from Milwaukee, Wisconsin, United States
Submitted on 20-09-2016
WiFi inop, off and on, in various sections of this huge complex: But don't let Guest Services refer to the phone tech-support when the WiFi doesn't work in the room--a Maintenance Engineer needs to reboot the modem and router locally. Unfortunately, I spent a fruitless hour with the phone tech-support and her "troubleshooting" from a list of default possible (but not likely) solutions caused other temporary troubles on my end I had to fix. Fortunately, the reboot restored okay speeds and the fix...
WiFi inop, off and on, in various sections of this huge complex: But don't let Guest Services refer to the phone tech-support when the WiFi doesn't work in the room--a Maintenance Engineer needs to reboot the modem and router locally. Unfortunately, I spent a fruitless hour with the phone tech-support and her "troubleshooting" from a list of default possible (but not likely) solutions caused other temporary troubles on my end I had to fix. Fortunately, the reboot restored okay speeds and the fix lasted until the day before I left, when the Maintenance Engineer who did another reboot admitted he must do this all over the property, rather frequently.
My heroes during this stay: Maintenance Engineer James; Abby in Thunderbird Market; and Sandra in the Coffee Garden Restaurant.
There was no patio chair on my--or any--balcony, and guest services told me it wasn't possible to provide any such thing, but James, who had fixed the WiFi and then the malfunctioning phones in my room, went out of his way, sought permission and brought in a comfy one like those arranged all around the pool. He was just so upbeat and over-the-top helpful, day by day!
The Gift Store didn't stock any instant soups and I was about to check the gas station across the street for such, when Abby, a keen listener (I began calling her "Doctor Abby, my therapist") insisted on dashing off to her locker to grab her's for me--from her own lunch (but she assured me she had more to eat and wouldn't take no for an answer). The next day, I stopped by to thank her again and was stunned to find she had shopped on her way to work and bought me four cups of instant chicken noodle soup (a comfort food favorite), just in case I showed up at her counter again, to tide me over the rest of my stay!
Sandra cheerfully helped me with to-go coffee and buffet breakfast foods mornings--what a mood-booster--while seating a steady lineup of seemingly impatient, almost pushy guests, each in turn. All the hotel staff I met were courteous and helpful, but these heroes stood out, for me--making my stay delightful instead of just "very good"(so definitely worth the final star rating boost)!
This DoubleTree provides only a complementary cold buffet to qualifying Hilton Honors members--almost 8 bucks will upgrade to the hot (which I have always received without paying extra at the DoubleTree Hotels in Madison and Milwaukee, Wisconsin; all locations are different, I suppose). Instead of paper vouchers, my name appeared on a list--to use up less paper, part of this hotel's go-green strategy.
For an in-room microwave and refrigerator I incurred extra charges because the appliances were not for medical purposes--$15 apiece this stay (but at the DoubleTree hotels in Wisconsin, all rooms boast both; property differences, again).
My check-in wasn't quite smooth, but any minor vexation was more than "made right." Because I was early, I was content chilling in the lobby for however long it took to finish my room--no rush, I emphasized. But when the Digital Room Key appeared, I found the appliances, food, water, extra towels and pillows had yet to be delivered. Still, these did appear shortly, and the front desk insisted on issuing me a generous voucher redeemable at any hotel food outlet to make up for the delays--and I got in early, still (just past 2 pm).
Later, the front desk staff issued more vouchers to offset the WiFi troubles, though, by then, I was not complaining--merely making staff aware that the connectivity problems are probably chronic and property-wide, so someone in charge could soon seek a longer-lasting fix from the Internet Service Provider. Rebooting all over frequently seems inadequate, to me.
Anyway, I will book here again, unless I decide to stay in downtown Seattle next visit.