DoubleTree by Hilton Manhattan — Hotel in Manhattan

When we originally booked this hotel last summer for our daughter’s wedding it was a Four Points Sheraton. When we met the sales manager at the hotel to tour the facilities before signing the contract, we noticed there was a lot of construction. We were assured that it would all be finished before the wedding in January. ||As part of the agreement, they opened up a $99 wedding block room rate. The only way to book this rate was to call the hotel directly and ask for it. We included the hotel’s phone number on the wedding invitations. We had several of our guests reach out to us to tell us that they were either told that the room rate was sold out or they could not find it. We determined that they hotel was forwarding people to the Marriott reservations line instead of taking the reservation themselves. This was an ongoing issue for several months leading up to the wedding.||A few months later, we learned that the hotel was going to switch brands to the Doubletree by Hilton. That change happened in mid December. This led to issues with numerous reservations being lost. This wasn’t a major deal other than another hassle for me to deal with. The hotel was big enough and you will see in a bit that it ended up being a good thing for many of the guests.||Mother Nature decided to wreak havoc and sent winter storm Blair for the wedding weekend. We originally had over 200 people RSVP. Due to the weather, we ended up with only about 85 people for the reception. When the guests who weren’t able to make it called to cancel their rooms, they got a variety of different answers. Some were told they would be charged for the night, some were told their credit card wasn’t on file (due to branding switch I assume) and many were told their reservation wasn’t in the system. ||At the same time, we had many people who decided to stay the night at the hotel instead of going home that night. The hotel decided to keep the $99 rate available even though it was past the cutoff date. I ended up booking and paying for a total of 5 rooms under my name and Hilton account. (I only got points for 3 rooms and assume that is just a Hilton limit). When I settled up with the hotel the following week, I realized that I wasn’t offered bonus points or a food/beverage credit for any of the rooms when I checked in. Due to that mixup, I was offered a whopping 1000 bonus points as compensation which still haven’t posted 2 weeks later.||It was still unsafe for people to leave on Sunday and the hotel extended the $99 rate for all of us there. (Some couldn’t get out until Wednesday and the rate was still made available. ||The wedding reception went great. The Fiesta buffet was delicious. The service was great. Everybody who was there had a great time. I had ordered 3 kegs of beer and food for 200 people. Since we were all stuck there on Sunday, I asked if they could bring out the unfinished kegs to which they agreed. (We also brought the kegs back out on Monday as many of us were still stuck there.) I also asked if they could bring out the leftover food for lunch on Sunday and was told that there wasn’t that many leftovers remaining. So that tells me they didn’t cook for 200 people, but they still made me pay for 200 people. That really seems dishonest to me, but nothing I can do about it because I signed the contract. I had also bought 10 pounds of pretzels and 10 pounds of popcorn from them for late night snacks at the reception. Most if it wasn’t eaten. I asked about bringing that out on Sunday and was told that it was dumped.||Let’s go back to the hotel’s renovation. It was no where close to being done like we had been told it would be. All of the rooms had lists outside of them by the door of things that were wrong. Unfortunately, I didn’t take a picture of that list. I didn’t ask about any of the other rooms, but our room had a smoke detector hanging by its wires, an apparent blood stain on the vanity, a missing hair dryer, & no extra toilet paper. The railing in the swimming pool was very wobbly and not safe. The women's bathroom smelled like sewage and one stall was closed and the one next to it had a leak. None of the hotel TVs were able to watch any live TV. I think they were in the middle of switching systems between Marriott and Hilton at the time. Those are just the issues that come to mind right now. There were others.||Fortunately, I had brought along a projector with a Roku so anybody who wanted to joined us in the lobby to watch the NFL games on Sunday and drink the leftover keg beer. The hotel restaurant is normally closed on Sundays, but they did open up on Sunday night with a limited menu for us.||When I returned the following week to settle up on the reception bill, I was handed a bill that wasn’t correct. Not only did they charge me for what was ordered, it was quite a bit higher than what I expected and the bar bill wasn’t itemized for me to see what I was charged for. Doing a bit of quick math, they agreed that something wasn’t right. I came back a couple days later and they had the extra charges removed, but still charged me based on the food ordered (including 22% service fee) and not the amount of food that was cooked, served and eaten. When I asked what they did with the extra food that was ordered, they couldn’t tell me.||In summary this is a mixed review. The people were great & the food was great. We really appreciate that they allowed us to bring the remaining keg beer out to the lobby to enjoy and make the most out of being trapped & also that they opened their restaurant for one meal when we had no other options of getting food. But on the negative side, I spent way more time than I should have dealing with reservation and billing issues & the hotel renovation not being finished was extremely disappointing. I am also not happy about being charged for food that was ordered, but not cooked,...

