DoubleTree by Hilton Hotel Flagstaff — Hotel in Flagstaff

Stayed here on Friday of last week. I called prior to arrival to add a guest to my room so that they could check in as well. The Front desk said they could do that for me and that she was added to reservation. Upon arrival my extra guest offered their identification for check in purposes. Upon seeing the credentials the front desk said ok we see you are an added guest on this reservation and was checked in. I then called again to the front desk to ask about the $15 dollar store credit that is offered through Double Tree Hotels. I was then told that the main person on the reservation had to be present to check in and receive the credit. My guest already had received the keys to room 417. My guest returned to the front desk to have the $15 dollar credit "Added" on to her room cards. This is when the front desk employees took the keys away and refused to return them to my guest who they had no idea of knowing if she had already been to the room and dropped off any personal items. They then told her that they were not going to return the keys to my added guest. I then called the front desk on why she was assigned a room and everything literally had been checked fully into the system. How is it okay just to have your keys ripped away from you after you did the process correctly, she should not have been treated that way for a mistake made by their front desk team by not checking all the credentials on the initial check in process. I then asked to speak to the manager because they had no idea on if my guest had left any belongings in the room by then. I spoke to the manager Keayra Benavidez to where she had zero solutions on fixing this unnecessary issue. I was then transferred to the General Manager Brian Tsosie where I sat on hold for 20 min and got fed up with waiting. I then called back after 5 minutes to be transferred to the GM once again. When Brian finally made time for my call he told me that if I was aware I was speaking to "THE GENERAL MANAGER" and tried to use that as intimidation tactic. Overall they were EXTREMELY rude to my guest who had done nothing wrong in this situation. This whole situation once again was their fault and they continued to be of no help on resolving this problem. Being a Hilton Member I believe I should have been treated with the respect I receive at ALL other hotels owned by Hilton. The fact of not only being a member I am paying for this room. ALL the employees were of no help AT ALL and continued to be RUDE, ARROGANT, DISRESPECTFUL and RACIALLY BIASED especially the "MANAGERS" (Brian Tsosie and Keayra Benavidez) also Courtney followed the lead of her Managers and acted in the same way. Courtney threw all the blame on my guest, when in reality Courtney started the whole issue by not requesting all the proper Credentials, She then proceeded to cover her back by saying she did not hand any keys over to my guest. The only way to resolve this whole issue was for me to drive 2 hours to the hotel. Once we were finally checked in again we received room 417 the room that they DENIED and DENIED that we had ever been checked into. I have also attached numerous images of how the room was covered in random stains. Instead of offering a new room they only offered for someone to go clean the room, to which the responded is the room really that bad for us to send someone to clean it up? They wanted to send someone that NIGHT we were checked in by 4pm. What were we supposed to leave our room after 9pm once we were asleep since the policy is for the guests to be out of the room for cleaning. That is a TERRIBLE solution to a problem to where the “MANAGERS” or employees could have gone to give a nice detail.Flagstaff is a beautiful city that I recomend for everyone but this “3 star hotel” should be in the same category as a motel 6 or travel lodge that charge $40 a night. Spend your money else where and enjoy your stay in beautiful...

To Whom it may concern at Hilton Hotels,

I have two primary goals in writing this: 1.) I would like a refund for the $250 fee placed on my card and possibly a refund for the whole stay given what I have to say 2.) For policies to change so that this never happens to other travelers

I selected your hotel because it said it was pet friendly. I booked and reserved a room, but when i showed up I was surprised at check in with a "no pets alone in the room policy"

Which is not really dog friendly, you see. When people go on vacation, they often go out to eat. Bringing a pet with you isn't always feasible: i have two six month old puppies who are small dachsunds. The lady said oh we can suggest many patio restaraunts- but that's not really appropriate for two tint dogs in 38° f weather.

The ENTIRE reason I booked this hotel, was so i could go skiing in the afternoon. This pet policy - which is not mention on the website or obvious - ruined my whole weekend. The whole reason I got the hotel was so i could ski, only to find out that I could in fact not leave my dogs while I went skiing.

Not disclosing the policy before the reservation - not until check in, after you've driven hours and paid- is quite shady. One of the staff members i spoke with claimed it was not shady, however I cannot think of another reason why it wouldnt be posted up front when making a reservation- people would realize they do not actually want to stay with you. So you suck travelers in, saying you're pet friendly, but when they get on their vacation, they cannot fo any of the stuff you planned to do

The lady said if I didn't want to sign the policy, that I shouldn't have and that they would have given me other recommendations for a stay.

That's certainly not the impression I got, I was pressured to sign it and the staff member filled out the rest. I was really unhappy to be surprised by that policy because I wanted to go skiing the next day and it was already so late and cold.

Even if it's not a purposeful deception (which it is) it is still incredibly rude to your clients to not inform them of the policy until check in

So i booked thos hotel, and this ski lift pass, only to find out that I can't go skiing and don't need the hotel because it doesn't serve the one purpose I needed: being pet friendly.

Then the hotel has the audacity to charge me an extra $250 for them making roo much noise.

That's like saying "we're a kid friendly hotel," and "oh your baby cried too much... we're charging you $250.

Hotel Hilton doesn't disclose this policy until it's too late for their clients, then traps them and makes them pay extra

I left the hotel before my second reserved night because I felt so frustrated and it didn't serve the purpose I paid for

Furthermore cassidy hung on me when I was illustrating that people have a personal responsibility to do what's right, not to just follow policy (a policy that i wasn't told about until after I checked in).

I wanted my $250 back. Now I want an entire refund because I realized this is theft of services and purely messed up. Travelers should be informed before they arrive that their pets cannot be left alone while you go out to eat or ski...

I don't have very many positive things to say. Oh, I know! The mattresses were comfortable, and the bartender made a good margarita. That's it. Where do I start with this place? First, as I check in, I am handed a map of an ongoing construction project in the parking lot that starts early mornings during our two-day stay. If our cars are in the way, they tell us, they will come knock on our hotel room door to get us to move our vehicles at dawn when construction crews arrive.... or it will be towed away at our expense. Say whaaaaaaaat??? I would NEVER have booked a room with this place if I knew early morning construction would be happening during that time! And they KNOW THAT! So, they don't tell you until you are handing them your credit card at the front desk. SHEISTY. We found nails and other construction debris in the parking lot that could easily destroy a tire. Next, we paid for connecting rooms and when we tried to open them, they were stuck closed. After some serious prying... we got them to open and saw the issue. Both doors were cracked along the outer frame and were splintered, as if they had been slammed hard. They would not close again because they were so damaged. We let the front desk know but continued to use the room anyway. There was no complimentary coffee or tea in the lobby, and you had to pay for an expensive breakfast if you wanted any in the morning... wth is up with that?? There was a coffee maker in the room, but the creamer was curdled! This is the DoubleTree and we paid good $$ to stay and there is nothing that comes with these rooms. You guys can't give us some juice or donuts or fruit in the morning? Wow. The outdoor pool says "heated", but it was absolutely freezing. We could hear people above us walking around (sounded like elephants but I'm sure they were not elephants) and a couple having a good time next door to us, which means the walls are too thin and cheaply constructed. There are no exhaust fans in the bathrooms, which means if someone drops a big one, everyone else in the room gets to enjoy the scent afterwards. The lobby was cold and sterile, with one tiny microwave for the entire hotel to share there. I do not recommend this...