DoubleTree by Hilton Lisle Naperville — Hotel in Lisle

My stay at the DoubleTree by Hilton in Lisle, Illinois, was overall a great experience with excellent service, a clean and spacious room, and a few small areas for improvement.||||The check-in experience was one of the best I’ve had in a while. The front desk staff was friendly, bubbly, helpful, and attentive—an absolute asset to the company. The night shift front desk employee went above and beyond, addressing me by name every time he saw me, which was a small but meaningful personal touch. The morning shift staff was also very welcoming and greeted guests warmly. Checkout was just as pleasant, with the day staff being super friendly and helpful.||||I stayed on the sixth-floor executive level. While they no longer offer breakfast on this floor (a change since COVID), the room itself was spacious and clean. There were only minor cleanliness issues, like a spill on the side of the television cabinet that was only visible under certain lighting. The room had a coffee maker, a hair dryer, two luggage stands, four lamps providing ample lighting, a closet, and two bathrobes, which was a nice touch I haven't encountered in other hotels.||||The closet included ample hangers, an ironing board, and an iron. The bathroom had a drawer with a spare toilet paper roll and a hair dryer. However, the room did not have a refrigerator, which was unexpected and inconvenient—especially for an executive-level floor. There was also no bedside clock, which I actually liked since most hotel clocks are too bright and disruptive. The towels were too thin, resembling those found in lesser-name hotels, and should be upgraded for an executive floor.||||The onsite restaurant, 3003 Thirty 0 Three, was solid. At dinner, I had a burger and fries, and both were good. The burger was large and satisfying, and the fries were thick, shoestring-style and nicely cooked. The server was friendly and attentive, mentioning she had just returned to work and that they recently upgraded their point-of-sale system.||||I ordered unsweet tea and was happy to learn that they had brewed tea, which is sometimes hard to find in Illinois. However, when I received it, it was so strong and bitter that it was undrinkable, almost tasting like a concentrate. Later in the meal, another server pointed out to our server (who had just returned from medical leave) that the tea was brewed double strength and should have been diluted before serving. At least that explained why it tasted off. By the time the issue was identified, I had already switched to water and begun eating, so it was disappointing not to be able to enjoy what I had initially been excited about.||||For breakfast, I ate at the buffet, which had a variety of options, including bacon, sausage, eggs, potatoes, oatmeal, pancakes, French toast, cereals, fruits, yogurts, and bread choices. The bacon was particularly good. The staff in the restaurant were very friendly and attentive. However, there was no complimentary coffee available anywhere in the hotel outside of the in-room coffee packs. All coffee, including to-go cups from the restaurant, was charged at $4 per cup, which I find ridiculous.||||The lobby is large, spacious, and well-maintained. I even saw a staff member spot-mopping to keep it clean. Housekeeping staff were friendly and greeted me when I encountered them. I also noticed some seemingly antique pieces throughout the hotel, including a unique, possibly bronze water fountain and green marble with a brass lamp motif. These details added character, though I’m not sure if they’re original to the hotel or salvaged from elsewhere. The staff all seemed genuinely happy, which suggests strong management and a good work environment.||||One major issue is that the hotel’s website and app contain outdated and misleading information. They still claim breakfast is available on the executive floor and that there is an open executive lounge, despite these services being discontinued since COVID. These changes were not recent, so it feels misleading and dishonest that they haven’t been updated after several years.||||Overall, the hotel staff, from the front desk to housekeeping to restaurant employees, were consistently pleasant and attentive, which made for a great experience. While the lack of a refrigerator, thin towels, no complimentary coffee, the tea mishap, and outdated app and website information were drawbacks, the service, cleanliness, and atmosphere made for an...

My stay at the DoubleTree by Hilton in Lisle, Illinois, was a great experience with excellent service, a clean and spacious room, and a few small areas for improvement.

Check-in was one of the best I’ve had in a while. The front desk staff was friendly, bubbly, and attentive—an asset to the company. The night shift employee addressed me by name each time he saw me, which was a nice personal touch. Morning and checkout staff were also warm and welcoming.

I stayed on the sixth-floor executive level. While they no longer offer breakfast on this floor (a change since COVID), the room was spacious and clean. Only a minor cleanliness issue—a spill on the side of the TV cabinet that was only visible under certain lighting. The room had a coffee maker, hair dryer, two luggage stands, four lamps, a closet, and two bathrobes. The closet included ample hangers, an ironing board, and an iron. The bathroom had a drawer with a spare toilet paper roll and a hair dryer.

However, there was no refrigerator, which was inconvenient, especially for an executive floor. There was also no bedside clock, which I actually liked since hotel clocks are usually too bright. The towels were thin and not what I’d expect at this level.

