the Alloy King of Prussia - a DoubleTree by Hilton — Hotel in Upper Merion Township

This place is an absolute joke and could care less about their customers.

On November 23rd, at 8:18PM I called to book a room to be closer to the philly marathon so that I didn't need to drive far to the race in the early hours of the morning. On the phone, I specifically expressed the need for a later check out time because I would be late from the race. He confirmed with me twice that there would be no additional charge for this.

Upon my arrival to the hotel, I immediately noticed that the hotel was an absolute circus. The hotel was bumping (error #1). If I wanted to show up to a night club, I would have gone elsewhere. Again, I needed a good nights rest for my race that I had trained so hard for. I went up to the front desk to check in. I immediately discussed the late check out with the desk attendant. She had proceeded to tell me that there WOULD BE an additional charge for a 2PM checkout. Even though I was told TWICE on the phone that this would be free. The fabulous desk attendant proceeded to tell me that she can't honor it and would have to charge me for it (error #2)

While in discussion with the front desk lady about the additional charge, she grabs the security guard passing by and proceeds to say, "we have multiple complaints of kids running around the hallways, can you please tell them to stop?" (error #3)...I had trained so hard for this race that I ultimately couldn't stay here. Between the kids running around, the bar absolutely hopping, and a desk attendant who has zero emotional intelligence, it was obvious that I couldn't stay here. This hotel is an absolute circus.

After what I just experienced, I can promise you that I said to the front desk attendant "to please cancel this. I can't stay here." I quietly left this joke of a hotel...I didn't cuss her or anyone (although I should have!). Not a single word was said about me getting charged for this room. She had every opportunity to do so, but instead looked at me like I had 4 heads for cancelling. This was around 9PM. Therefore, I had the room booked for less than an hour. I would understand about charging someone a cancellation fee if they had the room booked for weeks and canceled at the last second. However, I booked the room and canceled within the hour. And you think you deserve $168 out of me (error #4).

I then tried to get a hold of this place multiple times. The front desk lady said there is nothing they can do which is a bunch of crap. She tried to dodge me when I called again and said the manager was out for lunch. Excuse after excuse. Finally, I was able to be put in touch with a "manager." I really question if he was actually a manager. He proceeded to tell me that there was nothing he could do (error #5). He said that he was told I stormed out of the hotel and caused a scene which is absolutely false. If I stormed out of the hotel, wouldn't I be cussing on this review (I should be!)? Wouldn't I have cussed your "manager" out (I didn't)? If you think you should get a free $168 because I had the room booked for a total of one hour, then you are totally out of touch with reality.

I did nothing wrong here. Nothing. DoubleTree had committed 5 clear cut errors here and is not willing to do anything about this. No refund of my money, no free night offered, just an empty apology from one lazy, incompetent "manager".

I have already filed a dispute with my credit card. I will be filing a report with the better business bureau. Furthermore, I will be deleting my hilton honors account. I have begun to travel more as I build wealth and get older. I will be running a race in all 50 states. I will never spend another dime at any of these hotels. It is clear that this place doesn't care about its customers. An industry built off customer service...and Double Tree has NONE!

AirBNB here we come! You have just got a new customer! Best of luck to...

