Title: Disappointing Stay, but Breakfast Staff Were Amazing
We decided to give DoubleTree Hilton another chance after a poor experience in 2021, this time in Edinburgh. Unfortunately, we were utterly disappointed again, save for the wonderful breakfast staff, who were the only redeeming feature of our stay.
We checked in on 22 December and went out around 12pm on 23 December. Before leaving, we asked reception to have our room serviced, requesting fresh towels, bedding, and empty bins, especially as we have two young children. We returned around 9pm that evening to find the room had not been serviced.
The next day, 24 December, we went out at a similar time and made the same request at reception. This time, I specifically mentioned that the room wasn’t serviced the previous day and asked them to make sure it was done. They assured me it would be taken care of and even wrote it down. However, when we returned around 9pm, the room had still not been serviced. I raised it with the front desk, but I was told there was nothing they could do at that hour.
Adding to our disappointment, at check-out the following morning, they attempted to charge us for breakfast on 22 December, even though we didn’t arrive at the hotel until 6pm that day and couldn’t have had breakfast!
The only saving grace of our stay was the breakfast staff, who were exceptional. They were attentive, friendly, and went above and beyond to make us feel welcome each morning.
Given the service issues we encoun