I am extremely disappointed with my recent experience at DoubleTree by Hilton, New Jersey. I prepaid for my reservation through Hotels.com, yet the hotel charged my card AGAIN, resulting in a double charge of more than $900. This was entirely their mistake, but instead of resolving it promptly, I was told I’d have to wait an unbelievable seven days for a refund.
This is completely unacceptable and reflects a shocking lack of responsibility and customer care. Mistakes happen, but the refusal to take immediate action to fix the error shows a disregard for guests' time and money.
DoubleTree is supposed to stand for quality and professionalism, but this experience was anything but. I will not be staying here again and will think twice about trusting this brand in the future. To anyone considering this hotel: beware of how they handle billing issues.