DoubleTree by Hilton Osaka Castle

Very clean

Was planning to stay at Hilton Osaka, but with the grand opening the day before my arrival I thought it would be nice for the family. I was wrong. I am writing this review at 1:55 am because I am still waiting on a room. Diamond status checkin was normal but a little on the slow side. It was expected since they just opened. Had to ask for an upgrade, but was accommodated. The upgrade is a castle view vs river view. Arrived on n the room and it only has a bed for 2 and I have my family which were with me at check in. Called and asked for a room with multiple beds and was told it would take an hour. This is what I am waiting on. When I went down to the front desk to inquire further it was the same two individuals at check in and Marlon told me it would be an hour. I said that is unacceptable and just downgrade the room and I will Set up the trundle bed myself. Still waiting. Have been a happy diamond member for 14 years. That said I will never give this property my business again. Complete lack of care or customer service. Expect more from Hilton and especially in Japan. My last visits to Osaka I stayed at the Hilton Osaka in Umeda and it is heads and shoulders above this property in management and customer service.

We usually stay at the Hilton Osaka however this being a new hotel we wanted to try the Doubletree. Why a one star? Well, I asked for a late check out and was told that 12pm would be the latest available (diamond status) I asked if I could PAY ( I was willing to pay for another day) for a late check out as my flight was not leaving later in the evening. The front desk told me that that was not possible due to the hotel being sold out. Understandable. I checked the Hilton app to see if I could book a room at another Hilton. Guess what? The Doubletree by Hilton Osaka Castle had rooms available! Unbelievable!