DoubleTree by Hilton Hotel West Palm Beach Airport — Hotel in West Palm Beach

Currently writing this at 3:54am, drenched in sweat because the AC has stopped working. Would also like to mention everything below is not to blame the day to day workers at this hotel, they don’t have much they can do but I’m deeply disappointed at the management of this place and Hilton/management should be embarrassed.

Noise: Rooms against the highway are extremely noisy, as usually expected but there has been no improvements done ever to upgrade the windows to be soundproof because the highway noise is as if the windows are wide open.

AC: the first night of the stay, the AC stopped cooling around ~11pm (note there is a similar previous preview). During the day it cooled the room okay so we tried understanding because we were told there’s no availabilities left.

Third day of the stay around 9am, I noticed an AC being rolled out by maintenance guys from one of the rooms. Simply took note that I’m glad if they’re switching out ACs that don’t work, not knowing it was some type of overshadow for my room’s ac to stop working the same night.

During the night, called front desk/maintenance about 8:30PM after being out the whole day because our AC was making extremely loud noise. Maintenance came in and told us within 2 minutes “this AC is about to be dead in the next few days but can’t do anything about it.” Understandable that they can’t change out the AC tonight and we were told they are at full capacity so we can’t change rooms. I asked “what is the solution to this?” Told that they really can’t do anything at all because a new AC won’t come in the next few days.

Past forward to 3:30am being woken up from drenched in sweat because yes, the AC did not take a few days to stop working, but rather stopped in the last few hours since maintenance checked. Called front desk again to say “we do understand you can’t put us in another room yet but can we at least get some fans in the room because we can’t sleep from the sleep. We are told there are no fans and really nothing they can do at this time.

I think of previous reviews have complained about the ACs, it would have been right to get the ACs checked in all the rooms to see when they were about to die out. If the maintenance team could give the diagnosis when the AC is on its end of life within 2 minutes of checking it out, what was the issue getting the rooms checked before guests came in? Or is the expectation that no matter what, ACs will not be checked and changed until after someone complaints?

We were told there will be a note left for changing the room so that once people check out around noon, they can try to see if the rooms can be changed. Also to note that we shouldn’t expect too much of a rush because housekeeping will need some time to clean the room granted if we can even change rooms by then. The high of today was 91F with current temperature at 81F and if you are okay sleeping without AC or a fan in this, then good for you.

Mold: bathrooms do have mold

Laundry: both dryers don’t work, no coin machine

Turndown service: for 2 nights in a row we have been given the same top sheet with blood stains on it. Not sure whether the sheets get cleaned/switched during turndown service but it seems they don’t. The sheets are just tucked in back into the bed and the pillows fluffed. I do apologize if that’s just what’s supposed to happen but from my previous experience, the sheets were changed to be washed. Maybe they are only washed after guests leave? Did mention to the housekeeper that we would like the sheets to be changed due to the blood stain - maybe it wasn’t clear enough.

I have paid the same amount as I would have if I stayed at a Hilton but the closest one was sold out when I was booking so I naively believed I could get some similar experience of staying at a Hilton as I usually do since the prices weren’t too different but understood it of course wouldn’t be as “fancy”. Is most of the money just going into the cookies..? Because I’d rather have working ACs in Florida heat than the 2 cookies you get when you check...

I recently booked a two-night stay at this hotel using my accumulated Hilton Honors points. There were 75,000 points in my account, and I was unaware that these points could be used to book stays. Upon our arrival at the hotel, we encountered several issues. There appeared to be a leak on the ground, no trolleys were available to transport our luggage, and there was no appropriate guidance. Instead, there was just a person mopping the floor with his foot on a towel right at the entrance.

Once we checked in and reached our room, we noticed a foul odor in the hallway, which became stronger upon entering our room. The smell seemed to emanate from a stain on the lamp. Additionally, the room had various scuff marks on the walls, used towels behind the couch, chipped paint, and other concerning cleanliness issues.

