DoubleTree by Hilton Hotel Newark - Fremont — Hotel in Newark

We were visiting from Guam and came to visit with friends. We witnessed a guy in a large truck trying to drive the wrong way through the main entrance where there were already several other vehicles. This guy was yelling at the drivers of the other vehicles to move so he could drive through. The thing is the other vehicles were coming through what appeared to be the correct way whereas the truck was trying to drive through the direction that a sign said "One Way Do not enter". Fortunately, security was there trying to manage the traffic situation, and looking out for everyone's safety. In a very calm and professional manner, the security officer pointed out to the guy driving the white truck the one way sign and politely informed him that he couldn't drive through that direction. He became very erratic in his behavior and hostile towards security and the drivers of the other vehicles. He also threatened security. He threatened to run security over with his truck. Then he did some other erratic behavior that looked like he was about to hit the wall of the hotel. He abruptly did a U-turn and then drove through a barricaded area. After that he jumped out of his vehicle and went and got in the security officer's face yelling vulgarities at him. We thought he was going to hit the security officer so we called police.

I have to really have to compliment the security officer because he kept a very composed, polite and professional demeanor through the whole thing and didn't raise his voice or anything at the guy. I honestly don't know how he was able to do that.

And if that's not enough, my wife was inside with our friends later, getting ready to purchase something from the little store by the front desk when we saw a skinny woman which I suppose was the desk clerk or manager, yell at the security officer what while he was trying to brief the other desk manager. She went and yelled at him right there in the lobby full of other people and staff. And yet again the security officer kept his composure and stayed professional. He just stood there and took the abuse. We could tell he was very embarrassed. That desk manager, we found out is named Lisa. She was very mean, unprofessional and even projected an attitude to others.

Later I introduced myself to the security officer and asked him how he was able to remain so calm. He said he was used to it but that's how they treat him all the time.

Here is a professional security officer and I've seen no one like him who is out there looking out for the safety of everybody there and he took a verbal beating and lashing from another visitor and then from the manager working behind the desk. He did nothing wrong! Where we come from and in the business we had before we retired, that would be considered a hostile environment that would warrant definite disciplinary action. The desk manager was completely unprofessional and lost control of herself. I've never seen anyone in security maintain such a professional, polite and calm demeanor as this guy who seemed to be the security supervisor.

I just can't believe that an alleged professional business would allow staff to treat other staff in that manner.

We decided not to return to the Doubletree and the next night we went someplace else. We told our friends and family to stay away...

I booked a room with 2 double beds through Expedia. I checked in at around 8pm and the guy at the front desk (Ray) asked me if I mind changing to a room with one king size bed. He said it was a great room and I would really like it. He didn't tell me where the room was located until AFTER I agreed. This was room 1276. When I drove around to the back of the hotel (which is where this room was), I found out it was right in front of the entrance (for that section of rooms). I mean you walk in that entrance, and that room is right in front of you. I immediately wanted to change rooms because I figured it would be noisy in the morning. On a side note, the water in the sink wouldn’t drain. So I went back to the front desk, and I spoke to a different guy. He told me they had already given away room 1269 ( a room with 2 double beds which I had originally booked). I said I didn’t like this room and it was not what I had originally booked. He said I had been asked whether to take the room with the king sized bed. But they should’ve told me that this room was right in front of the entrance and see if I would consider that. So I said they had tricked me into taking this room. The guy said no I wasn’t tricked because I agreed. He kept avoiding my question when I asked how come I wasn’t told about the location of the room. Finally that guy Ray was done helping another customer. So I turned to ask him how come he didn’t tell me the room was right in front of the entrance. He smiled and said sorry. What kind of underhanded way to treat your customers is this? But the other guy that I was speaking to, told me there’s no other room available. Whether it’s true or not I don’t know. So I stayed in that room, and sure enough I was woken up bright and early on a Sunday morning when people started going in and out of that entrance. Not only that, I could hear very loud thumping noices from above my room. It was as if someone was dropping something heavy on top of my room. If I had indeed booked a room with a king sized bed and they gave me this one, I would still be upset because of how close to the entrance it was and how noisy it got in the early morning. But I had NOT booked this type of room in the first place. That guy Ray was so underhanded and deceitful it was disgusting. He misled me into taking this garbage room. So I paid money for a very poor night’s sleep. When I brought the issue up, it was just denying the problem and pointing the finger back at me. Hey we asked you if you would take this room, and you said yes! No explanation of why there was zero mention of the room’s proximity to the entrance and the noise levels. So I gave up my original room for an inferior room with absolutely nothing in return. No offer of discount or complimentary breakfast. No acknowledgement it was their fault. No offer to try to make it right as they so boldly proclaim by having a “Make it right” postcard on the room desk. I’m so disappointed and disgusted that Hilton has sunk to this level by hiring such underhanded and sleazy employees who have no qualms about cheating a customer and showing...

VERY RUDE General Manager Mr. John Schultz, When I called & introduced myself as the Wedding planner & coordinator for an event we had last Dec 19, 2015, in their hotel and to discuss with him the situation we had that day, he didn't want to talk to me unless it was my credit card that was charged to pay for that event, not even listening to why then I'm still choosing to talk to him. No appreciation at all of me as a customer, the one who referred their hotel to my clients.

1. The Bride & Groom were not served with any desserts, considering this is a buffet. Everyone had to self serve themselves, but the celebrants were agreed to be served.

2. I needed to talk about my cellphone & the bridal pouch that got stolen in our private banquet rooms, as they let the next group set up their things, without notifying us of such. POOR communication from Hotel Banquet Manager Mr. Jimmy to manage traffic in your facility. Even if I signed a document saying that your hotel will not be responsible for losses, it doesn't completely free you up from letting other people from our party come in while we are still in the function room, without at all notifying me.

3. I was under stress having to run without my 3" platform heels to the opposite wing of the hotel to look for the banquet manager assigned to our group to set-up the chairs we needed for our activity that was planned with the hotel sales team weeks ahead. POOR communication skills from Hotel Banquet Manager Mr. Jimmy. I'm not an unreasonable person but you have to communicate with me, the Wedding Coordinator if you need to go elsewhere, so I know where you are when you are needed by our group as this is what we are paying for.

4. Reception table that was not set-up right as planned with the hotel's Sales Team, is coming as an excuse because of FIRE Hazard. This reason should have been given much earlier during the planning stage, as a reason.

5. Cellphone lost = business contact list lost and the bridal pouch = Loss of memorabilia.

All together, we asked that the Hotel make it right for us for an important occasion as this and with all the points above asked for $1000 reparation. What was given was a mere $175, that's totally off!

My husband & I are diamond members for a decade already with Hilton, but it's my first to do business with this branch of hotel. I will stay away from this day on. Knowing that it's all promises during the planning stage, VERY POOR EXECUTION BANQUET & HIGH MANAGEMENT on how to make it right to your customers.

THINK TWICE BEFORE YOU DO YOUR SPECIAL EVENT AS WHEN SOMETHING GOES WRONG, THEY ARE NOT EMPATHIZING OR APOLOGETIC, BUT TRY TO MAKE EXCUSES. HIGHER MANAGEMENT RESOLUTION IS NOT AT ALL COMPENSATING.

HOW DO YOU THINK YOUR BUSINESS WILL DO IF YOU ARE DISCOURTEOUS & RUDE TO YOUR CUSTOMERS, SAYING IF YOU"RE NOT THE ONE WHO GOT CHARGED, HE WILL NOT TALK TO YOU??? WELL, I WAS THE WEDDING PLANNER/COORDINATOR, I KNEW EVERYTHING THAT...