DoubleTree by Hilton West Fargo Sanford Medical Center Area

This is a late post but as promised, I am posting a great review. The service provided by the front desk staff was better than expected. I believe our receptionists name was Shi … and she was a beautiful young woman who has excellent customer service skills. We came in late and tired and she was extremely accommodating to our questions and needs. We would definitely recommend this location to others.

We gave this location a second chance and it may have been their last. I like the rooms but the service is disorganized. Our first stay we were given a room that was under construction, then one that was already occupied, fortunatly the guests were not there. Third room was finallythe charm. Our second stay we were again assigned a room that had someone staying in it. Fortunately this time the keys did not work. We then we assigned a room and had to wait just under an hour and a half past check in time to get to our room. The room was cleaned in haste, tables still had drink marks on them and there was someone else's items in the fridge. I want to like this property because the rooms are comfortable but getting into one is such a hassle.

This was quite The Worst hotel that I have ever stayed. Motel experience at a 3(?) star hotel cost. I paid for the upgrade room in a corner, two rooms in one, two TVs, pull out sofa. There's a mini fridge and a microwave, but no sink. Window views were of the convention center roof. Large bathroom, no fan. On to the negatives, and I have pics to post (where applicable): Piles of hair leftover presumably from previous guest, in the bathroom behind the door. Obviously the bathroom was not swept or not swept thoroughly (pic). Moldy bathroom with water dripping down from the ceiling. I was concerned that this portion of the ceiling may collapse during my two night stay (pic). Mini-fridge not defrosted; about a two inch thick layer of frost running down the back wall of the fridge (pic). Everything that I placed inside the fridge was frozen the next morning. On to the service: Manager (Chris?) texted me daily to ensure all was well and asked me to rate the experience thus far on a 1-5 scale. After the first night I replied with a generous 3. I never heard back. No follow up, nothing. So what was the point? Second morning, I left my room early, came back at 2pm and the room hadn't been cleaned. I changed and left again. On my way out, I asked Chris (who was at the front desk) to ensure my room got cleaned and that I needed more TP. I came back at 5pm and nothing had been done... Room was not cleaned and still in need of TP. I called the front desk using the room phone, and I get placed on hold right away. I patiently wait and minutes later I get dial tone; they hung up on me. I tried twice more with the same results. I walked down to the front desk and got new towels and TP myself. To my surprise, the front desk clerk was on her phone; not a customer in sight. I get my goods and return to my room. Room does not have any directories nor any pamphlets about room service, though it is advertised in the elevators, and their website, but there's nothing in the actual rooms. I dialed the room service button on the phone, and it's just a busy signal. I then called the front desk again, and get the same results as above, twice. I can tell by their app and their website that room service is indeed offered; however, I am unable to reach the kitchen or the front desk. I contacted the front desk via their instant messenger option on the Hilton app, and waited a few minutes before giving up on their reply. I just went to pick up my own take-out from an off-site place. As I walk by the front desk, on my way to the parking lot, the front desk clerk is on her phone again, watching videos. As I'm getting my take-out food, the clerk finally replies to my instant message on the app (screenshot). I told her to disregard as it was too little too late. I would have much rather overpaid for room service than leave my room again... But their reply didn't come in soon enough. The following morning, I used their gym. Disgusting. All equipment has sweat-drip stains everywhere. Granted this is also on the user for not cleaning after themselves. But after seeing that the floor hadn't been swept in weeks, I can tell this gym never gets cleaned. The cleaning wipes were dry as well. They do stock the towels, but I cannot tell that anything else is cleaned at this little fitness room. Worst hotel experience ever. I could have paid a lot less and gotten a much better experience anywhere else. Five days ago I received an email with a link to complete a survey. I entered the exact same details as above and asked that they contact me, but I've yet to hear from them - not holding my breath.