I am particularly concerned about the health implications of such unsanitary conditions, especially since I was traveling with my children. The cleanliness of the room was far below acceptable standards. I immediately contacted Hilton Honors from 1 PM to 6 PM, but nothing was resolved. I was transferred multiple times, hung up on, and ultimately left with no resolution. Despite driving four hours to reach the hotel, we were refused an alternate room because it did not match the range of points we had. However, we were offered an additional 20,000 points, which did not make sense in the context of our situation.

The last representative I spoke with promised to call back within 15 minutes, but I never received that call. Consequently, we were left without a room, without our Hilton Honors points, and without the additional 20,000 points that were promised.

I find this entire experience unacceptable. The conditions of the room, including the foul odor and overall lack of cleanliness, are not only unpleasant but also pose serious health risks. Despite my efforts to resolve the situation, no one has shown the courtesy to address my concerns. I will no longer use Hilton Honors and will be sharing my experience widely due to the distress and disappointment this situation has caused.

Despite multiple attempts to address the issues we encountered, including contacting Hilton Honors and speaking with a representative named Steve, the situation remains unresolved. Steve provided me with his email for further communication, but my attempts to reach out have gone unanswered.

As a result of the unsatisfactory conditions at your hotel, my family and I were forced to seek alternative accommodations that we have not yet to find in a different city. It is deeply concerning that we were left without a room reservation by 7 PM, with all our luggage still in the car. This lack of organization and care for guests is simply unacceptable.

The lack of appropriate treatment and failure to resolve the issues we faced have left me extremely disappointed. I am now compelled to share my negative experience on various platforms to ensure that other potential guests are aware of the substandard service provided by your establishment.

I wanted to add that despite the low maintenance of this hotel and Unsanitized rooms Joseph at the front desk is Exceptional!!!! He was also very apologetic however, I know this has nothing to do with him. Customer service was wonderful not a reflection of the customer service. This is all from...

If I could give less than a single star I would. I’m so disappointed in the service provided. The on site staff is okay. However, the ability to resolve issues via corporate or on site staff once they have your money is very slim. I reserved directly through Hilton via phone specifically for a property with a full one bedroom (that included an actual door for privacy) and sleeper sofa. Initially we asked about Homewood but was advised Doubletree would be a better option and rate. Providing what we wanted (full bedroom w/ door) . Entering the room we were very perplexed. The suite was actually a king bed studio. Total opposite of what we requested. To make matters worse, the sleeper had no sheets what so ever. I literally pulled out a bare mattress. I had never seen this at a hotel. So disappointed especially being it was 10 pm at night. This was confirmation of what I had suspected- housekeeping had done a surface job of the room. The bathroom was evident. Including the towels. They weren’t hotel folded. As if the previous guest didn’t use them so they kept them in the room. (Update of review to add) Not to mention when we pulled the sheets back to the bed it was way more than what you want to see during a hotel stay. I took pictures and called for new bedding. I was advised we’d have to change them ourselves. Disgusting disgusting. Never again We contacted corporate/ customer service and was bounced in between front desk & phone support departments. This went on for at least 3 hours. Finally my husband just decided to stay the night afraid we wouldn’t have any place to go so late . We gave Hilton every chance to make this right. Rosan the assistant general manager on site was fully given the dilemma. As well as Hilton customer care via text and phone. We came up w/ solution suggestions but were told there was nothing that could be done regarding the room mix up. The room requested/reserved was actually sold out which was the “executive” suite. We asked to switch rooms and was advised the sofa sleeper never comes with sheets made up. Beyond that the refrigerator was missing racks, the bath half cleaned, microwaves are only upon request or availability. I wouldn’t recommend this place to anyone after such experience. The room mix up was one thing. But service and cleanliness is essential during this state. What’s even more disappointing is that not only did we book for a short stay but also we booked a Vegas vacation as well by Hilton. There is no way I’m taking my family to Vegas to be disappointed like this. We can’t risk it. Instead of getting rest we had to search for another hotel for our stay and we have to go through requesting a refund for Vegas. I’d pay more any day than to go through this . We have an autistic little one . This cause so much discomfort for him after a...