DoubleTree by Hilton Harrisonburg

I recently had an extremely disappointing experience at the DoubleTree by Hilton in Harrisonburg, VA, which has significantly impacted my view of the Hilton brand as a loyal Hilton Honors member of nearly two decades. Upon canceling my reservation within the 24-hour cancellation window, I was shocked to be charged the full night's stay of $149. When I called to seek clarification, I spoke with a front desk representative named Gabriel, who informed me that it is Hilton’s policy to charge the full rate for any cancellation within 24 hours. As a long-time Hilton guest, I know this is not standard policy across the brand, particularly for longer stays. When I questioned whether a 7-night stay canceled within 24 hours would result in a full charge for all nights, Gabriel confirmed this was the case, which is both unreasonable and inconsistent with Hilton’s customer-focused reputation. More troubling was Gabriel’s dismissive attitude—he laughed at my concerns and interrupted me while I sought clarification, which felt disrespectful and unprofessional. I expressed that this approach to customer service and policy enforcement could severely damage the hotel’s relationship with guests, especially loyal ones like myself. Unfortunately, my concerns were met with further dismissiveness. This experience has left me questioning whether I can continue to trust DoubleTree or Hilton properties for future stays. I strongly urge management to review their cancellation policies and ensure staff are trained to handle customer inquiries with respect and professionalism. Potential guests should be aware of this location’s practices before booking.

Five Stars for Ms. Dee in the Breakfast dining room she made my day. My Rental Truck broke down the previous day and I was back one the road, eating a great breakfast before heading home. She had the most amazing smile. Cudo’s for someone recognizing her ability to serve and treat others well! Thank you Ms. Dee Mike

The Bed comforter had old blood stains on it, I did not see it at night when we came in because the comforter was tucked in. In the morning when I got up, I noticed it. Called the front office and asked for a supervisor, none were present on site. I am not very irritated because this hotel is rated 4 star for cleanliness, and it shouldn’t be. Please everyone check your sheets and comforters before you go to sleep.

It didn't give off double-tree vibes I checked in, and the room was next to a noisy saw work zone. Refused and got on the top floor, which was much better except for the view of a construction facility, but it was not a big deal. Service was good in fixing issue. I checked out the pool and it looks it touches a lot of rooms and gave off a gross vibe, not double-tree vibes. My thoughts are if you book here you would want to keep your curtains closed all the time and hope not to hear noises. Warm cookies were nice, bed and Room seemed clean but not the double tree vibes. Extra charge for breakfast is ridiculous and missing hot tub a minus. Clean and safe vibes yes but I expect more from double tree.

Very clean. Staff were very friendly and helpful