DoubleTree by Hilton Hotel Virginia Beach

Diana Grace Buergo 2 weeks ago

I was disappointed with my stay due to the lack of hospitality and customer service throughout my visit. First, the front desk staff, particularly the receptionists, were not welcoming or friendly. As a first-time visitor to the area, I expected a warm reception and some basic guidance about the hotel and the destination. Front desk staff are often the first representatives of both the hotel and the local community, but unfortunately, I did not feel welcomed. During check-in, there was no effort to make us feel comfortable, and upon check-out, no one asked about our stay or whether everything had met our expectations. This left me feeling undervalued as a guest and, at times. Secondly, we were not provided with any information about the hotel's amenities. The staff did not show us where the elevators were located, explain the facilities available, or inform us that breakfast was included in our booking and where it would be served. We had to figure out these details on our own. The following morning, when we went to the breakfast outlet, the staff member on duty appeared unsure of the breakfast process. She handed us menus and asked us to choose from them despite us explaining that breakfast was included in our reservation and providing our room number. The interaction was confusing and gave the impression that she was not properly informed or trained regarding guest breakfast entitlements. Another disappointing experience occurred when I called to request a sewing kit. I was placed on hold without being informed beforehand. When the call resumed, I was told to collect the sewing kit from reception or send someone to pick it up. When my aunt went to collect it, the staff did not greet her or acknowledge her politely; they simply handed over the kit and said, "Here you go." The housekeeping service was also below expectations. On the second day of our stay, housekeeping attended the room but did not properly make the bed and left it untidy. I was surprised to find that a used towel had simply been rolled up and placed back in the towel drawer alongside the clean towels instead of being replaced. Additionally, the bathroom did not have a towel rack, which was inconvenient and unexpected. The room amenities were also lacking, with basic items such as a dental kit, sanitary kit, sewing kit, and complimentary bottled water either unavailable or not replenished during our stay. As someone who has worked in Human Resources and L&D for a large hotel chain, and as a member of a family (Executive Chef, Finance) deeply rooted in the hospitality industry (Hilton specifically) I have a strong understanding of the standards that define excellent guest service. My stepfather and brother have both worked in the hotel industry, and hospitality has always been about making guests feel genuinely welcomed, respected, and cared for. Unfortunately, this was not the level of service I experienced during this stay. Overall, the hotel lacked the warmth, attentiveness, and professionalism that guests should expect. Hospitality is not only about providing a room but also about making guests feel welcome, informed, and valued. Unfortunately, this was not my experience, and I hope management takes these concerns seriously and uses them as an opportunity to improve the guest experience.

Car Lla 4 months ago

The hotel is nice but the room walls are thin. The room next door had their TV the whole night and you could hear their conversations. The front desk clerk is professional and they offered me cookies.

Chris McCalla 3 months ago

A restaurant with very good food and great service. nice room simple efficient yet clean well kept. And Ivy was simply awesome. A very warm professional yet friendly and personable young lady who answered my questions and helped me out. Hilton properties are fortunate to have an associate such as her. Let's hope they're smart enough to make sure she's happy to keep her around for a while. And Zowii was also very friendly and professional and answered a couple local questions for me. Very cool guy 🤙🏼

Randi Parker 3 months ago

Close to the waterfront for ease of access, but not on the waterfront for all the traffic and beach craziness when you're here primarily for work. Though there were some initial issues with the rooms after checking in, what really makes the place stand out is the staff. Venus at the front desk and Zowii with maintenance were super sweet, attentive and by far the best customer service experience I've seen in a while. They made sure to take care of me and value me as a customer and person (which can be hard to come by in this day and age), resolved the issues and made the what could have been a chaotic mess of a day end on a relaxing high note. Truly superior staff can mean all the difference in your travel!

Diana Martin-Dee 2 weeks ago

The room was fifthly when we arrived there were toe nail clipping and nail polish clipping on the floor. As we left to go for the afternoon, I reported the issue with the desk 3 hrs later we came back to shower make it to our dinner reservation. The rug was still not vacuumed and my husband stepped into the shower to find the shower head missing. On our second day my only white sweater went missing as well. The staff with the exception of one person who understood my frustration, were all apathetic. I was putting them out, Never again. PS paying for parking and no free coffee in the AM?