DoubleTree by Hilton Hotel Pittsburgh Airport — Hotel in Moon Township

I have stayed at this hotel two consecutive years as I have attended a conference that is held at this location. The first stay would have probably received a four star rating, however, the stay this time had some challenges that were poorly addressed by the staff and left me to wonder if this hotel really cares about customer satisfaction. At first glance, the room appeared very clean and well kept with a huge king sized bed that we were looking forward to getting some solid rest in. As mentioned above, I was here for a conference and part of this conference included a formal catered dinner. This dinner is why I would have removed a star during the first stay and a large part of why I continue to remove a star from the rating. During both the first and second stay, for what was to be a formal dinner a salad was served that had clearly been made way too early in advance. They looked brown and wilting, the first year by far was worse than this year. I did not proceed to have dinner the first year, despite paying for it after seeing how poorly the salad was. If the standards on a salad are low, I can't even imagine what the standards of the food might be. I left and had an amazing dinner at Primanti Bros across the street. This year, the buffet at the dinner also had potatoes which had sat to long in the warming trays as they had turned crinkled. I do not eat meat, so I cannot speak to the meat - However, those around me did greatly enjoy the meat entrees. If this is the quality that was to be served at a wedding reception event at this location, I would be very disappointed with the lack of quality presented here. Let's move on, the reception room was freezing during the event, everyone around me was cold! During our intermission I approached the front desk and let her know that the temperature needed to be adjusted. She shrugged her shoulders and said it wasn't on her and that the main guy of our event needed to make the request. I approached our main guy and let him know of the situation. He went to the desk and they began to warm the room, however, this only lasted for about 30 minutes before it began to get really cold again. Not only this, the desk rep. told me many people had complained. If it were my hotel, I would want to do everything in my power to make sure that this guys event runs smoothly, because I don't want to risk loosing his yearly event in the future to another more considerate hotel. I wish the hotel rep. would have taken the concern to the main guy who may not have realized there was a problem. At the conclusion of our event, I was looking forward to getting under some warm covers when I entered my room to find it infested with lady bugs and a stinkbug. I approached the front desk, to the same customer service associate who informed me the lady bugs were coming in through the ac and there was nothing they could do. They know this is a problem but have not taken any steps to remedy it! So they sent a worker up to remove them and she promised me no more would come in my room. I'm not sure how she could make this promise unless she speaks to lady bugs? Anyhow, I went to dinner (As i didn't eat much of the dinner that was provided) and came back to find two more in my room! I called again and was dismissed again. This may not seem to be a big deal, and to some it may not be, but I personally have a huge disdain for bugs and to have to fear falling asleep in a room that is being bombarded with bugs is a disturbing thought. I am disappointed. Upon checkout, I had another service associate who asked how everything was, I alerted her of my situation. Frankly, no adjustment to my bill was made, no sincere customer service, just shrugged shoulders and lack of ability to...

First of all I have never posted a review about a hotel or really anything but this experience is frustrating to say the least. I stay in hotels all over. I have had 200 plus nights in the last 3 years. I am a Hilton Diamond Member. The decor is decent and while not recently updated it's not old and shabby. However when I walk in my room the drawer is open to a dresser I close it a couple hours later it's open again. The heat is on and it's set at 78 degrees in the room. That is not 70 that is 78. It's an old unit and it takes all night to get into the low 70s with the air in. I over look it am exhausted and go to bed.

I wake up the next day not feeling well and attempt to get food delivered. Mind you there is a restaurant in the hotel but no room service options. Since I was getting food I ordered some personal items I needed since I was not feeling well. I see the dasher is close I am excited because I am hungry I can eat and go back to sleep. My phone rings. It's the front desk. You have an food delivery here. I say oh can't the driver bring it up. Again no special keys no codes etc. Anyone could walk in and go to the elevator. The desk person says no it's against hotel policy. Whilel I understand policy, this one has me scratching my head. Anyone could walk to the elevators and go to any floor for any reason, apparently, except delivery drivers. Apartment complexes and every other hotel except for one that I stayed in that had a keyed elevator allows delivery drivers up. When I asked if they could bring it up this very apparently protective and exclusive hotel didn't offer to send it up with someone from housekeeping or anything of the such. Finally to top it all off they didn't take my order and put it somewhere behind the desk or set it at the edge of the desk or put it somewhere that it could be private and protected, considering it has personal items in it and my food with a sticker with my name on it. No they let it be set on a console table in front of the TV in the lobby. The best part yet there was someone that was working here standing in front of the TV ,right in front of my food and personal items watching it, when I had to go down and say excuse me to get to my items.

Talk about no service, a policy that does not really seem to benefit anyone except for maybe they think if people have to come downstairs anyways they'll just go to their restaurant.

This is just a really disappointing experience. I'm in a hotel and I don't feel well and getting out of bed to go downstairs to pick up food that could have been delivered, when very apparently, different service decisions could be made is frustrating. This will impact my decision as to where I stay in the future. It definitely won't be the Doubletree in...

Literally the WORST hotel experience OF MY LIFE. If I could give zero stars I would. I attended a conference at this hotel in May 2019. I booked my room in March 2019. I called the day before arrival to confirm my reservation (like I always do with every hotel reservation I have ever made) and they couldn't find my reservation. I gave them my name, my confirmation number, even my maiden name because that's still on my credit card. No dice. No room was reserved for me, and they swore up and down they had no other rooms available. So I spent several hours calling around to find a last-minute room so that I had somewhere to sleep while I was in town. When I arrived at the conference, I took a chance and went to the desk to see if I could check in - lo and behold, I got a room. No issues, just handed over my ID and my credit card and was given a room key. (Sidenote - I then had to cancel my other, last-minute, room, and even though the confirmation email I got said I could cancel until 6pm on the same day as I was scheduled to check-in, they gave me a really hard time about it. Also a Hilton hotel, btw. I have a screenshot of the policy that I looked at before booking, and the email to prove that I was allowed to cancel until 6pm same day, so they "did me a favor just this once" and told me to never cancel that late again. Maybe you should take a look at your own policies and not berate people for following them.) The room was fine but did have issues. The lights in the bathroom were really dim (not a huge deal obviously), and the shower curtain was stained all over with red... something... there was hair on the shower wall from the previous occupant, and there was a weird tapping/knocking sound (I think from the A/C unit?) intermittently throughout the night that woke me up a dozen times so I didn't sleep well. After checking out I called to ask for a digital copy of the receipt to be emailed to me. And they couldn't find any details of my stay. No record of my name in their system. Finally they looked it up by my credit card number and the reservation and room number that I stayed in for three nights was under the name THOMAS MARCH. WHO THE HELL IS THOMAS MARCH AND WHY IS THAT NAME LISTED WITH MY CREDIT CARD INFORMATION ON THE ROOM THAT I STAYED IN?? I need the receipt for company reimbursement so I asked them to change the name on it - after all, it's my credit card number and the room that I stayed in. After some hemming and hawing they agreed to change the name on the receipt and email it to me. I don't know what is going on with this hotel and why its record-keeping is so horrendous. Combined with the sub-par room (issues which on their own I wouldn't care too much about), I will never be staying in a Hilton hotel ever again. What...