DoubleTree by Hilton Racine Harbourwalk

We arrived at 11 pm. The front desk staff told us the room we booked - a marina view and a soaking tub - is not available because they overbooked. He told us we were upgraded with a junior suit and if a marina view/soaking tub is available for tomorrow they will call us in the morning. No calls in the morning, so we went to check it out. The front desk staff - no apologies and said it is basically first come first serve hotel - what? And they are overbooked again. Then we spoke to the general manager, again, no apologies, repeated that they overbook every day and its the first come first serve. We know they let people go because there are no rooms. We got the room because we are hilton members. She told us if we dont like the upgrade, we can leave and she was about to kick us out. I said, why do you overbook? And I also said you know you have too many bad reviews? She said, why did you come then? She was very unprofessional and unreasonable - the worst double-tree hotel we’ve been to. She said we can leave and we can get a refund for tonight and she will not charge us for cancellation fee - ***. We dont believe whatever she says - I have seen some reviews of this manager doing inappropriate things so we decided to stay one more night. However, seriously, this is the worst hotel in the USA!

We stayed here for 3 nights while visiting family. We were assigned to room with a handicap accessible shower that leaked all over the bathroom floor with a window onto the parking lot. The room was noisy at night. It was hard to tell if it was coming from the hall or the restaurant which was next to our room. We asked if we could move rooms and even pay for an upgrade but were told we could not as we had booked through a 3rd party site. On the first morning we left the room around 11AM and did not receive any housekeeping service. The next morning housekeeping knocked on our door around 8AM even though the privacy sign was up. We left at about 9:30 AM. I went to the front desk and specifically asked them to make sure housekeeping came back to clean our room while we were out. (mostly needed b/c of the overflowing shower). When we got back around 4pm the room had not been cleaned. I went to the front desk where I got no apology and was told it was too late to have the room cleaned. On the morning of check out we were again woken up around 9AM by housekeeping at the door even though the privacy sign was up. I asked her to come back later, and she knocked again saying, "but we have you in for check out." I told her that was correct but check out time was not until 11AM. Overall, a really subpar stay from both a facility and service standpoint and we will try another place next time we visit.

Great

Aok