2/10 Terrible
Lorna
Travelled with family
12 Oct 2025
Disliked: Property conditions & facilities, room comfort
Extremely Disappointing Stay – Will Not Return
I have stayed at Double Tree Hilton properties many times and usually enjoy the experience, but this visit to DoubleTree Hilton Stoke-on-Trent was a complete disaster. We chose this hotel due to its close proximity to Water World, where we had been to celebrate my sons 13th birthday.
On arrival, we were told there were no signature cookies because staff were “too busy” – a small gesture that sets the tone, but it never happened.
Our first room flooded within minutes of using the shower, with water seeping into the bedroom. We were moved promptly, but the new room had smaller beds than booked, making for a cramped and uncomfortable night.
Dinner was equally disappointing. The half-board allowance policy was unclear and unfair – our 13-year-old was treated as a child despite the children's menu stating it was for children aged “12 and under”. I questioned why my son wasn't given an adults allowance and was told it was down to the information provided by Hotels.com.
My chicken chow mein was fiery hot and inedible, covered in red chilli, and the hot desserts were served stone cold. Staff acknowledged the issues and tried to rectify them by waiving costs of some drinks and desserts, but by then the experience was ruined. They did send more hot desserts to the room but we'd lost our appetites.
Despite some efforts by staff, the overall stay was stressful and far below Double Tree Hilton standards. We checked out as soon as we could and will not return.
Lorna
Stayed 1 night in Oct 2025