Casey at the Front desk was so helpful. And kind. When we walked in he offered us cookies, which made me smile, i was not expecting it . He also helped assist me with more towels. Only recommendation i have is in the bedroom above the desk you should put a long mirror instead of the picture. Also larger trash cans. I hate having to leave my trash out :( Everything else was great

The customer service was excellent. The room on the other hand was gross. The bathroom floor as well as my bath towel had hair on it. The desk was sticky from a previous guest spill. The coffee condiments had been used by another guest but they had not been disposed of or replaced. The floor had not been vacuumed. The bathroom ceiling had mold all over it. We were traveling and I desperately needed to sleep for a few hours otherwise I would have left.

Long day of travel with my family. Daisy at the front desk was able to help us out. She is so kind and was very friendly to my son - who loved the pool!! Our room is cozy and feels like im in my own bed. We would absolutely stay here once again. Thank you Daisy and the rest of the staff! =)

We needed a hotel near the Tsonga Center in Lowell and this hotel was a great choice! The drive was about 20 minutes with the special event traffic. The hotel was a great overall! We had an easy check-in and the staff was super helpful! The rooms were clean and comfy and perfect for families! The only feedback would be the tv options, it would be nice to see updated technology that allows for streaming options. Other than that we really enjoyed our stay!

I had a great experience with the room. It was surprisingly nice. Everything was clean and well serviced. The staff was very pleasant. I do have 2 critiques: the gym is quite meager. I was disappointed with that. The other is the water pressure in the shower was less than preferable. My room was on the third floor. The water pressure is a minor annoyance at best. The gym left me a bit bummed. But I would absolutely stay here again and I very satisfied with my stay.

Was a nice, quick stay in Andover in April 2023. We booked quick online, checked in easily. In a more business district, older building, but it's been nicely updated inside. We had a ground floor room, very close to the parking lot. No free breakfast, but had gym area and indoor pool. Room was comfy and private, we really liked the separate shower and sink area. Thanks for a nice stay :)

Double-tree Boston-Andover was a lovely experience. I was here on business and was greeted by Casey at the front desk, who was kind and informative about the area. Lynn was my server at the Characters for dinner and she was also lovely - friendly, prompt, and welcoming. They made my stay so enjoyable! I’d give them 6 out of 5 stars for service if I could!

I was initially concerned about staying here based on some of the reviews, but I was pleasantly surprised when I walked in the main entrance. Everything looked clean and fresh, and Casey at the front desk was friendly, helpful, and efficient. My room looked to have been recently renovated and was clean and attractive. The bed was comfortable, and the shower head was tall enough that I didn't bang my head into it, which is unusual compared to other hotels. There was good water pressure, too. The hotel was easy to get to and has access to the Andover Trail. They also carry allergen-free cookies, which is a nice touch. The hotel also has large meeting rooms. Overall, my stay was enjoyable, and I'd stay here again if I was in the area.

The staff at this hotel is excellent. As someone who spends 250 nights per year in hotels, it's important to feel welcomed and that the staff cares. Lisa did an excellent job during my check in handling my request, and the service elsewhere during my stay matched the high bar she set, whether it be Linda in the restaurant, or the ladies working at breakfast! Additionally, while other hotels continue to use COVID as an excuse for poor selections at breakfast, the Doubletree in Andover has an excellent selection, including an omelette station. Great job!

The place is large but the rooms are big and comfortable. They are also very quiet. Loved that. The breakfast is also pretty good. The ground are very beautiful to. Nice to just walk around. And having a great workout room and a pool just even more better.

Guy at the front desk was nice but the young lady manager was so rude that I canceled my room 5 mins later and booked at a new place. Double Tree has become the bottom barrel of Hilton hotels. Would not stay there again. I’ll be happy at my Hampton inn tonight.

Difficult to rate this room because it was very nice for 3 of our night's stay. It was quiet and offered all that a family of 4 could want. However our last night turned into a disaster and made me regret paying a premium for a higher end hotel just to be kept up most of the night by children playing in the hallways until at least midnight. The room above us had children playing most of the night as well. I honestly think I should get a refund for some of it but I did not press the matter since the attendant made excuses for the wild children even though it was obviously unreasonable at that time. I can't imagine what the other guests were thinking.

The staff was very kind and helpful. The room was lovely. The bar and the food was very good Bartender Darnell was very very nice . The pool and hot tub were a plus .Would highly recommend . Breakfast was outstanding

We had an amazing stay! The staff were very friendly and helpful! Casey and Lisa were rock stars at the front desk, and our bartender Lynn was extraordinary. Very attentive and right there when our drinks were nearing empty. We certainly felt at home. We will only stay at this hotel when visiting this area.

I recently hosted an 80 person reunion at this hotel and many of us stayed up well into the morning. Casey was outstanding in his attentive hospitality and was more than willing to help and make sure our night was a good one. He made a big impact on me and numerous other people. He truly understands what customer service is all about. After initially checking out numerous other locations, I met Kelli in sales and it was so refreshing to work with her, it made my final decision easy. Throughout the process, and made it simple and straightforward. Lastly I believe it was Jose and his team (he’s been there for awhile) handled the set up of the room and the food professionally and meticulously. He was also more than willing to assist with small items like tape that we forgot. And finally, a shout out to the crew putting all the food together as it was fantastic! The Double Tree in Andover will definitely be my #1 choice when booking my next event!

