ComplaintsforDoubletree Hotel New Orleans

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see the attached picture. Our room was stuffy and air filter was extremely dirty. I woke up in the morning not feeling my best probably due to this. My throat was sore and I was coughing like crazy. They came and changed the filter without offering to move us to another room until I asked. (also changed the dirty air filter in new room.) Is this not done routinely???? Our new room had a leak coming from the air vent and what looked like mold. They brought a machine to soak up the water while we were sitting there. No room change. Day 2 was just a bad as day one. This was our first time in New Orleans and we did our research before booking the hotel. There was screaming and yelling in the hallway on day 3 from 2am-around 7am. This was the worst experience I've ever had. We checked out Day 4. I'm still recovering from the dust and mold in the rooms. This is extremely unacceptable and a true health concern.Reservations were under my husband name *************************-************

  Business response

  08/05/2022

  Following email was sent to guest yesterday.

   

  From: *************************
  Sent: Thursday, August 04, 2022 5:17 PM
  To: *******************************************
  Subject: Your recent stay
  
  ****************,
  
    Thank you for being our guest here at the DoubleTree New Orleans.  I received your review on ****** yesterday and responded,and when I looked for your reservation, found it didnt have your contact info because it was sent through a third party.  I knew your name sounded familiar, and when I shared your feedback with our executive committee, our sales director ******** let me know that you had corresponded with her prior to your arrival and passed on your e-mail.
  
    Im truly sorry for the issues you experienced during your stay.  We hold ourselves to the highest standard for guest satisfaction, and Im disappointed that we werent able to take care of everything while you were here and provide the stay that our guests are accustomed to, and deserve.  Both rooms you were in during your stay have been fully serviced to ensure there are no further issues, and we appreciate you providing your feedback so that we could address the issue quickly. In hopes of helping making things right, I have refunded a full night of your stay with us.  Because of the third party booking/billing, the refund is processed through them first, then passed to you, so it can take a bit to get through all of the approvals and transactions, but that credit is on the way. 
  
    If you should plan a return trip to **** in the future, I hope that youll consider reaching out to me and allowing me to welcome you back to the DoubleTree New Orleans for a wonderful stay and the experience we aim to provide each day.  In the meantime, please dont hesitate to contact me for assistance at any time.
  
  ****************************
  Director of Front Office
  Direct ************
  Hotel ************
  
  DoubleTree by Hilton New Orleans

  Customer response

  08/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We just received a refund receipt of $69.63 which is definitely not what we spent during our stay.  I understand things happen but the fact that I reached out prior to our arrival to ensure a pleasant stay what not taken into consideration.  The amount of dust on the filter and mold in the other room is unacceptable.  See attached pictures from both rooms. Saturday night to Sunday was not pleasant either.  There was yelling up and down the hall, and in the room next door from 3am to around 7am or so.  I can see one hiccup but three days in a row was just disappointing. A refund of $69.63 is not acceptable.
  
  Kind Regards,
  
  Regards,
  
  *****************************
  
   
  

  Business response

  08/10/2022

  Our ************ Director had an email conversation with this guest on Friday August 5th - see below.   The $69.63 was the unused incidental hold, returned after check out.  We have asked the third party booking company to issue refund of one nights room and tax.

  
  FC

   

  From: *************************
  Sent: Friday, August 05, 2022 1:21 PM
  To: ****************************** <*******************************************>
  Subject: RE: Doubletree New Orleans Stay
  
  Hi, ****************.  I looked in to your receipt and contacted the third party it looks like the $69.63 was the unused incidentals hold, returned to your card after check out.  The refund through the third party is still in processing.  I apologize for the confusion.
  
  
  ****************************
  Director of ************
  
  From: *************************
  Sent: Friday, August 05, 2022 12:18 PM
  To: ****************************** <*******************************************>
  Subject: RE: Doubletree New Orleans Stay
  
  Hi, ****************.  Thank you for the pictures, Im sharing those with our maintenance team as well. Im so sorry about the refund receipt you were sent I certainly agree, that is absolutely insufficient, and I have no idea where the third party came up with that amount I requested one full night and the amount should have been at least double that.  Im surprised they got it processed so quickly, but I dont love trading speed for accuracy.  Ill reach out to them again to have them correct that.  Im so sorry for the trouble!
  
  From: ****************************** <*******************************************>
  Sent: Friday, August 05, 2022 11:35 AM
  To: ************************* <******************************************>
  Subject: Doubletree New Orleans Stay
  
  Good Morning,
  Thank you for responding to my concerns.  Im not sure you are aware of all issues we had during our stay.  We just received a refund receipt of $69.63 which is definitely not what we spent during are stay.
  I understand things happen but the fact that I reached out prior to our arrival to ensure a pleasant stay what not taken into consideration.  The amount of dust on the filter and mold in the other room is unacceptable.  See attached pictures from both rooms. Saturday night to Sunday was not pleasant either.  There was yelling up and down the hall, and in the room next door from 3am to around 7am or so.  I can see one hiccup but three days in a row was just disappointing. A refund of $69.63 is not acceptable.
  
  Kind Regards,
  
  
  *******************************, CDP  
  Sales and Marketing Director
  P: ************
  
  
  
  

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