I’ve had positive experiences with DoubleTree before, but my recent stay was extremely disappointing. I checked in on Saturday just 15 minutes after check-in and was given a noisy room where the elevator sounds were constant. I requested a room change, and while the staff moved me the next day, things only worsened from there.
After moving rooms, I accidentally left my headphones behind. I contacted the hotel on Sunday, but was told I’d have to wait until Monday to confirm if they were in Lost and Found. On Monday, I received confirmation they were found, but was informed I’d have to pay for shipping to have them returned. I was still onsite at the time, and I don’t understand why I wasn’t notified when the headphones were first found.
I spoke to the director, who explained that the Lost and Found team only works weekdays, yet the headphones were supposedly returned to Lost and Found over the weekend. I was also told if I didn’t want to pay shipping, someone else could pick them up, but I had no one available to do so.
I feel completely dissatisfied and unfairly charged. I expected better service from a well-known brand, and this experience has soured my perception of DoubleTree. I am requesting that my headphones be returned to me at no charge for shipping, given the circumstances.
Thank you for your attention to this matter.