DoubleTree Resort by Hilton Hotel Penang

As I took the room facing the sea, it is very nice. The room is clean. The staff are very polite and pleasant and efficient.

The most disappointing check-in experience!

I would imagine that a global hotel of this standard would treat their guests with respect, but our experience was far from positive. After 1h flight from KL and 2h in taxis, we got to the hotel at 4:20pm and were told that our room (which we chose in advance via the website) was not ready! Almost 1,5 hour since the check-in time. There were a lot of other guests in the lobby waiting to be accommodated. After the receptionist told us to wait for 10-15 minutes, we waited for around 40! And again, our room was chosen in advance and we paid for the high-floor with balcony. It’s quite hot in the lobby and as I’m 23w pregnant, I was very tired after the trip. And the hotel stuff didn’t even apologize. Nothing like “this is our mistake so we will offer you this instead” or anything for us to feel better. (The did offer us a late checkout after we complained about waiting but our flight back is at 1 pm🙄) And no, guys, the cookies don’t make up for this.

Very disappointing, Hilton, very disappointing.

Sad to share the Hotel Ops (Facility) does not pay attention to the readiness of their rooms except the basic cleanliness … we reckon. And perhaps the mechanism of checking that the facility team(s) does their ‘job’ properly is quite absence.

Good expression of kind hospitality is always around the hotel premise though. Ground Staff are friendly, and always happy to assist.

The hotel does not has a private beach front but is connected by a private overhead pedestrian bridge whereby the hotel guests can access to the beach (also NOT fantastic) opposite the hotel.

Behind the common pools is the wall of private houses … we were rolling our eyes …

Check in staff Bala is good. Rooms are spacious. Not really four star, but good price! Good breakfast too! But yo for this price I'd come back. Rm230 for two nights I paid. Any more and I won't stay!

I think Hilton took over and renovated the hotel. Services was very fast for check in. They gave cookie for welcome gift .