DoubleTree by Hilton Hotel & Suites Pittsburgh Downtown

Was assigned room 506 (a 1 bedroom suite) for a 2-night stay; was there for my son’s hockey tournament. Got in late the first night after a LONG day of driving and hockey games, about 11:00pm. I laid down and noticed a putrid smell. I initially thought it might just be my son’s hockey bag in the living room (IFYKYK) and fell asleep 5 minutes after my head hit the pillow. The 2nd night I went to bed late again at about 10:30pm and again noticed the same putrid smell. Except this time, I noticed that the smell was surrounding me, I took a whiff of the sheets and realized that the putrid smell was the smell of VOMIT coming from the bed I was laying on. I removed the sheets, took another whiff – and realized it was the mattress (yuck). The mattress wreaked of vomit! I called the front desk (was about 10:30pm), they said they could send a maid to change the sheets (but it wasn’t the sheets, it was the mattress itself). They asked if I wanted to change rooms, I said that I was tired and did not have the energy to pack up me and my son’s things so late and that we would sleep on the pull-out sofa in the living room. They said I could speak to the front desk manager Curtis the following morning and he could make things "right". The following morning my conversation with Curtis was more putrid than the vomit mattress. His tone was immediately off, basically annoyed that I had called. It wasn’t apologetic, it wasn’t even courteous. Curtis, in a rude tone, stated that, “I should have said something the first night” (in essence, turning this back on me). I told him the room should have been provided in clean order the first night. He later said, I yelled at him – except, I didn’t yell at him. Was I annoyed – you bet. But yelling, I know better than that. I restated the facts I just detailed above, but apparently that is considered "yelling". Additionally, I mentioned to Curtis that I’ve stayed exclusively at Hilton related chains for 25 years and held their top tier Diamond status for many of those years. I’ve stayed in Hilton hotels 100’s of nights for both work and personal. This hotel was by far the worst experience I had. Parking.... if the parking garage in the hotel is full, god speed to you. Attendants direct you to the US Steel building across the street which does not have in/out privileges like the Double Tree garage. Front desk staff as well as parking attendants were very confused and provided various answers on how the US Steel parking garage works (it doesn't utilize the room key card) and how parking charges would get charged to the room. One of the parking attendants mentioned that they had just started using the US Steel garage and therefore the process on how to charge the US Steel garage to the room was new (finally it made sense – lack of training to employees). I asked Curtis; front desk manager for a partial refund at the end of my stay – he said he would provide a $100 credit, but no more. The total for my 2-night stay was almost $500. I will let readers decide if this was a fair reimbursement for a hotel room that had a bed which wreaked of vomit, the frustration in dealing with the lack of parking for 1.5 days out of a 2 day stay, as well as a front desk manager that was beyond rude. Curtis also said that their website states that it does not guarantee parking. Perhaps it does, I didn’t use the website to book the room. What I do know is that I’ve stayed at many other Hilton city centered hotels. All of these other Hilton city centered hotels had overflow parking at surrounding parking lots in case their garage filled up; they had an established process already in place to pay for the offsite parking (not leaving guests fending for themselves). Curtis – no need to respond to this review. You said enough during our encounter. But based on some of the other reviews it appears I am not alone. To readers - if you have made it this far and are staying in room 506 – hope Double Tree replaced the mattress or you may find yourself sleeping on the pullout sofa or moving rooms.

Only the location

Nothing/ the property is outdated

Everything. The cookies were a bonus!

N/A

Our room had rips and tears in the carpet, look like a dog had been in the room and tore up the rug.

Location was great and room was cleam

Checking in and parking was very inconvenient. A heads up would have been nice or some direction once we arrived. Bedding wasn't too comfortable. Downtown pretty much shuts down after 10 so eating was a hassle. Ended up ordering a pizza for delivery.