DoubleTree by Hilton Racine Harbourwalk — Hotel in Racine

Nice Hotel in a beautiful location. Customer service on the other hand needs a major help. Very disappointed in the way I was treated at this Hotel and sadly it was from the supervisor Felicity Krupp. Saturday morning I was just not myself due to knowing soon my Family will be attending a funeral to lay my Aunt to rest. I have had nothing but issues with trying to figure out how to get out of the garage (which I purchased a pass for). The morning of the service once again I was unable to exit the garage with the confusion of the tickets. On the phone with my Husband I approach customer service and stated I’m still unable to exit and think I may have thrown away the wrong ticket. Felicity informed me that I can replace it with no problem at the outside kiosk. Me still being flustered and definitely clouded brain I asked her where is she pointing due to me not knowing where the kiosk was. Once again Felicity just pointed stating “over there” never mentioning around the corner of the garage through a door which I had to figure out myself. Once inside I select lost ticket as instructed and was asked to pay $5. Never one did Felicity mention it was extra when I only had to pay $3 for the initial pass. Not wanting to deal with staff I pay to move on with my day. Fast forwarding to the day of checkout. I request a late check out (which I have done multiple times with absolutely no issues). Unfortunately I had to deal with the same poorly trained supervisor Felicity Krupp. I ask if our checkout could be extended? felicity quickly denied it. I finally asked Felicity what was her problem with me and why has she been so rude (bringing up the prior incident) Felicity abruptly cut me off (not wanting to hear my concerns of feeling mistreated) and stated you were on your phone. Little as Felicity know I was on 3 way with my husband and the funeral home which was none of her business (but at that time she had my full attention of how to get out of the garage). By Felicity cutting me off and stating I was on the phone showed there was still some animosity. I also informed Felicity the room was not serviced a day before which was requested (scheduled). There were absolutely no clean towels by 10:30 to be out by 11. Felicity informed me she will send clean towels out but we still need to be out by 11 o’clock. I stated that was ridiculous and nonrealistic. I informed Felicity due to the lack of service we do not plan on checking out by 11 which Felicity stated then we will be charged another night. Deciding I did not want to deal with the headache and just check into another hotel since we decided to extend our stay for Family support. Leaving the hotel (with all our bags pack) Felicity stated in a very non-convincing and some what condescending voice “I was just calling up to your room to let you know that you will be able to extend your checkout time do so someone else leaving early”. I absolutely do not believe that she was calling us I believe that was on purpose you see us packed up leaving with our suitcases and now telling us we can go back to the room and shower such nonsense.

What happened to customer service? What happened to showing appreciation to the people who chose to spend their money at a certain establishment? We could not even get a simple greeting of an hi from staff (except at night from a very friendly male employee at the service desk) upon entering. Totally opposite from the Delta hotel we checked in at. Great inviting customer service. We were acknowledged every time entering and leaving the hotel...

I booked this hotel for my wedding group block for Thanksgiving weekend, gave them 40 rooms of business on traditionally one of the slowest weekends of the year in the Midwest. The contract process with the sales team was not ideal at all. They would not work with us at all on coordinating anything for breakfast for our guests. We signed the contract in November 2021 and they said though regular overnight guests could get a hot breakfast buffet, the best we could organize for a group was a basic continental breakfast in a meeting room. Breakfast packages were available to book for only $5 extra per room, but they would not honor this when booking the group either saying they couldn't accommodate everyone eating at the same time. They also would not let us pay a meeting room rental fee and bring in our own catering for breakfast or for a luncheon. I had asked that if anything changed in the year before our wedding that they let us know and no one ever did. We luckily found another venue nearby that was far prettier and more accommodating for our luncheon and unfortunately left all our guests on their own for breakfast. In addition to this frustration, the director of sales would take several days to respond to me, if at all. I had to call her to get my contract after two ignored emails over nearly 2 weeks. There were any perks to booking the block either except for the slightly discounted rates. Most hotels will provide complimentary rooms or suites for booking a certain number of rooms, or a bottle of champagne at the very least. They did pass out the amenity bags we dropped off but there were several guests that didn't get them but we ended up getting about 8 back. Luckily, after signing the contract we were passed to Alexa in the sales office who was very nice and responsive. She even assisted in setting up a welcome message on the tv screens with our photos. Unfortunately though, when our group cutoff date was close to passing there was no one trained (or I guess authorized) outside of the sales office to send me a list of guests in the block so I could follow up without anyone missing. So trying to get the list outside of business hours couldn't happen. Alexa helped in extending the cutoff date a couple days to accommodaate our last-minutes bookers. The hotel was clean, modern, easily accessible, and offers great waterfront views. Could have been 5 stars if it weren't for the customer service issues that are not typical of...

Over all A 3 for experience: Booked a 2 queen suite

Parking is not paid by hotel so you will pay $3.50 every time you exit garage.

Pro: Front desk staff is the biggest kudos to this Hotel! Their friendly faces and welcoming presence were wonderful. Very helpful! Con: The breakfast staff that must come in at 4-4:30 am are extremely noisy talking loud clanging dishes this is unprofessional. Breakfast does not open till 6:00 am on weekdays and 8:00 am on weekends. So I found myself sitting out side the hotel with a cup of coffee so I didn’t wake my daughter’s and husband. One older one that dressed business casual (greeter) was not a super friendly face to see first thing in am. My room was right down the hall they were my wake up call every morning. Not a pleasant experience and very frustrating. I know there was a complain about harbor walk noise from first floor but didn’t experience that. Recommendation: do not take first few suites located near dining hall. CON: The front gathering area turned into a “party and drinking zone”noise echoed down the halls on the main floor. Husband went out to address the noise twice once at 11:00pm and another at 12:00am I called front desk at 1:00am to notify of noice and she stated she had already asked them to disperse to rooms. Recommendation: Allow staff to remove people that are greatly effecting others stay.

Pro: Harborwalk is very relaxing and the quiet in the morning sitting watching sun come up is peaceful. Walking distance to lighthouses and lookouts is not far.

Pro: The restaurant next door has patio tables you can relax at any time of day:night if not full. Pro: there is an arcade on top of restaurant attached to hotel. Con: You are looking at $40 to $100 a plate for food. The food is not suitable for the price charged. Pro: The welcome cookies were a hit for the kiddos. Pool and hot tub available. Con: The pool is small and reaches capacity quickly.

PRO: Great location for fishing charter we could walk to the boat! Salmon fishing was amazing. We booked with Schools Out Charters. Captain and Crew were perfect!

While we did enjoy our stay because I was visiting my daughter I may explore other options if I were to return to...