DoubleTree by Hilton Whittier Los Angeles — Hotel in Whittier

My fiancee and I arrived here May 29th, 2024. We picked this location due to their proximity to DisneyLand California. Upon arrival we were informed that they could not find our Expedia reservation. I showed the gentleman the booking confirmation, and left my phone with him to sort out the issue.

After a while he informed us, they never received the virtual token from Expedia which is why we were not in him system and to remedy this because we arrived late Wednesday night (after 10:00pm) he would create a new booking for us. After some time he provided us keys to a room on the 4th floor. When we went to the room we noticed we were provided 2 double beds but through Expedia we had paid for 1 King Bed.

I went back down to ask for the correct room, and was provided with a room with king bed.

On check-out day, I spoke to a lady at the front desk confirming because we were prepaid through Expedia there would be no additional charge on our credit card. She confirmed, that was correct except the charge for breakfast, which we were aware of. We agreed, and she informed me I should have a receipt directly from Expedia. Few hours later after we were far from the hotel and on route to LAX airport I received credit card charge notifications. DoubleTree had charged us the full amount we had already prepaid for but with a higher room rate (we had paid $94 CAD a night through Expedia and they charged $147 CAD a night (not including breakfast)).

I spoke to Monique, Front Desk Supervisor twice last week and she mentioned I need to connect with Joseph, who can help reverse the double charge. I left a message with her for Joseph and then I called back again and left him a voicemail directly but did not receive a call. Finally when I called back today, Zianna, the office manager suggested I contact Expedia because they never received the virtual key from Expedia and it needed to be provided to them before they could reverse their direct charge.

I was already infurated, not only did they not gather the virtual token from Expedia which I am certain is in their job description but now I was having to conduct their job. After speaking with Noah, from Expedia he contacted the hotel and clicked back on the line saying Expedia will be issuing me the credit. I received the confirmation I will receive a credit in 5-7 business days.

I found this entire experience questionable because, they are baiting and switching the customers to their prices and not honoring the booked price. After following up continuously for 2 weeks, I would prefer a credit of $200 to honour the original price I booked the room for. I am upset by the continued interactions with the managers/concierge telling me how they will conduct business but then doing the complete opposite of set expectations! Needless to say, that is unprofessional and...

I have received the worst customer service at this Hotel. I stayed at the hotel for New Years Eve because my family was throwing a big party there. I stayed one night and was only supposed to pay $231 to expedia but the hotel charged my card two more times for $187.50. This came out to over $600 dollars. I called to have the mistake taken care of so i would not receive overdraft fees on my bank account. Well it is now Friday and the issue has still not been addressed. I let Expedia call them on Tuesday. I was told they said they credit your account. I called the Hotel to double check and they I was sent to voicemail. I called three more times that day no one could talk to me and all voicemail boxes were now full. I called the next morning and the accounting department answered me said no one called me. I let her know Expedia called her and that I also left her a message the day before. She then said oh I remember I think I gave you credit back let me check. Then she says the computer system is down and she has to call me back or i can just wait 3-5 business days to see if I get the credit. I said please call me back I can't wait that long. I hung up with her at 7:30am but 2pm no one has called me back. I call and now I am told everyone is in trying and cant' come to the phone and they will call me back. Now by then I am really discouraged so I decide to email Hilton Hotels. When I get to there website a chat box popped up and asked if I wanted to chat. I did and let them know my issue. The rep was very sorry and said he would do his best to help. Well when he tries to make my case file all of a sudden his computer system went down and now he has to let me go and someone will contact me with 24 hours. Now I am think this is a total scam! no one can help me and the Hilton is supposed to be a world class hotel. A few moments later I receive an email saying a case was filed for me by the online rep and to allow them 2-3 business days to go over my case. I emailed back saying I can't wait that long and let them know the issue and they said replied back (spelling my name wrong) that they called the hotel but the accounting department was already closed but someone will call you tomorrow to resolve the issue. I have emailed and called back this morning but no help so far. This is day 5 of this nightmare. What a way to start the New Year. I really hope I get my money back. I will say that the front desk operator Bella has been very nice and understanding of the situation. I wish the rest of the staff...

Good location poor property. Terrible. Everything is broken, very loud and noisy. Front desk staff is friendly not very reliable or. There simply there to yes you and do do nothing to help in most cases. If there even there, they definitely weren't when I called down at 730 am Fri Morning!!! Noise Complaint, 3rd time bad start very bad start. My heat dint work in my first room so was switched to another room at 230 am so got 3-4 hrs sleep before being woken up for thrid time. I reserved directly thru Hilton 5 weeks in advance and received very poor rooms! Both rooms I have photos. The window in the second room is broken so bad, the frame is outside the glass. Basically the window is completely open and can't close. The fridge is set up in a way where you have to open a door to get to it on the left but the fridge opens on the right ? So it becomes a real pain and hard to get to. Why? because they simply don't care about much at all. The elevator button on the second floor doesn't work. So you'll sit there waiting for the elevator thinking it coming because you know you pressed it. This happened to me everyday for my entire trip just another annoying detail about this awful Double Tree. Yet It was the clock in my room that was 15 mins behind that really got me! I thought I was a few mins ahead for a important phone call. No I wasent, to find out I was far far behind and made a big issue for me. I simply happened to be looking at the room alarm clock. I asked for room service my first morning and for that employee to check over the room. Yet no service ever arrived. I even spoke to the manager for a few mins second morning as my company waited for me and still no room service till 400- 430pm that day and they dint check anything. Final thing my refrigerator was a Freezer! Froze my food and drinks regardless I turned it down to lowest setting (1). I made mentioned to the staff about this and was completely ignored yet again. Very disappointed and completely different experience then I'm used to. I won't recommend this location and it's clear there not even trying to make your stay a plesent one. I put two stars based on amount of issues and the fact I booked directly thru Hilton ignored me even after bring these items to...