DoubleTree by Hilton Hotel Savannah Historic District — Hotel in Savannah

Update: It's been 6 months and still nothing has been resolved nor have we received our money back :-)

Both the Front Office Manager Kristianna Castle-Foster and Assistant Front Office Manager Justin Chewey are extremely unhelpful, dishonest, and unprofessional. When booking our reservation at 10:30PM the night before through my company's travel agency site, the date for our stay (2 rooms) was incorrectly booked for that night (April 28th) instead of the following day/night (April 29th). IMMEDIATELY after seeing what had happened when our confirmation email came through I contacted the hotel to speak with someone directly. They informed me that they did not have access to assist me (false information, they do) because the room was booked through a 3rd party and that I needed to contact the travel agency directly but that it did not matter because they were sold out that night anyways. I advised them I did not want our room to reflect us "No showing" (we live 4 hours away, so we would not have made the midnight cut off time since this was booked at 10:30pm even if we wanted to) and they assured me it would not.

The travel agency was not open at 10:30PM so it was not until the following day when I was able to talk with anyone at all. I spoke with corporate who opened a case for us and advised us to talk with a manager directly upon arrival. When I contacted the hotel directly once again, the woman I spoke to advised me that there was no manager available to assist me, however there would be one coming in that could assist me at 4PM. We ended up booking two rooms directly through Hilton's website using my dad's points before leaving in hopes that it would hold rooms for the correct night until everything could be handled on the back end upon arrival.

When we arrived, Justin (The Assistant Front Office Manager) was on site. We advised him of the situation and asked if there was anything he could do to assist us. I told him when I called earlier there was no manager available to talk with us and they told us that he came in at 4PM. He told us that was not true and that his Front Office Manager Kristianna should have been on property earlier to assist us. He then told us the booking was coded as a "No Show" so he was unable to change anything on his end and that he could issue us a refund but there was no guarantee that the travel agency would give us our money back since they use a different form of payment when confirming the booking. We told him that's fine we would take that chance and asked him to process the refund for us. He told us he had to make a phone call to his manager (Kristianna) to get approval. After returning, he advised us that we had to contact the travel agency and that if they approved it they would process the refund but until then there was nothing he could do.

I was then in contact with the travel agency and they were also willing to make an exception due to the error and the timing of the booking and asked for the staff's names to contact them directly to process everything for us. I provided them with all of the necessary information and then received a follow up email today stating that Kristianna had denied the request "because we did not call her until the day after this happened" (will attach screenshots).

This was infuriating to receive because I called them immediately after the confirmation was emailed to me, which I have phone records to prove. I then attempted to contact her directly and advised her that I have both the phone log and conversation with Justin on my phone as proof that none of the above statements were accurate. She then told me that it isn't up to her to issue any sort of refunds and it falls on the travel agency because "they don't use our credit card when booking." I gave her the opportunity to make things right one more time before contacting corporate again, and she was again, very dishonest and quite rude, continuously talking over me.

To say I am disappointed and frustrated with the customer service at this location would be an...

Hotel Review: DoubleTree by Hilton Savannah Historic District

I stayed at the DoubleTree by Hilton Savannah Historic District in mid-July 2024 while in town for a comedy concert, and my experience was largely positive with a few notable highlights.

The hotel offers valet parking as its only option, which is reasonably priced. The valet service was smooth and efficient, managed through an app where you can request your car and even tip, making the process much more convenient than the traditional method. The valet staff were attentive and friendly, contributing to a hassle-free experience.

Check-in was seamless, thanks to e-check-in, although I did stop by the front desk to pick up a physical key card. The staff at the front desk were helpful, friendly, and attentive. The lobby exudes old-world charm with its elegant décor, including a striking lounge area featuring a big purple sofa and bold color choices, creating a beautiful and inviting space.

One feature I particularly love is the new Hilton app. It's incredibly convenient, allowing me to control the TV and see what’s on directly from my phone. I can tap on a show and have it play instantly—no more fumbling with the remote! The app also makes check-in a breeze, and I use it to open my door. While I still stop by the desk to pick up a plastic key card, I find myself becoming less and less reliant on it, thanks to the app’s efficiency.

My room was clean and comfortable, with a vintage '60s-style chair that added a unique touch to the décor. I appreciated the quietness of the room—soundproofing was clearly well done, as I barely heard any noise from the hall, which is a rare and welcome feature in hotels.

