DoubleTree by Hilton Hotel New Orleans — Hotel in New Orleans

“Underwhelming yet practical” especially if you really want to stay in the French Quarter.

I have been a loyal Hilton customer for a number of years but I will avoid Doubletree brands if we can in the future if this is what I should expect from the brand. Do not expect any recognition for your Hilton loyalty here at all. It is non-existent.

Rooms need an upgrade. Carpets look very old inside and outside rooms and worn out. Bathtubs had sections that were peeling off (see pictures). Cleaning in common areas (except the main lobby downstairs) is non-existent. I watched in horror as a half-consumed beer can in a brown bag sat by the elevator throughout our 4 day stay untouched. If I were a betting man, I would bet that it would still be sitting there many days from now.

Breakfast feels like a scam at $15 per person. It is almost the same breakfast every single day - creativity or variety is sorely lacking - same eggs, same stale potatoes (tater tots) that were fried probably many days ago, precooked waffles/biscuits/pancakes are tasteless. Oatmeal and Grits (provided on alternate days) was piping hot and were the saving grace. Don’t expect any bread unless you ask for it. Avoid this breakfast, especially if you have to pay out of pocket. It is not worth it at $15! There is a PJ’s coffee next door that is a life-saver!

Service was spotty. Some instances of good service and some horrendous. Gary was pleasant and helpful. James was so arrogant and unhelpful. When we came back to the hotel after a long, tiring day and noticed that our rooms were not made and towels not replaced we called the front desk and asked for towels. After waiting for 25 mins we called back and his response when I asked for an ETA for the towels - “they will get to you when they get to you” 😳. We gave up and went down to the front desk after waiting nearly 30 min for the towels and Gary provided them! The towels arrived at the room a short while later but the damage had been done. The lady by the breakfast was helpful, so was the concierge who tried to go out of her way to help. Housekeeping was spotty at best - In this post COVID world, the excuse to not service rooms continues… if they don’t have the staff to clean rooms everyday, recommend that the hotel at least clear the trash, replace towels, provide shampoo, toilet paper without having to ask.

Parking is expensive ($39 + taxes per night) and about 3 blocks walk away (for self-park) but that is to be expected in the French Quarter. Convenient in-and-out privileges included and the rate is well within the norms for the location.

Loud drunkards showing up at 2 or 3 AM is a problem. It happened on a couple nights and lasted nearly an hour. I didn’t expect this at a Hilton brand hotel.

Billing was incorrect and took multiple tries to fix although the lady helping me did it without too much fuss. What disappointed me was this was after I had told them I shouldn’t be charged for breakfast based on my Hilton member status.

When you hear “you are all set” with your bill, do check it - it doesn’t mean anything at this hotel especially since they charge you for breakfast and rely on the front desk to take off the charges (which as I predicted were not taken off).

On a scale of 1-10 with 10 being best… Food - 6 Location - 9 Service - 6 Atmosphere - 5 Billing - 7 Value -...

I don’t think I have ever been to a hotel, where they had staff that was just so rude! Yes, there were staff that were nice (the lady who checked me in, Gary, the guy who signed me out and helped assist with finding my ice pack and the bell guys. All of those guys always had a smile on their faces).

