DoubleTree by Hilton Hotel Wichita Airport — Hotel in Wichita

Here is one incident: I book my room on-line directly from the hotel reservation phone line (not through a third party) Thursday evening and made sure that breakfast was included in the rate. The lady on the phone assured me twice, it was indeed included. She sent me the booking right away and I tell her, during the same phone conversation, that the booking did not mention breakfast. She told me, it did not, but breakfast indeed was included - not to worry.

I check in Saturday, go to the breakfast the following morning. Sure enough, the lady at the breakfast counter says, sorry, your room does NOT include breakfast.

I tell her the phone conversation while booking the room, she says she cannot help but asks me to go to the front desk.

The lady attending the front desk (Ms. Georgia) listened to my concern and said she would try her best to respect what I was promised over the phone.

Ms. Georgia tried adding breakfast option to my reservation, but she could not. Subsequently, she called the breakfast area and asked them to offer breakfast for me and for my wife for the duration of the stay. The restaurant made me sign the bill and when I asked they said it was just a formality, nothing would be charged.

The following morning, after I had the breakfast, I had to sign the bill again and I when I went to check out, I saw they added all the expenses from the breakfast to my bill. In other words, nothing was changed and my talk was in vain and hotel's promises was false.

I told the whole story to the desk manager and he said it was my fault to not know that breakfast was not included even though they are the ones to ensure me that my reservation was inclusive of breakfast.

After some interactions, he gave me another final checkout bill, excluding the breakfast expenses. I yet have to check my credit card to see exactly what was paid.

I think the service was very poor and the customer service was unfriendly. I do not intend to return to this hotel

Thanks and regards, Dr....

We stayed in an executive suite and ordered the celebration package from their website which included a bottle of sparkling wine, breakfast for 2, and free WiFi(oh, joy!). The reservation also showed a mini bar in the room. They asked when we would arrive, we told them 9pm. We arrived closer to 9:30. No one directed us to our room, not even after we past the front desk for the second time. We found our room and there was no wine waiting for us. I called the front desk and brought this and the fact there was no mini bar to the attention of the staff. They replied only with "only the executive suites have mini bars, you are in a junior suite." No mention of the celebration package. So I asked specifically about this again. I waited on hold for about 5 minutes before hanging up. I tried to call the front desk back a few minutes later. I spoke with the same person who said they talked to the person working in the bar and they didn't even know what the celebration package was. I asked to speak to a manager. The manager gets in the phone and says "I heard you wanted a mini bar in your room." I state no and try to tell my story while the manager tries to interrupt me several times to tell me that none of their rooms have mini bars. Finally he says he will send someone to the room with a bottle of wine. Not sure why that needed to be so difficult. Fast forward to the next day. We get on the road and my sister realized she left her phone. I call the hotel, they had found it, and I asked if they could mail it to me. The girl says she isn't sure, starts to mumble and hangs up the phone. I called back again and talk to someone who said sure, they could send it they would just charge the card attached to the account. Holy cow! We spent over $500 at this hotel in a 24 hour period. Couldn't be more upset about it. Take your money somewhere else! You would probably have a better experience...

I want to say that I recently got married in February and worked with various vendors, venues, and organizers. Not everything went accordingly of course but everything was negotiable, centered around my guests and my needs. I had excellent results and my special day was exactly the day of my dreams! I was not treated like a number and my guests were well respected. My vendors (The Great Overland Station, bartenders, Linens by Marlen, and Sweet Dreams Catering) were nothing but polite and helpful to everyone. I have rated them ALL highly.

That was NOT the case with this venue for the wedding I attended as a bridesmaid! The bartenders seemed annoyed to be there, lacked any sort of flexibility, and did not speak with polite tones. It did not seem to matter to them the amount of money they were getting in totality for the wedding, including all of the rooms booked by the wedding party and family. The drinks. The dinner. The ballroom. You are PAID to deliver a service with professional and courteous demeanor (or at least a smile). If you want a gorgeous ball room with weak customer service workers who treat guests like criminals or indifferently, then this place will suit your needs! Especially on a high stress day! In addition, the groom received his meal last, they were playing with the lighting at inappropriate times (it felt unprofessional), and the drinks were ridiculously expensive and underwhelming for what we got! I have been to a wedding just as nice to this place, with more professionally made drinks, NOT in the bridal party, and received EXCELLENT customer service the entire night. I would seriously consider how important this is to you before booking with this venue!

I will.be leaving this review on other wedding venue websites as well.

That said, the front desk people and the decorator lady...