When we arrived at the hotel late at night after a long drive from Denver, the hotel looked deserted. While checking in a sign stated they would be converting the hotel to a Doubletree. I asked the front desk and they said it would change over sometime in December. We were assigned room 254 and told to drive around the building, but not to go to door B because the card-reader was not working there. We were told to go to door A. We got there, unloaded our whole car and went to the door where the key-reader did not work. So we then had to load everything back into the car and drive to the main entrance again to access our room. While walking through the atrium, the strong smell from the floor adhesive permeated the air. we had to walk across where the old carpet had been removed to get to our hallway and walk through the sticky floor. Once we got in our room (around 12:30 am) tried to use the outlets to charge our phones, only to find out that outlets by the bed and the countertops did not work. The room contained two refrigerators, no outlet cover on the bathroom light switch, no toilet paper holder, (it was just sitting on the sink), no hand soap to use at the bathroom counter (we had to use body wash from the shower to wash hands), we set the heater on 70, but it never got above 68 even when we awoke in the morning.||I went to the front desk that morning to let them know the issues we had while staying there, the first thing they asked "did you tell us this last night, they would have switched us rooms", I told them no because It was so late I didn't want to have to pack all of our belongings for just the one night. All they were willing to offer me was a free breakfast or a drink from the cooler, I asked to talk to the GM, but Kyle was not in yet and they did not know when he would be. They were going to have him contact me about my stay. it has been 2 days now and I still have not had any phone calls from him.||When booking this hotel, no where was I made aware that it was under construction or we would have found a different hotel to stay at. I do now know who would have said that hotel was completed and ok to stay in. Stay at a different...

Four Points Sheraton Manhattan, Kansas Management—Absolutely abhorrent (that means “disgusting”) protocol to falsely accuse and charge an extra night due to incompetence (another big word for, “unable to do one’s job”). Check-in process was a disaster and didn’t get a room until 10pm. During checking-in, a gentleman came back down to let the front desk know that someone was already in his room. Which, leads me to believe, that the accusation of my belongings still being in my room (which they were in fact on an airplane over Texas) were from the next guest who checked in. That may have been because I checked out by 8am to make my flight two hours away in Kansas City. Maybe that gave housekeeping ample amount of time to clean and turn the room for the next guest. The manager did show her cards about this scam they’re pulling for all of us who booked with a third party: “there is no receipt we send you at check-out since you used third party.” Therefore, there is no proof of you actually checking out, and opens the door for them to say you left items behind and then charge you another night. I’ll certainly be reporting this to the BBB. Unbelievable that you’d rather swindle another night’s charge and use housekeeping as a scapegoat. Or worse, use this tactic on customers using third party sites, during a game weekend (which the entire staff seemed flustered and couldn’t handle the influx of guests), to take advantage of a situation because you’re a large hotel in a very small market. Classy.||Just because hospitality has the word hospital in it, doesn’t mean that your wait time should be like an ER (that’s an acronym for Emergency Room). This isn’t an indictment on all Sheratons, I actually am a Bon Voyage member and have stayed at plenty of locations—this is solely for the Four Points Sheraton in Manhattan, Kansas. ||Fellow guests—You’re better off staying in Junction City and making the trek, it’s a shorter than you’d expect drive. Thanks to the rest of Manhattan and the state of Kansas for the experience, you have a lot to be proud of; despite this embarrassment of...