BBB Accredited Business since
Phone: (650) 344-5500 Fax: (650) 340-8851 835 Airport Blvd, Burlingame, CA 94010
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This establishment offers a full service Hotel.
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A BBB Accredited Business since
BBB has determined that DoubleTree Hotel meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
BBB Complaint Information
Find aggregate BBB complaint information for DoubleTree Hotel. BBB serving Metro Washington DC & Eastern Pennsylvania has the full report as that BBB handles all complaints for DoubleTree Hotel.
Type of Entity
Business ManagementMr. Mike McKee, General Manager
Number of Employees
835 Airport Blvd
Burlingame, CA 94010 (650) 344-5500 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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Problems with Product/Service
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Complaint: I asked to be moved to a non-handicap room without an adjoining door to another room due to the open shower, and thin. Front desk refused. Date: April 20, 2015 Spoke with front desk to request a non-handicap room without adjoining rooms because the walls are very thin. Front Desk management tells me that they have no other room to place me in, yet there are still people checking in for additional rooms. On April 22, 2015, at 01:53 a.m., front desk sends someone to my hotel door to tell me that I am being too loud, and that the adjoining room is trying to sleep for an early wakeup. I wasn't loud at all;not even the TV. I request that the Front Desk give me a credit on my room or a discount due to my issue. They deny me any discount for this entire issue.
Desired Settlement: I am seeking one night's free stay in a premium reservation and room at any Doubletree by Hilton in the US.
Business Response: Initial Business Response /* (1000, 5, 2015/04/28) */ Contact Name and Title: **** *****, General Manag Contact Phone: XXX-XXX-XXXX Contact Email: *************@hilton.com Dear Mr. *******, thank you for bringing your concerns to our attention. The room reserved online was for a handicap accessible room. If we are not sold out we normally would change the room type if requested. However at 1:30am when all rooms are sold it is difficult to change a room type and honor other guests room reservations. We do apologize that we had to ask you to turn your television volume, but another guest did call from the room stating it was bothering them. As I am sure that you would want us to follow up if you had the same issue with another room, we had to follow up on the other guests concern. At this time we cannot offer you a premium room at another Hotel, but as a good will gesture we will rebate your parking charges for your stay. Please contact myself if that is acceptable.