DoubleTree by Hilton Manchester Downtown — Hotel in Manchester

We are actually staying in the presidential suite now as I write this review. Let’s start at yesterday afternoon. Upon arrival to this beautiful hotel. My husband was greeted with ignorance from two women at the front desk. They totally ignored him. My husband asked what the rooms were like, and she started talking about how the prices were what they were. All he wanted to know was what the suites were like NOT their prices. The lady told him about a room with a double bed and the price after that, my husband told her NO I want to know about the room amenities, NOT the prices. She then told him that the only other room available he wouldn’t want because it’s the presidential suite and that was too expensive….. First off, WHERE DO THESE WOMEN GET OFF JUDGING PEOPLE?? WHO DOES THAT TO A CUSTOMER 🙄🙄👀😡😖😢 anyways, the room wasn’t ready, it needed an hour to get cleaned up. So, when my husband brings us in to go up to our room, we are once again at the front desk. OH BOY 😳😔 we get up there and here is another judgmental older white lady thinking we aren’t worthy of her service. ( Mind y’all we’ve been traveling for a couple days and are in our comfy clothes. Just drove hours from our last destination, so we’re ready for some R&R. ) The lady was giving us the run around ( not knowing we already booked the presidential suite with the other rude lady). Then comes one of the ones from check in… you know this clown has the audacity to tell the other woman that we booked the room and that yes our card was accepted 😳😳😳😳😳🤔🧐🤨 I told her and WHY WOULDN’T IT BE 👀👀🙄 I mean HOW DARE SHE! So, we finally get to get away from these shady women who are now forcing a smile because they now know that we are booked on the twelfth floor, I guess that made us worthy of respect 🫡. I’ve never been made to feel so low when checking into a hotel. After the fun at the front desk, we get up to our suite and it is a beautiful room. Tall windows overlooking the town, all covered in cobwebs and hand prints. The room is dusty everywhere, couch is dirty in living room, chair is dirty in bedroom, can’t connect to WiFi for work purposes, we don’t have any of our robes, slippers, dirty light fixtures, I mean there isn’t even any makeup wipes….. you get that at Holiday Inn 👏👏 I called down to the front to ask for the robes, Jason answered the phone and was just as rude as the females earlier. Telling me that they don’t give those out except to the ppl in the deluxe suites. I mean HELLO I JUST TOLD YOU I WAS IN 1211. He very rudely tells me that he will check and call me back. We waited for about thirty minutes, then left to do what we came to do, enjoy our time together as a family. We get back to the room, I check to see if there are any messages from the front, and nothing. So, I call down and YAYYYY Jason answered. He tells me that he called but I didn’t answer, I asked him if he left a message he said no.. of course you didn’t. So, I ask again for the amenities that are supposed to be here, and he sends a manager up with them. Now, when we booked this room we put down four ppl. My husband our two children and myself. Why did we only receive two robes?? Like our children aren’t ppl or what? He also brought up a blood stained blanket. After the treatment we received here from the staff, I would recommend a total overhaul with training your staff to not judge ppl. A millionaire could walk in dressed in comfy clothes only to be treated like something stuck to the bottom of your shoes. ABSOLUTELY PATHETIC. TWO THUMBS WAY DOWN FOR HOSPITALITY. Next time we’ll book the whirlpool suite again at PORTLAND HARBOR HOTEL, or really any other place than this. Oh, that was our room before this one, excellent customer service, and was very attentive to their guests needs. When they forgot our robes and slippers, they were immediately brought up with complimentary dessert for forgetting them. DOUBLE TREE DROPPED THE BALL ON THIS ONE, TOTALLY ROLLED OUT THE COURT. The pool was clean as well as the hot tub, great work...

I stay at the Doubletree Manchester frequently for work am said to have to give them one star, especially since my employer just spent major dollars holding a conference there this past week and has remote employees staying there regularly throughout the year/

I know their airport shuttle can fill quickly on busy weeks, so on Thursday 5/9 in the afternoon I called from my room and asked to be placed on the 5 a.m. Sunday shuttle. The person I spoke with repeated my room number and said I was put on the list. On Saturday night I called to ask if there was a 4:30 shuttle with space. I explained I was on already for 5 a.m. but didn't want to cut it too close. The person said the 4:30 was filled with airline personnel so I asked if all was well for 5 and they said yes.

