DoubleTree by Hilton Properties in Johor Bahru

I recently stayed at the DoubleTree by Hilton Johor Bahru with my family, and unfortunately, our experience was far from seamless. Check-in Process: Our experience started off on a less-than-ideal note when we arrived on a Saturday afternoon. Upon reaching the hotel, we found a long queue at the lifts, with only three lifts serving guests. The remaining lifts were dedicated to carpark access, so we had to wait for around 15 minutes before being able to head up to our room. At 2:30pm, we approached the main check-in counter, only to find a significant queue of over 10 groups waiting at each counter. It was evident that the hotel was handling a large volume of guests at the time. We had booked a 2-Bedroom Suite and were eligible for Priority Exclusive Check-in at the Level 29 Executive Lounge, which we thought would be a faster process. Unfortunately, there was only one check-in counter open, and just one staff member attending to all guests. This led to more waiting and left us feeling frustrated, especially given the hotel’s reputation for premium service. Parking Issues: To add to the inconvenience, the hotel’s carpark was completely full when we arrived. We were redirected to a nearby building for parking, which required a 5–10 minute walk back to the hotel. Given that we were traveling with an infant and had a lot of luggage, this was quite inconvenient. After realizing how difficult this was going to be, my family decided to make a detour back to the hotel carpark. We explained the situation to the security guard at the entrance, and thankfully, he allowed us to enter the carpark. He then directed us to wait for a spot to free up, which we did, and eventually found parking. While this solution worked out in the end, it was still a hassle and not something we expected from a hotel of this standard. Luggage Assistance: Another disappointing aspect was that nobody offered to assist us with our luggage upon arrival. With an infant in tow, we were carrying several bags, a stroller, and other necessities. Having no assistance in getting our things inside was inconvenient and felt like a basic expectation from a hotel of this caliber. Service & First Impressions: Service and first impressions are crucial when you arrive at a hotel, especially one with a reputation like DoubleTree. Unfortunately, this is where our experience really faltered. The lack of assistance with luggage, the long waits, and the overall lack of attention to guest needs made us feel more like an afterthought than valued guests. When you’re paying a premium for a hotel experience, these basic services should be a given. Had we known the service level would be this underwhelming, we might have considered a lower-priced option where expectations were more in line with what was actually delivered. Room Availability: Despite arriving at 2:30pm, our room was not ready until 3:45pm, well past the official check-in time of 3pm. As we were traveling with an infant, this delay was especially inconvenient and challenging. It’s disappointing when a reputable hotel can’t meet its advertised check-in time, particularly when you’ve paid a premium for a higher-category room. Room Experience: Once we finally got to the room, we found it spacious and comfortable. The hotel had made a lovely gesture by providing a complimentary birthday cake as requested, which was a thoughtful touch. However, the room did show signs of wear and aging. Some areas appeared to be in need of maintenance, and it didn’t feel as fresh or well-kept as we had expected from a hotel of this caliber. Breakfast & Executive Lounge Staff: One positive highlight of our stay was the excellent service provided by one of the Executive Lounge staff members. I had approached the team to request an adjustment to our breakfast arrangement — as our booking included 2 breakfasts per day for 2 days (a total of 4 breakfasts), but since we were checking out earlier, we hoped to enjoy all breakfasts on the first