DoubleTree by Hilton

They will not even let you just buy their in their own words famous cookies unless you rent a room. Me and my brother were so excited to go try some cookies He's never had him before I used to work as a dishwasher for this place and I used to eat their cookies right out of the oven and they were delicious But when I call and ask if I can just buy some cookies they say I have to run to room I'm like okay well how much is a room and they say they're sold out and I'm like well f*** so I still can't buy any cookies and they says there's nothing he can do to help me and I'm absolutely pissed off I am so mad right now honestly I don't know what is wrong with this place or who they think they are but all I wanted to do was spend some of my hard earned money on some of their cookies and they couldn't make it work. Zero f****** stars absolutely the worst service and hotel I have ever dealt with but their cookies are pretty good when you ask you're able to get them.

I have made my booking in the middle of the week and had booked two rooms on an all inclusive package through hotels.com which by all means the hotel couldn't match however tried to tell me that it is "preferred" to book directly through them and later on I understood why!
The package the hotel offered me directly was for bed and breakfast however Hotels.com was the same amount of money for an all inclusive.
I did my homework and followed through after booking by checking with the hotel and emailed the reservations my booking along with my requirement of connecting ground floor rooms as I have 3 children one of which is only six years old.
We arrived an hour early to make sure we have a smooth check in... and surprise it was nothing but smooth. That was only a hope and never happened.
Every time the staff allocates two rooms they are gone before they start their process to the extent that they had to offer an upgrade after waiting to be checked in for 1 1/2 hours.
However we still didn't check in at 2 pm. Their excuse was over booking the hotel however the real problem was extended stay to the guests at an extra 200dhms.
After the assumed upgrade we received one of the two booked rooms at 4:15pm. Which is two hours and 15 minutes LATER than the check in time. We had requested a 6 pm check out for this first room which was approved.
As for the second room it is a long unpleasant story of continuous calls and requests, follow up on our side only though, but at the end of a very long day we finally got our room 5 hours and 15 minutes late at 7:15pm. After which I have emailed the hotel informing them that due to the delay in receiving the room for over 5 hours I will check out late at 7pm to retain my lost time.
The hotel decided to ignore the message.
The hotel on the day we checked in was over populated, the swimming pool seemed more like a public pool where you can't fit any more people in.
The food was average a lot of stews and rice for lunches and dinners. Some fresh pizzas, However breakfast had a good variety.
On the last day while we were trying to enjoy our last few hours and forget the frustration and what happened the first day, we were called by the front desk staff after breakfast to check us out early. Harassment from the staff continued requesting both our rooms which we checked into very late as " they need the rooms".
The harassment increased by sending us the security and the reservation supervisor at the pool side to threaten us and harass us again for the room he kept saying "I want the room", it again increased by wanting to lock us out of our rooms.
We then came to a mutual understanding that we won't give up our rooms. The supervisor requested our key but we said we will come to the reception to do the key extension where we were approached Mohamed Moniem (front office manager)who had nothing to say but." I want the room".
Frustration started again. We have lost our appetite for lunch of course due to the harassment we are being subjected to as paid customers.
Then we were approached by the Senior director - Mr. Pieter. He tried to seem sincere then by the end of our frustrating 10 minute recall of all the mishaps that happened to us, he tried to look like he listened carefully to our problem in what seemed like an understanding manner. Then requested us to leave our rooms.
We have been harassed by all levels working in this hotel to give up our room.
At check out, they have tried to have us pay for the things used by the person who used the rooms before us. They tried to pin it on us. ( documents available)
The entire experience was unpleasant however the hotel staff seemed on a mission to make sure to drive us away and give us hell.
It is quiet unfortunate that this hotels would carry the reputable HILTON brand. I have had the pleasure in staying at Hilton resort and spa in RAK several time, it was always a very pleasant holiday for years, however this stay has made me realize the fast decline in services in Hilton, which is very unfortunate as they have a lovely facility.

All supporting documents available.

Doubletree by Hilton Westport, St. Louis
The safe did not work, matinence said could not be repaired
No restaurant available, food service at bar 5-9.
No telephone in room, someone had ripped it out of wall. Front desk said had to have phone company come. Had to go down if we wanted to ask anything.
Room was under construction with patches on the wall.

We have stayed here several time and will continue to. Very clean with great, comfortable beds. Easy dining and breakfast options!