DoubleTree Novosibirsk

I stayed at DoubleTree by Hilton Novosibirsk, and unfortunately this was one of the most disappointing hotel experiences I’ve had — especially considering the Hilton brand. The issues started right upon arrival. I arrived around 10 PM with multiple suitcases, and no one offered assistance from the taxi. I had to struggle on my own to push three suitcases through the revolving door, which, by the way, does not stop when there is resistance — a rather unsafe and stressful experience after a long journey. Only after I had already made it inside did a staff member casually ask if I needed help, which felt completely misplaced. At reception, the situation did not improve. The staff member was on the phone and completely ignored my presence — no eye contact, no acknowledgment, not even a simple “just a moment.” I was left standing there after a long day, unsure whether I was even noticed. While I was eventually thanked for waiting, this does not compensate for the lack of basic courtesy. Things continued to deteriorate from there. My room key repeatedly stopped working for no apparent reason, forcing me to go back and forth to reception multiple times. The late check-out situation was particularly confusing. The evening before, I was told that late check-out until 7 PM was available for 7,000 RUB. The next morning, I was first told it was not possible due to high occupancy — only to be told moments later that it was possible, for the same fee. This inconsistency was quite frustrating. After agreeing, I was told I could pay upon departure — however, my key was not updated. As a result, I ended up locked out of my room while carrying pharmacy deliveries (as I was unwell), waiting in the hallway for several minutes while the situation was sorted. During this time, a housekeeping staff member opened my room and entered to check the minibar — despite the fact that: * my check-out had been extended, * there was effectively no minibar in the room, * and I was in the middle of working and packing, with personal belongings visible. This felt like a clear invasion of privacy and was extremely uncomfortable. Additionally, the hotel refused to accept a simple delivery at reception, requiring me to come down myself — again, not something one would expect from an international hotel chain. As for the room and breakfast — both were average and unremarkable. However, the main issue is the service: disorganized, inconsistent, and lacking basic respect for guests. Overall, the experience felt chaotic and far below the standards associated with the Hilton brand. Frankly, I have experienced significantly better service in smaller, non-branded hotels. I would not recommend staying here. Update 5/1. Adding a star, as after my review was posted, hotels manager contacted me, listen to all the details and promised to review them with the stuff, hot tea was brought to me, and I was also attentively helped with luggage when leaving. Want to believe in his sincerity. Thanks

Very good location, great facilities ( gym, sauna, indoor pool). The hotel hosts events so at times it's quite busy. The food at the restaurant is very taste and the service is outstanding. We were served few times by Lolita, we had an awesome dining experience every time. The staff attitude makes a huge difference, they're doing a great job ! Keep it up!