DoubleTree by Hilton South Bend

"As a Hilton Honors member, I prefer staying in the Hilton brand of hotels. This stay was particularly disappointing. Ice machines on most of the floors were out of service, and thus, getting ice was not convenient at all. There was no water fountain/fridge in the fitness center, and there was no other alternative option for hydration. The water fountains in the pool area were both out of service. I was not given my Hilton Honors ‘complimentary water’ upon check-in either. The shower in the bathroom made a loud squeaking noise from the moment that the water supply was switched from bathtub to shower mode, and this noise kept going non-stop until the water was turned off. This made for a noisy and unpleasant showering experience. The bathroom was also dirty. There was some 'brown substance' in the bottom of the toilet when we checked in that we had to flush away. There was dirt and hair swept in the corner of the barhroom, and the air vents in the bathroom were all clogged up with dirt. At least 1 (at times 2) of the 3 elevators were out of operation. For a 9-floor hotel to not have all elevators operational is sub-par. The hotel offers a shuttle service to the airport, and we pre-booked our ride upon check-in (4 days before departure), yet the shuttle was not ready for departure, and we arrived at the airport with barely enough time to make our flight. Alicia does not deserve the title of 'Supervisor' - she was rude, belligerent, and did absolutely nothing to provide any type of customer service as we repeatedly expressed concern about being late for our flight. I would expect more from a Hilton hotel and was really disappointed in this stay."

"Staff was friendly and professional. I have just a couple of things that should be improved on. The shower. You must be inside the shower to turn it on. It is difficult to turn on, and there is no way to avoid the freezing spray. The adjustment on the shower head does not work. A little maintenance would solve the problem. Check out is noon. That is perfect. Why was housekeeping knocking on the door at 10:30? I understand that they have a lot of rooms to clean, but if I'm checking out at noon, I'm probably busy getting ready at 10:30."

"We stayed here December 8th and 9th for a wedding we had just across the street. Our room was very dirty. You could tell it hadn't been cleaned very well in quite some time. The phone in the room didn't even have a cord to plug in to use, so to call the front desk we had to Google the # from our phone and call it. We went to the bar downstairs after the wedding Saturday night. The service was terrible. There were not many people in there and the waitress didn't come to take our order for a long time. And when she did, she acted like we were a bother to her. We ordered White Russians and the milk was curdled. I took them up to the bar and told the bar tender. She made us different drinks and never even got so much as an apology. Even though this hotel was central to everything we had going on that weekend, we will probably never stay here again. For the price we paid, it just wasn't worth it."

"The rooms need a bit of updating but the service is absolutely amazing! Alicia at the front desk was so warm and welcoming. After a long day of traveling, her customer service definitely brightened my mood! The view of the river was beautiful and the location is great. Close to some cool restaurants."

"This hotel has some beautiful views of the river. The rooms were dated (we had problems with unlocking the door of our room) but clean. I understand, though, that it is scheduled for remodel in the coming year, which will be great. What made this hotel even more spectacular, though, was the service... in the restaurant, our server on several nights was Sara. She was great, always checking in and making sure if we needed anything. In the morning, Meghan took care of whatever we needed. And for everything else, there was Milton... he picked us up at the airport, he checked us in, everywhere else we needed to go (ND campus, restaurants near campus) showed us other places to go eat, filled us in on the info... HE WAS AMAZING! We plan on going back and will stay at this Hilton hotel because of the service."