We chose this new Doubletree because of its newness...and as far as the cleanliness, it was superb. Immaculate rooms, lobby area, etc. Love new hotels. The front desk staff was friendly and courteous. Why, then, the bad review? Well, the most important attribute of a hotel is the ability for you to sleep. This was not possible in our 6th floor room. In the bathroom, there was an exhaust vent (not anything you could open or switch off) that made SO MUCH NOISE that it honestly sounded like a semi tractor-trailer was idling. It made a continuous low-frequency wop-wop-wop-wop noise all night long. We immediately called the front desk and we were told that all rooms were sold out, so we had to stay in that room. We also were told that ever since the hotel was built in the spring, several rooms have had that issue in the pipes and they're looking into it. "It's worse in the summer when there's high humidity." The noise reverberates in the walls and it wasn't until about 4 AM that we figured out that if we put our heads on the other end of the bed and feet toward the headboard, it suppressed the noise somewhat. My wife can sleep through almost anything, but this kept her up all night. To make matters worse, the air conditioning unit (which works great) does not, though, have a continuous fan mode to drown any noise out. It kicked on and off through the night. We had driven 8 hours to get to this hotel and had to go to the cemetery to visit my mother, who passed away 1 year ago. Then we had a long 8-hour drive back home that afternoon, which was a bit dangerous because we were so exhausted. We asked Lee, the front desk manager, for a refund. She seemed very sympathetic and explained that there is indeed some work being done on the 6th floor. (That contradicted what we were told the evening before - that the humidity is the culprit and it's been an issue throughout the hotel) and said she would get back with us later in the day or the next day after checking with her General Manager (GM). After I called again the next day, she did speak with me and said that her GM, Kathy, had authorized the maximum compensation of 1,000 Hilton Honors points. I said I'd rather have her sleep in that room that night! I spoke with Kathy and she said there was another avenue where they can get 2,000 more points. I explained that we've been Hilton Honors members for more than 25 years and that 3,000 points (about 10% of a 30,000 point cheap hotel stay) amounts to about $15 compensation, which is quite insulting. I asked for a full refund of our stay instead. She said she would have to look up my account and talk with her boss. She said she would call back by 6 PM and never did. So, today (Day 3) I called and spoke with her. She said they cannot do a refund and they have authorized the 3,000 points. I asked why... and she said "That's all we can do." I told her that we were not happy with this in the least. While we will not be staying at this hotel again, there was a big positive. There is a lovely and delicious Italian restaurant, named Zinna's Bistro, just over a mile away. It was romantic and yummy. …
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.