However, I encountered two extremely rude receptionist ladies. One was a 1am on 9/17 and the other was at 12/1pm on 9/17. The lady at the 1am incident, I asked if they had a freezer, so I could freeze my ice pack and she said no. So we asked if we could put it in the ice cream freezer and she said no because they would no be liable. Understandable, but I’m desperate. So I proceeded to say, we don’t mind taking our chances because I really need my ice pack to be frozen and her response was, no I’m not letting you do that. The entire conversation she had an attitude. My ice pack was to keep my medications cold, since they require refrigeration. So I messaged in the portal, if there was anyway I could freeze my ice pack for medical use and Ebony responded and even came up to the room to obtain the ice pack. So the receptionist at the lobby lied. That next morning, it took them about 30 minutes to find the ice pack. It was put in the refrigerator instead of the freezer. What really aggravated me was Gary was attending to the guests in line because there was a long line, and there was another person in the back and he asked her to look for the ice pack and she ignored him. Gary was literally doing everything. She finally walks out of the back and looks for the ice pack, after about 15 minutes, I get the ice pack from her and it was cold, but not frozen. I left and came back and she was helping one person, so I stood off to the side and waited, well while I was waiting several more people stood in line. So I reached out to her between guests after I wasn’t acknowledged and asked if she could put my ice pack in the deep freezer and I’d be back in a few hours. Her response was, “I have to get my line down before I can help you”. I was standing there before the line formulated, I’m a guest too. Gary came out and I asked him and he put it in the deep freezer, it was there for 3 hours and was frozen when I picked it up.

To add, when I went to pick up my ice pack the first time, there was another lady picking up ice packs. So the fact that I had a hard time originally with the first receptionist is frustrating, when it’s something that they normally do. So to flat out lie, is terrible customer service. If she needed to know why I needed it frozen, she could have asked. It was an odd shape ice pack (very small), so it wasn’t your ordinary ice pack to keep drinks cold, it was for medications.

Outside of my experience, the location was good, the hotel room floors were dirty. Not sure if it was the carpet or the tile floors, but I had to keep wiping my feet for them to remain clean. Beds were comfortable.

The lobby at night is loud. My friend also said she thinks there was a fight on her floor, with people screaming at each other.

Overall, definitely do not recommend! Hotel needs to do some training for ...

Let me start with these two words: Oh No.

Before I arrived, I verified with the hotel both via text and via phone call that they hold $75/night for incidentals, and that my room rate with taxes and fees was around $230 for two nights. That fact will be very important in a second.

Upon arrival at the hotel, I presented my ID and advised that I was checking in. The gentleman behind the counter was professional and that was it. He advised that the total to be held would show up on the credit card device and asked that I tap my card on the credit card device. No problem - except that they were trying to hold MORE than they were entitled to! When I asked about that, the gentleman insisted that they were right and that it was over $410. He then started spitfiring all of these different numbers until I pulled up my reservation on my phone and advised him that they were wrong. Suddenly the right amount came up on the screen. Didn't appreciate that at all.

Once I got to my room, it was functional, if not a little dated. They are renovating their rooms however. I went to the room safe to put my valuables away, and the safe would not open. I stopped at the front desk on the way out for the afternoon to advise this and asked for security to assist. Came back over 1 1/2 hours later and no one had done anything. Called down to the front desk literally asking, and then begging for assistance, and the lady that answered the phone had the nastiest attitude saying "well I wasn't here and I'll send someone up" and then HUNG UP before I could say another word. Of course she didn't tell anyone. I eventually found the security officer and mentioned to her about the safe. She told me that NO ONE had told her, and she'd be the one that they would contact anyway. Wow.

Finally got into the safe, and of course it stopped working again. Back to the front desk to ask for more help, and finally got it.

On my last day there, they gave me a breakfast voucher for all of the inconveniences (I had contacted a manager by this point). Went to breakfast, handed them the voucher, ate, and as I was leaving I was chased down by a staff member asking how I was going to PAY. But I gave her the voucher before I was seated. That was the last straw.

I left shortly thereafter but not before talking to a manager (again) and pretty much getting the same tired "we're sorry, she was following policy" speech. If that's policy, I'm good, because there is a more discreet way of advising someone they need to pay if YOU forgot they gave you a voucher, but whatever.

The hotel comped me a night, gave me breakfast and are supposed to credit back all of the points I spent for this stay but we'll see if that happens.

There were two staff members that did go over and beyond, that was the hotel security guard that assisted me, and the young lady that checked me out. That's it.

Will I stay here again? Absolutely not. Yes, the location is great on Canal Street, but the way I was treated overrides...