DoubleTree by Hilton Mt. Vernon - Mt Vernon, Illinois

Barbara L.

My husband and I road travel 1000's of miles and enjoy staying under the Hilton umbrella, almost always a good experience. This Double Tree, however, couldn't have been much worse. The entrance of the hotel lobby smells of mildew, check in was very matter of fact, no thanks for being a Diamond member. When we entered our room, I was shocked! I'm not sure why we decided to stay, other than we had driven 9 hours, were very tired, hungry and had a dinner reservation 3 miles into town. The beds were clean and that is where it ended. The curtains were shabby and didn't completely close, the carpet was absolutely filthy (I would only walk on it with slippers) and had not been vacuumed, yuk!!! The shower pan was rusted, shampoo and conditioner were empty. There were only 2 small bath towels provided, the magnifying mirror was falling off the wall, the lighting was so dim you could hardly see to put on your makeup (the magnifying mirror would have helped if it had been usable). We had a quick breakfast since it came with the reservation. Coffee and table service was good, and the food quality was as usual for a Hilton. However, the dining room carpet had been terribly neglected and need to be cleaned. Made me question the cleanliness of the kitchen. |With thousands of traveling guests staying in hotels, cleanliness is paramount, this hotel needs some vast improvement!

ann C.

The room was dirty, still had trash in the room. Very dusty, Erika said it was from the A/C! She said all rooms were like that! Ice machine only worked on the 1st floor. TV worked when it wanted to! Maybe because of the storm the night before? It was like that last year too. Won't be back!

Jessica P.

Disappointing Stay – Beware of the Front Desk & Housekeeping

I’m usually all for Hilton stays, but this experience was beyond frustrating. Let’s start with the front desk—she was absolutely horrible. Unhelpful, dismissive, and completely uninformed. She failed to mention the restaurant credit we were entitled to, and when I asked about it, she flat-out told me we didn’t have any. The morning staff wasn’t much better—after pressing the issue, I finally got points, but only after practically begging for them.

Now, the restaurant… If you enjoy your food with a side of salt piles, you’re in luck. The fries were literally covered in clumps of salt—so much so that you could see them.

But the real nightmare? Housekeeping. cleaned our first room and somehow left pubes on the bed. Yes, you read that right. We switched rooms, and guess who cleaned that one too? Same girl Imagine how comfortable we felt after that.

The only saving grace was Carl—he was the only staff member who was actually helpful.

Good luck to anyone staying here. You’ll need it.

Ashton R. M.

I would give this 0 stars if it was possible, and I never made it past the front desk.
I used their website to book a suite weeks in advance. I was getting a room to spoil a loved one with a winter birthday, just something to get out of the house and to enjoy the pool. When I arrived and tried to check in, the two ladies at the front desk were very short with me saying that I could not be allowed to rent a room because I'm a local. They said no where in town allows it (but I did manage to get a room at a different hotel in town, thankfully.) All they would tell me was to contact the booking agency to get it cancelled without penalty. I tried explaining that I didn't use a booking agency but they just repeated themselves and acted like they couldn't be bothered to explain anything else. I went back out to my car and thoroughly read the website and the confirmation emails, none of them mentioned this policy. I called customer service and even the customer service worker said she had never heard of that. She talked to the front desk workers and they told her the same thing and also gave her an attitude about it. They claim it's at the discretion of the GM and that the GM doesn't allow it. When she came back on the line she apologized profusely for all of it. She helped me to get the reservation cancelled without penalty (which involved her having to call the front desk again). Customer service was great. The actual workers on site that I dealt with were not. Ridiculous policy and rude employees.

Xxx (.

booked online and notified them about my service animal.
rude male at check in. he didn’t have the reservation even though i was showing him the reservation number. he then got even more rude with me. didn’t offer any water or a cookie. i’ve stayed here many times never had that experience for $197 feeling more welcome would have been nice.
then after checking in the room. find it very very dirty. was nervous to notify the front desk due to my check in experience.
probably won’t be back.. the marriott is next door.

E C.

Stayed at many hotels, and I have to say this is one of the nicer ones.
The place was very clean and the staff was extremely friendly. Even gave me a free cookie to take up to my room. The room was spotless, and everything worked great. The bed and pillows were soft and clean. The shower was clean with everything you would need. The free breakfast down in the restaurant was also great. No cheap food and plenty to choose from.
Overall I'm very happy.
Highly Recommend 🌟🌟🌟🌟🌟

Brian P.

Our family of eight got two rooms there on February 2, 2025 and had a very poor experience. The rooms seemed to have not been cleaned. There was stuff on the floor in the entry and bathroom, the mirrors had smears on them, there was no hand soap in the bathroom, only two bath towels, etc. The beds did appear to have had the linens changed but not much else. When we tried to call the front desk, we discovered the phone did not work. We spoke with someone at the front desk before leaving for dinner and were told that someone would take care of it but nothing appeared to have been done by the time we got back and we were too tired at that point to mess with it and just got the kids to bed.

The rooms were both supposed to sleep up to six (two queen beds and a pullout couch) but neither of them actually had a pullout couch that worked (one wasn't even a pullout couch at all). Housecleaning brought a rollaway for each room but that's not how the rooms are described online.

When we checked out the following morning, I related our concerns to the person working at the front desk and was assured that a manager would be calling us to discuss the issues. That has not happened despite three follow-up calls since then. Each time, I am either told there are no managers working currently or that they are in a meeting or are simply "unavailable". Twice I have been told that a note will be left for the manager to call me but nothing has ever happened. Today, I was sent to the manager's voicemail for the first time but my expectations are pretty low that I will hear anything back.

When our family travels we stay almost exclusively in Hilton properties. This was very out of character for what we typically experience and I am puzzled by the lack of concern for our poor experience. We will never stay at this hotel again and I would recommend others make a different choice as well.

Rod K.

We usually stay in a Hampton Inn, however this was the only Hilton property available where we needed to stay. This place totally lived up to the Hilton standard. Our room was on the 5th floor. Even the elevators were remarkable. So fast! Everything was great.