DoubleTree by Hilton Hotel Murfreesboro

Lost a loyal 4-year customer in about the time it takes to check in. After a 13-hour drive to move my daughter into college, I discovered the hotel had kindly double-charged me, draining my account and bouncing my bills. Instead of solving the problem, management offered empty apologies, misinformation about how banks work, and the classic “just wait 5–7 days” solution. When I (reasonably) expressed frustration, I was accused of being aggressive and even told I could cancel—convenient advice, considering they were already holding nearly $900 of my money. As a bonus, they charged an extra $90 in incidentals after I explained I couldn’t afford food or gas. Customer service innovation at its finest. The hotel itself was a marvel: elevators out of service, water outages two days in a row (always between 11 a.m. and 2 p.m.—perfect timing if you like not showering), and construction crews loudly perfecting their profanity. Running water is apparently optional in the hospitality industry. Although management insisted a refund had been processed, I had to dispute the charge as fraud with my bank, who promptly credited me. That’s what customer care looks like. Meanwhile, the hotel tried to charge me again for incidentals at checkout. Positives? The coffee was decent, the bed comfortable, and the renovated rooms easy on the eyes. Unfortunately, good coffee and new wallpaper don’t cover for leadership that’s allergic to accountability. I had planned to stay here regularly while visiting my daughter over the next four years. After this experience? No chance. Elevators can be fixed. Broken management cannot.

Other than minor inconveniences from the ongoing remodeling, our stay was excellent. The staff was attentive, the rooms were clean and comfortable, and we truly enjoyed the amenities. We are excited to rebook in the future and look forward to seeing the hotel fully renovated, as the improvements we experienced so far have been very impressive.

The stay was extremely successful. Angel at the desk made the check in very pleasant and seamless. The room was comfortable and I appreciate the upgrades and improvements the hotel is doing.

The front desk staff were absolutely friendly, and welcoming from the moment I arrived. The newly renovated rooms look great and definitely added to the comfort of my stay. One thing I hope the hotel improves on is access to the pool. I completely understand that maintenance is needed from time to time, but it’s summer and the pool is a big part of why I chose this hotel. Unfortunately, maintenance would put up signs and then forget to make the pool accessible again for several hours. I even overheard them giving the front desk a hard time over the radio, just for asking for an update on the pool on behalf of guests. That was disappointing. Aside from that, everything else was excellent and I truly had a great stay. I’d definitely return, especially if they can improve communication around pool access.

The people working here are exceptional. Right now they are doing renovations, but do not think for a minute that YOU are not the priority! They make sure you have everything you need. It was great. Have stayed here for years, because of the convenient location and surrounding food/shopping, despite it being dated. Today, as we speak, they are updating the rooms like I said and my room has already been updated. Much brighter, cleaner and more modern. Bare with them as they keep improving.

Property was a little dated, they were doing renovations. Place was clean, staff helpful, bar food and music were pretty good.