We enjoyed our recent stay for a wedding! Hotel could use some updates but staff was wonderful. Casey, at the front desk, specifically was extremely helping in solving reservation issues and was very friendly and approachable. We really appreciated all of his time and assistance.

The people who checked us in were amazing and helpful. I brought my puppy but forgot to bring her food bag in and the kitchen staff made her a meal of chicken un seasoned and cut up into bite sized pieces and delivered straight to my room. My fur baby loved it! The location was also perfect as it was close to several different attractions. The rooms were spotless and the beds were so comfortable!

While the rooms cleanliness left much to be desired. The service from your front desk staff compensated. Casey especially, gave 5 star service, and went above and beyond yo make us feel at ease after hearing of our struggles with our room. -the room- Item 1: contained a used condom wrapper- which I was unlucky enough to come across while searching for a ring dropped. Item 2: contained a dirty dish under the TV stand. While I tried to correct the first issue directly with the cleaning staff outside our door. It was not until heading to the front desk, we had the issue resolved within minutes. Sending head of housekeeping a mesg. To correct. Casey, provided excellent customer service. Hearing, and understanding our complaints. Making us feel at ease. And allowing us to once again feel like welcome guests. We dont often get a chance to get away, so it truly was the excellent customer care you showed that saved this trip for us.

Worst experience ever! They charged a “$50 deep cleaning fee” claiming that we left “human feces” in a trash can??!! And they would not return any of our calls to discuss this issue at all! Very horrible customer service and treatment. Will never stay at this hotel ever again! Besides, rooms are disgusting and not maintained at all. Probably will avoid Hilton hotels altogether! My advice, avoid this place specifically at all costs!

Very bad experience. We arrived late with a tired child to find the bathroom smelled disgusting and the toilet was clogged and would not flush. We had to pack up again and change rooms. The restroom in the new room was dirty with someone's hair on the floor, and the cable TV was broken - "weak or broken connection." For this lovely experience, we had to pay in full, over $200. We were told someone would review our input and be in touch. That never happened. Paying in full for this kind of service is a reason we won't go back.

Wonderful service. Very comfortable and clean room. Breakfast buffet was great. They have a patio which allows bringing your own drinks, etc which we loved. Staff found my cross that I left in the room after I had checked out. This cross has extreme sentimental value and the cleaning staff are honest which is very important.

The DoubleTree Hotel in Andover was a lovely place to stay, The staff was friendly. The room with king bed felt luxurious and met all expectations. The shower was clean and felt modern and was refreshing to use. On a Saturday night the place was rocking with a wedding party about and the Moose Organization having a supper and auction fundraiser. A happy place which carried over into the morning as people checked out. A nice experience overall...

Everyone one I encounter were pleasant and helpful. The bartender made amazing drinks. The nice long pool hours was definitely my favorite part. Huge shout out to the overnighter Joey! I called multiple times throughout the previous week with questions at very odd times. Every single call from my midnight call, to my 5am call, Joey was nothing but friendly, bubbly and helpful. The hotel is lucky to have him.

This hotel is large, giving the feeling of being in a resort, but the accommodations don't quite match its size. My room was pleasant and comfortable. It was clean and very sunny, though the sunlight also showed the stains on the sofa, and I used an extra blanket to cover it. In my opinion, this hotel is being a little skimpy with its services. Small things make a big difference, like....give me more than two paper cups in the room, have coffee available in the lobby for early risers, either put microwaves in the rooms or allow guests to take breakfast (not free) out of the restaurant. Like I said, my two-night stay was pleasant, though on my last morning when I wanted to rest in the room before checking out, I was disturbed three times by the housekeeper knocking on the door. The first time, when I didn't get to the door soon enough, she opened it and walked right in. The second time, I confirmed the check-out time. The third time, she seemed confused that I was still there, so I decided to just pack up and go.

Hotel is a bit dated, lots of what appears to be water damage. Had a pizza from the restaurant Characters. It was not good, undercooked dough, greasy and loaded with cheese. Breakfast was OK but lots of items on buffet were cold. Only have the managers reception on Wednesdays which was disappointing. Hotel seems to be cutting back most diamond amenities. Stay somewhere else if possible.

The BEST customer service in town! The bartender/server, Linda is an absolute sweetheart! She has a talent of making you feel like you’re the only one there in a crowded room as she mixes and serves. Beautiful, clean and spacious set up, too.

Service was great. Housekeeping quality control not so much. Perhaps my standards are high, but my latest experience (solely based on the room) will make me opt for other brands in the future. I never had to request a room change before (musty room), and even the second room (odor + blood spots on the carpet) we just accepted because we resigned that possibility that all rooms were of similar quality.

