DoubleTree by Hilton Hotel Tampa Airport-Westshore

We had thee immediate issues at check-in. The price was not as quoted by the Internet nor when we called the facility. The explanation was “they should have told you”. When we pushed, we were told it was a security deposit for incidentals. (New one for me). 2nd, we saw 8 signs to not forget to get our warm cookie. They were out of cookies and would have more after the established check out time. (If you want to upset me you are getting warm.) 3rd. We fortunately had a friend see is in the lobby as we were completing the. check-in process. The clerk was very displeased, short to the point of being rude, and seemed like she had somewhere else to be (maybe break). All and all, a very poor experience. I usually give a second chance but not sure if this policy is worth it considering the room was definitely on the higher side.

early check-in

design was chaotic and confusing, no breakfast

This booking agency never made my reservation! Hot

It was a nice facility. Staff were friendly. Pool was nice.

Staff were very poorly trained, almost every step of the way things were done poorly or incorrectly. They didn't have my reservation which was made through this booking agency so we were told we'd have to find another hotel with out kids. No apology. Staff were leaving with piles of hotel cookies for themselves as we just sat there with no place to stay for the night. The hotel blamed the booking agency and said they do this often, I asked why the hotel chooses to work them if they often leave their guests with no room for the night. Obviously the booking agency sells their unsold rooms and this works out for the hotel and they don't care that it sometimes leaves the customer with no place to stay. Finally we asked for a second manager and she was somehow able to get us a room at this sold-out hotel and the first manager then appeared with some cookies for the kids. Room service never brought the drinks we ordered and paid for, the cot didn't have a sheet, the bathroom sink was leaking from a pipe beneath it and the phone lines to the front desk were constantly busy when I tried to tell them about these things. Room service trays were left outside rooms for 12 hours at a time as cleaning staff walked right by, kind of gross to look at. The hotel double billed me for the room I had already paid for through kayak. They billed the credit card that they told me was just for "incidentals."The staff here really need some training in customer service and basic hotel management. One of the worst hotel experiences I've ever had. This hotel is very damaging to the Hilton brand.