Sunday morning I got to the lobby at 4:45 a.m. and saw a shuttle loading. I asked if the 4:30 was late or the 5:00 was early, and the desk person said, "There is no 4:30 or 5. They run on :15 and :45 and that one is full." I told them about my two prior calls to the desk, and it turns out that not only did the Thurs. person not tell me the correct shuttle times, but they never put me on ANY shuttle! And the Saturday person did not correct me about the times or confirm my sign-up

I hurried out to the shuttle but there was literally no room. The driver said, "We have another van (it was sitting right there) so someone should be able to take you in that one." I said, "Ok" and started to head in, but then he said, "They just called a cab for you."

That sounded like a reasonable solution; it never crossed my mind that they would presume to call a cab and expect me to pay, particularly since the person I spoke to on Sunday should have caught the Thursday person's error.

The cab showed up and asked who was paying. I told him the hotel. He went in, returned in short time later, and said that they were not. I went in and they reiterated that they had done me the favor of calling a cab (what favor? I have a cell phone) and that's all they would do. I pointed out that if I knew I had to pay for transportation, I would have called an Uber since it's cheaper. The man at the counter then "graciously" offered to cancel the cab so I could I could do that. Not good customer service to be sarcastic when your hotel messes up. His excuse was, "There's no proof this was our fault." Yeah, that's kind of the point. There's no proof because no one bothered to put me on the schedule and to check it on my second call.

I stay at the Doubletree Manchester multiple times a year, and my employer gives them a huge amount of business, yet it wasn't worth a $20 cab fare to them (or for someone else to drive me in the other van that was already sitting outside, like the shuttle driver suggested) to salvage the situation. That would have turned it into a win that would have prompted me to write, "Wow! They messed up, but they jumped right in and fixed it!" Instead, they couldn't be bothered to have someone take 15 minutes to drive me, in the other van and they randomly called a cab for me to pay for without even asking me and then imply that it's my fault with the "no proof" line.

I've stayed at the Doubletree Manchester (through its Radisson and No Name days) often enough to know very well that I need to set up my shuttle early in my stay, and I also call to reconfirm every time, so the fault lies with whoever claimed to have written down my name on the shuttle and who did not tell me the actual times, and also with the person I spoke with on Sunday.

I will be sharing my story on other sites and will be sending direct complaint letters as soon as I find out if this location is chain-owned or independent so I can route them to the correct person. I prefer writing positive reviews, but when a hotel won't have someone make a simple 15 minute van drive or pay $20 to fix a situation they created, I can no longer recommend them. My fellow travelers need to know what they do (or rather, don't do) when they cause an issue for a...

Given the reputation of Hilton hotels I was super excited about the stay. For $400+ a night and no beach view I expected a really nice hotel. It was very disappointing all the way around. Some of the employees weren't the nicest and asking questions seemed pointless because only a few actually cared to give accurate info.

They boast paying extra for breakfast to be included...thats a rip off. We were there for Granite State Comicon and expected a lot of people and tried to be understanding...but the con was 2 days and we stayed 5 days/4 nights and the issues were present even outside of the Comicon dates. The food wasn't refilled when gone for the entire time we were there. They made us wait in the bar area to be seated when they only had 4 tables occupied and 2 waitresses in a self serve type buffet. The oatmeal looked like it was the same all 3 times we ate there. You have to get cards from the front desk for the "complimentary" breakfast we paid for and even after we gave the card to the waitress we were brought a bill anyway.

My daughter and I grabbed a wrap and small salad from their "grab and go" are for $12 each and they were disgusting. Like not that we didn't like what was in them but they tasted gross and ended up in the trash. Another night she and I ate at the hotels restaurant and they acted like we were an inconvenience. We ended up spending $60+ for an appetizer, one meal and one drink. The food there was at least decent.

We had friends there from Ireland who weren't leaving until Monday so we chose to stay an additional night and the girl at the front desk says, "Well you're still going to pay the $432 rate." Like we were being punished for occupying their room for another day. There was only one woman, a manager I believe who was an older lady, that had any idea about proper customer service. Thankfully we dealt with her about half the time or I'd have probably left and stayed somewhere else.

Their option to have the key on their app was a nice benefit but it didn't work half the time. We ended up getting cards anyway. We also had issues with our keys being deactivated multiple times during our 4 night stay. I was grateful that even the elevators required keys because there was an insane amount of homeless people who slept in front of the hotel every night and while I am not being judgmental at all about their situation there were several bumming stuff off the guests and even a few that were so high they were screaming and behaving pretty scary too.

Also during our stay we overheard multiple employees talk about how the hotel needed an update and they were one of the only ones that hadn't had any recent updates.

Was definitely very disappointing. Unfortunately we loved the con so we will likely have to stay again. But I'll definitely look for other options as well because I'm not a fan of...