DoubleTree by Hilton Hotel Biloxi

SKIP THIS HORRIBLE EXCUSE FOR A HOTEL First bad vibe came when I called the hotel the morning of my late arrival to request a room near the elevator. The clerk named LALA was rude and disrespectful and said I would have to take whatever room was available when I checked in. I am a Lifetime Hilton Honors Diamond member so this was very upsetting. She wasn't there when I checked in but the next morning I stopped at the desk to ask her if I needed to bring towels from my room to the pool. She snapped at me that there were towels at the pool which there weren't. Despite the fact that Lala saw the 3 of us together all day the following morning one of my guests forgot his room key which was needed for the gym and she refused to give him a new one. He said housekeeping would let him in and she said they wouldn't. But of course they did. I asked for a late check out of 3PM. The night clerk said he could confirm 2PM but I should ask in the morning for 3PM. Unfortunately Lala was on duty and said no. I asked for a manager on duty. She said there was no manage on weekends. My final problem with her was when I went to checkout and saw that although I had booked 2 identical rooms at the same rate one of them was charged a higher rate. I showed her the printout from the travel agency showing both rooms were the same and my credit card was billed in advance for the same rate for both rooms but upon checkout they charged me more. Again I asked for a manager and again she said there was no manager on duty. She called someone and explained the issue all wrong I asked to speak to that person and she refused to let me. I asked for the person's name and again she refused. As a diamond level guest I am entitled to a $15 per person food and beverage charge per day which is $30. On Friday morning I used the $30. On Sunday morning I tried to use it again and was told it could only be used per night and had t be before midnight. I checked in after midnight so obviously I couldn't use it, They didn't make an exception. The jacuzzi at the pool was empty, no water, closed. There were numerous broken walls and frayed carpets and bad smells throughout the property. When I got home Hilton customer service gave me the name and e mail address for the front office manager named Toni Balius. I wrote a detailed e mail but she ignored it. Then I called Hilton again and asked for the general manager's name and e mail address. His name is Jarvis King and I wrote to him. He also ignored me. I wrote him one more time saying that the rude attitude of his staff must have started at the top. My only recourse is to dispute the credit card charge which I will do. All I can say is DO NOT STAY AT THIS HORRIBLE PROPERTY. I will be asking Hilton to investigate and perhaps remove their name from it. It stinks (literally) from the GM down to the desk clerk LALA.

Awful. Truly. Really bad. TL; DR: Do not stay here. Trust me and all the other bad reviews and stay elsewhere. Accompanied my husband on an overnight business trip. Lala at the check in desk gave my husband a blank stare, no smile, no greeting when he approached to ask about check in. Just silently typed in his name and said it's not ready yet. Ok, cool, we're early. After we walked away I said what was her deal? He said I don't know. Somehow I always get her and tell myself I'm never staying here again because she's so rude. Husband left for meetings and I asked the bartender where the restroom is. He tells me and I go. Sadly I didn't know someone had clogged a toilet and flooded the bathroom. I didn't see the water on the floor until I'd stepped in it. Opened a stall door and confirmed my fears. I was standing in someone's poop water in my favorite open toe sandals. I immediately walked out, horrified. Stood for a few minutes waiting for someone who appeared to be a manager to finish a lengthy chat. Before he finished the bartender appeared so I approached him about it. Lala from the front desk approaches and stands to my left. A few seconds later I glance over and notice she's all smiles and I believe I heard a bit of a giggle. Interesting- Lala cannot smile at the checking desk but she can smile at the bar while listening to an upset guest. Bartender claimed he knew it was clogged but didn't know it flooded. Neither one of them could even pretend to care so I gave up and went to the pool. Looked everywhere for towels; there are none. Go back inside and ask where the pool towels are. Lala's reply? "At the pool." Before I could respond she caught herself and said unless there aren't any? After I got a towel I stuck my head in the bathroom door as I walked back to the pool. About 20 minutes after I notified them they still hadn't closed the bathroom, fixed the problem, put up a sign, nothing. I'm disgusted. If you didn't know in the first place, ok. But I know for sure you're aware now and still didn't take action. Unacceptable. I have a degree in hotel and restaurant management and I paid my dues. I know things happen. What matters is how you address it. This hotel did a terrible job and customer service is not Lala's calling. I'd tell them my husband is a Diamond member who frequently stays here and will never be back...but I don't think they'd care. And whoever reads this- please don't copy paste the tired response you post on every other negative review. Just makes you look even worse.

Restaurant Ashley at the bar and Ryan in the kitchen have the best customer service and are always so attentive! Food is delicious can’t go wrong here! I order the chicken quesadilla often, but my other go tos are the wings, chicken Alfredo and pizzas!! Thanks Hilton for having a wonderful restaurant for me to frequent during my extended stay!!

A bit tired... We spent a night in Biloxi and as a Hilton Honors Gold member we chose the Double Tree (my typical go-to chain). Overall it didn't live up to the typical standards that I see at other Double Trees. We arrived just after 6pm and were told that our room wasn't ready but the girl working reception said that she would "see who's room she could take since we work on a first come, first served basis here." A bit of a concerning comment as a loyal Hilton user. The room we were given was very tired with scuffed up furniture, stained carpet and marked up walls. We were only spending one night and the bed was the classic Hilton mattress and pillows so that was perfect as usual. Breakfast was interesting because there isn't a typical Double Tree restaurant. It was more like the Hampton free breakfast, but not free. There was not a lot of seating and the buffet was minimal. We ordered off the menu and the food was good. I wish I got the name of the gentleman working the restaurant because he was working extremely hard to keep the tables clean, take orders, keep the buffet full etc. etc. He was a one man show out in the restaurant and he did a great job. And he was pleasant while doing it. Please extend our gratitude to the gentleman working breakfast on Friday, March 15th. We will be back to Biloxi but will likely book the Hampton. Same waffles...but free.

Do Not Recommend... Very Disappointed, I stayed here on Business, and the hotel was very outdated, also there were groups staying here, and the entire night heard noise on my floor, with people running up and down the floors, I checked out the next day, and a very bad stay, Zero Stars!!!!