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“Terrible Customer Service”

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DoubleTree by Hilton Grand Junction
Ranked #1 of 28 Hotels in Grand Junction
Certificate of Excellence
Whitefish, United States
1 review
“Terrible Customer Service”
Reviewed 19 December 2013

The hotel did not honor early check-in, did not have a working hot shower, and worse did nothing to assist and rectify the situation in anyway shape or form. Offered a free beverage for room not being ready when supposed to be...then did not honor that either. Would not recommend this hotel unless staff is brought up to speed on what customer service looks like and how to rectify an issue. A guest should be able to check in on time and have a shower that works!!!

  • Stayed December 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Tracy B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PerNilsson, General Manager at DoubleTree by Hilton Grand Junction, responded to this review, 20 December 2013
Thank you for your comments! We strive to provide excellent customer service and I am surprised with your comments. Especially this time of year when our occupancy is a lot lower than normal. No reason to have to wait for your room. Also, we did check shower upon your departure and it was in working condition.
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1,118 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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Billings
Level 3 Contributor
12 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed 19 December 2013

great staff, nice bar but poor wine selection. My "Go To" place in Grand Junction. Good access to the Airport, right on the interstate. Stay on the golf course side, very quite. Very nice breakfast buffet.

  • Stayed December 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank James R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PerNilsson, General Manager at DoubleTree by Hilton Grand Junction, responded to this review, 20 December 2013
Glad you enjoyed the hotel and our service levels. Yes! we do serve a lot of local Colorado Wines and I am not sure if that was the issue. However, we do always listen to our guests and we appreciate your feedback
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Denver, United States
1 review
Reviewed 19 December 2013

excellelnt! we will make it a point to return when we are back in grand junction. we will remember the wonderful service. we would recommend to others who are looking for a great place to stay. we enjoyed the staff and the service

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Rebecca S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PerNilsson, General Manager at DoubleTree by Hilton Grand Junction, responded to this review, 20 December 2013
Thank you and glad we could make difference!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Parker, United States
1 review
Reviewed 18 December 2013

While staying at the Grand Junction Double Tree my daughter broke out in hives. We thought it was an allergic reaction to something and the hotel staff changed all the linens over to hypo-allergenic to eliminate possible issues with the linens. The problem had nothing to do with the hotel stay, but the staff was so helpful and understanding, doing their best to be sure to address any possible issues. GREAT CUSTOMER SERVICE!!!

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Elizabeth S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PerNilsson, General Manager at DoubleTree by Hilton Grand Junction, responded to this review, 20 December 2013
I appreciate your comments! Glad to hear that you were satisfied with our customer service and that we were able to accomodate your daughter!
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Dickinson, Nd
1 review
Reviewed 18 December 2013

Everyone was very friendly and the bed was extremely comfortable. I was very excited to get back to the hotel after several long work days to relax in comfort. The location was nice for me to just hop on the interstate. The hotel restaurant was very good, and they had some live music in the bar! I'm staying here next time and the time after as well

  • Stayed December 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Jonathan I
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PerNilsson, General Manager at DoubleTree by Hilton Grand Junction, responded to this review, 20 December 2013
Thank you! Looking forward to your next visit
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Colorado Springs,Co, United States
1 review
Reviewed 14 December 2013

up graded to jr suit regular hh rooms are much better. Room was worn furnishings old and dirty. Room needed a good deep cleaning. I always stay here when in Grand Juction have always had good luck but not so good this time.

  • Stayed December 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Gary H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PerNilsson, General Manager at DoubleTree by Hilton Grand Junction, responded to this review, 20 December 2013
Thank you for your comments! We have inspected your room and followed up with appropriate action. Hope to see you back soon!
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Wilmington, Delaware
Level 2 Contributor
8 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 11 December 2013

The doors slam loudly and can be heard in the hallways and room to room. My room was near the ice machine which was very noisy early in the morning as people apparently were filling their coolers. The front desk didn't seem to take the complaint seriously, almost as if they were use to those complaints and there is nothing they can do about it. Otherwise the beds were soft and the room was nice.

.The restaurant was inconsistent. I ordered the same breakfast on different stays and my meal was not even close to the same meal in size and quality. When I ordered a fish meal for dinner (room service) it was very plain and flavorless.

Room Tip: Avoid a room by the ice machine! Nothing you can do about the loud doors.
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  • Stayed October 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Alwaysamused
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PerNilsson, General Manager at DoubleTree by Hilton Grand Junction, responded to this review, 14 December 2013
Thank you for your feedback! We have noted your concerns and will follow up with appropriate staff
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about DoubleTree by Hilton Grand Junction

Property: DoubleTree by Hilton Grand Junction
Address: 743 Horizon Dr, Grand Junction, CO 81506-3906
Phone Number:
Region: United States > Colorado > Grand Junction
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Business Hotel in Grand Junction
#2 Family Hotel in Grand Junction
#6 Romantic Hotel in Grand Junction
Price Range (Based on Average Rates): ££
Hotel Class:3.5 star — DoubleTree by Hilton Grand Junction 3.5*
Number of rooms: 273
Official Description (provided by the hotel):
Come and enjoy the breathtaking views and relaxing atmosphere of Colorado's Wine Country. Set amid a backdrop of lush valleys, beautiful mountains and alpine plateaus, The Doubletree Hotel Grand Junction is the perfect getaway for any traveler. Whether you are a professional business traveler or a family looking for a fun-filled vacation, the DoubleTree Hotel is the place to stay! During any season, guests can enjoy a wide array of outdoor activities, including downhill and cross-country skiing, snowmobiling, mountain biking, horseback riding, hiking, and vineyard tours. Whether it's a Stay 'n' Play Golf Package in the spring and summer months or a Stay 'n' Ski Package in the cool Grand Valley winters, the DoubleTree Hotel has something for everyone. We are centrally located close to Mesa State College, downtown Grand Junction, shopping, restaurants, and about 15 miles from Colorado's wine country and ski resorts. The Doubletree Hotel encompasses a beautifully landscaped 10-acre property that includes lighted tennis courts, a basketball court, sand volleyball, horseshoe pits, and an outdoor children's play area. A fully renovated Precor fitness center is available 24 hours a day. Guests can relax and soak up the sun at our heated seasonal outdoor pool and year-round jacuzzi. Guests can satisfy their hunger with a full breakfast, lunch, and dinner menu offered at the Bistro 743 Restaurant or stay in and experience our exceptional in-room dining. We feature nightly specials in our Lounge 743 where you can relax with friends and watch your favorite sports team on one of our three large flat-screen TV's. Check out the local band scene on Wednesday nights or kick off the weekend with Fiesta Fridays! The DoubleTree Hotel also offers more than 12,000 square feet of banquet meeting space, with up to 14 breakout rooms and a Grand Ballroom of 5,000 square feet. Book your meeting with us today! The Doubletree's 273 guestrooms feature the Sweet Dreams by DoubleTree sleep experience with plush-top mattress, luxurious linens, down comforters, and sweet dreams pillows. Guest room amenities include a 37" Flat Screen TV, Complimentary Wolfgang Puck coffee and tea, Neutrogena bathroom products, and a USA Today delivered every weekday morning. Refrigerators and microwaves are available upon request. Your warm chocolate chip cookie is waiting for you! ... more   less 
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Also Known As:
Doubletree By Hilton Grand Junction Hotel Grand Junction
Doubletree Grand Junction
Grand Junction Doubletree

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