DoubleTree by Hilton Hotel Atlanta - Roswell — Hotel in Roswell

NOTICE: DoubleTree Roswell Formal Legal Complaint For Racial Discrimination and Severe Service Failures at DoubleTree by Hilton

To Whom It May Concern,

I am compelled to formally report a disturbing and blatantly discriminatory incident at the DoubleTree by Hilton, which occurred on Saturday, April 13th at approximately 10:00 AM. This complaint outlines multiple violations of the Civil Rights Act, as well as breaches of consumer protection laws, and announces my intention to seek full legal remedies.

Upon my attempted check-in, I was immediately informed by hotel staff that despite numerous prior instances across Hilton properties, the use of debit cards was now inexplicably prohibited. This abrupt policy change forced me to utilize a less preferred payment method, disrupting my arrangements and setting a precedent for the subsequent prejudicial treatment I received.

As a Silver Member of the Hilton Honors program, I am entitled to certain benefits, including the option of late checkout. This privilege was categorically denied without reason, further indicative of the unequal treatment I endured compared to other guests. This denial is particularly egregious as it directly contravenes the loyalty program's terms, to which I have faithfully adhered.

The situation escalated significantly when I, having checked in online due to the initial payment issue, was overtly ignored by the check-in staff. They prioritized other guests who arrived later, a neglect that persisted for over 35 minutes. This act of sidelining not only demonstrates a breakdown in service protocol but also suggests a pattern of discriminatory behavior based on my race.

In an attempt to resolve these issues, I contacted the front desk only to be put on hold by an employee named Candice, who stated, “I’m not going to have time to deal with you because I have other customers in front of me,” before abandoning the call for an unacceptable duration of 45 minutes. This statement, coupled with her failure to return to the call, exemplifies a clear disdain for customer service obligations and possibly reflects racial biases in customer prioritization.

The encounter reached a critical point when I attempted to escalate my concerns to a higher authority by taking a business card for the dual general manager, Oz Cagdas. Candice aggressively attempted to snatch the card from my hand, directing me instead to contact a lesser authority, Mario, thereby obstructing my access to rightful management intervention.

This series of events, recorded on video, captures not only the explicit rudeness and abrasive conduct of the staff but also their concerted efforts to prevent me from reporting this misconduct. The footage will serve as key evidence in forthcoming legal proceedings aimed at addressing these civil rights violations.

Given the gravity of this incident, which compelled me to immediately vacate the premises for my own dignity, I demand a comprehensive investigation by Hilton into this matter, along with immediate corrective action against the employees involved. I am prepared to initiate a lawsuit seeking not only compensatory damages for the direct and indirect costs incurred but also punitive damages to deter such discriminatory practices in the future.

A response is expected within five business days, detailing the steps Hilton will take to rectify this situation. Failure to respond appropriately will result in further legal actions, which may include but are not limited to, seeking judicial enforcement of my rights under applicable...

I was looking forward to my best friend’s wedding. She booked a wedding block for her guests through your hotel, and when I arrived in the evening, we were greeted by the most hospitable employee who checked us in and offered us complimentary water. At 10 AM Saturday morning, we heard an Industrial jackhammer drilling through our ceiling. The noise was so loud that it vibrated through the whole room. There was no way to drown the noise out with music or the television.

OKAY. WHAAAAA???? So with all the fine print on the Hiltons website, that is supposed to stand out to people. Next, someone made the call that it was okay to book rooms directly next to this construction on the day of people’s weddings. Lastly, a one-liner disclaimer on the website is not the same as notifying guests that you would do that to them. You robbed us and my best friend’s wedding party of the option to go somewhere else. Somewhere quiet. To sell people a hotel room directly underneath major intensive jackhammering all day long is messed up. We would never have stayed there.

My husband had to find a bench outside to read a book since he couldn’t be in his room, and luckily, the bride was on the seventh floor where the noise wasn’t as bad. None of the wedding party could take a nap or sleep in. This was one of the worst experiences in a hotel I’ve ever had. As a consumer, I felt taken advantage of for two reasons. My best friend put your hotel on her wedding page on the knot and sent you all of her friends and family from out of town, and this time up with all-day construction on wedding days. I could’ve stayed anywhere, and the fact that my friend chose your hotel I take to feel taken advantage of because you didn’t say anything for starters, and that somebody in management made the call to book rooms directly above and below, intense construction that began from morning until late evening on the day of people’s weddings. Let me reiterate that this noise could’ve been heard over a firetruck siren. The noise was unbearable and went on for hours and hours, despite multiple people from different wedding parties complaining. I’ve never been more baffled and do not know who would make that call to put customers in rooms directly under jackhammering. It felt cruel, and had an employee inform us at any point of the transaction that this was going to be the case, we absolutely would never have stayed there, and I am so disappointed my best friend bought them all of that business. I stayed in room 316, blue stains on the rug, and the toilet handle did not properly flush. There was a leaky shower with parts coming apart, and nobody bothered to bring us fresh towels or complimentary breakfast. As a mother of a 3 and a 5-year-old, we just deserved to be able to stay in their room. Not to mention, our flight was at 6 AM, so we had to leave our hotel at 4 AM, and we ended up paying $450 for just getting a couple of hours of rest after the drilling and the wedding. The fact that my husband and I are home now, back to work, and tending to my two little kids, and I find myself having to take the time to write this letter, I look back at my trip as wonderful, excluding our truly miserable stay at the DoubleTree Hotel --where I was sold a room that I could not be in because of the constant noise violation of chainsaws and jackhammering machines on my ceiling. I’m still baffled. And there were multiple wedding parties at the hotel! No one could sleep in! It’s just...

It is a long story. We originally booked our rooms in Embassy suites, from which they transferred us to DoubleTree, Roswell due to some unexpected room repairs or over booking. Embassy suites front desk staff was really polite and apologized for the inconvenience which we could understand. They gave us a letter to hand over to DoubleTree where they mentioned that all the expenses will be covered by Embassy suites. They made sure that breakfast is also covered as part of the transfer which is great.

Check-in to DoubleTree was awesome, the assistant manager Jones was really cool in getting us checked in quickly and in a professional way.

The room is small compared to embassy suites, and beds were double compared to Queen. Booked a room with 2 queen beds. Room was clean and all the amenities are of good quality. Bed was comfy, and pillows were soft. One thing i noticed is the lack of vent in bathroom. So the bathrooms were of cloudy and kind of unusable after 2 hot showers.

My problem started with next day breakfast where the Cafe manager said breakfast is not included in the room rate (which is clearly/boldly captured in Embassy suites letter and Jones confirmed during check-in). We went to front desk and explained the problem and the gentleman there didn't have the patience or courtesy to look at the embassy letter before giving us a lecture on DoubleTree hotel policy. I made calls to Hilton reservation and later to Embassy suites,Alpharetta and none of them offered any help. The Embassy suites front desk offered breakfast at their place (which ~5miles away) which i declined. After several minutes the front desk guys looked up the embassy letter and said we are good to go. We lost almost 30mins in the morning just because of these guys non-professionalism. The breakfast is below average for the price they charge ($16/head)

And the worst part was the story repeated on the second day breakfast as well. I was pretty upset with this, but Dwight (second day cafe manager) and lady at the front desk quickly resolved the issue in a professional manner.

They should have made the necessary arrangement to not to repeat the same mistake again. Both days (especially first day) DoubleTree ruined our beautiful morning with their bad process and some peoples attitude towards work. Some of the people there really needs coaching on how to handle situations like this. Will think twice before booking...