DoubleTree by Hilton Hotel Modesto — Hotel in Modesto

Feedback Regarding Recent Stay

Dear Management,

I wanted to provide some feedback regarding my recent stay at your hotel. While I appreciated the helpful and friendly demeanor of your staff—from the valet to the front desk, housekeeping, and breakfast buffet team—there were several issues that detracted from the overall experience compared to my previous visits over the years.

Upon check-in, I was informed that I had been upgraded to a different room. However, the room was located near the train tracks, and we could hear the trains approximately three times each night during our stay. On the first night, we noticed a very strong smell of cigarette smoke coming through the vent, and the hallways were quite noisy with loud voices during the late hours.

The second night brought additional concerns. The toilet would not stop running unless the handle was pushed all the way back up—a discovery made only after enduring the loud noise for some time. Additionally, the heater in the room was exceptionally loud, sounding similar to a semi-truck running inside the room. It was so loud we turned it off the first night but it was freezing in the room. The body wash was missing from the shower, the water took a long time to warm up, and I noticed what appeared to be foundation or makeup rubbed on the sliding door of the bathroom. I tried to clean off most of it.

Another issue was the significant condensation on the windows, which seemed to contribute to visible mold around the window frames. The windows also appeared to lack double panes, as outside noises were easily audible, further impacting the quality of the stay.

We considered requesting a room change but, due to our tight schedule, decided against packing and moving the next day. Our room, 701, was unfortunately near a stairwell that was frequently used by individuals yelling and screaming throughout the night, particularly on Friday and Saturday. Although I realize this is likely due to other guests, additional security or monitoring in such areas might help mitigate disturbances.

While the lobby remains bright, clean, and welcoming, the room itself felt outdated and musty, which was disappointing.

I have been staying at this hotel for 15-20 years and was pleased to see some familiar faces among your staff, including the valet gentleman that might have a Russian accent and recognizable dark circles he’s always had. His consistent dedication to service over the years was a highlight, and I ensured he was tipped well.

Unfortunately, the combination of the room’s location, noise levels, maintenance issues, and overall condition has given me pause about returning in the future. Should I consider staying again, I would request a room on a quieter side of the hotel, away from the train and disruptive guests.

Above all, my main concerns were the loud guests throughout the night in the hallways and stairwells, as well as the strong smell of cigarette smoke.

I could have contacted the front desk about these issues during our stay, but I simply didn’t have the energy to do so each night after driving many hours all week to come see my family for the holidays.

Thank you for taking the time to review this feedback. Your staff’s hospitality was truly appreciated, but I hope some of these concerns can be addressed to improve the experience for future...

The worst hotel experience I’ve had in a while!

I arrived at night and the area didn’t feel safe. The parking garage is across the street and the safest way to get back to hotel is through isolated stairs and a sky bridge.

They charge $12 per day for parking which is normal but when I exited the next day, parking garage was actually free and well I got charged for letting them know I parked there.

Elevators in hotel shake and smell like dogs live in there.

The A/C in room did not work and it was extremely hot. Fridge did not work either. It was late at night so I went to front desk for help and they said they would get maintenance there immediately and I just asked for another room since I was exhausted and just wanted to sleep. They provided another room and asked to leave the prior keys in the prior room and notify them when I left for them to send maintenance anyway to address the issue. Tried calling a couple of times and it went straight to voicemail. Went downstairs again to let them know that I left the keys and that the new room was warm but I was able to turn on the A/C and fridge as well.

Both individuals at the front desk that night were understanding and provided good service.

Shower is full of grime.

My new room was next to the train railroad and that train is LOUD throughout the night.

The front desk representative in the morning was asleep when I approached her, falling asleep while I woke her up, talked and fell asleep right after I checked out. I stayed in the lobby for a while after and multiple people witnessed this as they kept waking her up for service. Hoping she is safe and paid a livable wage.

Left and decided to just not stay there ever again.

Well, I got a notification at 9:00pm of a $4.00 charge on my card from the hotel and I had no idea why. I attempted to write through the Contact Us part of their website and it wouldn’t let me type in the feedback box. Tried the chat feature with guest services and had no response. After a 30 minute hold on the phone, they said housekeeping decided to charge me for two water bottles I did not touch in the room. The guest services representative kept trying to convince me that I or my guest (non existent) consumed the water bottles. I kept letting her know that I did not and she said they’ll dispute it with housekeeping. I have not received reimbursement.

I don’t care about $4. I question the pettiness of the hotel staff and wonder how many people go through this without it being noticed. Glad they don’t have anything else in that room they can charge for.

If you still decide to stay bring ear plugs, stay safe at night and show front desk you left those water bottles inside the room. 😄

Warm cookie was lovely,...

THIS IS A HORRIBLE HOTEL WITH RUDE, UNFRIENDLY, UNHELPFUL STAFF AND CUSTOMER SERVICE. AN UNCOMFORTABLE STAY, DIRTY & BROKEN ROOMS AND A HOLE IN THE WINDOW!!!!!!!!

The hotel messed up my reservation but the staff was very rude and didn't seem to want to listen to me or help. I had pre-paid and booked 2 nights, but when I arrived to check in, they said my reservation was only for one night and started the next day. I showed them confirmation so they changed my booking.

I thought everything was fine, but they messed up THAT too. I got an email in the middle of the night saying my check out was after one night. Once again I showed them my reservation and receipt and they said there's nothing they can do. They were EXTREMELY rude. They also denied that my reservation had been changed the night before. They wouldn't listen to me at all or let me finish sentences. I asked to speak to a manager but they said "I don't know when they'll be here."

I had to leave for some morning plans and I said, well, I'm not going to be back to speak to the manager "whenever they're here" before your check out time, so I expect not to be charged or forced out of the room. Once again, they refused to help and said there's nothing they can do.

ALL THE STAFF there are horrible. Rude, no patience and don't listen.

Besides the reservation issues, the night I spent there was awful because there was a super loud party in the room next door until 4am but the staff refused to do anything about it so I wasn't even able to sleep all night. Or if the staff did do something about it, they didn't check to see if the guests stopped the noise.

The room was dirty, including the mini-fridge. It wasn't cooling at all and it made my containers & fruit sticky & moldy when I took them out of the fridge the next morning! Half the outlets in the room didn't work and the phone didn't work either so I was unable to call for room service.

To add to all this, there was a HOLE IN THE WINDOW!!! The weather was VERY cold and rainy and water was seeping in so the carpet around the window was moist and moldy.

The ONLY redeeming quality is that the room was nice and big and the bed was comfortable.

I have been traveling for decades, but I have NEVER experienced something like this. I RECOMMEND THAT YOU STAY AWAY FROM THIS...