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Join 426+ users reviewing Doubletree by Hilton Heathrow. Read verified ratings and real customer experiences on hilton.com before you order.
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2.3 / 5
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hilton.com Reviews
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Joanna Palacios
December 31, 2025
Hoffman Hotel Basalt/Aspen, Colorado
We stayed at the Hoffman Hotel near Aspen Colorado on eight different occasions between October and December 2025. Four times the noise levels were out of control for various reasons from the in house music being so loud that we could hear it on the 4th floor, to children running up and down the halls and stair wells screaming and playing. Our complaints seemed to be downplayed or ignored entirely. We honestly didn't consider this a big deal. The real issue was a particular housekeeper who repeatedly let herself into our room unannounced while we were present on 5 different occasions. As this is an obvious safety issue we immediately alerted the front desk every time. Instead of addressing the issue and getting it stopped, they rudely questioned us and insinuated that it was our fault somehow! Unbelievable! In every instance the "Do not disturb" sign was on the door and several times the door was locked from the inside and she repeatedly tried to enter even with us inside yelling at her to stop! At this point we honestly should have contacted the police, but we wrongly assumed that the manager would take care of the situation. Wrong. In the end the management handled it by "closing ranks" in order to absolve or defend themselves of any wrong doing in this matter. Management that fails to handle a problem this serious, and chooses to defend their staff instead of taking action, does not belong in their given position. You failed to treat the problem appropriately when given the opportunity, and decided to cover yourself by playing "blame the guest" after things went too far. Extremely unprofessional behavior for a hotel of this caliber.
Pawel
December 20, 2025
Consistently positive
My experiences w/ Hilton have been positive, and better than some other large chains.The selection of hotels in places I tend to visit works well for me.I find the service welcoming, consistent, and responsive.
Alina Vaziakina
November 11, 2025
A housekeeper at Hilton Batumi stole…
A housekeeper at Hilton Batumi stole our wedding rings right from our room.We came to Georgia just before our wedding — and instead of happiness, we faced a nightmare. Our rings were stolen the very next day after check-in, when only housekeeping entered the room. It completely ruined our wedding and our entire experience.What’s even worse — Hilton Batumi showed zero interest in solving the situation. No action, no compensation, no punishment for the employee involved. Just empty apologies and endless “we’re waiting for the police.”For a global brand that claims to stand for trust and hospitality, this is a complete disgrace.
RN
November 11, 2025
Disappointed
Room was dirty. Wall paper peeling, baseboards dirty, carpet dirty, a/c vent filthy, ceilling apparently had a leak and was poorly patched. Definitely Not up to Hilton or Doubletree standard. I'll never book a room at this location again nor recommend it. Bed comfy. Bathroom clean. Staff was alright, not memorable.
Vakpati Panda
October 20, 2025
Class everywhere I had been
From North America to the Middle East, Hilton hotels have always preserved this class. For sure service varies, depending on cultural differences, but I can really acknowledge their willingness to keep the standard everywhere. A hard task to accomplish, they managed to complete.Beside the service, I liked design. Every room is not cold grey walls. From the first touch, the room has sophisticated design and at the same time keeping things like at home. That’s why I don’t regret paying slightly more for a better experience while I’m out of my home.
Amado Ernandes
October 19, 2025
No doubt top service and rooms, but doesn’t have a soul
I have been in several Hilton hotels and each of them was top class. Luxury, good taught service, rooms never disappointed with their interior, and had some sort of a loyalty program around the world for their permanent clients. Still, I didn’t feel myself as at home. Sometimes stuff acted like robots, everything according to the protocol. I had better experience with some 4-star hotels, which weren’t as flashy as Hilton but had some better welcoming atmosphere, much less noisy and pretentious.They need to work on the soul of the place
Ilyass ABDELOUIHIDIN
July 19, 2025
Hilton tanger maroc
First and foremost, when I called the hotel's dedicated number, I was immediately transferred to an automated system that asked me to choose between French and English. I am an Arab living in Morocco — why isn’t my native language available? Why are services always tailored for foreigners while ignoring the locals?Secondly, I had to wait over 7 minutes, listening to irritating music, just to speak with someone about a simple room inquiry. If this is the level of service over the phone, I can only imagine how things would be in person.To make matters worse, I’ve come across several similar complaints from other customers.
