DOUBLETREE BY HILTON HOTEL NORFOLK AIRPORT

The hotel was sufficient but full of minor annoyances, listed below in no particular order. 1. The front desk attendant hardly paid attention and was probably on a phone call as he checked me in. 2. The door to my room consistently stopped before closing and had to be pushed the rest of the way shut, and several times I didn't notice and left my door cracked for hours while I was in (or away from) my room. 3. I was meant to get room service twice (assuming every other day, which is typical), but they only did it once. The aforementioned distracted front desk clerk hadn't mentioned if it was normally every other day so idk if I was shorted or if that's normal at DoubleTrees. 4. When I did get room service, they failed to restock my towels so I was left with just 1 for the rest of my stay. 5. The shower light didn't have a cover and didn't work at all until the last day when it randomly turned on. 6. The water didn't get very warm during peak shower times. 7. The WiFi was slow (typically less than half a gig upload and download). 8. I asked the receptionist about the shuttle and she said it ran every half hour, but the next day (when my flight was) I asked about the shuttle 10 minutes before the one I expected to be able to catch, and I was told I had to call for it, and therefore had to wait about 20 minutes for it to arrive. Didn't cause any issues for me but it could have if I was running a tighter schedule. 9. The room was set absurdly cold when I arrived, I think 63 degrees. 10. The shower head drips really loudly onto the metal plate over the drain after you turn it off, and it was an annoying enough sound for me to move the plate just for peace of mind. 11. Peeling wallpaper and generally not the higher end aesthetic I'd expected for a DoubleTree. I have low standards and expectations for hotels, but several of these issues (especially the door not closing right) really degraded my experience. The only one of these problems I've had at other Hilton hotels (or other hotel stays in general) is the slow WiFi. This place just went above and beyond in causing minor and totally unnecessary inconveniences and indicators of poor quality.

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

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.