DoubleTree by Hilton Chatsworth
🏨 Hotels & Travel · Chatsworth
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Staff failed to address loud, threatening guests disturbing the peace.
Business reply on Google
Dear Guest, Thank you for taking the time to share your feedback. I sincerely apologize that the noise from the pool area disrupted your stay. Our pool is open until 10:00 PM, and while guests are welcome to enjoy the area until that time, we expect everyone to be respectful of fellow guests and keep noise to a reasonable level. I'm sorry to hear that the disturbance continued and that you felt uncomfortable during the situation. This is not the experience we want our guests to have. Please know that I have shared your comments with our management team so we can review what occurred and reinforce our quiet hour expectations with our staff. Thank you again for your feedback. We truly appreciate you bringing this matter to our attention. Sincerely, DoubleTree by Hilton Chatsworth hotel management team
Hotel overbooked rooms and provided inadequate room conditions
Business reply on Google
Thank you for taking the time to share your feedback regarding your recent stay. We are sorry to learn that your experience did not meet your expectations. We understand how frustrating it can be when your accommodations differ from what you anticipated, and we regret that your arrival and interactions with our team left you feeling disappointed. Please be assured that your comments have been shared with our management team for review. We take feedback such as yours seriously and will use it as an opportunity to evaluate our procedures and guest service to help improve the experience we provide. We appreciate you bringing your concerns to our attention and hope you will consider giving us another opportunity to provide you with a more positive stay in the future. Kind Regards, DoubleTree by Hilton Chatsworth Management Team
Staff were rude and denied guest access to hotel facilities.
Business reply on Google
Dear Guest, Thank you for taking the time to share your feedback. I am very sorry to learn about your experience and the impression left by our Front Desk team. We understand how uncomfortable and frustrating it must have felt to have your guest denied access to the restroom and to be questioned about your status as a registered guest after already staying with us for two days. While our team is expected to follow security procedures, those procedures should always be carried out in a courteous, respectful, and professional manner. Please accept our sincere apologies for the way this interaction was handled. Your comments have been shared with our management team and will be reviewed with the employees involved to ensure we provide a more welcoming and hospitable experience moving forward. We appreciate your feedback and regret that we did not meet your expectations during your stay. Kind regards, DoubleTree by Hilton Hotel Management
Staff denied a room upgrade despite availability for a Diamond member.
Business reply on Google
Dear Dean, Thank you so much for your glowing feedback! We're thrilled to hear that our team exceeded your expectations and set the standard for best-in-class service during your stay. Delivering exceptional service is at the core of what we do, and it's always rewarding to know that our efforts are appreciated. We'll be sure to pass along your kind words to the rest of our team. They'll be delighted to hear that their hard work made such a positive impact on your experience with us. Please come back and see us again! Warm regards, Arthur Boshnakian General Manager
excessive noise from guests in the room above
Unresolved room odors, maintenance issues, and excessive noise disturbances.
hotel room had stained carpets and shades
Business reply on Google
Dear Richard, Thank you for taking the time to share your feedback. We sincerely apologize that your stay did not meet your expectations. Cleanliness and guest service are very important to us, and we are concerned to hear about the condition of your room and the lack of engagement during checkout. Please know that your comments have been shared with our housekeeping and front desk teams so immediate corrective action can be taken. We truly regret the impression this created and appreciate you bringing these matters to our attention. We hope you might consider giving us another opportunity in the future to provide the level of service and comfort our guests expect. Kind regards, Hotel Management Team
Hotel charged for a booking despite being full and refused refund.
Business reply on Google
Dear Taylor, Thank you for sharing your comments. I apologize for any frustration this situation may have caused and appreciate the opportunity to clarify. Your reservation was confirmed as a guaranteed booking. When a reservation is secured with a valid credit card, the room is held until the arrival date, even if the guest does not check in. If it is not canceled within the allowed timeframe, it is processed as a “no-show,” and the first night’s room and tax are charged. This policy is standard across the hotel industry, as a confirmed room is held exclusively and cannot be resold. I sincerely regret any misunderstanding and value your feedback. If you believe there were special circumstances or a booking error, please contact me directly, and I will personally review the details to ensure a fair resolution. Kind regards, Arthur Boshnakian General Manager DoubleTree by Hilton Chatsworth
Unsafe parking lot conditions and rude front desk staff behavior.
Business reply on Google
Dear Nicolas, Thank you for sharing your feedback. I am genuinely sorry to hear that your experience did not meet expectations and that you felt uncomfortable upon arrival. Although our hotel is not a gated property, please know that we prioritize guest safety and comfort highly. Our team regularly monitors the premises. Your comments have been shared with our management team to ensure ongoing attentiveness to our surroundings. I also regret how your check-in interaction was handled. Regardless of policies concerning occupancy or additional guest fees, the conversation should have been conducted with professionalism and care. We are addressing this matter with our front desk leadership to ensure a more courteous and consistent approach. We appreciate your past loyalty to DoubleTree and hope to have another opportunity to regain your confidence in our hotel. Kind regards, Arthur Boshnakian General Manager DoubleTree by Hilton Chatsworth
The hotel charged a fifty dollar fee for a stained towel.
unauthorized charges and poor service at the hotel
Business reply on Google
Dear Maya, Thank you for taking the time to share your feedback. We are truly sorry to learn that your experience did not meet your expectations. While we respectfully do not share the same view of the circumstances described, we sincerely regret that you left with this impression of our hotel. Please know that guest satisfaction is very important to us, and we value the opportunity to listen and learn from all feedback. Your comments have been noted and shared with our leadership team as part of our ongoing commitment to improving our services. We appreciate your time and for choosing to stay with us. Sincerely, Arthur Boshnakian General Manager DoubleTree by Hilton Chatsworth
Hotel failed to refund or confirm a large unauthorized debit charge
Unresolved refund request and incorrect charges after room maintenance issues.
