Doubletree By Hilton City Centre Hotel

My recent two-nights stay at the DoubleTree by Hilton Antalya was marred by multiple issues, including unprofessional behavior, poor service, and a lack of adherence to Hilton’s standards of hospitality. As a Hilton Honors Gold member with over 15 stays annually, I was left deeply disappointed by this experience, failing to meet even basic expectations.

From the outset, the stay was fraught with challenges. Payment processing became an unnecessarily stressful ordeal, with the hotel refusing to accept Apple Pay or my Amex Hilton Honors credit card—despite it being securely linked to Apple Pay. I was instead directed to use an unfamiliar online platform that consistently rejected my payments. When I requested to escalate the matter to the manager, my request was denied, and the receptionist’s attitude was dismissive and unprofessional. Claiming that paying with Apple Pay without the physical card is hotel’s own regulation. When I escalated this with the US customer service, the representative called the hotel itself and the answer to them was that this is the law in Turkey. I have 14 stays in 24-25 in Turkey, and THIS IS NOT TRUE.

During this time, I requested bottled water for my kids while waiting (about 2 hours of wait). Rather than being treated with the hospitality expected of a loyal Gold member, I was told to purchase water from the bar—an unacceptable response that reflected a lack of basic guest care.

The difficulties continued on the final day. My request for a late checkout, a standard benefit for Gold members, was denied due to full capacity. While I understand that such requests are subject to availability, the handling of the situation was poor. No alternatives were offered, and when I requested luggage storage, I was made to wait 15 minutes, only to have my belongings stored unsafely at the reception area.

Most alarmingly, my request to store my son’s essential medication in a refrigerator was repeatedly denied by both reception and bar staff, who cited baseless concerns that it might get lost. This lack of support for a critical medical need is inexcusable and shows a complete disregard for guest well-being.

The most shocking moment, however, occurred as I was leaving the hotel. After my wife kindly asked the manager about the opening hours of a sightseeing location in Antalya and walked away, I returned moments later to hand over our room cards. To my astonishment, I witnessed the manager making rude and unprofessional gestures directed at my wife. Such behavior from someone in a managerial role is unacceptable, appalling, and entirely unbecoming of a Hilton property.

Despite these significant issues, I would like to commend two aspects of my stay. One of a specific luggage staff member who displayed exceptional professionalism and went above and beyond to assist us. Similarly, the breakfast team showed genuine care, assisting with the storage of my son’s medication despite the earlier refusals by other staff. Their kindness and dedication were the only bright spots in an otherwise disappointing experience. I am happy to provide the names of these individuals to ensure they receive recognition for their exemplary service.

While the efforts of these few staff members are appreciated, they were not enough to salvage my overall experience. This stay was a complete failure on every level—from operational inefficiencies to outright disrespect from the management. I strongly urge Hilton to take immediate and decisive action to address these issues, including retraining staff, enforcing stricter standards for professionalism, and replacing the current management team.

Until these changes are implemented, I cannot, in good conscience, recommend DoubleTree by Hilton Antalya to anyone. Guests deserve better, and Hilton loyalists, in particular, should not have to endure such appalling treatment.

PS. My wife asked about the stairs to go to the room, they said that there are no stairs. Only elevators. Now I am wondering, are there emergency exits in this hotel? Because that is another unacceptable thing.

HHonors Diamond

We would not recommend this hotel to anyone. The experience was beyond disappointing. First, the air conditioning was non-functional during our entire stay, making the room unbearably hot and uncomfortable. When we raised the issue with the staff, they were indifferent and nonchalantly asked us to ‘open the windows’.

Worst of, the windows are useless at keeping out noise. Imagine having them opened as suggested by the ignorant staff. Being located next to a busy highway, we were subjected to constant traffic noise, honking, and even the frequent sounds of police sirens throughout the night. It felt like trying to sleep in the middle of the highway itself.

Overall, this hotel fails on basic comfort and service standards. Avoid it at all costs unless you enjoy sleepless nights.

The location is great, the hotel is decent and the staff is generally good. The problem is the managers and their lack of any sense of responsibility for what's happening under the roof of Hilton. The managers are all buddies with the car rental owner and the car rental owner is running the service without ensuring any safety standards. No way in the world the car I rented went under any safety tests. I informed the car rental owner about the damaged tyre and he put the blame back on me saying the car was fine at the time it left. I complained to the hotel managers, and their response is "They are not responsible for what private companies do" - even on the premises of Hilton. So, you could run a scam on Hilton premises and the managers don't have any problem. I have reported it to Hilton Management, and they have asked the manager to investigate the complaint about himself in the hotel. This is the state of Hilton these days. This is symbolic of the typical problem of the countries where nepotism is common amongst the senior managers and they give contracts to their friends and families who are just irresponsible and incompetent. The managers work with impunity as there are no checks on them and even Hilton is showing that they are no longer worried about their brand. Shameful!.