Doubletree By Hilton Washington Meadow Lands Casino Area

Horrible. Absolutely horrible. Went to check in last night, no one at the counter. Waited a solid 7-10 minutes before Stephanie came back to the front to do her job. Asked why I was waiting with no one there and she replied she was in the bathroom. Alright, cool.... here an idea use your hand, grab a sharpie and write "back in 5 minutes" on a sheet of paper, leave that paper on the counter and AT LEAST then whomever comes to check in will know that someone is working the front desk. Kept getting worse, they were out of cookies - no interest or indication she was going to make more. Her attitude was abysmal. Against my better judgement I checked in not wanting to drive another two and a half hours home to central Ohio. Checked in, got to my room, went to use the bathroom and found ants.... plural (theres never just one). Walked out of the bathroom and there were ants on the floor by the beds too. Went to call the front desk and the phone was out - no dial tone, nothing. Phone came from 217 and I was on a completely different floor.... Wife and I got our things, went back downstairs to a very apathetic Stephanie whose replacement (Brandi) was just as disinterested let alone trying to help in any way. Asked what they planned to do to make good on such an abysmal experience and I was directed to call Hilton - no effort to call their own manager or try and fix anything. Wildly unprofessional, unsanitary rooms, no cookies, no sign saying she'd be back, poor attitude from start to finish. I've been an Honors member for over ten years, I've been a Diamond member for several of those ten+ years. Even if neither of those were true no one should be treated or have the experience I did in ANY hotel, let alone one with the Hilton name on it. I hope they're accepting applications and looking for her replacement - its beyond me how this hotel has 3.8 stars. It's 3.8 too many.

The first thing I'd recommend is checking your tires and rims before entering the parking lot. The lot is in extremely poor condition, with large potholes, deep dips, and missing asphalt throughout. We checked in online and simply asked the front desk where our room was located. Instead of directing us to our room, the associate offered physical keys "just in case" our digital key didn't work, then asked us to wait while he finished another task. It was an unnecessary delay and not a great first impression. When we entered the room, we were immediately met with a strong musty odor, and there were two live flies on the windowsill. We were traveling with three children under the age of four, and when it was time to bathe them, we discovered the room contained only one bath towel. The front desk employee explained they had no clean towels due to a propane issue and instructed me to retrieve towels from another room myself.(At this time I pulled out my phone and recorded myself for the record at this point.) The situation became much more serious when I unlocked that room and discovered it was occupied, with another guest's personal belongings inside. (I have video and pictures)Directing a guest into an occupied room is a significant privacy and safety failure and is completely unacceptable for any hotel, especially a Hilton property. (Imagine as a adult male I walked into a room full of teenage girls.. the situation could have ended very differently) After getting our children to bed, my wife was bitten twice by something in the room, and our two-year-old immediately began scratching his arm. At that point, we no longer felt comfortable staying and checked out early. Rather than acknowledging these issues, the hotel claimed we had "trashed" the room and refused to issue a refund. We are a family of five with three toddlers. The room was not spotless, but it certainly was not trashed. There was no damage, no broken furniture, and no excessive mess. A few snack crumbs on the floor and a tied trash bag left because the cans had no liners hardly justify that accusation. As Hilton Honors Silver and Gold members for more than five years, this was, without question, the worst experience we've ever had at a Hilton property. The condition of the hotel, the lack of basic amenities, and, most importantly, being directed into an occupied guest room represent a level of service that falls well below Hilton's standards. Because the property refused to resolve the matter appropriately, we will be escalating our complaint to Hilton Corporate.

Convenient location and lots around in the area. Hotel was under construction which was not on the website when booking. Said complimentary breakfast but we paid. The new dining areas are nice. Room was supposedly finished but could see outside by the heat/cool unit and was not complete. Couch was gross and holes in curtain. Overall clean but no hand soap or trash can in the room. Food was ok but pricey. Not the best DoubleTree.

The team was helpful, flexible, communicative, attentive, and professional from beginning to end. They worked with us to create a customized menu that fit our event perfectly, and the food was delicious. They also organized the buffet setup so efficiently that guests moved through the lines quickly and were able to spend more time enjoying the dancing and activities. The newly renovated ballroom and guest rooms are beautiful, welcoming, and very well done. What impressed me most, though, was how clean everything was despite the ongoing construction. Staff members were constantly cleaning, vacuuming, and making sure the hotel looked its best for guests. You could tell that everyone genuinely cared about making our event successful. We are so grateful for the hard work, kindness, and professionalism of the entire staff, from the General Manager to the front desk, and would absolutely recommend this hotel for events or overnight stays.