더블트리 바이 힐튼 나티아갈리

We stayed at DoubleTree by Hilton Nathiagali for two nights. The location is breathtaking, the hotel is clean, well maintained, and the facilities are excellent. The property itself truly lives up to the Hilton name. Unfortunately, the service and hospitality did not meet our expectations. My husband had called the hotel in advance to arrange a birthday cake as a surprise for me at midnight. The staff confirmed they would take care of it, but nothing was delivered. It was disappointing, especially since it was meant to be a special birthday surprise. The hotel also has a cinema, but movies are chargeable even for in-house guests. It would be a thoughtful gesture to offer complimentary screenings, especially for families staying at the hotel. During our visit to the swimming pool, my 6- and 7-year-old boys were told not to shout. While I understand the need to maintain a pleasant environment, a little more warmth and understanding towards young children would have been appreciated. On our last day, a reminder slip was placed under our door stating that we needed to check out on time and that late checkout charges would apply. While I understand hotel policies, the approach felt rather impersonal. Having stayed in hotels around the world, this was the first time I’ve encountered such a reminder slipped under the door. Finally, during checkout, the reception staff didn’t ask how our stay was or invite any feedback. A simple “How was your stay?” would have left a much more positive final impression. Overall, the property is beautiful and well maintained, but hospitality is what truly defines a memorable hotel stay. I hope the management takes these comments constructively, as with a few improvements in guest service, this hotel could offer an experience that matches its stunning location.

Apparently the hotel discriminates between customers who book directly and who book via platforms such as agoda. Firstly, we had a booking with view, but we were provided rooms on the 1st floor with a view of the patio. Secondly, no mini bar nor a welcome basket etc which you would expect from a 5 star hotel. Apart from these issues, overall experience was good!

Service needs a lot of improvement

We had a great time throughout our stay. Our mountain view room was exceptionally clean and comfortable. The size of the single beds was perfect! We particularly enjoyed the food quality and flavors. Something to improve would be the size of the rooms, could be slightly bigger or better adjusted/furnished in a way that gives more space to move around. Secondly, the pool although gorgeous and has some stunning views, it is tooo small and should be expanded so families can enjoy a good swim up in the mountains :)

All positives like beautiful scenery and gentle staff. Only recommendation is that they need to hire more staff for Breakfast time and improve in that department.