D. Hotel Suites & Spa — Hotel in Holyoke

I have been staying at the D for years , it is an amazing hotel especially for the price and is located to many of Western Massachusetts most notable attractions. The rooms are always great and the staff always exceeps their expectations , the breakfast they have is always top notch and you can tell it is made in house unlike many hotelsh which lack the wulaity in their free breakfast. The reason I algivong this a low review is last time I stayed I encountered s problem , as many people in Massachusetts know marijuana was made legal recreationally and one of the most prominent dispensaries is located within a few miles of the hotel . I myself went and purchased a good amount before my stay here . As people familiar with the quality of the marijuana they sell there it emits a strong odor even when raw , upon checkout I was told that I was being charged for smoking in the room as one of the cleaning ladies stated she smelled smoke. Me and my fiance were we're caught off guard as we would never smoke inside. We came to find out that because my luggage contsined an unopened bottle of marijuana the smell lead them to believe we were smoking when we weren't. we were charged as of we had been smoning in the room. I believe management needs to be made aware that many people staying will run into this issue as without it being smoked it may leave a residue in the air , I believe that management should be able to determine the difference between when it is smoked and the natural smell that may linger from just having it on your person . I was exreextre upset to have been spoken to like I would smoke inside as I would not even smoke inside my own residence. If they want to avoid this they either need to ban marijuana from the premises or learn the difference between smoked and raw marijuana. I will not be staying here for a while though I am a very loyal customer due to the fact that we were told.we we're lying about not smoking inside. I'm sure others will run into this I the future , I would like the management to step up.and offer me something for what we had to go through and the money that was never refunded to us. To people staying here I would not suggest carrying any amount of marijuana as it appears you may risk your deposit even if you are obeying the rules. This is a disappointment for the D as I have ever had issues before or been accused of something that I did not do. Please try to fix how you go about this in the future . Regards...

I stayed at D Hotel for my best friends wedding, where I was the best man. When I arrived, the front desk staff was very overwhelmed, which was understandable since there was a large group of people attempting to check in. When it was my turn to check in, a woman named Julia took my driver's license to find my room. I also provided my room ID confirmation number from the email that was sent when I placed my booking.

Due to how their payment system works (it takes your money, then asks you to confirm who you are), it wasn't until after they took my money that it was made apparent they charged me for the wrong room, a difference of approximately $50. Julia proceeded to apologize profusely, and the man next to her whom I assumed was a supervisor said they would compensate me for the error and I would not need to pay for my room at all! That's more than I would be looking for, but if that's how they handle business errors, who am I to say no to that! That's exemplary service, but was a false promise.

A $50 error doesn't break the bank, so I reassured Julia that everything was going to be fine, I'm not a bad guy, I'm not going to cause a scene or anything like that. She continues to apologize, reaffirming me that everything would be made right. I went up to my room, had a great time at the wedding, and moved on.

Two weeks pass, and I find that my credit card still has not received the credit for AT LEAST the hotels error, let alone the amount for the false promise. I call, and the woman I spoke with says she will need to pass this info on to someone else. A week and a half later, I have not received any contact from the hotel staff.

I've spoken with the bride, whom has been working in tangent with me to get this resolved, and she was received several stern emails FROM JULIA saying that they will not be refunding any money to anyone, and that WE AS CUSTOMERS should have caught the error before it was made. Umm, seriously?! I gave you my ID and booking confirmation, and you still messed up, how is this customer error? I wish I had caused a scene in the moment, maybe something would have actually gotten resolved, because now they can just ignore and deflect.

Overall, I'm viciously appalled at how this experience went. Between the lack of simple service skills, the false promises, and them basically STEALING my money, there is no way I can possibly give them anything more than a 1...

I would not recommend the D. Hotel. I got married at the Log Cabin in June and there is a very stark contrast between the service at the Log Cabin and D. Hotel. Despite them being advertised as convenient to use together, there is terrible communication between the two. Regarding the wedding gift bags and shuttle, both myself and my mother in law had to advocate for ourselves multiple times to accommodate us. They do so many weddings here, how is this not better organized?

I could forgive all of this if I wasn’t charged for a room I didn’t stay in, AS THE BRIDE. Somehow when the contract was finalized, I was assigned to two different rooms and no one noticed. While it was my responsibility to see this, they also should have questioned and noticed this as well. Especially because I was only given 16 rooms in my room block because of “limited availability”!

When I checked in to the hotel, I walked up to the front desk with my best man. Julia thought that he was my soon to be husband, and then charged him for my and my husbands hotel room. When we told her he wasn’t my husband, I was told “we’ll refund that for you, no problem” and many times assured me that my best man would be compensated for the extra charge. I then checked in for my room, and I was charged for a room on the 5th floor. AND, my husband was charged for my best man’s room on the 3rd floor! When the reservations for rooms are made months in advance, how do multiple people get charged for the wrong rooms?? Julia then makes me panic a bit and asks me if I’m okay with the room before I even see it. I don’t know? You do weddings here, you should know what room wedding parties stay in, right? Then she brings me to a room on the 2nd floor. Again, I have to emphasize I was charged for 2 rooms (one on the 5th floor and one on the 3rd floor) and only stayed in 1 (on the 2nd floor!) Upon realizing this, I contacted the hotel and they are extremely unhelpful, and they refuse to refund the additional charge. They made several promises they did not uphold, cost me $600 extra on my wedding day, and added extra stress. While I would absolutely recommend the log cabin, I would not recommend staying here, especially for your wedding, and I’m quite upset that they refuse to recognize how their own mistakes caused...