DoubleTree by Hilton Norfolk Airport

Staff

In town to board a cruise ship a few weeks ago. I stay at this hotel the night prior, each cruise. The on-site restaurant is delicious as well as friendly wait staff. The staff at the front desk are very welcoming and accommodating. I love that they offer a shuttle service to and from the port for a very affordable fee to not only be driven to the port, but also be able to leave my vehicle parked at the hotel for the duration of the cruise. The room was very clean and comfortable.

The staff was friendly and hardworking. The cookies- as always were great!

Carl the shuttle driver was excellent..Front Desk always kind, patient and understanding..

Overly priced! Rooms dirty, with no breakfast included. There is a deposit fee along with another deposit.

The staff were very friendly

Breakfast was good. At the price of the stay, buffet should be offered.

As a Hilton Diamond member, I rarely write negative reviews. I understand that mistakes happen, and I generally try to give hotels the benefit of the doubt. Unfortunately, my recent stay at the DoubleTree Norfolk was marked by repeated service failures and an even more troubling management response.

During a stay of more than two weeks, my room was not serviced on three separate occasions. While missing housekeeping once may be understandable, having it happen repeatedly during an extended stay is unacceptable. Each time I reported the issue, I was assured that housekeeping would return later that evening to correct the problem. On every occasion, no one came.

As a result, I was left multiple nights with dirty towels, an unmade bed, overflowing trash, and a room that simply had not been maintained. The inconvenience was frustrating, but what concerned me more was the apparent inability—or unwillingness—to follow through after acknowledging the problem.

What ultimately compelled me to write this review was my interaction with the General Manager. Rather than focusing on a solution, he explained that the housekeeping staff's schedule was not flexible enough to address the issue. When I respectfully expressed concern that this was not an acceptable answer after multiple service failures, the conversation deteriorated. The General Manager became argumentative, raised his voice, and ultimately hung up on me while I was speaking.

That moment transformed this from a housekeeping issue into a leadership issue.

Every hotel occasionally encounters operational challenges. What distinguishes great hotels from poor ones is how management responds when things go wrong. In this case, I experienced repeated service failures, broken promises to correct them, and a management response that was dismissive and unprofessional.

As one of Hilton's most loyal customer segments, Diamond members choose Hilton because we expect a consistent level of service and respect across the brand. This experience left me questioning whether those standards are being upheld at this property.

My hope is that Hilton corporate leadership reviews guest feedback carefully and takes steps to address both the operational shortcomings and the customer-service culture reflected in this experience. The DoubleTree brand—and Hilton's reputation more broadly—deserves better.

I cannot recommend this property based on my experience.

The hotel was very nice for the price. The room was nice and the bed was comfortable.

It was a nice room but the fire alarm kept going off and ruined our morning. We checked out early due to this.