Reviews

I made a parking reservation for 10 days at DoubleTree by Hilton MSP, from Sat Aug 27th 4 am to Mon, Sep 5th, 1 pm. I got to the DoubleTree hotel desk at 4:20 am on Aug 27th, with the intention to catch the 4:30 am shuttle to the airport for our flight at 6 am. However, we kept waiting, waiting until 4:50 am and we asked the front desk where was the shuttle and driver, and she said: "the shuttle should be here soon and asked all people to wait in a line". Which everyone did to wait for the shuttle. However, we kept on waiting until 4:55 am and asked the front desk again where the shuttle was, and she said: "the shuttle and driver are in the building, but the driver just doesn't want to leave until 5:30 am". This is very ridiculous because the driver just doesn't want to do his job! The Hotel says on the website the shuttle is every 1 hr starting from 4:30 am! In order for us to make it to the flight, we have to drive our car directly to the airport parking lot, because there was already no time to call for an uber or anything. We got to the airport parking at 5:20 am and ran all the way to the gate (also cut a lot of lines at check in) and made it to the flight just right before the gate closed. We have to catch this flight because our next connecting flight is to ****** and there is only one flight a day, this missing the first flight could have completely ruined our vacation and cost even more loss financially including hotel, rental car and everything. And DoubleTree almost did that! Also, to order to catch the flight just in time, we have to park at the airport parking for 10 days and it costs us $280!!! DoubleTree that morning at 5 am where people were waiting in line and the front desk was doing nothing but finding excuses for the shuttle bus and driver. Worest irresponsible place ever!!!!

DO NOT USE THEIR SHUTTLE SERVICE!!!! I should have read the reviews on their airport shuttle service prior, but I unfortunately didn't. It's amazing how everyone has had a similar negative experience with it yet nothing has been done to fix the issues MANY people are having with their shuttle service. After reading through many reviews, I've found that so many people have had the exact same awful experience we went through and the responses back from Doubletree say they will address the issues and do better but absolutely nothing has changed. The service shouldn't even be offered as it can not be fulfilled as promised. We booked and prepaid to park our car AND take the shuttle to and FROM the airport. Getting to the airport was fine, but we never did get a ride back from the shuttle. Instead we had to pay another service to bring us back to our car. We arrived back to the airport about 930pm. Per the instructions we were given, we called the hotel when we were outside between doors 7&8 at terminal ******************************. We were told the shuttle would be there shortly. Well time kept passing and no shuttle. We called the hotel 5 more times and they kept saying the shuttle would be there soon. Well midnight came and we called again as the last shuttle picks up at midnight. The front desk person, ******, said the shuttle was done for the night. After waiting for the shuttle for the last 2.5 hours, you can imagine our frustration. ****** told us we must have been in the wrong spot and missed the shuttle as it had been there. I can assure you, we weren't in the wrong spot and we watched every vehicle come in and out of that area and a doubletree shuttle NEVER came. ****** was rude, kept blaming us for "missing" the shuttle, and didn't care that we had been waiting for hours. I'm upset that we paid for a service that wasn't provided in it's entirety and also how awful we were treated by the staff specifically by ******. This shuttle service is such a scam.

I reserved the Jacuzzi Suite. When I opened the door it smelled like wet cigarette butts. Both of water glasses were dirty. The windows were filthy I could hardly see outside. There was human hair in the jacuzzi, there was no valet parking or room service available. (Did not bother to tell me that before I made reservations). I went downstairs to get a different room they had none. I told the clerk I would not stay the 2nd night & would leave at 5:30 am the next day. They agreed to credit my 2nd day since they had no other available room (there was a large conference). When I got home I received a **** for both nights! their General Manager ********************* decided to charge me. I talked to 3 other employees before I got her voice mail. I still have not heard from them...I would not have paid $50 for that room, it has been a complete hassle and inconvienance for me to get them to make it right. I even agreed to pay for the 1st night (which I should not have to , if you were in that smelly room you would agree) will NEVER stay at a HILTON again.I would leave ZERO stars but I am not given that choice