DoubleTree by Hilton Mt Vernon

Unprofessional Customer Service

Disliked: After booking, we received a call informing us that they do not accept bookings from locals. That was completely understandable and not the issue. The problem was when I called back to inform the woman who called us, that we had followed her instructions. I wanted to provide an update, as Booking.com notes that it can take up to 24 hours for a property's response to be processed. The issue was the woman's unprofessional behavior during this call. Her tone was rude and aggravated; she interrupted me mid-sentence and spoke in a condescending manner. As someone who manages a team and works in customer service, I understand that dealing with customers can sometimes be challenging. However, there is never an excuse to take frustrations out on another customer.

Trash

Liked: They canceled my reservation because they don't serve local people and I still need my money back or I'll never do booking.com no more
Disliked: Nothing

Very good

Convenient, but could be cleaner....

Liked: Breakfast was great.
Disliked: Our room had not been cleaned well. A dirty sock sticking out from under the bed, a used Q-tip on the floor and mold around the edge of the shower.

Superb

Poor

Liked: Room was fine except I told the clerk the heat would not turn on . He advised he would have maintenance look at it. That was day one. It was not working after night 2. It was cold. The buffet had no eggs, they were out at 8am. Very little sausage and gravy was. Cold. I have stayed several times before but was not happy at all this time!!!

Very nice hotel!

Liked: The hotel lobby and rooms were very clean. The breakfast was very good. It’s conveniently located right off of the highway.
Disliked: The bed and pillows were as comfortable as I was hoping but they were good enough for a quick night while traveling.

Never again waste of time...

Liked: Made reservations and they wouldn’t take me
Disliked: Poor

Superb