DoubleTree by Hilton Hotel Park City - The Yarrow — Hotel in Park City

When we checked in, they didn’t have the room we had reserved available. The employee was relatively new, and informed us he needed to call his manager, who didn’t answer. He then gave us the option to downgrade or upgrade (without cost), with the caveat that if we upgraded, we may have to move at some point during our stay if the room we reserved became available. We chose to upgrade. The next morning, I called the front desk to check in on the situation, and specifically inquire whether we’d need to switch rooms. The employee — Mike — informed us we would have to move rooms but went great lengths to accommodate us, including ensuring the new room was available to us almost immediately, within close proximity, and offered to allow us to eat breakfast each day at no charge (I.e., service recovery). He even walked us to breakfast the first day. Mike went above and beyond during our stay and his customer service was phenomenal — he made us feel like we were the most important guests.

Most of the other employees we encountered, whether at the front desk or the restaurant, were equally excellent, with the exception of one of the managers, Paula. One day, we were told by the waitress in the restaurant to talk to the front desk, and on our way back to our room, Paula, to no surprise, was talking about us (this was one of three separate occasions we walked by the front desk and Paula was talking about us at the front desk, referring to both our name and room number). We continued to walk by and came back within a few minutes to talk to the front desk, as the waitress asked us to. We were greeted by a female employee who didn’t even allow me to finish my name/room number when she quickly and hastily said “we need to have a little chat,” and retreated to the back office. When she emerged, she was with Paula. Paula quickly informed us that we could not order from the restaurant for breakfast (contrary to what Mike told us) and, instead, could only get the breakfast buffet. I quickly informed her that that was contrary to what Mike had told us, and we’d prefer to discuss the issue with him. She then informed us she wasn’t even aware of the issue and why there was a service recovery and when I tried to explain it to her, she continuously cut me off. I continued to inform her that we’d prefer to handle any issue with Mike and would talk to him when he was available. She continued to cut me off. I then requested that she discontinue talking about guests, including myself, by name and room number openly at the front desk. She informed me that she was “pretty positive” she had not done that, despite me walking by literally minutes prior and hearing her. The next day, Mike personally called our room and apologized for the situation with Paula and informed us we, in fact, could order from the restaurant.

Put simply, Paula is rude, not equipped to handle customer service issues, and lacks basic manners. Ironically, after our interaction with Paula, we reviewed several reviews, which include similar experiences and sentiments about Paula. Had we been forced to deal with Paula the morning after we checked in (because of the room unavailability), I can confidently say we would have left the hotel.

Mike is the textbook definition of a perfect employee, and we are so thankful for his kindness.

The DoubleTree is in a great location — across the road from Park City Mountain, about a mile to Main Street, and walkable to Fresh Market, Walgreens, and other stores/restaurants.

The hotel is a bit old, but the rooms are well kept and clean (and perfect if you’re not going to spend a lot of time in the room). The hotel has a restaurant, which has great breakfast. The avocado toast and eggs benedict were two of our favorites!

If Paula doesn’t work here next year, we will for...

As a Hilton Honors Gold member, I've stayed at numerous Hilton locations both domestically and internationally. The DoubleTree by Hilton in Park City, formerly known as The Yarrow, is beautifully situated with stunning views and convenient access to all local attractions. You're even next to a grocery store, which is quite handy. The room cleaning staff and front desk personnel were professional and provided satisfactory service.

Now, on to the less favorable aspects of my stay. The hotel features a restaurant, The 1800 Cafe, where I found breakfast to be a safe bet. However, after a four-night stay, I strongly advise against dining there for any other meals. Though the prices are comparable to average dining in Park City, the quality was disappointing.

I attempted to order the Beef Wellington. Unfortunately, it was prepared using flatbread dough, typically used for pizza. The dough was undercooked, oily, stretchy, and overall a disaster. More concerning was their use of pre-cooked beef, which I suspect might have been leftovers. On my visit on Wednesday, May 21st, the meat was rancid, and even the mushroom sauce couldn't mask the smell of spoilage. I brought this to the attention of the server, who faced communication challenges due to a language barrier. When I requested the dish be removed from my bill, he explained that only the manager, available in the morning, could make such adjustments. In the end, I was charged $25 for an inedible dish.

Additionally, I tried the Caprese Sandwich, which should be simple yet delicious, typically made with buffalo mozzarella, tomatoes, pesto, and a balsamic vinegar reduction. Unfortunately, this too was a letdown and far from what one would expect.

