DoubleTree by Hilton Biloxi

Location: The hotel is situated in a perfect location, particularly for those interested in cruising the coast. Guests appreciated the easy access and parking facilities, making it convenient for exploring the surrounding area.

My family's recent stay was not just disappointing; it was a catastrophic failure of basic hospitality and security that left us stranded late at night. I feel compelled to share the details so other travelers, especially families, can make an informed decision. We arrived after 10 PM following a long day of driving, with our two daughters exhausted. We had used the mobile check-in feature, received our room number, and were, by all accounts, confirmed guests. Our ordeal began at the room door with keys that repeatedly failed. After two trips back to the front desk, the staff finally realized the shocking reason: our assigned room was already occupied. What followed was a masterclass in how not to handle a crisis. Instead of immediate action and apology, the front desk staff left us waiting in the lobby for over an hour, claiming they needed time to "resolve the issue." They also informed us that a refund of our points would take at least three days. Forced to take matters into my own hands, I contacted Hilton Support, where I was met with similar indifference until I demanded to speak with a supervisor. Only then was our reservation canceled and our points immediately refunded. The compensation offered for this ordeal? A mere one night's worth of points—an insulting gesture that failed to acknowledge the severity of their error. The most disturbing aspect is the gross security lapse. The hotel gave out a key to a room that was already assigned and checked in. Worse, the front desk admitted they didn't know who was in our room. This should be a significant concern for any guest. At any point, someone could be given a key to your room, compromising the safety of you and your belongings. For comparison, we once had an overbooking issue with Marriott. They immediately refunded our stay, paid for our room at a nearby hotel, covered transportation, and compensated us with points equivalent to a week's stay. That is how a premier hospitality brand takes accountability. Hilton, in contrast, demonstrated that they were willing to put a family with children out on the street in the middle of the night without a viable solution or sincere apology. This was, without exaggeration, the worst hotel experience we have ever had.

Small bathroom with small tub that requires step over into shower....dated. Generally a dated property