The onsite restaurant, 3003 Thirty 0 Three, was solid. For dinner, I had a large, satisfying burger with thick, shoestring-style fries. My server was friendly and attentive, mentioning she had just returned to work after medical leave and that the restaurant recently upgraded its point-of-sale system.

I ordered unsweet tea and was happy to learn they had brewed tea—something not always easy to find in Illinois. However, it was so strong and bitter that it was undrinkable, almost like a concentrate. Later, another server pointed out that it had been brewed double strength and should have been diluted before serving. By the time I realized the issue, I had already switched to water and begun eating, so it was disappointing.

Breakfast was a buffet with bacon, sausage, eggs, potatoes, oatmeal, pancakes, French toast, cereals, fruits, yogurts, and bread choices. The bacon stood out as particularly good. The restaurant staff were friendly and attentive.

One big downside was the hotel’s coffee policy. There was no complimentary coffee anywhere outside of the in-room coffee packs. All coffee, including to-go cups from the restaurant, was charged at $4, which I found ridiculous.

The lobby was large, spacious, and well-maintained—I even saw a staff member spot-mopping. Housekeeping staff were friendly and greeted me when I encountered them. I also noticed some seemingly antique pieces throughout the hotel, including a unique, possibly bronze water fountain and green marble with a brass lamp motif. These details added character, though I’m not sure if they’re original to the hotel or salvaged from elsewhere. The staff all seemed genuinely happy, which suggests strong management and a good work environment.

One major issue is that the hotel’s website and app contain outdated and misleading information. They still claim breakfast is available on the executive floor and that there is an open executive lounge, despite these services being discontinued since COVID. These changes were not recent, so it feels misleading and dishonest that they haven’t been updated after several years.

Overall, the hotel staff, from the front desk to housekeeping to restaurant employees, were consistently pleasant and attentive, which made for a great experience. While the lack of a refrigerator, thin towels, no complimentary coffee, the tea mishap, and outdated app and website information were drawbacks, the service, cleanliness, and atmosphere made for an...

Unfortunately, this was probably the worst customer service experience I can recall. The day I booked our business travel, the Hilton mobile app and website were experiencing issues, and I errantly booked two reservations, both for three rooms and two nights. Since I wasn't receiving any digital confirmation, I called the hotel, and the person that answered the phone checked our group in for three rooms. As we made our drive to the hotel, I also digitally checked in, as I received a notification from the app to do so. Unfortunately, the two confirmation numbers were not displayed on the same page of the app, so I had no idea that I was checking in for a duplicate reservation. When we arrived, I was presented with three keys and was not told that there were a total of six rooms under my name.

The following day, I received an email from the front desk manager asking me to call the hotel as they questioned whether I needed six rooms, as housekeeping noted that three rooms had been unoccupied. I didn't see this email until the following day. Hilton has my phone number, as I am a Hilton Honor member, but they never attempted to call me.

Upon checking out, all three staff members at the front desk made it abundantly clear that they suspected there was an issue. However, instead of helping to resolve the issue, they were prompt to blame me for the error. The front desk manager, challenged me incredulously when I told him that I hadn't checked my email. He told me that he would have housekeeping look at the rooms we didn't stay in to confirm they were unoccupied and call me back. I still haven't received a call one week later. My two coworkers were mortified by the treatment I received. The lack of empathy and disregard for customer service was staggering. Yesterday, I finally received an email from the front desk manager indicating that they were unwilling to refund the six erroneously reserved nights citing that I had digitally checked in to three rooms and also checked in at the hotel for the other three rooms. This is true, however, the response lacks any regard for my intentions, nor the fact that Hilton's app and website were at least in part responsible for the duplicate reservations.

I am responsible for the reservation and payment of approximately seventy or more nights of hotel stay annually for my own travel and the travel of my employees. Hilton has always been a desirable brand for us to stay with. However, due to this experience and lack of any attempt to make the situation right, I will very intentionally not be booking Hilton properties moving forward unless the six unnecessary nights of stay are refunded. It is clear that this particular property has deep rooted culture problems and lacks customer service training. It makes me question the entire Hilton brand when this type of behavior is tolerated.

It should be noted that we received fantastic service by the wait staff in the restaurant at breakfast. The two gentlemen serving us were efficient and gracious, and the food was good. I have also had conversations with two customer service agents at the Hilton corporate level, and both of the people I have spoken with were well trained and a pleasure to speak with. They have escalated my concern, and I am awaiting a response from a corporate manager.

In summary, I would strongly encourage travelers to avoid this property. There is a Sheraton within walking distance of this location. I haven't stayed there yet, but it can't be any worse than...