DoubleTree by Hilton Hotel Tucson - Reid Park — Hotel in Tucson

I grew up in Tucson and have been staying at this hotel for over 20 years. When I go back to visit family or for work, I have stayed at this hotel. I have overlooked the fact that this hotel now looks dated and needs upkeep. Generally, I have been treated well except for this last stay.

I called reservations and asked for a room at one of their outside courtyard casitas. I was traveling with two large dogs and did not want to have to take an elevator down in the middle of the night for each dog. I specifically asked and was told I would get a courtyard room. However, when I arrived around 5:30 p.m., I was told that I was not booked into a courtyard room, but instead a room on the 9th floor. After disputing the room mix up was not my fault, I then said "fine just give me back a refund and I will go somewhere else". I had just given the young girl my credit card and she had charged my room.

She looked at me saying nothing. She finally told me that she could not as it was "passed 5:00 p.m. and policy dictated that I could not be refunded". This young gal thought I was just supposed to eat a $300.00 room charge and go somewhere else. I told her the mistake was not mine and I had just arrived (they have a 4:00 p.m. check in).

It took my getting very upset before a manager overheard the conversation and came over to help. He was terrific. He said he would see what he could do and then came back and said he had a room after all. I thank him. What really soured me on this hotel was the fact that the young lady never apologized for the error, did not care about refunding my money and just had an attitude that I should go somewhere else but still be charged for the night.

I told her I had a long history of coming to this hotel. She responded that she knew and recognized me. But this did not change her attitude. If I had not put up a big stink, I would have had to either accept the 9th floor room or let the hotel keep my money and go somewhere else. The fact that the hotel refused to consider a refund under these circumstances really infuriated me.

This is the short version. I was very disappointed in the attitude and treatment I initially received. I should not have had to become very upset before a manager finally decided to fix the issue. This did help but the sour taste is still...

I’ve been a Hilton Timeshare owner since 2018. For our family reunion, I booked four rooms—including the Presidential Suite—at the DoubleTree by Hilton in Tucson – Reid Park, using points. Upon arrival, I was given a King Suite instead of the Presidential Suite, with staff citing AC issues. I received conflicting information about compensation, first being told I’d get 25,000 points, then 15,000, and later 40,000 total, which still doesn’t match the difference in value between the two suites. Additionally, my relative was incorrectly charged for a room I paid for with points. After multiple attempts to resolve the issue, Hilton stated they could do nothing further. Frustrated and disappointed, I’m considering ending my timeshare agreement.

As I reflect on this entire ordeal, I can't help but feel that my loyalty as a longtime Hilton Honors member has been met with indifference and a lack of transparency. The miscommunication, the shifting explanations, and the paltry points compensation have left a sour taste—especially considering the anticipation and planning that went into this special family reunion. I had hoped for accountability and proactive problem-solving, but instead, I found myself mired in confusion and inconvenience.

It’s not just the lost points or the downgraded room; it’s the disregard for clear communication and the failure to make things right when a guest is let down. At the very least, I would have expected a genuine apology and a clear breakdown of how they intended to rectify the discrepancy—not vague promises and contradictory numbers. Now, with unresolved billing issues still looming, I am left wondering how a company that touts hospitality can be so tone-deaf when it matters most.

Moving forward, I’m determined to advocate for myself and my family, not just for the points owed, but for fair treatment. This experience has certainly reshaped my expectations, and I hope it serves as a reminder that loyalty should be a...

I loved my room, it was nicely renovated (except the carpet, it had a few big stains). The beds are really comfy! I appreciated the wonderful customer service of Marcos, and Royce both of whom booked my room and the other checked me in. The continental breakfast buffet was great! Stacy in housekeeping is really nice and made sure I had what I needed. Now, this Hilton was sold, and has all new investors so they are working out a few details. First, they have happy hour from 4-7pm, but what they fail to let you know is that it is for the Javalina Cantina only... Not the lounge inside, nor pool service. I confronted the manager about honoring the price at the pool and he straight refused even though I let him know it wasnt specified as to where you had to order your drinks from, and didnt take responsibility for this error thus failing in the customer service department. He was rather cold and unconcerned that others were feeling the same way. However, on Saturday night they had a really nice pasta bar set up where you pick 1 of 4 meats (one was shrimp), 2 sauces, and lots of different veggies. You pick from 3 pasta types, then the chef cooks it right in front of you, mind you the price is a tad on the high side....but you get alot of food (so think about sharing) The food was so good, well worth it. In the end I feel the manager from Saturday night should or could have been more present, and work on his hospitality skills. Im a Hhonnors member and im sure I'll be back to have a new review after the new investors work out the "kinks", like getting hospitality training to those who need it..... Customer service is everything! Also note to new management; AZ state law is to honor advertised price. So maybe redo some of those fliers in the rooms in regaurds to happy hour and where it is. Other then that, thank you for a...