My family & I were traveling across the country and booked a 1 Bedroom suite at this hotel. We called ahead to confirm our reservation and that we would be a late check-in. Upon check-in at 11:45pm, the front desk rep. informed us they had a customer NOT check-out therefore causing an overbook situation. They were going to put us in the hotel next door but it was a studio and we were staying 4 nights with 3 children. Needless to say, we were not happy with the situation. We opted to cancel the entire reservation and stay at a nearby competitors hotel. I sent the Manager an e-mail letting her know how disappointed I was. The reason we were so upset was they knew about this possible overbook situation at 6pm and could have called my cell while we were driving but somehow forgot.
The Manager, Kristen was completely apologetic and understanding in her response to my e-mail. She begged us to return to her hotel and offered her staff to assist us in the move back. Additionally, she reserved a 2Bd/2Ba suite at the same rate of the 1Bd/1Ba suite and met us upon check-in. The entire staff went out of their way to assist my family and make up for the mistake.
The hotel is in an excellent location (directly across from Chandler Mall and tons of restaurants). The hotel is needs a few updates as far as interior but still very spacious and offers a complimentary breakfast everyday. They have free wifi but it's extremely slow, at least in our room.
We will stay there again because of how they corrected a problem so quickly and showed they cared about our stay.
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- Also Known As:
- Residence Inn Phoenix Chandler/Fashion Hotel Chandler
- Residence Inn Chandler
- Chandler Residence Inn