doubletree by Hilton the service and amenities tend to exceed my expectations, however this was not the case at this specific hotel.

The first thing is the smell of tobacco or cigarette that is really throughout the entire building, but seems to be more concentrated in certain rooms. I know this would require a complete carpet in depth clean up or replacement, but at least they should install air fresheners in each room/area to compensate the smell for a non-smoking facility.

Another thing is curtain in my room had a torn-seam in in the middle of it that may have been caused by careless handling.

Also the pool facility was closed during the stay, but whilst booking, there was no information that it was closed even though in the past couple of days it has been with a temperature of 79F during the end of October season. There was no sign at the door showing this or apologizing for the inconvenience. While walking around the hotel I entered the pool area in the back patio, and let he door close behind me, only to find myself locked up. Tried the key several times, but was not able to get back in, which lead me no option but to jump over the fence around the pool area.

The last item is that there is a garden room area that is shown in the floor plans close to the back patio, but at the moment the area is closed down and from the patio you can see that it is being used as a storage area with torn papers covering the windows, probably because it is waiting for remodelling, however to be able to preserve the elegance of the hotel I think the windows should be better covered.

As a conclusion from my stay at this hotel, I believe that with some simple improvements that do not require a lot of investment would make the stay at this doubletree by Hilton hotel much more pleasant, so it can be closer to the hotel-line standard that...

We made a reservation that was clearly for a wheelchair accessible room with a roll in shower and that is what we paid for. I arrived and it’s a regular room. I asked the front desk and was basically informed I was not going to get the room I reserved despite their system showing it. They had non caring attitudes as if I was in the wrong by expecting what I reserved over a week ago. These people the hotel had my phone number and COULD have called me to tell me they could not accommodate me despite the reservation, and fairly refunded me which was the RIGHT and FAIR thing to do. Instead they wait till I showed up to tell me. On top of all of that, I prepaid for my stay and NO HOTEL I HAVE EVER STAYED AT DID THIS TO ME - so, I figured it was safe to do a no refundable stay. I regret that now. I paid $281 for two nights for me not to even be able to take a shower SAFELY. The front desk ladies had no care about it because they obviously are not wheelchair bound and likely have no clue nor care about people in that situation. Then they charged me $250 as a refundable deposit. I will NEVER stay here again. We stayed here 15 years ago on our wedding night and came back to stay at the same hotel to celebrate our anniversary. The trip and the occasion was ruined because of this. This hotel is fortunate that I didn’t get hurt in that bathroom trying to bathe in a non accessible setting. I would have filed a lawsuit and I’m actually reviewing legal options as it is because I feel the staff themselves, meaning EVERY PERSON that worked at the front desk, acted in a discriminatory way. They treated me like my complaint meant nothing to...