Business reply on Google
Dear Derek, Thank you for your loyalty as a Hilton Honors Gold member and for continuing to choose our hotel. I am truly sorry to hear about the challenges you experienced during your recent stay, particularly with the room condition and the way your reservation adjustments were handled. Please accept my sincere apologies for the disappointment this caused. I completely understand how frustrating this must have been, especially as a returning guest who has enjoyed staying with us before. I have noted your concerns and will personally review your reservation details with our team to ensure this matter is looked into carefully. We greatly value your feedback and your continued trust in us, and I appreciate you giving us another opportunity to welcome you back. Warm regards, Arthur Boshnakian General Manager
Unsanitary bedding found and management refused to address the issue.
Business reply on Google
Dear Anton, Thank you for your feedback. I sincerely apologize for the unacceptable condition you encountered and for the lack of appropriate follow-up during your stay. What you described does not reflect the standards we hold ourselves to at DoubleTree or within the Hilton brand. I regret that your concerns weren’t addressed with the urgency and care they warranted. Please know we are taking this matter very seriously. Our housekeeping and front desk teams have been made aware, and appropriate steps are being taken to prevent this from happening again. Most importantly, we will be reaching out to you directly to address this matter and to do our part in making things right. We appreciate you bringing this to our attention and truly regret the disappointment you experienced. Warm regards, Arthur Boshnakian General Manager DoubleTree by Hilton Chatsworth
shaving remains left on the sink in the hotel room
Business reply on Google
Dear Chris, Thank you for taking the time to share your feedback. While we're glad to hear that most aspects of your stay met your expectations, we’re truly sorry about the cleanliness oversight you encountered upon arrival. What you described does not reflect our standards, and we sincerely apologize for the inconvenience and discomfort this caused. Please know that your comments have been shared with our housekeeping team to ensure this is addressed and prevented moving forward. We appreciate your candid input—it helps us improve. We hope you'll consider giving us another opportunity to provide you with the fully positive experience you deserve. Warm regards, Arthur Boshnakian General Manager DoubleTree by Hilton Chatsworth
hotel charged for a night after an emergency evacuation
Business reply on Google
Dear Allen, Thank you for bringing this matter to our attention. We are currently reviewing the situation and will reach out to you directly to address your concerns. Your safety and satisfaction are very important to us, and we appreciate your patience while we investigate further. Warm regards, Arthur Boshnakian General Manager DoubleTree by Hilton Chatsworth
hotel staff failed to address security risks and vehicle break-ins
Business reply on Google
Dear Robert, Thank you for taking the time to share your concerns. While we understand that you were not a guest at the hotel, we appreciate your vigilance in reporting the situation. Upon being made aware of the trespasser, our staff promptly contacted local authorities to address the matter, as the safety and security of our premises are of utmost importance. We recognize the impact such incidents can have and are committed to minimizing disruptions in these challenging situations. Your feedback will help us refine our procedures to ensure timely and effective responses in the future. Sincerely, DoubleTree by Hilton Chatsworth
hotel rooms had plumbing issues, no hot water, and roach infestation
Business reply on Google
Dear J D, Thank you for choosing to stay with us during your recent move and for sharing your feedback. We appreciate your patience during the room changes and are truly sorry for the issues you encountered. It is disappointing to hear that we fell short of providing you with the quality experience we strive for, from room comfort to breakfast temperature. Please rest assured that an adjustment was applied to your final bill, reflecting our commitment to addressing your concerns. Additionally, your feedback has been shared with our team to help ensure we are consistently maintaining our standards. We’re glad our front-end staff and server made a positive impression, and we hope to welcome you back in the future under better circumstances. Warm regards, Hotel Management.
cockroach found in bathroom and staff refused to provide assistance
Business reply on Google
Dear Shelley, I want to express my deepest apologies for your distressing experience during your stay with us. It’s clear that we did not meet your expectations, and I am especially sorry to hear that our response to your request for assistance was inadequate, causing you further anxiety. Please know that our hotel has recently undergone a complete revitalization, and our guest rooms have been refreshed and are now in pristine condition. Your feedback is invaluable in helping us ensure that every aspect of our service and facilities meets the highest standards. We value your patronage and hope you will give us another opportunity to provide you with the exceptional service you deserve. If there’s anything more we can do to make this right, please do not hesitate to reach out. Sincerely, Arthur Boshnakian General Manager
Staff member exhibited unprofessional behavior and alleged racial discrimination toward…
Business reply on Google
Dear Guest, We regret to learn of the disappointing experience you encountered during your recent stay. Your feedback is of utmost importance to us, and we are taking it seriously. Rest assured, we are addressing these issues internally to prevent their recurrence. We extend our sincere apologies for any discomfort caused and want to emphasize that discrimination is not tolerated in our establishment. Your feedback is appreciated, and we hope to have the chance to welcome you back for a more positive experience in the future. Warm regards, Arthur Boshnakian General Manager