ComplaintsforDoubleTree by Hilton Breckenridge

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi there, My name's Gerald Winik. I'm writing about our stay at your hotel booked via Expedia on 12/31/2023. When we arrived at 4 pm, our room wasn't ready. The meals we ordered at the bar were bad, and we got charged for them and for parking, even though we parked elsewhere due to a full garage. Christopher fixed these charges, but our experience was still disappointing. For New Year's, we expected a clean, great place, but it was dirty. We thought a Hilton in Breckenridge would be 4-star, but it felt like 0-star. Check-in wasn't smooth. The staff didn't know much and mixed up my name and credit card, causing a room mistake. They gave us an out-of-order room. Room 555 smelled like smoke, had a damaged closet, and more. We moved to room 955, which also had problems: used toilet paper with poop on it, a cockroach, mold on the humidifier, unsafe electrical cords, a broken coffee maker, expired creamer, messy sheets, a dirty carpet, a noisy toilet, and a grimy tub. We told the front desk, but they couldn't do much as the hotel was full. Our romantic New Year's trip was ruined. We want a full refund, not a credit. Manager Jonathan Hagenow refused to talk, only emailing confusing replies. Thank you.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We checked on 8/18/2023 to the DoubleTree hotel in Breckenridge, Co. The hotel was under construction, which is is fine. I have stayed at hotels that have work being done to them before, so I didnt mine that the asthetics of the entrance was poor and the parking lot has danger signs. They don't have an available pool, which is understandable as they are under construction. The room is mediocre, the beds are okay, but not super comfortable. The bedding is middle of line- all in line with a middle rate hotel. The $200 after taxes and fees is a little steep with the general construction- I think they should offer a discount to offset the loss of ammeneties- but if the hotel wasn't under construction then I would say $200 is a fair price for the hotel. However, our room has no AC, and they just provide two cheap dinky fans that don't move air as a replacement for the AC. My room was 86 degrees in the middle of the night. I brought a small personal fan for hiking- which cost $10 on amazon that does better work then the fans provided. I struggle to understand why I am paying $200 to be tortured through the night. Also, Half the channels on the tv are not available because they are "protecting us from rate increases". Which I wouldn't normally care about except I was up all night, getting no sleep because my room is a sauna.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a room at this hotel for 7/26 - 7/29 on 5/15/2023. I was charged $2270,10 for a 3 night stay at the hotel. I was charged an immediate deposit of 50% of the total cost. The reservation stated that construction would be occurring and I should expect construction noise between the hours of 9-5PM each day. The hotel is undergoing massive renovation. There is no restaurant, bar, pool, breakfast area. The elevators are under construction requiring you to go up 3 floors on one elevator and then transfer to another. The hotel did not mention the extensive construction at the time of booking. There's literally bulldozers knocking down walls in front of the hotel. The only breakfast options are cereal boxes. I was notified 7 days prior to arrival that some amenities would be closed. By this time, there were no other hotels in the area available due to a convention. The hotel must have known at time of reservation of extensive renovations and construction which would close all hotel amenities.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I stayed at the double tree Breckenridge on May 6th to May 7th with my wife. We were informed upon check-in of a $15 credit for breakfast, however no breakfast was offered due to lack of staffing. There was no coffee in the lobby, as well as no soap or shampoo in our room. The mattress was uncomfortable and worn out. I have made a complaint with Hilton, as well American express. Hilton has offered me 5000 points, however to book this room with points is 47000. Hilton as a brand has high standards however there were no standards at this establishment . I find that 5000 points is laughable as it is less then a 10% discount for the discomfort we endured.

  Business response

  05/15/2023

  Hello,

  Happy to provide the $15 credit against your stay.  Will adjust and resend the receipt to the email used at the time of booking.

  Sincerely,

  Jennifer Bushey

  General Manager

  Customer response

  05/15/2023

  Complaint: 20056495
  
  I am rejecting this response because: I did not receive a good night's rest at your hotel. Not only was the mattress worn out, the toilet fill valve would not shut off makingit even harder to sleep. I was unable to shower in the morning as the room only had conditioner and lotion. A $15 dollar credit for a breakfast that you failed to provide is unacceptable.  Please refund in full.
  
