Overall Ratings & Reviews DoubleTree by Hilton Southampton

There was a corporate event the night of our stay. There was singing and lots of shouting outside the main entrance. This continued untill 2.00am. Our room overlooked this area. One of the worst hotel stays of my life.

Amazing

The hotel is a conference venue and is therefore not luxurious or cosy and has the feel of an airport lounge. Breakfast was pretty mediocre with no veggie/vegan sausage (not available until Saturday) the food ran out (cold and hot) and everyone was waiting for it to be replenished, with no urgency or sense of customer satisfaction. Pancake machine not working, no plates by the bread and toast. Milk ran out by cereals and not replenished until asked. Also I saw a member of the breakfast staff question a blind guest about bringing their guide dog into the restaurant and then seated them on the table closest to the entrance making the guests and dog feel most unwelcome (when it was pointed out it’s the law to allow guide dogs in restaurants and the guest stated they were made to feel welcome at dinner the night before) EDI training is needed alongside customer service. Evening meal was ok but my husband’s desert order was wrong and not apparent until we got the bill (wrong chocolate mouse served - he had a tofu mouse and not the chocolate whisky mouse ordered - no wonder it tasted ‘odd’) The room was a good size but we had to ask for enough towels for 2 of us these weren’t in the room on arrival. Only enough tea bags and milk for 1 cup each, and the hairdryer didn’t work well and was 15 months past the expiry date of the PAT test. All in all could be much better with some stronger hotel management and better oversight of the staff. Pretty disappointing experience.

Great Staff! Easy check in/ checkout.

The room was clean and tidy but the shower head was broken no hot water and a member of staff tried to get in at 8am 9 March . As a lone female travelling on my own this felt unsafe

Comfortable and clean

Huge room at a great price

Not a good experience. The 1st room had a heating problem so we were moved to a second room. The second room also had a heating problem but we did not have time to change a 3rd time as we were due out. As expected it was a cold night but this was compounded in the morning with no hot water. On check-out the front desk staff were great and promised to send a voucher by way of apology. After 2 months no voucher had been received so I contacted the Hotel. The reply I got back from the Hotel Operations Manager said “Unfortunately we suffered some issues due to an malfunction in one of our external units that affected several rooms . However as you were moved for the majority of the remained of your stay I do not believe your experience warrants a refund . I am unsure of who you spoke to regarding a voucher or a refund as I have no communication regarding this & the staff on shift would not have been authorised to of done this” Two follow up e-mails remained unanswered. So beware if front desk staff promise you things they are no authorised to do.

Service in the restaurant was slow but other than that it was a lovely property

Overall a lovely stay but housekeeping need better communication about whose checking out and when ao dont knock and enter when still asleep both mornings woken up

The room we were allocated had poor drainage from sink and bath, even after notifying the hotel on the day we checked in, nothing was done and we left a day early. There was also some smell in the room when we first entered. The staff were very good and gave service with a smile.

Excellent customer service and a safe environment.

Great location, lovely room and dog friendly. Evening menu was limited, breakfast staff not effiective - tables needed resetting, no cutlery. Price of £17.50 for dog for 1 night was excessive!

Three night stay while on business in the city.

Nice hotel in a good location , reasonably priced (on this occasion) for an overnight stay.

Check-in was straightforward. Evening meal was good and breakfast acceptable. However, it was very difficult to sleep. Although the air conditioning display was showing 29 degrees cold air was blowing constantly unless it was switched off. The quilt on the bed was very thin and no spare covers or robes available. The chill in the room meant we were unable to sleep. The only option open to us was to replace our day clothes. This allowed a short period of sleep. When we left our room in the morning we met other guests, all of whom had experienced similar issues; the night staff gad been ubable to mitigate their problems. This was a horrible experience. It was the second time we had stayed in this hotel ( previously it was in the summer). There is unlikely to be a third !!

Stayed here before and it has been great. This time however the heating was not working in the room after about 2 hours. We let reception know and nothing was done about it. I expect better from Hilton.

Cold room and cold bar area otherwise good.

Hotel accommodation is fine, restaurant is crap

Very clean and nice hotel. Lovely dining area. Not enough people at reception (only one). Extremely cold in the room, and even if from reception l have been told that will get warmer if l set up the heating/air con thermostat higher, it didn't get much warmer. I setup the thermostat at 29° and neither in the morning wasn't warm. I am sure that the hotel has other settings at their end and doesn't allowed to get the heat over a certain degree even if you want. Because of that, we had a very unpleasant sleep. Shivering. The breakfast is quite limited, not many vegetables options and the coffee weak. Also freezing in the breakfast area with the air con on maximum. Could blow your hair. I've asked the lady who was dealing with the breakfast to put the air con warmer and drop the fan speed, but didn't last long before to get back. Obsession in this country with cold air all over the places, and going in holiday T 45°