"From that point on, the service was only slightly better; we felt largely ignored. While the food was nice, the overall experience left much to be desired, lacking in service quality even compared to a budget hotel. When we received the bill, our problems continued. We were charged £21.98 for desserts we didn’t order, and the bill showed £15.99 for dessert that should have been £7.99. I brought this to the attention of a staff member who said he couldn’t process a refund himself, but offered us three drinks as an apology for the incorrect dessert charge. By the time he returned, we realized the extra £21.98 charge still hadn’t been resolved. He swapped our beer for a bottle of prosecco instead, which we took, considering our children needed to go to bed.
After researching the prosecco, I found I could buy it for just £10.99 at the store. To say I was appalled would be an understatement. For such a reputable establishment, this experience was a huge letdown. We seriously doubt that we will consider staying or dining at Doubletree again, and we certainly won’t be recommending it to friends, family, or clients anytime soon."
