The Doyle Hotel

Good location. Very quiet. Valet was very helpful.

Bathroom floor was not very clean. We stayed there a couple of years ago and it seems to be a little run down. Needs some updates.

I stayed at the Doyle last year for business at the recommendation of a coworker and frequent Doyle guest. I loved it so much that when I returned to Charlottesville again with family, I didn't even look anywhere else. The Doyle was my only choice. Big mistake. Our room was not turned over properly. No tissues, no conditioner, missing remote, only 1 spare roll of TP for 2 toilets...both of which only had partial rolls on the dispenser. The main bathroom floor was sticky and had hair on it (ALL kinds of hair - we hadn't even used it yet.) It was NOT cleaned. I'm not even sure the main living area floor was cleaned, but I didn't complain about that because it was remotely possible we tracked in the dirt and crumbs. The room was reserved for 3 people but no linens or pillows were provided for pull out bed. There were not enough towels provided for 3 people. I immediately notified the hotel and was told no one could help until the next morning as they send the housekeeping staff home at 4 pm. (Conveniently...check in time is 4 pm). I paid to SLEEP AND SHOWER there...for THAT NIGHT. How am I supposed to do those things without out the required amenities that one expects when booking a hotel? Finally, after several texts (which are responded to by AI...which I was able to determine after my responses were getting less and less relevant to the issue at hand), someone managed to open a closet somewhere and deliver linens and towels. They left 3 towels, 2 blankets, a comforter, 3 sheets, AND 10 pillows - with no pillow cases. The 10 pillows and no pillow cases seemed a little passive aggressive, but at least we had something to sleep with. A TV remote was delivered but still didn't work - the TV is a Roku so you can't even get past the log in screen to stream or watch local stations. They could/would not clean the floor until the next day, and I had to send photos of the sticky, hairy floor to prove it needed to be cleaned. The next day we had to hound them for the cleaners to clean the bathroom floor and restock toiletries. They arrived to work at 9 but we still had to wait until 11 for service, which delayed our plans for the day because we needed to be there when they serviced the room. (We had a dog with us - another "perk" that led us to booking the Doyle.) When they left after the service, there were still no tissues and remote still didn't work. On the day of check out, we started loading our car. We left our teenager and dog in the room. When we returned (at 10) to get the rest of our stuff, the outer door code didn't work despite check out being at 11. (We were in a separate building from the main hotel, which had 2 suites - there was an inner suite door and an outer door.) We didn't want our son to leave the room and let us in the event the code expired and we would all (except the dog) be locked out of room. Given the lack of urgency with the room cleaning, we didn't know how long we'd be out there. I found an employee who came to open the door for us. He said the lockset batteries probably needed to be changed. He let us into the outer door and we were able to get into the room to gather the rest of our things (plus kid and dog). Then when we went to leave, lockset for the outer door was totally broken (lever pointing in the wrong direction and inoperable) and we were stuck inside a small vestibule between our room and exterior. We could not get out. We pounded on door and screamed for help. Finally I called cafe next door (no one answered the hotel number) who sent someone over. When we were let out, I was told to talk with manager (Shawn?), who would comp me or something (the person who let us out wasn't very clear). When I went to the lobby where this manager person was sitting at a table with other staff, I inquired about checking out. He told me I didn't need to do anything more. He then gave me a half hearted apology about the door. When I tried to explain my dissatisfaction with the stay due to all the other issues - some of which weren't resolved - he cut me off mid sentence, said he had to deal with another guest, and walked away. That was the WORST customer service I ever received. I get that the charm of this hotel is supposed to be no check in desk and a contact-less experience. But that is NO EXCUSE for poorly preparing a room and then walking away from a paying customer mid sentence.

The property itself was great. The room was very nice. I liked the layout. The bathroom was clean. No complaints about the room.

The check-in instructions were confusing. I had no idea where to go when I got there. The QR code didn’t work so I couldn’t get any information about where to get breakfast or food or anything. When trying to get to the coffee shop, luckily there was someone to ask because overall the entire experience was confusing and no recommendations for parking Maid the whole thing extremely challenging for a single female traveler.

The location is great and it was easy to get in and out of the room

The air conditioning was finicky. The sink was dirty when we arrived. I never got a check in message and had to reach out so I could get my room info

Close to places of interest. Rooftop bar was decent .

Confusion of parking. Property trying to be a NYC boutique hotel. They missed the mark by a wide margin. All staff other than John are clueless.