DoubleTree by Hilton Hotel San Bernardino — Hotel in San Bernardino

Good hotel but the discrimination I experienced when dealing with the morning group of workers was out of this world. I had to stay here because a pipe burst in my home causing water damage. I checked in the night of the 26th with a hotel manager using my prepaid debit card because I don’t do banks. Everything went smooth. Myself and my 3 children AND dog checked in. Used my card had no issues. I ended up needing to extend my stay, in which morning crew said I would have to rebook it and do it as a new check in still but would be able to keep my room. They said I had until 2 pm to do so in which I dropped my kids off went to work and rebooked the room. I called to verify and when I came down on my break from work to put my card on file Valerie I believe her name was at the front desk before even checking my reservation told me I had to wait 30 min because it probably didn’t come in yet. I asked if she could check which she did and lo and behold my reservation (already paid for) was there. We proceeded to check in and it just seems like she was doing the most to hold up my check in. I sat at that desk for 30 min while she searched online the type of cards they can accept mind you I just used a prepaid card for the room I still at this point currently had, checking with other staff, asking the manager. Just for them to tell me that they can’t take my card because it was a prepaid card. Literally the same type of card I used previously now less than 24 hours later was a problem. I explained to them that my property was paying for the room and that was the last of the money allotted to help board myself and my children while they fixed ourselves place. I am now at work trying to figure out where my children and myself are going to stay because we still can not go back to the house. For the manager (Megan) to also lie and say she heard her associate (in the morning) tell me that they do not accept prepaid cards so they refuse to make an exception really pissed me off because it was a lie! I told her why would I reserve with you guys AGAIN, allow my limited money to be taken out of my account just for you to tell me no. It felt as if now she was trying to call me a liar when they in fact messed up on their end. She even acknowledged their screwup by stating the manager from the previous night would have disciplinary action which there was no need for me to know that. They try to make it seem like “oh we’re so sorry” but you literally went above and beyond to ensure that I was not able to check myself and my family into a hotel room (we already had our stuff in). You can not be in hospitality make mistakes like that and not be hospitable leaving a mother, her children and a dog with nowhere to stay for ONE NIGHT. I even offered to out the card on file and pay the deposit out of pocket but of course they had zero resolution that was a better outcome for my family. It’s very unprofessional, especially after speaking with her associates several times on how I would book it so there wouldn’t be any further issues. This is exactly why I stick with IHG properties because the hospitality really shows. Would have done that here but there aren’t any in the area. Will never return here and will be...

I had such a positive experience checking in. Immediately I was greeted by a hotel desk agent, Nigel, who is beyond kind. He was genuine and made small talk about my sweater. He was informative about the key cards (how you use them and how they can deactivate), he added a guest to my room, let me know the information about check out, luggage carriers, breakfast location, and offered me a chocolate chip cookie (he made sure to inform me that it had walnuts).

Nigel has such a great and positive personality; he is a delight to be around! Nigel has astounding customer service, definitely someone you want to keep as an employee, and I would encourage you to excel him as manager. He cares for the guests, the services provided, and the property!

During my conversation with Nigel, I talked to Refugio, Nigel’s supervisor, as well and had a few laughs about the luggage carriers (I drew a blank and called them strollers). I asked Refugio about the policy with luggage carts and he said it’s appreciated by staff if they are returned (which I did). Refugio and I made small talk about the day and then he tended to other guests as they approached the front desk.

As I was leaving, Refugio asked if I wanted to fill out a card for Nigel about my experience and the hotel. I am so pleased to fill one out because both men had exceptional customer service and I want to acknowledge them!

It keeps getting better and better at this hotel! When I had dinner at the dinning room area my server, Ashlee, was so kind and kept checking up on me and refilling my water. Refugio gave me a 15% off coupon to use for dinner. The food took me by surprise by how delicious it is and how large the portion sizes were. The shrimp fettuccine is AMAZING!

Little bonuses: I watched a movie on TV and when I came back I noticed the TV is programmed to your name.

The thermostat is updated and on the wall vs outdated and on the window.

The bed is super comfortable and the pillows are firm but...

This is one of my favorite hotels to stay at while in San Bernardino. It's a bit more upscale than the others in the area and it offers a lot of amenities and delicious hot fresh cookies. What I don't like is the charges they added to my card 3 or 4 days after I checked out. When I checked out I spoke with the front desk about the parking charge they were charging on my card and I explained to the front desk that I never parked in their secured parking lot due to the fact that I was on my motorcycle and I parked by the street in the drive thru area near the entrance and exit. She agreed that I shouldn't be charged for parking and took the charge off. Then I noticed a 2nd charge for the same thing. I asked what that was for and she said it was for the guest I had. I explained that my guest didn't drive to the hotel because it cost more to park there than getting a ride from left so they got a ride. This charge was also removed at the time of checkout. Then 3 days later I'm going over my bank statement and I noticed that the hotel very sneakily placed the charges back on my card. This unacceptable and not professional after I had already discussed the matter with the front desk and considered it resolved. I am very particular with my charges accruing on my account and I make sure I do not overdraw my account. By the hotel placing these charges on my account without reaching out to me they put me at risk of that happening. Luckily I keep a little extra for times like this. But what of I hadn't? Then I would be overdrawn and for no reason or fault of mine. Just because the management wants to go against what his employee already resolved with me and be almighty and right even though they're wrong. I called to get to the bottom of this and the manager wasn't there and never called me back. If you don't mind your card being charged after the fact then stay here. I'm good and done...