  Regards,
  
  Matthew Stewart

  Business response

  05/26/2023

  Hello,
  We did place the $15 credit per person/per night against this statement and refunded the difference.  The receipt was sent to the email on file with the reservation.
  
  
  
  from: Jennifer Bushey <[email protected]>
  to: Clay Andersen <[email protected]>
  date: May 26, 2023, 1:33?PM
  subject: RE: Additional Response Required | BBB Complaint ID 20056495
  
  Hello Clay,
  As that was not part of the original complaint I’m curious as to why it now has been added.  Hilton has provided 5,000 points, we have refunded the amount of the credit originally disputed.  We will not be refunding the stay.
  Enjoy the day,
  Jennifer Bushey
  General Manager
  DoubleTree by Hilton Breckenridge
  550 Village Rd.
  PO Box 7157
  Breckenridge, CO 80424
  Direct Line: (970) 547-5510
  Hotel: (970) 547-5550
  Cell: (970) 531-8240

  Customer response

  05/26/2023

  Complaint: 20056495
  
  I am rejecting this response because:
  You obviously have no respect or compassion as to the comfort of your guests.  You are trying to treat issues as if it were only the breakfast,  when in fact the stay was a complete disaster.  I stayed for only 1 night, had I booked for a longer duration,  I still would have only stayed one night. I do not feel I should pay anything for horrible memory of this stay. Please know that I recently stayed at The Homewood Suites by Hilton in Dillon. They have standards there, and I was very impressed.  I will give them my business next time.  

  Please know,  I am very close to making a FTC complaint.  

  Regards 
  
  Matthew Stewart

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 24 Jan I called to cancel a reservation at DoubleTree by Hilton in Breckenridge (********) as my wife was sick and we didn’t want to expose anyone. I was told because of the type of reservation it was I would have to make an additional reservation first. I did (********) and called back and was told (after being on hold) I would have to call and speak to Robert S**** the next day. I called several times, leaving a message at the number I was given (which appeared to be Lost and Found) as well as speaking to Desk Personnel. After my third call of the day, I received a call back from a Desk Person who told me Mr. S**** said I could not cancel (after I took all steps I was previously told to do) and would not speak with me. I knew the person was just doing what they were told, but I tried to explain my wife was sick. The woman said she understood but was given these instructions and the reservation would be charged. I have e-mailed *********************** (I was given this as Mr. S****’s supervisor). I have also made an Ethics complaint on the Hilton site. I wish for this amount to not be charged (or refunded if charged) and the future reservation to be cancelled.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On December 14, 2022, i made a reservation for the Doubletree Breckenridge through the Hilton website. The reservation was for Dec 28 through Dec 31. Unfortunately, the website was glitchy, and I had to enter my credit card number several times before the site accepted it. Each time I entered the credit card information, the site would reset other fields. Immediately after making the reservation, I looked up future activity on my HHonors page on the Hilton website. I noticed that the website had reset the dates of my stay from 12/28 - 12/31 to December 14th - the day I made the reservation. I immediately called Hilton's 800 number. The first person I talked to said they were going to charge me for the night because I was within the penalty period for cancelling a reservation. I talked to a supervisor, who said she would reverse the charge for me. I notice on my **** card, the hotel is still showing a $ 213.33 charge for that date. I talked with the hotel and with Doubltree customer service. They are not willing to remove the charge. Since their website reset my travel selections each time I had to re-enter my credit card information, and since I reported the issue within 10 minutes of making the reservation, I do not believe it is fair for them to charge me. I made the reservation around 11:00 PM. clearly, I was not planning on staying that night. I also was still very much interested in staying at the hotel for the period of 12/28-12/31, but they did not have availability during those dates.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Non-working heat in Hotel room, not notified of issue when checking in, no resolution offered such as a different hotel, no additional blankets or a space heater offered. Thermostat in our room read 59 degrees. Totally unacceptable and a health issue. Worst vacation ever! Manager Andrew at the Hotel will not return my phone calls, I’ve left 3 messages.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ***** ******* purchased this trip on 01/17/2022. We stayed for 8 nights. I am filing now because my insurance claim I've been waiting for yielded no results. I am upset with this trip still greatly and I've never had to do this for a expensive vacation most have been great. This complaint is over $3,000.00 for my lodging and not the $9,000.00 total I spent on accommodations at the wonderful breckenridge community. This hotel advertises ski in and ski out it is not ski in and ski out at all that is beyond important on the vacation I travel to as I have a disabled family member with medical conditions. Before we arrived in advance we called the hotel and offered more money to the business for a room upgrade. They told us no problem. When we arrived they said they were over booked and had to take whatever room we could get. Countless customers were complaining about the hotels accommodations and problems and were leaving on site as we probably should as well. I tried to resolve this with the hotel they said yes to everything never did anything. The room they put us in was dilapidated and many broken important things like the tv, sink not to bad though, and microwave, the window was also broken from closing and it was like 17 degrees every night lol. Also they shut down the water for the entire day and happened to be the day we were staying in. Advertised pool no pool. Advertised hot tubs shut down 2 days. All elevators broken besides one causing major issues getting in and out. Charging 35 dollars for parking and not offering breakfast per my payment. Nevertheless we are simple people and breckenridge was great but the hotel was probably worst I've ever had. Win some and loose some. I actually want all my money back and have also deferred some of my friends from staying at this hotel until they get some new stuff. The room had a bad smell from the constant from the moisture from broken window think mold. The hotel offered zero solutions while tryingtonicelyworkitout

