DoubleTree by Hilton Ocean City Oceanfront — Hotel in Ocean City

I wanted to take a couple of moments, now that we have returned from our vacation trip, to let you know of the absolutely incredible service we received while staying at the DoubleTree.  We have stayed there on several occasions; and have made it a go-to for our vacation plans each year.  With that being said, this year it was an absolutely amazing demonstration of what your facility represents in the Hilton chain.  ||We travel extensively, and are currently Diamonds in the Hilton Honors program.  This year we were able to add additional family members to our timing in Ocean City which was long overdue and greatly anticipated; especially since we were joined by our first 1 year old grandchild!  They, unfortunately, had booked with another chain located in close proximity to the DoubleTree; which was a nightmare from the beginning.  With all family members arriving in Ocean City at virtually the same time, the check-in process was initiated by all.  As usual our check in was accommodating, friendly, professional, and most enjoyable.  Pat was the epitome of the consummate front desk representative; and it only got better from there.  Completing our check-in, we proceeded to meet the rest of the family at the other hotel.  My daughter, son-in-law, and grandchild had quite a different beginning to their check-in process.  Walking into the hotel it quickly became obvious that there was absolutely no air conditioning in the concierge / front desk area.  It was stifling. Upon attempting to enter the 1st room, it was learned that it was already occupied,  Obtaining keys to a 2nd room allowed us to walk into a room that was also already occupied.  On the third attempt, the room was found to be literally filled with mold.  All over the ceiling, lampshades, bedposts, etc.  Absolutely unbelievable  There was only one thing to do...reach out to the DoubleTree for assistance.  Pat jumped right on it, asked for 15 minutes to check what might be able to be accomplished, and at the end of the 15 minutes called us to advise he was able to find us a room for our daughter and her family.  It is impossible to describe the relief and gratitude that was experienced by ALL of the family.  Check in for them was a night & day experience...and they too are now Hilton Honors members.  During the rest of our stay the entire family interacted with Pat; who was always accommodating and displayed true family feelings the entire visit.||In addition, the service throughout the resort was a continuation of the aforementioned professionalism, genuineness, politeness, and accommodation we have come to know and cherish at the DoubleTree in Ocean City.  Eric at the Cabana Bar was always attentive, informative, engaging, and helpful.  Many times he offered suggestions for food, activities, and local ambiance.  He, Gary, and Ryan were an exemplary team.|Again, an enormous "thank you" to your staff is warranted; and we look forward to many more hard earned vacations being spent in your facility.||Great...

Wallet was STOLEN from the penthouse. I was a guest of the hotel 7/15 - 7/22. My wallet was stolen from the kitchen counter in our room on 7/18 while we were on the beach. I discussed next steps with the front desk manager. He begged me not to call the police. The wallet was expensive, contained around $1,000 along with my drivers license, weapons permit, 5 credit cards etc.

On 7/18 the police came to take a report and start an investigation. The police required certain information from the GM Tara Nunan, I learned on 7/22 Tara had still not provided the requested information to the police. This information was provided to the police on 7/25 (one week after the incident).

Tara was proactive in taking steps to properly secure the property. She told me she was meeting with a camera security company the following day to install additional cameras and would be submitting to ownership for approval (I don't know the outcome of this). Fortunately she is aware cameras are an essential spoke in the wheel of property security.

Tara offered an 8% discount on the stay to "ease the pain" of the theft. An 8% discount for theft and an attempted coverup doesn't "ease the pain"

I learned through this process the hotel is more concerned about not having any police reports or records then they are about their guests. I later learned the hotel had a suspect they fired before the police could get to them. This suspect has become transient and the police are still attempting to locate. Had the police been given the appropriate opportunity to investigate this the outcome may have been much different.

I'm very frustrated with this situation. Learning of this theft, the bank required all checking accounts to be closed and reopened, new drivers license, new weapons permit, updating all the automatic charges for five credit cards, etc. The amount of time invested in rectifying this situation brought on by negligence is excessive to say the least.

On 8/8 I received a call from Hale Harrison of Harrison Group (owner of the hotel). I greatly appreciated his wisdom. He told me it was my decision to not lock the wallet in the room safe. Call me old fashioned, I thought hotel rooms and/or penthouses were still considered safe. I thought hotels properly screened their employees and maintained appropriate security through staff, cameras, etc.

This situation is unacceptable and deserves the full undivided attention of Hilton.

Aside from the elephant in the room above. We had maintenance there numerous times for the HVAC not working (multiple times), the front door lock failing, sliding exterior doors that couldn't be locked (they solved this by putting a board in the track). Simple failures we didn't call maintenance for included two of the showers were missing soap dispensers, about half of the kitchen lights were burnt out. Multiple lights in the bathroom were...

My arrival and check in were amazing I was greeted with a warm professional welcome and checked in with ease. All amenities mentioned where available which made all the difference booking here since we had five children with us ranging in the ages of 2 to 15. Everything was great until the second day of our stay me and the kids went down to use the indoor pool as we did the night before to find it was emptied and closed. As a parent I was irate to run into this inconvenience and of course upset as anyone would have been. When returning to the elevator it was said out loud by myself that this was this was absolutely ridiculous since the pool was the main reason we booked this stay ! A woman who later I found out was the manager turned around and looks at me and turns away instead of finding out why her guest was upset no instead she told me I was rude when I later went to the front desk to find out why the pool was closed. She was very unprofessional and made me feel uncomfortable as she was not competent to do her job being in hospitality. I went on to ask her how I was rude to her because last time that I checked someone expressing they are upset to themselves and kids and not directed to any other individual isn’t rude thats humanity. I’ll tell you what was rude the fact she ignorantly called me rude and was the rude ignorant one in fact because of this so called half ass manager I will not return to this Hilton location ! She did nothing but make me feel wrong for being upset for something I paid a lot of money to stay at this location and felt insulted she was unprofessional and not having the mentality to handle this situation as a so called manager she made me feel because I was white I was a problem I will be contacting someone higher up to report this situation! I paid to much to be treated as an issue ! The only issue is the only bad encounter I had with this location was with the half ass manager who worked December 21,2024 overnight ! She kept asking me what to do to fix the situation that’s not my job she offered no fix other then to walk my 5 kids in 20 degree weather next door to use the pool ! She was a joke ! And smart ass don’t ever ask a customer what to do ! Be a manager and fix it as someone with an excellent hospitality expertise...