Island House Hotel Orange Beach - a DoubleTree by Hilton

Scott McCulloch2 years ago

1/5

Beautiful location and setting, staff customer service is generally good. However, this is offset by larger issues such as very hard and uncomfortable mattresses, thin walls and hearing lots of noise from surrounding rooms, old/out-dated environment especially hard dirty carpets in rooms. Also water turned off throughout hotel for several hours in middle of day on day of checkout, this should never occur at such a peak time for needing to use bathrooms and should instead occur during night hours if truly required. Also we requested an upper floor room when booking but instead received only third floor. Also lack of staffing meant we had no help with our luggage when checking in or out which was difficult with two babies in tow. Lack of staffing also meant long waits at the one restaurant on site. Should also serve breakfast past 10AM, difficult to make it there by this time when on vacation. On second day we could not get our room cleaned because we were told you must request this the day previous, this was not explained on check-in the previous night and why would you have this policy? Many issues that were not expected from this brand and will not be returning.