Let's start with the positives---Ms. CJ at the front desk, the night custodian, and the front desk staff overnight were the friendliest, most helpful people. From the moment we arrived, Ms. CJ gave us the run down of everything with the hotel. The night custodian was frequently cleaning the lobby and stairs. He was always cleaning with a smile and just friendly!Everything smelled great and looked clean. The front desk overnight people were wonderful, while I had a screaming sick baby at 2:30am. They offered their assistance with allowing me to sit in the lounge area with the baby and offered advice for the local children's ER when I asked. Unfortunately, the rest of this review is not good. The miscommunication and unprofessional way our families were treated was not acceptable. Every other person told us something different about where our kids could play. The main night security manager was unprofessional with harassing us and yelling at our kids, it dampened our stay, to say the least. By the end of the weekend, our children were barely able to play anything in the halls, talk in the halls, walk about the halls, or community rooms on the 2nd floor that we were told were ours for the weekend. Security during the day were pleasant, talking, and smiling at our children playing, while the night security manager was just downright rude. This hotel proved that they could not handle large events like we had been part of that weekend. The one waitress was very rude to us, as we waited over an hour for food for our children, and was certainly not accommodating one bit. She had a major attitude problem and didn't treat us well at all. The food came out cold from probably sitting in the back, as the waitress either didn't have time to check on the food or didn't care to check on it. Some families waited and asked multiple times for menus, to which she ignored them. Again, not acceptable. A little communication would have helped the situation. If you cannot handle a large group and all tables/bar area having customers, then do not have the restaurant part open at the same time as the bar OR hire more staff. My biggest complaint is that the nighttime security manager made everyone in our club feel uncomfortable. We were not doing anything wrong, and our kids did not damage anything. I suggest IF certain things are not allowed, then have people sign a waiver and get your staff on the same page with implementing the rules. Our kids were so confused on what they could and couldn't do because hotel staff was not on the same page. The night security guard was constantly harassing us, yelling at our children-while adults were present--how is this acceptable!??! They were 6, 7, and 8 years old. He also followed older children around and would lurk in the hallways. Many of them were scared of him. He may not think this but some children are responsible and do not need a babysitter. This wasn't even during the quiet hours, so I guess he didn't have anything better to do but to harass children. We will continue to share about our poor experience and will not be back. The hotel room floors are also outdated. The rooms and the bathroom are small. Our microwave was missing from the floor, and the ice maker didn't work half of the time. You can't even turn the shower on without getting wet. The design is terrible and...

I wanted so bad to give this hotel more than 2 starts, but after my second stay I can honestly say that’s all this place deserves. First, this hotel is central to lots of things in King of Prussia. Right down the street from the mall and not too far from the highway to get to where you need to go. The lobby and bar areas are beautiful! The elevators require key card access which is comforting. Also, during my second stay I received a room I wasn’t expecting. I also enjoyed that I could hook my Fire Stick up to the TV [lots of hotels are not here yet]. Now the bad things…When I visited in March there was no room service due to staffing issues, that was very disappointing. During this stay, I visited the pool and it was horrible. The pool area was dirty. There was o lifeguard so they had a staff member checking to make sure no kids were drowning [per his words]. Also, the pool was tore up. The paint at the bottom was missing in areas so you were scraping your feet on concrete. It just really didn’t feel safe. Though my room was what I perceive as an upgrade, it still wasn’t the greatest room. I cleaned the room upon my arrival and it still looked dirty. I wiped everything down and a few minutes later everything was dusty again. They reallyyy need to dust the furniture in the room. There was corrosion around the faucet in the bathroom. There was also a hole in the ceiling with a line that runs from the hole to the back of the room. The water pressure in the bathroom was horrible. The hot water side ran perfectly versus the cold water side that was very light. The stick for the curtains was broke. I found the stick on the floor. The piece that should be stationary in the window to hold the curtains still was sliding from the left side to the right side. Lastly, during my most recent stay the fire alarm went off. It was SOOO LOUD! I was literally scared from my sleep by the sound. I tried to exit the building and literally felt like I was going through a maze to get OUT of the building. My room was directly across from the stairway [like right out of my door] and I was still confused on how to get out once I got downstairs. There was no communication from the hotel management and staff as to what the heck was going on. They did provide cold waters and cookies, but it was so hot outside it was uncomfortable. We were finally let back in the building and literally TEN MINUTES LATER the alarm went off again. This time almost no one exits the building. The staff doesn’t leave out. They don’t tell us when to come back in. The alarm just goes off and we go back into the building. I’m not sure why this hotel is this way but I’m very sad and I’ll never...