DoubleTree by Hilton Hotel Sacramento — Hotel in Sacramento

Unacceptable Stay at DoubleTree by Hilton Sacramento

My recent stay at the DoubleTree by Hilton Sacramento from January 17th to January 19th, 2025, was deeply disappointing. Despite my efforts to contact the hotel staff and manager Jorge to resolve the issues for over a month and even tried to contact the corporate office they always say they will get back to me and nothing ever happens , II had hoped to handle this privately, but since no one has responded, I feel compelled to share my experience publicly.

When I checked in, I was informed that there was no hot water or heat in the rooms due to a gas leak. As someone recovering from surgery, this was particularly concerning because cold temperatures worsen my condition. I understand that emergencies happen, but I was assured that I would be informed immediately if the situation improved. Unfortunately, I received no updates and had to call the hotel myself on Saturday evening to learn that hot water and heat had been restored to some buildings.

Throughout my stay, the front desk staff seemed dismissive and unhelpful. Each time I called for updates or assistance, they appeared eager to end the conversation and provided minimal support. This lack of care from the staff was extremely frustrating.

To cope with the cold, I requested extra blankets and pillows, which were delivered to our room. However, the blankets were in unacceptable condition—one had visible blood stains (photo attached), and the other looked incomplete, as though it should have been inside a duvet cover. On top of that, the bathroom and beds were not clean. There were long hairs on the surfaces, snot on the shower wall, and an overall lack of hygiene.

On the night of January 17th, I was forced to leave and shower at a friend’s hotel 20 minutes away, which was incredibly inconvenient after a long day working at the International Sportsmen’s Expo. The following evening, after being informed that hot water and heat were restored in certain buildings, we had to relocate to a new room—yet another disruption to an already frustrating experience.

I have stayed at numerous Hilton properties in the past, and this experience does not align with the high standards I have come to expect from the brand. The lack of cleanliness, poor communication, and dismissive attitude from the staff made this the worst stay I have ever had at a Hilton hotel.

We had hoped for better care and service to address the unacceptable conditions we experienced during our stay. Unfortunately, this location fell far short of expectations, and the lack of responsiveness from the staff only exacerbated the situation.

I urge Hilton to take these concerns seriously and implement better practices to ensure no future guests have to endure a similarly...

​As someone who has stayed at hundreds of hotels as a world traveler, I feel compelled to warn future guests about my experience with the DoubleTree by Hilton Sacramento. My stay was ruined before it even began due to deceptive booking practices and dishonest front desk staff.

​The hotel's website clearly advertises a specific bedroom suite. I attempted to book it for multiple dates, but it was never available. When I called to inquire, multiple front desk employees, including Andrea, told me flat-out that no such suite exists. They didn't just say it was "unavailable"—they insisted it was a "phantom room" that was not part of their inventory.

​I refused to be brushed off and contacted corporate Hilton Guest Services. Corporate confirmed the room's existence and stated I should be able to book it as a regular Honors guest if it's available. They eventually transferred me to a helpful catering staff member (surprisingly the only competent employee I encountered at this hotel) who finally clarified the truth.

​The suites do exist, but they are held aside for VIPs or guests with special contracts. This directly contradicts what Hilton’s own corporate service team told me and makes it clear that as a regular paying guest, I was not being treated with honesty or fairness.

​Let's be clear: This hotel advertises a product to the public that it seemingly refuses to sell, and then apparently trains its staff to lie about its existence. It is incredibly disappointing to see a hotel of this caliber effectively segregate room availability and mislead customers rather than simply being upfront.

​This is not just poor service; it is a deceptive and illegal business practice. This is a classic "bait and switch," an act prohibited by the Federal Trade Commission (FTC). Furthermore, this practice of making "untrue or misleading" statements in advertising appears to be in direct violation of California's False Advertising Law (Cal. B&P Code § 17500) and constitutes an "unlawful, unfair, or fraudulent business act" under its Unfair Competition Law (Cal. B&P Code § 17200).

​The inconsistent and dismissive treatment by the front desk staff, like Andrea, was unacceptable. If a room is not for public booking, it should not be on the public website. Management needs to end this dishonest "VIP-only" charade immediately and retrain its staff to treat all guests with basic respect and transparency. This issue has been escalated to corporate as a formal complaint and they have confirmed the illegality of this process and assured me that the hotel management staff will be...

The place is pretty huge, there are several buildings that house the assorted rooms. Charging people $10 a night to park in a hotel that they are staying at just irritates me, more so when you book through a booking website and there is no mention of it. There is no option to park outside of their paid lot, unless you want to park at the mall down the street and walk back. To top it off, our room key did not work on the sensor, and we had to call the front desk to get out of the lot. We booked two rooms (one with two double beds and the other with a single king), this review is based off of the room with the king bed. At first glance, the room had a good amount of space to move around, but then we noticed that the room was handicap accessible, meaning that the toilet and shower heads were not standard heights. I would have preferred that they asked if we wanted such a room, but by then it was too late and we needed to be up in a few hours to get back on the road. The ice machine on our floor did not work The bed was entirely too soft!. I like a softer bed, but when I sink into it, it is too soft. My wife has back issues and needs a firm mattress. It would be nice if there was information made available about the firmness of the mattresses. The pillows were so small, I prefer king size pillows when I have a king sized bed. The smell of marijuana coming into our room was over powering and kept waking us up. I know that this is not the fault of the hotel, but maybe an improved ventilation system could help with this. The sink had an extremely slow drain, which caused it to back up, splashing the water back up as we tried to wash our hands. The toilet needed to have the handle held down for a few seconds in order to flush all the way. The shower head was "leaking" causing a small stream of water to spray at the wall and out into the bathroom area. While taking a shower, the tub began to back up with water. A short moment later the water drained, but then filthy water began coming into the tub. When I mentioned these things and showed him pictures as proof, he thanked me for bringing it to his attention and asked if there was anything that he could do to make things right. He offered breakfast, but we had to pass, we were in a hurry. He then offered coffee, but again, we did not have time to wait. With that, we were given four cookies and sent on our way. It should go without saying that some sort of compensation regarding the room, should have...