DoubleTree by Hilton Hotel Boston - Rockland — Hotel in Rockland

I drove down from Maine for an emergency, my dad was dying. This was one of the closest locations I found and booked it upon arrival. It was late and it had been a long emotional day.. i entered and the front desk clerk (James) was very nice! But that’s about all that’s good with the hotel. It was super sketchy that the device to put your card in and pay was down, so you just had to trust that he was writing down your card information in the right place rather than some scam situation. But anyway, once I got up to my floor, I entered my room and the toilet had poop on the toilet seat and the toilet paper looked like someone just touched/grabbed it. I then tried to inspect the bed but was too skeptical to do a good/thorough look because I could already tell the room hadn’t been cleaned, but I looked at one corner (barely) and then put the sheet back in place. I then had a bite on my finger! I went to call the front desk to let him know what the situation was and for a refund and when I went to use the phone, it didn’t work. No dial tone , no nothing. I thought hmm, maybe it’s unplugged! Nope! So I called the front desk from my cellphone to explain what was going on and etc and that I would like a refund as this was a horrible experience and I was already emotionally exhausted about my dad not well. He said there’s no manager on and gave me the information to contact if I needed to so I emailed immediately because I can’t believe that ALL I WANTED WAS A CLEAN PLACE TO STAY BEFORE HAVING TO WAKE UP TO MAKE SURE MY DAD HADNT PASSED IN THE NIGHT (mind you I arrived at 830 and I left at 4a because he passed). I had come back at 7a for breakfast as I thought the front desk said it was included in the stay.. but apparently not because I was charged $20 for it. Anyway! Back to the original night I arrived! I was exhausted . He moved me from room 433 to room 430 and it smelled like unshowered bodies and unwashed cloths. And I couldn’t leave to another hotel because I refused to keep shelling out money when things were WRONG/dirty/unacceptable. When I woke up.. definitely had bites on me and feel like something is crawling on me from time to time. I WOULD NEVER come to this hotel again and I would NEVER advise ANYONE to stay here unless you want a completely dirty room and stay in...

My friend and I recently stayed two nights at the hotel as part of a wedding party. We are two handicap elderly women with multiple sclerosis and we use walkers. My friend made the reservation and pre-paid $494 for a handicap room. However, when we arrived the handicap rooms were not available. We had no option but to stay since we are from out of town. The room they gave us was not on the first floor, the hotel didn’t have anyone to help us with the luggage to the room, thankfully my friend’s brother was able to help us. There was no room service and they didn’t offer extra assistance considering our limitations and the lack of accessibility. The bathroom was not handicap accessible, making it impossible for us to go in the bathtub, we were not able to take a shower nor bathe during our stay. We were told the breakfast was included, however, when we got to the dining room they had high tables and chairs, which were not accessible for us. We were not offered any assistance to get the food or to seat in another place, so we were also not able to eat.

Since they don’t clean the rooms either, we called the front desk to request they pick up the trash that had disposable wets so the room wouldn’t smell. They didn’t send anyone. Thankfully we saw a housekeeper on the hallway that assisted us at our request. Like I mentioned at the beginning, we are two handicap elderly women, if you don’t have accessible room the least you can do is provide accessibility in other ways. This hotel is not complying with the ADA (American Disabilities Act). They use as an excuse that the room was supposedly not booked through the hotel, but this doesn’t make any difference, we were staying there, we had particular needs to be met. Accommodations and human consideration should be provided. I’ve stayed at many Hilton hotels in years past and never was I treated with such disrespect like I was at this hotel. There’s a lack of sensibility, empathy and kindness when dealing with people with challenges. No sense of giving the extra mile, if not as employee, at least as...

Absolutely disgusted by your general manager, assistant manager and employees . Dewan kashem who threatened me after 2 weeks of staying here after having surgery. He picks and chooses who to i.d. Overbearing his employees. After being already I.d by employee the general manager came over and requested it again. Threatening to call the cops if I don't show my id. But I'm pretty sure he doesn't id anybody else. His name tag was not even spelt right. He gives the Hilton name a bad name, and should maybe take an unpaid vacation and think about his actions and HOW HE SPEAKS to people paying. I even asked him to show me this specific policy he was talking about but he could not. He acts like he owns the hotel. Which give the Hilton name a bad rep. I will be calling his bosses. After I showed my id I left. I will be coming back to stay there and I will call his bosses by then because he definitely shows retaliation. When he saw my id he studied it after the first employee did. Overbearing hostile work environment, discrimination towards customers. Issues continued where they said there was to many issues with payment and cannot stay there anymore, but said I was right when any other place would let you pay online or over the phone or when they run my card they are supposed to call me to let me know they are running it, the assistant manager said “absolutely accurate”, then said I had an explicit conversation with an employee, all because I lost reception, I said to her what is the outstanding payment I need to pay in order to stay, she said deal with management. They are mad because we had a reservation for 1 night and there system made for two. The lady said we walked out, she didn’t say excuse me or get out attention if there was supposed outstanding balance. And there phone calls are recorded. This place is a sham. -...