• Initial Complaint

  04/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The couple in front of me was informed the elevator was out and they had to climb stairs. When I went to check in the front desk attendant asked me if I had heard the speech they had just given. At that time I informed the attendant due to an injury my wife could not life more than 10lbs and she could not walk up stairs. He changed our rooms and stated we would not have to climb the stairs. It turns out this was not true, we did in fact have to walk up stairs. I informed the attendant I would like to speak to a manger in the morning and have them contact me. I was assured a manager would contact me. This hotel’s elevator had been inoperable for months, yet they never contacted me to make other arraignments. I would not have stayed at this hotel had I known about the elevator. Because of this we were dupped into staying at a hotel that getting to our room difficult due to my wife’s injury, and the simple fact I didn’t want to carry our luggage for four people up stairs. I had asked to speak to management everyday we stayed at the hotel but I was never contacted. I was not offered any compensation even though I had asked due to the hotel not being as advertised. I have included copies of reviews taken from on-line sources that prove the hotel knew about the elevator yet did nothing to fix it, nor did they make any effort to contact customers to warn them. In fact it shows the elevator is still down and they are doing nothing to fix the problem. I cannot stress enough had I been made aware of the issues the hotel was having with the elevator I would have canceled my reservation and booked at another property. I feel like the hotel took advantage of me and every other customer by not informing them ahead of time that the elevator was down and customers would be required to climb stairs. I stayed at this property on 29/22-2/13/22

  Business response

  04/14/2022

  Hello Clay,

  
  

  We will be initiating a full refund for this guest.

  
  

  Best, 

  
  

  Lilyanna S****** 

  Customer response

  04/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me, provided they actually follow through and issue the full refund.
  
  Regards,
  
  ******* **********

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked 2 nights at the Double Tree by Hilton for 1/21/22-1/23/22. I was charged $665.57 plus an additional $150 for parking. Upon arrival after checking in I was told none of the elevators are working. My room was on the 10th floor. When I informed that that I didn’t want to pay over $800 to have to walk 10 flights of stairs they told me there was no other option and no refund was available. They should have informed guests at the time of booking or prior to check in if the situation and offered a full refund.

  Business response

  03/29/2022

  Hello Clay, 
  
  I am reaching out regarding our mutual guest *** *******. We have received the notices regarding the issues during the guest's stay and we can offer a full refund for this guest. 
  
  Have great day, 
  
  Lilyanna S******
  Reservations & Culture Manager

  Customer response

  03/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this proposed resolution is satisfactory to me. However, As of yet, the proposed resolution of a full refund has not yet been executed.  Thanks.
  
  Regards,
  
  *** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