DoubleTree by Hilton Hotel Berkeley Marina

Reviews 3

A

A Private User

If you stay here you will basically be GUARANTEED THE WORST STAY EVER, STAY AWAY AT ALL COSTS -- weve learned our lesson and youll be sorry you ever stayed here! We read decent reviews for this hotel and since all other hotels in Berkeley already booked, we booked our stay at the Doubletree at the Berkeley Marina. Arrived and we were checked in quickly; however, the reservation that I booked and the subsequent confirmation email that was sent to me CLEARLY STATES that the room booked was a room w/ a king bed & balcony. We didnt think much of this since it was already pre-set and pre-paid, but when we finally got to our room, it was on the first floor with no balcony, and with two TINY beds (twin size or full size, not sure, but much smaller than a standard queen). In addition, the room was unacceptably close to the maids washing/staging area, ice machine/generator, and a MAIN walkway through the building (where all visitors within the building enter). Because this is an inherent design flaw of the property (all 4 buildings on premise are built and formatted like this, so statistically speaking you are likely to be put into one of these SUPER LOUD & NOISY ROOMS about 20% of the time every time you stay). This is where our troubles began. We called the front desk and spoke with Jared, the on-duty supervisor. We informed him of the discrepancy in the room we had confirmed/booked and the one we were placed in, and also slightly complained about the noise (at the time we didnt think much of the noise because it didnt get super noisy until after we had settled in). The supervisor informed us that it was NOT the hotels fault for placing us in the room due to the fact that we booked via American Express Travel and Amex Travel had not specified the room type. This was later confirmed to be A BLATANT LIE. We called Amex Travel immediately and they forwarded us a direct copy of the reservation, SPECIFYING TO THE HOTEL THE EXACT ROOM TYPE (KING BED, BALCONY). Amex immediately called the supervisor on our behalf, and came back informing us that the hotel had overbooked and basically were not taking accountability for their own error and decided instead to lie to us to cover up their issue. At this point, I became upset that I was lied to, but decided to let it go, even though no consolations were offered to us whatsoever. To add insult to injury, about 3 hours later the on-duty housekeeping manager barged into our room with almost no warning. KNOCKED ONCE, then proceeded to insert her master key before I quickly stopped the door from opening. She impatiently stated, This room is supposed to be unoccupied and dirty. Why are you in here? -- I was immediately disgusted. We had just settled into a DIRTY room that was a total DOWNGRADE from our room booked, and now the hotel suddenly shows this room as UNOCCUPIED AND IN NEED OF CLEANING? As I typed the original draft of this review at midnight, there was obnoxious outside noise thats borderline unbearable from the ice machine/generator/maids rolling giant trash carts right outside our room. All in all, save your time, save your money, and DO NOT STAY HERE. They are poorly managed/poorly run (spoke to quite a few disgruntled people on our floor/in our building during our stay who had similar horror stories about their stay). No one has a desire to help you. Calling this stay terrible would be a compliment at this point. STAY AWAY AT ALL COSTS!

MI

Michael Jackson

First of all I have never been a part of a calamity of errors like the one I dealt with at Double Tree by Hilton Berkeley Marina . We where in town staying at the Berkeley Marina because my son had a state championship hockey game. My wife and I put the kids to sleep and sat out on the balcony talking when I notice a rodent running towards the bed at 10 PM . My wife looked under the bed and screamed waking the kids. There where multiple rodents in our room and we have a video and pictures to prove it. My kids where freaked out and I could not get them off the bed to get out of the room. We called the front desk and they said they would send help but right now they are short staff. 2 more phone calls and 45 minutes later they finally moved us but not before we watched the rodents climb in and out of our suitcase and shoes. It was after 1045 PM when they moved us to a room that was nowhere near as nice as the one we had but it didnt have rodents so that was a plus. Nobody was able to sleep I should have packed up the car and left.The next day I complained to the food and beverage manager and he promised to have the Hotel manager call us and resolve this issue to our satisfaction. The manager never called. He claims he did but we have no voice mails or missed calls on our phones. Several days went by and nothing I filed a formal complaint to Hilton they said they would call in 72 hours but they didnt they sent an email stating the Berkeley Marina hotel gave us back 40,000 points. Very nice of him since I paid 47,000 points for the room. It gets better I file another formal complained the lady gives me 10,000 points to make up what the Hotel failed to give me. They also gave me an additional 30,000 points which are nothing compared to what we went through. The lady then tells me she will have someone call me within 72 hours and its been 6 days and no phone call returned. All I wanted was someone to call me and apologize. Apologizing in an email is very unprofessional to me. We are Hilton Honor members questioning whether we should continue to be HH members.We where not treated with respect and we are extremely Unsatisfied with Hilton. I will not reward them back with my loyalty. Why would I want to use the Hilton chain after this incident? Perhaps for their complementary Rodents.

MA

Mary

I stayed in this hotel for 4 days. My experience here was: HOTEL STAFF : Was great always willing to help. This is including front entrance staff and the room service staff. Very friendly. MY ROOM: I stayed in a room that had 2 queen beds, 1 desk, 1 50ish in tv, mini fridge, closet with iron and board, bathroom that had a granite counter top, blow dryer, oval toilet and a shower with tub. My bed was very comfortable and had 3 amazing comfy pillows each. The room also has AC/Heater if you want to adjust. There are 3 lamps in the room it self for lighting (Soft-White Light which it was Day-Light light bulbs for better lighting). I also had access to a balcony. I enjoyed my room didnt feel like there was anything else needed to make my experience better. PARKING: Believe it or not you get to pay for parking $16 a day to park yourself or $19 for valet parking each day. I wasnt to happy about this, but I didnt want to park in the street felt more safe to pay the $16 bucks a day. HOTEL RESTAURANT: I was disappointed with the food quality in the restaurant. I paid $19 for breakfast buffet and can honestly say wasnt happy with the quality of food. I then decided to try out the dinner menu later that week and was dissapointed high price for horrible quality of food. They truly need a new chef in the kitchen to take the lead and ensure the food has better taste quality. The presentation is amazing just doesnt taste good. I recommend you eat out of this hotel not worth the money. HOTEL GIFT SHOP: I noticed they sold coffee and snacks and decided to give this place a shot for breakfast. I was very happy to finally have some good coffee and a great bagel. Great spot for a quick snack. FITNESS CENTER & POOL: I was upset the gym and pool were shut down due to construction during my stay so I can really rate them on this. LOCATION: Its beautiful near the marina and SF Bay. I was able to walk right onto short trails for a jogg. There is a lot to go here if I wanted to leave UBER was a great option to visit near by landmarks. Overall it was a great week I had in this hotel. Very nice and clean. The location is awesome.

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