Doubletree by Hilton Milwaukee

Review: I stayed at the Doubletree Hotel on 09/29/2013-09/30/2013. The room itself was a complete disaster. The room air conditioner unit was malfunctioning. It was making a clicking noise which seemed to only get louder by the minute. Additionally it was only blowing out heat and not air. After bringing this to the attention of the front desk manager. I was only treated and welcomed with rude, unprofessional, and disrespectful service. I was told by the front desk manager that there wasn't anything that could be done nor was there even a apology offered. I then asked that my vehicle which was parked by valet be returned so I may get another room at a nearby hotel. One where I would feel welcomed and wanted at least. Upon giving the valet attendant the ticket provided to me at check-in I was told that he couldn't located my keys. After waiting for a hour and half for the valet attendant and front desk manager to found my keys I was given the keys to a waiting SUV that didn't belong to me. If only I know which room the owners of that vehicle belonged to. It would have been a pleasure to knock on there door to advise them I was given the keys to there vehicle. I just decided to just go back to the room. Not only was there a problem with the room itself, they lost my keys. Once again I have yet to get a apology. Once I awoke in the morning I had to walk the lot with the new attendant to find my vehicle and go through each key the valet department had to identify my set of keys. I am at a complete lost of words as to how I was treated.Desired Settlement: I am seeking that the total room charge been refunded on the original credit card number on file ending in [redacted]

Business

Response:

Dear Mr. [redacted]

I want to first off apologize for the issues that occurred on your stay of 9/29/13 at our property.

We will adjust off the room and tax then credit your account. The issues you experienced are not typical of our property or the Hilton brand.

I have shared the problems with the team and reprimanded those that did not respond with the apologies and solutions.

It is my hope that you will not condemn the brand based on this experience.

Again please accept my sincerest apologies.

[redacted] General Manager

Direct [redacted] | Fax [redacted]