Breakfast offered a good selection of options, with everything looking fresh and appealing. The buffet provided a variety of choices, and the staff in the dining area were friendly and attentive, ensuring a pleasant start to the day.

One of the standout features of this hotel is its location. It’s not only in the heart of Savannah's historic district, but also surrounded by excellent dining options. Within just a few blocks in almost any direction, you'll find a variety of restaurants offering a wide range of cuisines. This convenience made it easy to enjoy great meals without needing to venture far from the hotel.

After the comedy event, I took a late-night stroll through downtown Savannah, enjoying the serene atmosphere after a rain shower had passed through. The area felt refreshed, and I was able to capture some great photographs along the river and throughout the historic streets before making my way back to the hotel.

During my stay, the hotel experienced a Cloudflare computer outage, which I found particularly interesting as someone with an IT background. Despite the challenges, the staff handled the situation admirably. I observed a hotel employee from accounting who stepped in to assist with guest relations during the outage. Her pride in the hotel was evident, and it was heartening to see staff so dedicated and professional even under stressful circumstances. I had checked in a day earlier, so I wasn't directly affected, but watching the staff navigate the situation was impressive.

Overall, the DoubleTree by Hilton Savannah Historic District offers a charming and convenient base for exploring Savannah, with attentive service, comfortable accommodations, and a great location. I already have my next visit booked, as this has become my go-to hotel in the area. I travel to Savannah frequently for business, and this hotel’s combination of comfort, service, and location makes it an easy choice for future stays. I'm back for another trip now, staying at the same hotel, and I'm glad to report that it's still just as tidy as it was the last time I...

This was due to be my 3rd time staying at the Doubletree Savannah Historic District Hotel.

I arrived Sunday afternoon for my 2 night stay. It was my birthday that day and it was meant to be a fun short trip to Savannah to celebrate. When I booked the hotel two weeks prior, I requested a quiet room since I am a light sleeper. This was confirmed by the hotel. When I arrived to check in, the service was okay and I confirmed if I was getting a quiet room. The front desk woman said no, as they did not receive the request. I explained that it was confirmed but they could see where they place me. I had booked a king bed and she advised that a double queen would be on the quieter side so I agreed to it. The service was lacking already but alas nothing is perfect so I headed up to my room.

I walk in and the room is instantly visibly dirty. There is dust everywhere, the bathroom is dirty, there are stains and dirty on the walls, on the table. The bed area has stains. We are immediately repulsed but maybe it’s an isolated incident.

I head downstairs to raise the issues with the room and the Assistant Manager is there and two other front desk employees. They lack empathy and customer service with my issues and awful room experience. I have plans for the evening so I am just trying to get another room so I can go about my night. I was given keys to another room.

I arrive to the second room and I couldn’t believe it. This room was worse than the first room. A huge stain as soon as you walk in, a massive stain on the chair, and white and red stains throughout both beds. Absolutely disgusting. Dust everywhere again. I am truly shocked and horrified at this experience. I called downstairs and I’m told to wait while they try to sort something out. Again, lacking in any customer service. I was on hold for like 8 minutes and no one got back to me so I decided to go downstairs.

I asked to speak with the Assistant Manager and the front desk employee said she’s busy dealing with another customer incident. I ask if she can notify her and she calls her and says I’m at the front desk and begins to laugh in a mocking way. I ask if I can please me moved to another room. She says there are no rooms available so I can either have the current one cleaned or wait in the lobby. I just couldn’t believe this. I am visibly upset and disappointed and the front desk employee had no customer service skills, just attitude and condescension when she spoke.

We grabbed our belongings and headed to the lobby. I was able to speak with the Assistant Manager and again she had nothing good to contribute. She says we would have to wait for another room and didn’t specify a wait time. Again, it’s my birthday, I have plans and would love to shower and refresh after a long day of traveling but that’s not a possible thing in this dirty hotel. I ask if the next room can be checked before given to me and if there is a better room I could be given due to these two instances. She said that my double queen was an upgrade from my king bed. Clearly, not a an upgrade when the upgrade is an extra bed and extra dirt in the rooms. At this point I’m starting to realize I do not want to spend my stay in this awful hotel with staff that have zero understanding and no concern to help.

I ended up calling where I booked the hotel and managed to coordinate a refund. There were no apologies by the Assistant Manager or her staff. They all had attitude, no customer service skills, and absolutely no empathy for the 2 hours of my life I wasted switching rooms and waiting the frustration I was in. Stay far away from this hotel. The rooms are dirty, gross, full of stains and the employees don’t know the first thing about working in the...