DoubleTree Suites by Hilton Hotel Huntsville South — Hotel in Huntsville

READ THE REVIEWS BEFORE STAYING!!! BECAUSE UNFORTUNATELY, WE DID NOT! First off you can see from my profile that I don't usually take the time to write negative reviews. But after such a horrible and unreal experience, I felt I had to. To warn others.

Our experience with this hotel was terrible! Before we checked in, the lady at the front desk had a horrible attitude, which should have been a red flag.

The next day, my husband noticed we were charged an additional fee of @ $270 on our debit card. He goes to speak to the rude woman with a bad attitude at the front desk. She says it's for incidentals and would be refunded after the stay. OK, cool. LIE!!!

A week later, still no refund. They overcharged us for the room and intentionally lied to his face about it. We made reservations online for $77 per night. (With confirmation to prove it)

Instead, we were charged almost $200 a night without notice. We were NEVER informed we would be charged this much for this room! Who would overpay that much for this old rundown, outdated tiny hotel room by choice? We could've stayed somewhere waaay nicer with more space and FREE breakfast!

When my husband called about the money that was STOLEN from our account, the General Manager literally said he refused to talk to him about the issue and STOLEN MONEY. My husband asked for his boss's name, and he REFUSED to give it to him. He told him to call Corporate and hung up on him.

I work in customer service and I have also worked in the hotel industry. I would NEVER treat a customer this way for any reason. The general manager and the lady who works the front desk who has a bad attitude should find another line of work. Because customer service and hospitality are not for them.

DO NOT STAY HERE! I'm positive Huntsville has better accommodation!

UPDATE:

DEAR MANAGEMENT

EVERYTHING THAT I STATED IN MY ORIGINAL POST IS ABSOLUTELY CORRECT, FACTUAL AND BY NO MEANS A MISREPRESENTATION. UNLIKE YOUR RESPONSE.

FACT #1. IT'S GOING ON 4 WKS... STILL NO REFUND OF $270 FOR INCIDENTALS! WE KNOW THE DIFFERENCE BETWEEN INCIDENTALS AND A CHARGE. CLEARLY OUR BANK DOES AS WELL. IT DOESN'T TAKE ANYONE'S BANK 4 WKS TO REFUND INCIDENTALS. MAYBE YOU SHOULD GO BACK AND CHECK YOUR RECORDS FOR THE UNAUTHORIZED CHARGE/STOLEN FUNDS.

FACT #2. THE LADY AT THE FRONT DESK WAS INCREDIBLY RUDE AND UNPROFESSIONAL. SO WAS THE GENERAL MANAGER WHO REFUSED TO TALK TO MY HUSBAND ABOUT THE EXTRA CHARGE TO OUR CARD, WHO ALSO WOULDN'T GIVE MY HUSBAND HIS BOSS'S NAME AND LAST BUT NOT LEAST WHO HUNG UP ON HIM. WITH YOU AS AN EXAMPLE, THERE'S NO WONDER THE LADY WITH THE BAD ATTITUDE FEELS JUSTIFIED IN HER BEHAVIOR.

I SUGGEST CORPORATE LISTEN TO YOUR RECORDED PHONE LINES. THAT WILL BACK UP EVERY SINGLE THING I'VE STATED.

FACT #3 THE HOTEL IS DIRTY OLD OUTDATED AND OVERPRICED FOR THE $191 PER NIGHT THAT WE PAID. $18 IS REDICULOUS FOR A HOTEL BREAKFAST. ESPECIALLY IF YOU HAVE A FAMILY.

FACT #4. STEALING MONEY FROM OUR ACCOUNT HAS NOTHING TO DO WITH HOW A ROOM WAS BOOKED, NOR THE UNPROFESSIONALISM IN WHICH THIS MATTER HAS BEEN HANDLED BY MANAGEMENT!

FACT #5 NEXT TIME INSTEAD OF SENDING AN EMAIL THROUGH A THIRD PARTY TO TELL ME TO TAKE DOWN MY REVIEW. I SUGGEST AS MANAGEMENT YOU DO BETTER!

