DoubleTree by Hilton Hotel Sonoma Wine Country — Hotel in Rohnert Park

I stayed at the Double Tree on 2/13 for four nights with a group of about ten other families who were traveling for a hockey tournament. I booked a Parlor Suite for each night. I learned the day of that the hotel holds each room night, tax AND $75/night refundable security deposit prior to your arrival. I don’t have any heartburn about that, just was surprised by a $300 security deposit to a longtime HHonors member.

The lobby is really nice. I’m almost certain it’s the same carpet as the one in the Double Tree in San Jose. Updated similarly too. I was VERY surprised there was no coffee available, like at all, ever.

I stayed in the Parlor Suite on the 3rd Floor. Room was a 1/5. Each and every cushion is stained, some in the shape of a butt, or would have some sort of gross crusty food. Other furniture is chipped, torn or worse. The bathroom is huge, but the tiles are broken and lift up when you walk on them, the hardware is the shower is older than I am, and the fan didn’t work at all. Lots of dark-colored mold in the crevices. The room itself had an odor that was reminiscent of an old folks home. Hotels get wear and tear, no way around it. But when a couch is discolored from sun exposure, or a chair has a dark outline of a butt, or an ottoman has a tear in it, why NOT have it repaired or replaced immediately? The room was so far behind the curve in upkeep, it was embarrassing for them, and for me, a rip off.

The saving grace was the bed. It was probably old, but it was firm and I liked it. The downside is there’s no fitted sheets. They literally fold a sheet over a mattress topper, then put a comforter down. I’ve never stayed at a hotel that did this.

The majority of the staff I came into contact with was just plain rude and/or unwelcoming.

The gal who checked me in was very nice. Credit goes to her. I can also tell the housekeeping staff is encouraged to greet and acknowledge guests as they pass in the hallways. Outside of this, the restaurant staff was horrid, and quite honestly, curt.

Our group one night was occupying a cordoned off area in the lobby, sort of a space for people to stay out of the way. As it would turn out, this just so happened to be the preferred way servers liked to go to and from the bar. One younger female server, with sleeve tattoos, was obnoxiously rude. The first time she passed, she told us while rushing through how the area was for servers to come through and we needed to make room. Anyone reading this knows there is an open area immediately beyond this gathering area, and arguably is just as simple to pass through. This server wouldn’t give up, and kept the attitude going through the night. One time, another female server brought food to our group and served it on the pool table. The tattooed server came over shortly after and grossly got upset at those people, telling them it wasn’t for eating on.

We had been playing pool that night. All was good, no issues and certainly not abusing the table or anything. The following morning the table had an out of order sign on it, and the front desk told us the “sticks were broken”. Several hours later, other guests got sticks and balls from the front desk and were playing. When they were done, the out of order sign reappeared.

Finally, I spoke to a guest at the pool who was traveling to the area for work. Come to find out, he was in law enforcement, and when he checked in with a state government rate, the front desk told him they “don’t give that rate to police officers”. Not sure where the mindset was, but does this hotel NOT honor a government rate to a public servant who is in town for work because of some woke reason??

Overall, the grounds are great, tons of parking (but no EV chargers), the hotel has a lot of potential upside, they put on a great facade with an updated lobby, but the staff and management are failing the hotel, its...

Double Tree By Hilton Hotel Sonoma Wine Country in Rohnert Park, CA is a beautiful property with an outside pool (open now) Gym, Bar, pool table and several meeting space and around 230 or so sleeping bedrooms.

Aside from the Interior and exterior of the property being aesthetically pleasing, clean maintaining proper covid-19 procedures. Aside from all of that, I found the customer service to be quite lacking.

Upon making my hotel reservation through Expedia, I wrote in notation stating that I would be arriving there as an early check-in around 3 in the morning, I also wrote if I needed to be charged a fee for an early check-in I understood and that I am allergic to feathers and if all feathers could be removed from my room.

I called the hotel a few days before my arrival because I needed to make changes to my reservation and I wanted to confirm that I would still be able to check in at 3 in the morning. I was assured that my request for an early check-in shouldn't be an issue and the information would be passed on appropriately.

When I arrived at the hotel, the night auditor was sitting down in the chair and didn't bother standing up and greet me as I approached her. I informed her that I was checking in and she looked like she was not informed of circumstance she had said she hoped there would be a room available for me.

