DoubleTree by Hilton Quebec Resort

I recently stayed at DoubleTree by Hilton Quebec Resort from Aug28 to Aug29 and overall, I truly enjoyed the experience. The warm chocolate cookies, complimentary hot spa and sauna, and the incredibly comfortable bed made my stay memorable. Unfortunately, one serious service issue left me very disappointed and impacted my trip. When I went to take a shower, I found that both the shower gel and shampoo bottles were completely empty. This indicated that the bottles had not been refilled, which I can understand may happen occasionally. I immediately contacted the front desk to request replacements, but was told I would need to come down myself. I asked my friend to assist, and he was assured that someone would be sent to our room to address it. However, despite waiting in the shower for over 30 minutes, no one arrived. We had to make multiple requests, and when someone finally came, they mistakenly brought a shampoo and a body lotion instead of shower gel. Eventually, my friend had to go out again and returned with shower gel poured into a cup. By then, I had already been delayed for a long time, standing and waiting during what should have been a quick shower. This unnecessary delay affected the rest of my day — I still had to complete my skincare routine, dry my hair, and get ready. As a result, I checked out late. At the front desk, I was initially asked to pay a late checkout fee, which only added to my frustration. Thankfully, after I explained the situation, the fee was waived. What should have been a perfect stay was unfortunately overshadowed by poor service and lack of responsiveness to such a simple request. I ended up late for my lunch reservation. The restaurant cancelled my reservation. Not to mention I missed some planned attractions. I hope you will review this matter with your staff so future guests will not face the same experience. I value Hilton hotels and would like to continue staying with your brand, but I kindly request acknowledgment of this complaint and, if possible, a goodwill gesture to make up for the inconvenience. Thank you for your attention to this matter.