SINCERELY, MRS. KATHY ROWE

Update...

AGAIN... I will REPEAT and continue to REPEAT as many times as necessary that the staff has been ANYTHING BUT PROFESSIONAL! Proven by the FACT that we're still going back and forth on Google review instead of a phone call from you to us to resolve the issue. As well as after 3 google review responses from you, you're just now offering to send us documentation when you could have done that 4wks ago. Please send that documentation to the email on file. BTW... Just got off the phone with the bank it was according them a CHARGE! Incidentals would have been refunded immediately upon release from the hotel... Yet another LIE from you in a LONG list of them!

Now how about you figure out how to give me the $270 you stole?! Instead of making excuses and telling lies to cover up how...

The room was clean and comfy; spacious while cozy. The service staff demonstrated the epitome of excellence of what customer service was intended to be. Debbie, Angela (especially) and the entire staff body were warm and receptive, and were eager to accommodate my husband and myself. Just when we thought, long gone are the days when businesses really valued customers and were willing to 'go out of their way' to meet even the most demanding customer's expectations, was it that my husband and I were so pleasantly surprised. It was obvious from start to end that 'the powers that be' of DoubleTree Hilton have made the worth while investment of grooming and developing their staff to a provision of services standard that re-elevates the proverbial bar of customer expectations from the dark, low point to which we've been forced to become accustomed to its highest point of service with a smile you could both see and feel.

So, why then the 4? Please know, I hated to do it. But just like superior customer service still matters; so does honesty.

Upon arrival to the facility, it's not so obvious to first recognize the upgrades that have been made to the aging building. Some still appear may be underway. While the facility has a modern swanky decor, it also has a few wrinkles of its lengthy history that are evident at its exterior and at random isolated places of its interior. But, it's nothing a new paint job outside, tacking down some wall paper at the edges in some areas, and a deep shampooing of some carpets in the ole' gals interior can't remedy. But, if you're not too particular, and you're looking for a nice stay at a competitive price; I'd definitely recommend you don't just drive around the parking lot to check the place out. Park. Go inside and see for yourself. I believe you will be pleasantly surprised. And, did I mention....the fresh baked, warm gooey chocolate chip cookies are to-die-for!!!!! We would definitely stay here again.

Thank you DoubleTree Hilton of Huntsville South. If it had not been for you, our 15th wedding anniversary/wedding planning trip (for my sister in-law and soon to be brother in-law) would have been very...

I was very disappointed with our stay and I would not have chosen this hotel if I knew what I know now. It was not in a condition as expected for the price I paid. My room in all honesty smelled like a smoking room for myself and my 14 year old son. I was informed this was a non smoking hotel and our room smelled of smoke. There was staining on the side of the sheets and when we pulled back the covering a spider was inside the bed. The light upon entering was like a strobe light. The pool was not open due to maintenance. The pool was very important to us. I would have appreciated notification of this regardless as I understand things happen but it would have been a good thing to do. I need to state we could use the adjacent hotels pool but it was an inconvenience. Location overall was good for all things. Hotel needs an entire checklist of repairs. Exterior has extensive wood rotting/damage. Other bugs around the hallways, red paint on walls, The bathtub had missing plate cover for the overflow was, I think that’s what it’s called but it was an open hole. No glass shower door like in photos but a shower curtain. The shower and vanity area combo is extremely small. The 2nd floor ice maker was not operational. Looked like it has not worked in quite some time. Overall a fail. The maintenance and housekeeping and most all employees are extremely kind and helpful and changed sheets with spider and lightbulb. They were the absolute only good thing from our stay. But honestly it should not be up to them to accommodate for such disrepair and uncaring facilities from the owners of this Hilton. They need to invest in their investment. I was disappointed and will not recommend or stay at this hotel again. I told everyone who was out of town with us that stayed at other hotels, they were lucky! I hope the owners care better moving forward for their employees and complete quality control checks of their business. It’s truly shameful the condition of this hotel. Small things can be mitigated if cared...