DoubleTree by Hilton Burlington Vermont — Hotel in South Burlington

When we arrived, we were first given a room that had not been cleaned by the staff since the last guest left. The second room had hair in the bed and crumbs on the chair. The third room had a chair that looked like a cat had urinated on it several times. No concessions were offered by the hotel until, after the third room issue, we asked for the manager, Tom Miller, who, when told that we planned to contact the corporate office said he would comp the room for the night. We were then finally given a chair that was not stained (but the up and down mechanism was broken), and the upholstered chair was also swapped out because it too was damaged. It took over an hour just to check into our room, which is not great after a long day of travel. We have pictures that document the above, except for the upholstered chair. When my wife asked if an animal/pet had been in the room, Mr. Miller said no, it's just that the furniture is 7 years old. Finally, the next morning when I went to check out, reception said the charge was still on the books and the room had not been comped and there were no notes in the account. I asked them to call me after speaking with Mr. Miller and left them my mobile number (which they should have had anyway). It's now the second business day and still no call and no email or any other communication regarding the comping of the room. All that said, credit where it is due, the public/lobby areas are nicely kept.

UPDATE:

After I made the above post on google reviews I received a call on December 28 reneging on the agreement to comp the room and instead offering a refund of $75 which, with taxes would have been a refund of about $80 to $85. I asked the woman who called if she had spoken to Mr. Miller. She said she had not, but was relying on notes. This was strange because there were no notes entered on the account when I was checking out in the morning. Unless notes were entered by the morning staff, this was an untrue statement by the person that called me. She then agreed to speak to Mr. Miller and call me back the next day. TO this day, she has not called me back. The next thing that happened was that somebody at Hilton posted the reply to this review asking me to reach out about the comped room. The phone number they left is just the generic phone number for the hotel and the link for the support team is to submit a form starting all over from scratch, BUT EVEN THEN DOES NOT LIST VERMONT as a state for the location for the hotel making a submission impossible since that is a required field. This whole episode shows a total breakdown of: (a) the hotel services in the first place; and (b) the completely disingenuous, if not outright dishonest, managerial response. Mistakes happen, I get that, but what separates good companies from bad ones is how they respond when things go wrong. Notably, there is zero dispute about any of the facts (because the pictures preclude that). I regularly travel to Burlington and will not be staying at this hotel again . . . . If you still choose this hotel and you are offered any compensation for a mistake, I advise you to immediately go to the front desk with the manager and have the compensation entered into the system on the spot as they cannot be trusted and/or relied upon to honor their word. Disgraceful performance from what I thought was a...

Do not book here. This hotel is hiding the fact that they have two wings: a renovated wing, and a wing that is older and lower quality than any hotel I have ever stayed in for this price range. Despite paying $280/night, we got put in this old wing. The bathroom was of shockingly low quality for a big name brand in 2024: no joke, decades old without a renovation. Old moldy tile shower, stained bath, peeling moldy paint on the ceiling, no bathroom vent, tiny. Like a highway motel bathroom. The room itself was from the same era and was like a dank attic room: sloping ceiling, unusually small, only a tiny window at head-height. And everything as cheap as can be: furniture and tv stand chipping, paint chipping, stained old furniture. The hallways still reek of cigarettes and are very dank. They did switch our room for us to one with a modern bathroom for our second night, but room quality otherwise the same. It's clear to see what's happening here: they renovated the lobby and pool area to look beautiful in photos online, and are literally hiding this Frankenstein wing that I'm not exaggerating, is the oldest and worst I've ever seen. We think they give the rooms with better bathrooms to the earlier check-ins, and stick later check-ins with these old rooms. Refused to remediate or offer discount for this. In addition, the pool was closed our whole stay for repairs, and we received no notice at all, and again, no opportunity for remediation for that (and it is one of the reasons we booked). Basically running a scam outfit, and well below the usual Hilton standard. Bonus fun story: our first night, we went to the desk and complained about the low standard of the bathroom and room. The man at the desk on our first night offered us a "better" replacement room, but said it would have two single beds instead of a king or queen. We accepted, desperate to escape the peeling attic from 1989, but thankfully caught while he prepped our keys that the replacement room was in the same exact wing and would have the same exact low standards (only now with two single beds for a married couple!) which he admitted to only when we directly...

We were given a room in the pet friendly area (without our knowledge) which was quite problematic due to the fact that you can hear everything happening in your neighbors room. At 2 AM the first night (9/24/21) I was awakened by door slamming and a dog whining/crying for some time. I fell back asleep only to be awakened by the same dog at 5:50-whining and crying for 5 minutes. I spoke with the front desk and they did say they would look into it but I didn't know which room the noise was coming from. I requested a new room and was told there were none available. When we returned in the afternoon for 2 hours we heard the dog whining/crying for over 15 minutes. We determined that it was in the room next door and was alone. I again complained to the front desk, asking to speak to the manager. Both of the women at the front desk didn't seem to know who the manager was at that time and one assured me that she would follow up with the people in the room. The second night (9/25/21) I was again awakened at 2 AM and was kept awake for 2 hours listening to the people in the room talk very loud, watch loud TV, and their dog whine/cry to which the man would yell. "shut up dog." You should definitely let guests know that there are pet friendly rooms when they are making their reservation so that they might request to be placed elsewhere in the building. I realize this may not be possible however I booked my room early and most likely would have had this option. Also, policies for pet owners that are inforced by staff are needed, And front desk staff who can address these issues when they arise is also needed. I spent over $400 dollars per night to stay at your hotel to visit my niece. This price in and of itself is ridiculous and even harder to swallow after 2 horrible...