My husband and I utilized this Doubletree for a wedding block following a recommendation from a friend. We and our guests unfortunately had such an unbelievably horrible experience. Not only was the manager/staff exceptionally rude, but the hotel itself was not clean, nor accommodating. I also am concerned that this negative experience may be rooted in racism. We are honestly embarrassed and saddened that their memories of our wedding will be colored negatively as a result of the staff’s actions. Here are a list of some of the most mind-blowing issues.

1. Some of our guests struggled to make their reservation online and obtain the appropriate rate. We spoke to the regional manager, Blake, many times and he ultimately instructed us to have them contact him directly. Unfortunately, they were never successful despite multiple calls and emails over the course of three months. When one of my guest attempted to update the rate during his stay, he was met with extreme rudeness by not only the front desk staff but also Blake himself. More importantly, we were told that the majority of the exchange focused on blaming my husband and me- though Blake had never attempted to call us to address any issues that may have been present.
2. Upon their arrival, multiple of my guests were met with confusion as the staff was not aware that there was an affiliated wedding hotel block.
3. Multiple of my guests had individual, but similar, negative exchanges with front desk personnel. (It is uncanny how similar these experiences were!) In short, the staff were not accommodating, nor welcoming and it may be due to implicit racial bias. Several of my guests had their transactions with staff paused to accommodate new persons coming to the desk, during which a different demeanor was noted. For example, guests were offered water or hot cookies- when this was not done for my guest. Additionally, my guests were made to wait despite being first and mid transaction. The one glaring pattern was that many of my guests are persons of color and the guests who were palpably treated better were not.
4. The hotel was frankly not clean. Someone noted a cockroach. Others mold. The furniture was old and dirty such that many felt uncomfortable sitting on it. The carpeting was dirty- enough so that many felt uncomfortable walking without shoes. The garbage and towels were never changed despite a multiple day visit and several requests to staff. One guest ultimately checked out and went to another hotel because of the uncleanliness and poor service.
5. I witnessed front desk manager, Hannah, be exceptionally rude to mother-in-law after checking out.
6. I spoke directly to Blake following the above witnessed exchange and was shocked by the lack of professionalism, poor customer service, and just utter disrespect. Though I was viscerally upset, Blake (as the customer service personnel) was never once accommodating, validating, nor willing to help. Ultimately, he HUNG UP THE PHONE mid conversation. He stated that it was “not his responsibility to make reservations for our guest” despite specifically instructing us to have them talk to him directly. He was unwilling to entertain any options to address the negative experience had by so many guests. He reported that “he was doing us a favor by offering this service through our contact”. He essentially accused me and my guests of lying in regards to the front desk staff not knowing that there was a wedding block despite multiple separate individuals having the same exchange. He stated that “This is not true as he had emailed the staff about our wedding and everyone was aware.” At no point did he acknowledge what people had experienced, nor offer an apology or empathy.

I am generally shocked by all that was reported. Again, it makes me sad that my family and friends had to deal with this during such an important time. I have always been a fan of Doubletree, but following this exchange, I doubt that I will be using them again. The corporate office should truly evaluate this hotel as it is tarnishing its reputation.