I recently picked up Charlottesville as part of my new territory. This was my first trip to the area and my first stay at this DoubleTree. Unfortunately, it will also be my last.I’m a creature of habit, so this very likely would have been the first of many stays. But evidently, they don’t want my business. Every problem I encountered was preventable, and they all point to one place: management. Management that clearly needs to be cleaned out.I checked in online well ahead of my arrival but never received my digital key. I had my room number, so I went upstairs, only to discover I couldn’t get in. Back downstairs I went.At the front desk, one gentleman was working. One. Alone.I waited while three guests discussed reservation changes, all while the phone rang endlessly. The poor fellow was pleasant and doing his best, but he was alone. Twenty minutes later, I finally had my key and was late for a dinner engagement. I had assured my colleague that I was already checked in and only needed to drop off my luggage before our 7:00 reservation nearby.So, that is how it began.After dinner, I returned to find the air conditioning had apparently been throttled back, no doubt to save money, just like understaffing the desk. I spent a miserable night in a humid room.Tonight, exhausted from working all day and sleeping poorly, I decided to eat at the hotel restaurant.“Do you have a non-alcoholic beer?”“No, we’re out.”“Unsweetened tea?”“No, only sweet.”“Diet Coke?”“No, only Diet Pepsi.”Fine.I ordered the charcuterie board.You guessed it. Out of that, too.“I’ll have a wedge salad and a burger.”Yay! They actually had those!My salad arrived with literally two tiny one-inch slivers of onion. I wanted more, but my waitress disappeared. After 10–15 minutes, I flagged down the bartender and asked him to find her. A few minutes later, she reappeared with my burger. She brought the additional onion, but by then I was practically finished with the salad.After dinner, I waited for my check.And waited.Twenty minutes later, it arrived.I actually counted the people in the dining room. Including the bartender, waitress, and me, there were FIVE.Five.I decided to grab a pint of milk from the snack shop, get a warm DoubleTree cookie, and go upstairs to bed. Surely I could end the evening on a pleasant note.Or so I thought.At the front desk, I asked for a warm cookie.“Did you get one when you checked in?”“Yes.”“I’m sorry, but another one will cost $3.00 or $3.50. Management won’t let us give out extras.”I can’t recall the exact amount because, by this point, I was so incensed by the absolute $hit show this stay had become that the amount was irrelevant.Three dollars for another cookie. At a DoubleTree.I told him about my miserable restaurant experience. He said he would put it in his report, along with the cookie issue.And there it was.Not uncaring employees. Not bad timing. Not unfortunate coincidences.Management. Or, more accurately, the lack thereof.So, I decided to write my own report.And here it is.When booking through the Hilton app, I noticed this was the least expensive Hilton property in Charlottesville.Now I know why.Apparently, management has decided to cost-cut its way to profitability. Understaff the front desk. Cut back the air conditioning. Run a restaurant without adequate service or inventory. And, for heaven’s sake, make sure nobody gets a second cookie without paying for it!Somewhere along the way, these folks forgot how the hospitality business works.What a shame. I’ve seen this before. Management becomes so obsessed with cutting expenses that it forgets what keeps a hotel in business: guests who actually want to come back.I could easily have become a regular customer. My new territory will bring me back to Charlottesville, and I tend to stay at the same hotels and build relationships with the people who take care of me.But not here.The truly unfortunate part is that the employees weren’t the problem. They were friendly, polite, and seemingly doing their best with what management had given them.Every one of these problems was preventable.My advice to whoever is responsible for this property is simple:Wake up before you find yourself selling this big building to Marriott or a nursing home company.Clean house. Get new management. Find people who understand that hospitality means taking care of guests, not squeezing every possible dollar out of them while giving them less and less in return.Tick tock…

Let me start with traffic was congested getting there. Once you turnoff the highway it is a crap shoot finding the place (It is near Sams Club). Once there handicap parking is a good distance from the Front Desk. the front desk is on the third floor. Came in after check time and had to wait 45 minutes for a room. Made sure 2 people were listed for the Hilton monetary food allowance. Was assured we were. (Next morning at check out we were not and had to have the bill redone). Once again handicap rooms were quite a distance from the front desk and on the 1st floor. Had dinner there (Mistake) only one waitress. Put in order. mine came out and 45 minutes later it was a take back to the room for my wife's. Breakfast was so-so at best with one waitress that acted like she was doing us a favor by waiting on us. Handicap room was depressing.as toilet was not anchored correctly to the floor. Most non restaurant staff tried their best. As a Diamond Member can not recommend this hotel and definitely will use the Garden Inn we have used in the past. Though the Doubletree was a step up sure were surprised

Stayed here while in town for work trip. Was very close to where I needed to go. Front desk staff was great. Bar tender Tim was awesome. Room was very nice. Parking was not complimentary it was 10 bucks a night. But overall good stay and plenty of parking

Wonderful Anniversary StayDear Team,We recently stayed at your hotel to celebrate our 23rd anniversary, and we had an absolutely wonderful experience.Our room was upgraded to a beautiful one bedroom King Suite (Room 702), which made our celebration even more special. A special thank you to Thai lady at reception for his outstanding hospitality. He explained everything clearly and arranged all the amenities perfectly for us.The hotel is truly friendly, and we also enjoyed dining at restaurant. The food and service were excellent.Thank you once again for making our anniversary memorable. We highly recommend this beautiful hotel and look forward to returning again. From Alson Lim

The restaurant has absolutely horrible service. The sign at the hostess stand says seat yourself, so I did. I sat for 20 minutes and was never waited on, not even offered a glass of water. When I approached the bartender and asked for a server I was told I will get to you when I can. Worst customer service I have experienced in a very long time. As far the room, the light was broken in the bathroom and the shower head was also broken. Horrible experience.