We love the hotel and all it has to offer but customer service and management are the worst I have EVER come in contact with! There was an incident last night where the fire alarms went off and our family was left wondering what we should do for hours. I have 3 children and one is a baby. We ran out of our room quickly and obviously did not grab all of our belongings let alone our car keys. We received mixed messages from others staying at the hotel that we should evacuate/return/sit in our car!!! Mind you the ALARMS AND STROBE LIGHTS CONTINUED TO SOUND FOR OVER AN HOUR!!! Not once did a member of staff come to our exit to see if we were ok. It was FREEZING! Another guest had an extra blanket they gave to my baby. It was an awful experience that lasted 2 hours!!! This morning at check out I had asked if there was any compensation and Kristen was nasty and told us “this happens and we are looking into our response or lack thereof however, We are not compensating.” Also, I should note we have stayed here to have cousins get togethers for YEARS and we are Hilton Members!!! I FILED A COMPLAINT AND I WILL NOT BE RETURNING! I DID NOT FEEL SAFE AND MANAGEMENT NEEDS TO DO BETTER ALL AROUND!…
My car club held its annual major convention using this facility as our headquarters. Along with lodging, we had a number of banquet events here. Everything was excellent! Excellent staff, food, organization.
Very friendly staff and clean rooms. We were welcomed with smiles and warm cookies upon arrival. The bar was welcoming and treated us with fast and quality service. The only thing I noticed was no trash liner in the bathroom waste bin.
Horrible !!! The hotel is very nice and very presentable the room was slightly dirty. But what is a nice hotel with horrible management. One we are a hit on honors member they price changed three different times of course since we didn’t think to screen shoot anything the operation manager James refused to compensate us. James was very rude doesn’t let anyone talk was very over powering towards my wife and was down talking (this happened over the phone) and in person. Also Hilton customer was very frustrating. I had to take it upon my self to look and search hard to escalate the matter to corporate. James refused to contact the site manager and instructed the lower employees to not contact the site manager. Once corporate contacted me back ms. Patricia Estes from corporate was horrible and careless stating false information. Once I told Ms. Estes I have audio recording she refused to hear them. Unprofessional the stay as you see was horrible as a family vacation was very hard unpleasant. I am finding other means of hotel services and never staying at this hotel again. James and Ms. Estes went as far to hide all his belligerent acts.…
Stayed at the Doubletree since my wife had a craft show at the hotel and we had Hilton Honors points. Very clean and comfortable hotel with a friendly and helpful staff. Breakfast was $14/person in the cafe but was very good and well worth the money, and saved going out of the hotel to the local diner for breakfast. Great pool and play area for the kids, and there were lots of families staying in the hotel. The room layout (at least our room) was very thoughtful, with the living room and bathroom between the hallway and the bedroom so there was no hallway noise in the bedroom. Only real "complaint" was that there were no USB ports in the room so recharging our phones was difficult. Quite odd for a hotel room in 2022.
We have been coming here for over 30 years (before Hilton took over and the Thomas Family ran the Hotel). The hotel is always super clean and friendly. The rooms are also in great shape (recent updating). We use this for our base to sightsee in the area but mostly for the indoor pool which over the years has been constantly warm and inviting. We use this as our winter retreat a few times during the winter and we can spend the whole day by the indoor pool and read and swim. Keep up the great work Doubletree Staff!
Party behind your room must be a joke but it was , horrible cleanliness no idea of hospitality team members does not have an idea what this word means use your money wisely stay somewhere else , great location poor service poor maintenance poor management
Very nice building on very nice grounds. A small lake and a golf course are right next door. It is pretty far off the beaten path so it would be a destination spot. Lots of weddings every weekend so they know their business. Restaurant, indoor pool, and small kid water park indoors. A small gym which is pretty typical for the Chain. Grocery and diner within a mile. Rooms are spacious. Some look down on the banquet room (you can watch a wedding if you want but remember to close the curtains...) Lots of self-parking. Good spot for families with kids
Pros: Was excited to use my new Diamond status at this property. Was pleasantly surprised at the affordable price for the labor day weekend. Stayed here for the two nights. Was super excited about the kids pool area which was great for our young kids. Temperature in the pool area was nice and warm, water temperature was great. Towels was plentiful and available. Location was great and very close to all the attractions. A young man named Kyle working at the 24Hundred Cafe is super swift and smart when taking orders, applause to him for working with a sling on his arm. He was very friendly & efficient. Checking in was, at first, a breeze, until...... I had to ask about my diamond status benefits. Cons: 1 - Front desk not willing or unknowledgeable about diamond status benefits. I had to ask about what was available. According to the Hilton Diamond Status page, I believe there was a "daily F&B $30 credit for myself & a guest". When asked for clarification at front desk, I said, "I'm here for two nights, do I get $30 or $60 credit for my guest & I?" she said, and I quote, "You get $30 for your entire stay, and I wouldn't use it tonight for dinner I would use it for tomorrow's breakfast". I arrived on Saturday night 9/3. She got me even more confused after saying that. I'm thinking, is it $90 F&B credit. What she said was contradicting the benefits language. I had to reach out to Corporate Guest Relations Specialist during my stay to get clarification. If i had followed her advice, I would have only received $30 for my entire stay, when I should have received $60. In closure, this put a really bad taste in my mouth for using my diamond status for the first time. 2. ordered breakfast from the cafe, placed two kid breakfast orders and ended up with four orders because the young lady on the phone didn't understand me. what i ordered with the scrambled eggs, and the mickey mouse pancakes. ended with like 20 pancakes and 110 sausages. (face palm) 2. Also, the late check out process also did go so well, I called front desk and asked for a late check out. Was told 11am is typical check out time, I can give you 12pm checkout, in a condescending voice. 3. room was old, if it was even considered an upgrade. no usb ports available for charging. 4. the Hilton app & website is non-existent, you have to call everytime you need something. unlike other hotels, you can request everything through the app. hilton website doesn't allow comments, CAPTCHA link is broken…
The biggest mistake is that this place is no longer the Willow Valley Resort. This is not Hilton's fault, but they should have made the place more traditional and less commercial. The restaurant was terrible because the food was not freshly prepared and tasteless. I miss the old hotel very much and i am sure so does many other people.
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