The night auditor did not explain to me about any of the Covid procedures that were in place for the hotel nor about breakfast, nor about Wi-Fi, nor was I given a property map or was I asked to be a Hilton Honors member. To which I had to ask.

When I went to my to room I saw there was a covid protection sticker on the door but I didn't know if that was the room I was supposed to go into or not because I was not informed of the procedure.

As I got into the room I realized I did not have the Wi-Fi information so I walked back downstairs and asked what the Wi-Fi code was and that's when I asked about the Hilton Honors program.

The night auditor had two chances to approached me about the honors program without having me prompt her. She negated to utilize those opportunities.

The room was excellent, I enjoyed the comfortable bed!! It was however unerving to know that the door to the balcony was unlocked. I only realized it when I woke up and went outside.

When I went to check out that night, because I had to catch the greyhound back home. I was met with the same night auditor who again didn't stand and greet me as I approached the desk. I informed her that I was checking out and she looked shocked and asked me if there was anything wrong with the room or my stay. I was quite annoyed because she did not seemed to make a personal connection with me because I had only just spoken with her in the morning and told her that I would be checking out around this time.

The only staff that was memorable that made me smile was the bartender. - Before the drinks.

Carlos? I believe is his name. Very friendly & personable.

I would say your takeaway should be to retrain your staff, even while wearing a mask you can tell if somebody is smiling. I was not greeted and did not feel welcomed. Anytime a guest walks by if there is conversation among the staff unless it's really important should stop & greet the guests.

Aside from the poor customer service I received, I will still recommend this wonderful hotel and I do look forward to staying there in the...

I'm breaking this hotel down into a few sections. The overall hotel is really pretty and the grounds are well manicured. Wifi was bad everywhere on the property, no hand offs, just dropped signals every-time you walked in a different space.

Starting with the room. Room was big and simple, beds were flat and hard (not in a good way). One had such a big divot you rolled to the center and was very annoying. Water pressure was ok but much better in off hours. 75% of the power outlets in the room did not work and, 2 nights I charged my phone in the restaurant. Pillows were all old feather pillows, we were able to get hypoallergenic options thankfully. We don't have status with Hilton, so any bottled water in the room needed to be purchased. Towels and sheets were standard scratchy starchy feeling. Overall cleanliness was good and the room was cleaned every day.

The pool was nice but freezing, 55 degrees cold. Hot tub was a good temp but the scum ring around it was pretty gross and seemed like it was not really maintained, (outside of the pool boy coming for leaves and ph). I'm pretty sure my kid got a rash from the pool.

Restaurant had decent food but regular California prices. $6 for drip coffee from Sysco. $25+ for a 12' generic pizza. I guess thats common in CA. We only ate dinner one night and everything was par and filling. Breakfast buffet was nice and we were able to get fresh omelets, kids loved the waffles. The servers were all pretty nice, were welcoming and attentive.

I had a run in with a server that unfortunately was not good. I had asked to borrow a bowl for soup to heat up for my kid. I was given a small paper cup. I politely told the server that the paper cup would not work and I even promised to leave a id to ensure I would return it. I was scolded by the server out of her frustration with me. This was not ok, and flat out lie according to the manager I spoke with the next day. I'm pretty sure hotels have big budgets for things like these, so I was left a bit speechless after that interaction.

The final piece that brought this review down to 1 stars and was the managers response to the parking fee. This is not a crowed town on 4th of july, this is a sleepy little part of town in the middle of the Sanoma valley. There was absolutely no reason for them to charge for overnight parking. There was no bellman to help with bags, no valet parking so what in the world were we paying for when there are latterly hundreds of open spaces unused. When I realized that they charged for overnight parking we asked them to remove the charge. The managers response was "That's what everyone else does and it was listed on the web site". I'm sorry but that is not an acceptable answer from a General Manager from a hotel. You can blame it on your policy but you can not blame it on your competition. Also, we booked with Hilton, not double tree and they did not have the information on the web site.

Outside of the constant smell of weed coming from the rooms and multiple halls smelling of throw up, we have decided we will not be coming back to this space next year and will seek other accommodations.

To the bartender lady with the awesome tattoos, thank you for your service. You made a great Manhattan and were very helpful...