Susantha Hetti
June 27, 2025
Room 1411- stay from 25th -29th June…
Room 1411- stay from 25th -29th June 2025Check in was great.. needed and early check in and the front desk agent was very helpful and found us a room. After flying in from Vancouver Canada this was a life saver Then things went downhillNY was having a heat wave Room AC WAS NOT WORKING around 10 pm I called the front desk and the service was prompt. They said they will send a tech and one showed up within minutes with a fan. Room was at 80 degrees. The tech checked the AC and said they have run out of parts and can’t fix the AC. I called front desk back and asked for a room change. They said they don’t have rooms left and can’t move us. Offered a fan which was no help. At least the Agent apologized and offered to comp us. I asked for the manager to call me in the morning and requested a room change in the morning. We were up all night due to the heat. 1030 am next day still did not hear a single thing. I called the front desk they had no idea about my situation. Obviously either they have not checked or noting was communicated which was unacceptable. I asked to speak to the manager and they said the manager is busy. They said they will get the manager to call me back in 30 min. Max. 1.15 later no call. I went down to the lobby and front desk again had no idea what was going on. I had to explain myself again and when I asked to see the manager they said she might be busy. When I insisted the agent said she will go and see if the manager can see. The manager came out and asked me if my AC was not working. I told her no and that their Tech was in my room and told her what he said about not being able to fix. She (Ash) for some reason insisted she wants to check the room for herself which to me was super weird when their own tech was in the room doing the same thing. On her way up she kept saying this is a city wide issue. Never once apologized. Didn’t have a single solution! When insisted I needed the room changed she finally agreed. When I inquired about the room comp she said she needs to speak to the agent from overnight. When I again question her why? And as the manager she should be dealing with this ! She said she needs to figure out how to credit me back as I booked through Expedia. Which I found absolutely dumbfounding as I am sure this is not the first time they would have had to credit a third party booking. They changed my room promptly but after 36 hrs still have no communication back from her or the front desk about the comp. Simply horrible service from this manager and I am Hilton loyalty customer and not have had this kind of service from Hilton S Hetti
Kimberly Dougherty
June 5, 2025
Deeply Disappointed by Mismanagement and Lack of AccountabilityleTree by…
My recent stay at The DoubleTree by Hilton has been frustrating enough to warrant a review. I checked in on Monday, May 26, with a connecting reservation that was supposed to run through the week. At check-in, I informed the front desk that I had two back-to-back bookings (one starting Monday, the other Wednesday). The gentleman acknowledged both and assured me I wouldn’t need to change rooms—especially important since I was traveling with a child.Unfortunately, that assurance quickly unraveled. The next day, I received a check-in notification for the second reservation. When I followed up, the front desk staff insisted I had booked two overlapping stays and had been marked as a no-show. Despite showing both confirmations on my app, I was told I was wrong and advised to call Advanced Purchases. I stood in the lobby, caught between two parties arguing over the phone—one saying I was fine, the other saying I wasn’t. Eventually, the hotel staff relented and said they’d “take care of it” and notify management. I was told I’d hear from Laura Cardona or Henry Santos. I never did.I’ve since sent three emails (starting May 28), made multiple calls, and visited the front desk—no response. Meanwhile, I noticed two charges on my credit card.The room itself was also disappointing. The kids’ side was supposed to have a TV—it didn’t. The bathroom was missing basic amenities like conditioner and lotion, which I rely on when staying at Hilton properties. I submitted a request through the app and was told housekeeping would restock. They didn’t. The next morning, I was told not all rooms have TVs, despite the website saying otherwise. I booked this hotel specifically to keep my son close to school while we moved homes, and I needed that TV to help keep him occupied while I worked remotely.To make matters worse, on the day of our move, our nanny couldn’t access the room because our keys had been deactivated—without warning. We were locked out with a child late at night. Again, no communication, no explanation.I’m now in my second week of a three-week stay, and still no word from management. The Advanced Purchase team has tried to help but even they can’t get through to the hotel. Calls are either endlessly on hold, misrouted, or sent to voicemail.To be clear, the restaurant staff, maintenance, and housekeeping teams have been kind and hardworking. The front desk staff seem overwhelmed and unsupported. The real issue is the complete lack of accountability and communication from management. It’s unacceptable.I’ve sent a final email today requesting two nights be credited back to my card. I’m also cancelling future Hilton bookings where possible. I’m done. This experience has been exhausting and disheartening.
Dan
June 4, 2025
Made the mistake of using Priceline
Made the mistake of using Priceline. During the check-in, we were told they didn't have ac and given the option to cancel with the disclaimer of dealing with Priceline for the refund. Opted to stay, and was given our warm cookies, and even warmer bottles of water. Along with the offer of a box fan. Got up to the hot box, windows opened 3 inches and the bar below found the open window before the breeze did. There isn't cold or hot water, just room temp and the toilet was out of Barbie's Dream house. The parking pass didn't work and the help button to get the gate open just came back repeatedly with error messages. Oh and joy of joy the puke in the parking area seemed to multiple over night. Then when Priceline called the manager Steve, his response was we got free parking.... that cost 24 bucks to use. Thank goodness there are a dozen hotels in the same area with AC from this century.
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