DOUBLETREE BY HILTON HOTEL BATON ROUGE

4 of my clients stayed. They enjoyed the property and people. The front desk is a bunch of rock stars.

We loved our room, spacious, clean, more than we expected. Loved it

Nice hotel in convenient location in Baton Rouge. As a diamond member, I do have a level of service that I expect. Before arriving to the hotel, I attempted to check-in through the app but didn't receive a digital key. We had to check in at the front desk. No employee was at the front desk when we arrived. We had to ring the bell and wait. We were not thanked for being a diamond member, snacks and waters were not provided. No information was given regarding breakfast times....nothing. On the plus side, the bartender was AMAZING! He was a very polite and well-mannered gentleman! The hotel was pretty clean, pool was closed. No other issues.

Called 6 times trying to get someone on phone since for whatever reason my husband’s name wasn’t on the check in (typed it in myself while booking). When someone finally answered, wanted to put me on hold since “I have a long line of people here waiting to check in” she was extremely rude and had a bad attitude. Also..: even if name on reservation, would need my card. (I’m still traveling and have 2 hrs more before I arrive). So I call Hilton’s main number only to get “you have a 23 min wait time”. I hear on the recording that I can download the app, do a digital check in and no front desk!! At this point.. I’m so happy that I don’t have to deal with the girl with the attitude but I remain on hold anyway “just in case” since so far.. this is such a disaster. Guess what? Someone gets on the phone and tells me to complete it so that I can get a digital key and he can just go to the room. But.. the key won’t work til 6pm (another hr). She offers to call the front desk directly so that the key will get issued immediately. By then ,we’re at 34 min on phone and she comes back to tell me she’s still on hold but please remain on the line. Then, here we go… can you believe this?? “They’re not able to issue the key until I arrive” (hour and half from now) because the digital key is unavailable even tho I’ve digitally checked in. All this and we’re at 40 min now.
JESUS PLEASE TAKE THE WHEEL.

Update… I arrive, The rude one is at the desk but the really, nice helpful one was Justin. We reported all the above and he was so apologetic and said he would let the GM know so we’ll see what comes of this. We get upstairs and the first key didn’t work at all but we did get in with the other one. Room was alright, bed was comfy but the sofa has apparently seen its last days. When I went to get an extra pillow out of the closet, it was apparent that someone had a nose bleed on it. (See other photo) Being a nurse… I immediately tossed it aside and washed my hands again well. We go downstairs this morning to try and check out, no one at the desk, no one ever came after ringing the bell several times so onto just grabbing some coffee and getting out of dodge. No coffee. At all. Not even set up.

We came for Mardi Gras Swim meet and our heat wasn't working ( it was 30-40 degrees out) the first night. Mr Darryl - chief engineer came and worked on it, he was frank that the fix would take time and he expedited a room move for us two times as the first move would have moved us away from our team mates. He was kind and we appreciated the direct communication that the situation wasn't a quick fix, followed by a solution until we were in a warm room, close to our team.