Rooms were spacious and clean and included fridge with microwave access in lobby. Having restaurant onsite is handy since there are not a lot of close options. Was extremely loud when I was there so sleeping was difficult, but bed is comfortable and towels are incredibly soft. Could use some temp control in the fitness center.

Requested and early check in 3 times prior to arriving to the property and spoke directly with the front desk. The front desk agent was rudely racist and laughed and joked like it was a game. Then said no rooms available as I watched her distribute rooms to walk ups. My daughter was in town for an award and was in tears because she now was running late S we sat waiting for a room! She claims to be supervisor, she wasn’t professional. When finally got into the room, One of the bed sheets contained blood. Just mast and in healthy. The front desk doesn’t answer the phone! Ask for towels in person from the front desk on day 2 they were never delivered. As I was standing there another guest was complaining about the sink being backed up and the water running brown. I never had an issue at Hilton in any other state! Andover may need a visit from the health department and customer service training!! Why join rewards membership for this???

We had a great stay at this newly renovated and taken over by the Hilton Hotel Chain. The restaurants and bars are amazingly laid out and open. Huge parking lot and the staff was on point. Cathryn was our hotel specialist and was very friendly and very professional. We can’t wait to come back for another stay, and enjoy the amenities they have to offer. It’s a big place and the rooms are very nice.

The Double Tree Hilton in Andover Ma is a very nice Hotel. The nicest and most competent is Casey. This young man works the desk with pride, positivity and poise. He works quickly without rushing and has a pleasant demeanor. I was very impressed by him. He was on the three days I stayed and made me feel welcome. Hopefully his bosses recognize his hard work and dedication.

This hotel is complete trash, literally sitting at the bar right now. Ordered a beer that came no problem, then waited over 20 minutes then had to flag down the other bartender to place and order. Not to mention this morning on 07/14/2023, a very unprofessional waitress from the breakfast staff tracked me down at the front desk as I was fixing an issue and asked for a tip on a buffet style break fast the tips need to go to Chad the cook in the am, that man can make an omelet. Also found a nice cockroach crawling on my door today when I returned for the evening. Half a star is not possible but that's what they deserve here. I did get with management to adjust some of the items listed above but honestly can't wait to check out.

Solid 2.5- we stayed here 2 nights for a wonderful wedding at a nearby venue. Upon checking in, we were informed that we shouldn’t drink or use the tap water for brushing our teeth due to issues with the water pipes?? When asked if the water was safe for showering, the hotel front desk staff said “…um, sure” very unconvincingly… definitely expected at least safe water for $405… Additionally, the shower walls were covered in pink mildew & the carpet had several random stains. Pros- the bed & pillows were extremely comfortable, the gym was clean and convenient, and the AC worked great

This is a wonderful hotel. I called to let the front desk know we’d be late and they assured me that our room would be ready whenever we arrived. What a great feeling when you’ve traveled 200+ miles to freeze in a hockey rink before you can check in! Casey gave us one of the warmest welcomes when we finally checked in —close to midnight — complete with waters and warm cookies! And, Darlene treated us so nicely in the bar/restaurant. I recommend the DoubleTree Andover as your home away from home.

The location is nice and clean but customer service was god awful. Housekeeping went through my personal items and threw away all the contents I had in my memory bag that I had tucked away, and when I tried to bring this to the front desks attention that housekeeping threw away flowers I received from a person who passed all they could tell me was they’d speak to the manager of housekeeping. Housekeeping then went to say nobody had been in the room which was a lie because the flowers were in my room Wednesday night before I left to work and when I returned back Thursday morning my room had been cleaned and even had fresh bedsheets with the bed made. I said this to the front desk and asked to speak to the manager of housekeeping and they told me if she has time they’ll have her speak to me and proceeded to assure me that nobody had cleaned the room and suggested a friend of mine stole them. I paid over $1,000 to stay here and I honestly wish I stayed somewhere else. I cannot grasp the fact how housekeeping went through my personal items and threw them away when nothing in that bag looked like trash. I’m beyond heartbroken and devastated. Those were the last flowers I received from that person and I’ll never be able to receive flowers again from this person again. The way Hilton handled this situation disgusts me and I suggest staying elsewhere with a hotel that cares for their paying customers. Never again.

rooms are fine, location is tucked away and nice, but if you love getting your room broken into by room service demanding you to leave after you payed for a later checkout. then this is the place for you! i gave the service 0 stars because not only did i get a walkie talkie shoved in my face no explanation, this same lady then refused to let me back into the room she barged into and saw me after my card magically stopped working after i returned from having lunch. so i walk down explain to the front desk ladies and then they proceeded to bill me for a late checkout once again on my card and stole my money. You can contact customer support but they’ll answer in 7/10 days it says, along with that it could take 30/40 days just to get a refund. Not very sure why this place decided to ruin the experience completely by being demanding and rude, but the room service being useless and invading my privacy was extremely disappointing. Communication between with room service seemed almost impossible too, i’m not sure why everytime i get told no english when i run into 6 different room service employees. Overall seems like the room service is sneaky and will try to scam you and the front desk might as well work for a tech scam company while they’re at it.