Highline Vail - a DoubleTree by Hilton Reviews

Response from Property: Dear Nilel2017, Thank you for taking the time to share your feedback with us. We sincerely apologize for the experience you had during your recent stay with us. Regarding your concerns about upgrades, please know that while we always strive to accommodate our loyal Gold members, complimentary upgrades are subject to availability and room type restrictions. We regret any inconvenience caused by this policy. We're truly sorry to hear about your interactions with our front desk staff and the quality of our food. Rest assured, we will address these issues internally to ensure that all guests are treated with the utmost respect and that our culinary standards meet expectations. Additionally, we apologize for any discomfort caused by the condition of the couches in your room. Please know that we take cleanliness very seriously, and we will investigate this matter further to ensure it does not happen again. We understand your frustration with the early closures of nearby amenities, and we will share your feedback with the relevant parties to see if there are any opportunities for improvement in this area. Once again, we appreciate your valuable feedback, and we hope to have the opportunity to welcome you back and provide you with the exceptional stay you deserve.

Response from Property: Dear 836isaiahg, Thank you for sharing your feedback with us. We sincerely apologize for the inconvenience you experienced during your stay. Regarding the $100 pet fee, we are sorry to hear that it was not clearly communicated to you at check-in. This fee is necessary to cover the additional cleaning required to service a room after a pet has stayed. While this information is clearly communicated on our website, we understand the importance of ensuring it is also clearly mentioned during the check-in process. We will review our processes to make sure all charges and policies are more effectively conveyed in the future. We are also sorry to hear that the pillow did not meet your expectations and that it caused discomfort. Your comfort is important to us, and we have both firm and soft pillows available upon request. Please let us know during your next stay, and we will be happy to provide a pillow that suits your preference. We hope you will give us another opportunity to provide you with a more pleasant experience in the future. If there is anything else we can do to assist you, please do not hesitate to reach out. Best regards,

Response from Property: Dear Qin L, Thank you for taking the time to share your feedback with us. We deeply regret that your recent stay did not meet your expectations and apologize for the shortcomings you experienced. We are sorry to hear that the lack of an on-site restaurant and breakfast service negatively impacted your stay. While our full-service restaurant has reduced hours during the off-season, there is an independent breakfast location on-site that offers a variety of options. We apologize if this was not clearly communicated to you during your stay. We apologize for the oversight regarding the empty facial tissue box in your room. This does not meet our usual standards, and we will address this with our housekeeping team to ensure it does not happen again. Regarding the upgrade for your Diamond member status, we regret that the room did not meet your expectations. Our intention is always to provide our guests with the best possible experience, and we are sorry that the view from your room was unsatisfactory. We will review our room allocation process to better meet the preferences and expectations of our valued Diamond members. We also apologize for not providing bottled water during your stay. This is a benefit you should have received, and we will ensure our team is reminded of the importance of adhering to these standards. Your feedback is invaluable to us, and we hope you will give us another opportunity to provide you with a more enjoyable stay in the future. Please feel free to reach out to us directly if there is anything else we can do to assist you. Best regards,

Response from Property: Dear Hike2dy, Thank you for taking the time to share your feedback with us. We're sorry to hear that your experience fell short of your expectations. We apologize for any confusion regarding the resort fee. We strive to be transparent about all fees associated with booking, and the resort fee is listed as a condition of booking on third-party sites. However, we understand that this may not have been clear, and we apologize for any inconvenience this may have caused. We'll work with our third-party providers to ensure this information is clear. We appreciate your feedback regarding the amenities offered at our property. We understand the importance of providing value for the resort fee, and we will take your comments into consideration as we continue to improve our services. Thank you again for your feedback, and we hope to have the opportunity to welcome you back in the future for a more enjoyable stay.