They slathered a thick layer of pesto, about 4 cm, on both sides of the toasted bread—a layer so generous that it surpassed the combined thickness of the thinly sliced tomato and mozzarella. The pesto carried the classic flavors of pine nuts, basil, garlic, and olive oil. While the taste was not unpleasant, the abundance of pesto was overwhelming. It soaked the once-crispy bread in olive oil, rendering it soggy and greasy.

The surprise element? A balsamic vinegar glaze drizzled over the entire sandwich. Picking it up was akin to handling an olive oil and balsamic-covered burger, leaving my fingers slick and stained. This attempt at culinary flair turned the simplest item on the menu into the messiest. Repeated burping kept me revisiting the pesto taste throughout the night.

This was more than a pesto sandwich; it was an oily concoction garnished with minimal tomato and mozzarella. The next day, I expected to be haunted by the vibrant green of pesto as I bid farewell to the night's meal.

On the bright side, the fries were absolutely divine! Now, onto the blackened fish dish: a simple preparation of lightly breaded fish, grilled to perfection. However, the seasoning was so heavy that the edges of the fish were crunchily burnt. The fish itself was moist, but all we could taste was the overpowering seasoning, which carried a savory yet burnt aroma throughout.

Service during the mid-season was significantly scaled back, making it difficult to find assistance from the restaurant staff. My wife and I ended up retrieving our own menus, seating ourselves, and waiting. After 10 minutes, we heard some noise in the back area. I knocked on the door leading to the dishwashing area, where we found a staff member on their cell phone. He noticed me and called for the chef, who then asked for a waiter. The waiter finally arrived 15 minutes after we had initially sat down.

Overall, while the hotel's location and views are commendable, the restaurant leaves much to be desired. I recommend exploring other dining options...

Beware of booking reservations and staying at the Doubletree by Hilton in Park City, Utah. We had to cancel our skiing reservation due to family illness. The email confirmation that I received from Doubletree Park City indicated cancellation was required by 11:59 of the day prior to arrival to avoid cancellation charges. I called to cancel at 11:45 PM the day prior & was still changed a cancellation fee of one nite which is approximately $480.

When I called to cancel, I was routed through their automated system, & was finally transferred to a very loud and busy call center that was obviously outside the U.S. The person I spoke with told me they have to call the front desk in Park City due to the time being close to midnight and placed me on hold. After about 20 minutes on hold I was disconnected. I had to call back, speak with another outside U.S. call center rep who put me on hold, AGAIN, and called the Park City Doubletree front desk. They finally transferred me to the front desk after over 45 minutes into this ridiculous ordeal.

Isabella at the Doubletree by Hilton in Park City told me that she would not refund my deposit due to it being after midnight on the day of arrival. At this point, at least 45 minutes have passed, 15 of those minutes prior to midnight. Isabella then told me that I need to speak with the reservation department - meaning the call center that dropped my original call and the same call center that transferred me to her on my second call-in attempt. You just can't make this stuff up.

Then Isabella proceeded to tell me that I should have called the front desk of the Park City Doubletree directly to begin with. My response was, "you're kidding right?" I told Isabella that I have been a Hilton Honors member for many, many years & that I regularly receive emails from Hilton, and that the number I called was the number provided in the confirmation email from Hilton. If the correct response from me was to call the front desk directly, why did two call center reps put me on hold while THEY contacted the front desk - resulting in me being disconnected the first time they put me on hold. And why did the confirmation email not include the Park City front desk phone number if that was the number I was supposed to call.

Isabella even went as far as telling me that the Park City front desk phone number is on their web site and I could have looked it up myself. My response is, "you're kidding right?" Yeah sure, that makes sense. I'm looking at a confirmation email from Hilton with a contact phone number, but somehow I'm supposed to be clairvoyant enough to know that the number that Hilton provided me is not the correct number for me to call.

This entire process has been frustrating & unsettling. The fact that I'm writing a Google review of Doubletree by Hilton Park City Utah at 1:30 AM on a Monday morning with sick children, pretty much speaks for itself. I would not recommend doing business with this hotel and I was extremely dissatisfied with my interaction with Isabella from the Park City Doubletree front desk. If this is how they treat a longtime Hilton Honors member, I can't imagine how they treat other customers.

There are many other hotel options in Park City to choose from and it seems that I'm not alone in this opinion based upon their current customer rating & reviews. That's pretty sad for a Hilton Doubletree property and speaks volumes of the poor experience that could await you if you choose to stay at Doubletree by Hilton in Park City. After having just looked at some of the other poor reviews, it appears that the name Isabella is a recurring theme. You've...