DoubleTree by Hilton Williamsburg in Williamsburg, VA

We arrived at the restaurant just before 8 PM with a group of eight. After parking, I took the kids to freshen up, while the rest of our group stayed behind to order food for them. I returned 15 minutes later and not even our drink orders had been taken. Another 10 minutes passed, and we had to go find someone to complain to. Only then did the manager bring over water, followed by our drinks—now 35 minutes in with still no food ordered. When the drinks were finally dropped off, we specifically asked that the kids’ meals be placed immediately, and mentioned we were ready to order everything else as well. Incredibly, it took two full hours for the kids' food to arrive. It was 9:50 PM by the time they got their meals, despite us having been seated before 8. The issues didn’t stop there. One of the pasta dishes we ordered with marinara sauce came out with white sauce. When we pointed this out, we were told that the chef “made it that way on purpose,” which was baffling. As we hadn’t touched the plate due to the mistake, we were shocked when a food runner later picked it up and delivered it to another table. This is not only unprofessional—it’s a serious health code violation. To make matters worse, our table near the fireplace had a dying bird trapped inside, its wings clearly injured and fluttering in dust and debris. We informed the manager, who said they had no idea an animal was in there. This was surprising, considering the bird had been audibly distressed the entire time we were there. Later, around 10:40 PM, after putting the kids to bed, we returned to the bar hoping to unwind with a drink. There were only two other people at the bar. Even with such a small crowd, we were ignored for over 15 minutes. Bartender Amanda D. deliberately served other guests who arrived after us. We know bc she looked over at us multiple times. As someone who worked in the service industry for years, I don’t write negative reviews lightly. But the service was beyond unacceptable—it was outright disrespectful. What’s most troubling is that this restaurant is partnered with the Hilton brand. We expected a standard of service that matched the name, but what we experienced was disorganized, inattentive, and careless. We weren’t trying to be difficult—we genuinely wanted to enjoy a short getaway with our family. We weren’t rude, even though we should have been after waiting two hours . Instead, we were met with delay after delay, error after error, and poor treatment throughout the night. Multiple other tables also voiced their dissatisfaction, so this wasn’t an isolated experience. If this location hopes to maintain any standard reflective of Hilton’s reputation, significant changes in staffing, training, and perhaps even management need to be made.

Worked out great for our 4 pack family to head to busch gardens. we loved having the pool, the video games, the bar, and the food options. We had good customer service. Easy skip to the park, and all was well.

Stayed for two nights visiting Busch gardens just like many families. Staff are friendly and lobby is nice but at the end of the day this place just churns families over visiting Busch Gardens with a basic room at a premium Hilton price. Room was dirty with hair, trash, soiled bedspread and even a whole bag of prescription drugs left by previous guests. They clearly don’t have the staff to keep this place up and by the looks of the carpet, to renovate in many years. If you can afford more stay somewhere else. I’m currently at my second Hilton property in Corolla beach and the experience is the same. Will be going back to Marriott.

My wife and I stayed at this hotel recently as part of an HGVC timeshare promotion. Unfortunately, the timeshare people didn't follow thru and reserve a room for us on the dates we needed! On arrival, we were beside ourselves finding out that there we had no reservation. The shift manager, Regan, assured us that all was okay. She got us a room on a floor of our choice and made sure it was going to be covered by Hilton Grand Vacation Club. For all the confusion and anxiety, she comped us breakfast the next day and comped us the parking fee as well. Regan did an awesome job helping us out in a tough situation. We also want to shout out to Rich and Michelle. They made it feel like home by being so personable, warm and friendly. Hilton has a great crew working for them at this location.

Terry checked us in and found the perfect room for us. We were traveling with our granddaughter and appreciated the extra effort he made to make our stay special. Great experience for everyone. We felt like Terry appreciated our being a supporter of Hilton.