DoubleTree by Hilton Hotel Pleasanton at the Club — Hotel in Pleasanton

Let me start off by saying we are long time Hilton members and never had a terrible experience to this magnitude at anyone of our stays let alone extremely unprofessionalism with their lack of hospitality from their hotel staff on how they handled our poor experience. |We stayed here two nights (Friday - Sunday) in August 2023 for our son's first soccer tournament. The facility was a bit dated but clean. We appreciated access to filter water to refill our water bottles however by day 2&3 it was broken. It was a hot weekend and the pool was ice cold and the jacuzzi jets were also broken. Unfortunately, the hotel staff was not equipped to handle a busy weekend. |Day 1 Friday - we had an early morning soccer game the next day so turned in at 930pm. By 10pm to midnight there was a high volume of loud guests walking up and down the hallways making it very difficult to fall asleep as the walls are extremely thin. There was also a conference being hosted during our stay and some of its attendees were staying in the surrounding rooms next to us. 12-2:30am the conference attendees returned back to their rooms intoxicated and loud ready to continue the party without any regard for the time or others. There didn't seem to be any hotel staff patrolling the facility because the volume of noise from hotel guests was significantly loud, disturbing and out of control. At this point my family was not able to get any sleep with the stress of an early morning ahead of us. We attempted to address the matter by calling down to the front desk multiple times. Security was eventually sent up but this didn't make a difference the party noises continued, with inappropriate adult conversation being overheard through the thin walls by our children. Instead of handling the noise issue directly with the unruly, intoxicated guest, the hotel offered to move my family into another room. We were not offered any porter support by the hotel and had to pack-up our family of 4 into a new room at 3am. We asked for manager support and it was promised that a manager would assist us further in the morning for the inconvenience. |Day 2 Saturday Morning came and went into the evening without any further acknowledgment from hotel management. We went down to the front desk and asked for a manager requesting we get reimbursement for the previous night's unpleasant stay. Again, we were told by hotel staff (Mario) that they would get back to us with a manager on how they could make this right. Yet another empty promise. |Day 3 Sunday (check out day) after multiple false promises that a manager would reach out to us, we still did not receive contact from management. We made one last attempt with the hotel staff (Xmienna) who proceeded to tell us that they didn't have a manager on duty until Monday and we would receive a call then. |At this point an entire month has gone by without any attempts by the hotel management team to address our concerns. Do not waste your time or money this location is not not...

I'm not even sure how to start this review since there were so many issues with this hotel. We coordinated with the hotel over a year ago to create a wedding room block. At the time, the hotel seemed decently priced ($120/night) for our wedding guests. Unfortunately, the actual hotel stay proved we should have went with another location due to the following issues:

(1) Smoke smell in many of the rooms. If they had a year during the pandemic to improve rooms, it definitely didn't smell like it.

(2) Luke warm water. It was a hot day during our stay, but every hotel should still be expected to provide decently hot water for showers. This was before the power outage issue I'll describe further below.

(3) Traffic noise. This wasn't a problem for me, but if you're sensitive to noise, this hotel is adjacent to a big highway interchange.

(4) Many of my guests had to check in at 6 PM or later...after the 3 PM advertised check in time.

Now for the more concerning issues of the stay:

(5) Arguing and fighting outside the hotel lobby. Police were called. Unrelated to the next issue.

(6) A thief/degenerate was scouting the hotel bar and restaurant. Hotel security apparently already knew of the person but for some reason didn't remove her from the hotel. She attempted to trespass into my bride's suite and had to be forcibly removed.

(7) Power outage on what was the hottest day of the week from at least 9 PM to 12 PM the next day. According to hotel management, PG&E is entirely to blame and the hotel can only provide 50% off one night...for a room with no power. And of course they refunded some of my guests only 25% or nothing at all, and it wasn't until I intervened that they caught the overlooked mistake and refunded 50% to all. Regardless, 50% is not acceptable for a room without power. Management at this hotel thinks a $60 rate is market price for a room without power when no customer would even consider a stay if they knew they wouldn't have electricity. I'm sure if my guests did not complain, the hotel would have gladly charged everyone the full original cost.

And one bonus oddity:

(8) My room had six TV remotes. Four older ones and two newer ones that actually worked. I would expect a hotel chain to have a little more attention to detail for their rooms.

I hate writing reviews and wish I didn't have to, but I just want to make sure nobody has to experience this level of incompetence and failure to provide decent customer service. I'd say spend more to be safe and have a pleasant hotel stay, but you could probably spend less at a run down motel and still get better customer service.

Overall, this hotel is not dependable for large events and will not provide adequate customer service if something goes wrong. It seems that $60 is more important to the DoubleTree Hilton than a customer's...

Terrible service, room, and experience overall. I couldn’t sleep the entire night before a critical doctor’s appointment. I was on a medical trip and paid to stay up all night in misery. The staff knew I couldn’t sleep due to excessive noise (super loud people banging on walls and the bed) and the AC not working properly.

I called hours before check-in to ensure the AC would be set to 62 degrees or lower, as I have severe medical conditions, including stage 3 CRPS (the worst pain on the national pain scale), erythromelalgia, spinal stenosis, bulging discs, arthritis, and I use a wheelchair. My medical conditions require cool temperatures at all times, or I risk fainting, severe nerve burning, inability to sleep, and worsening symptoms that leave me immobile for weeks.

When I arrived, the room was 80 degrees, and I had to wait in the lobby for four hours before being allowed in. Even then, the AC didn’t work properly—it stayed at 76 degrees all night and only dropped to 70 by morning. For someone with my conditions, this feels like being set on fire. My fiancé had to get a fan and ice for me, and we were both up all night trying to manage the situation.

The staff and management were rude, dismissive, and showed no empathy. After all this, they offered me nothing but a free breakfast coupon, which was insulting given how much worse my condition became because of this stay.

I specifically booked this hotel because I was told the AC would work and keep the room at 65 degrees or lower, but that was not the case. I wouldn’t have chosen this place otherwise.

If you’re considering staying here, I highly recommend the Hyatt House next door instead. They’ve always gone above and beyond, providing a clean, quiet, and welcoming environment that feels like family. The only reason I didn’t stay there this time was because they were fully booked.

Not to mention, when I arrived the way they treated me and looked at me when I came in my wheelchair, was not professional. If you're disabled, please...