I very much was looking forward to my visit to the Palomar in Phoenix for a conference. The property is nice, the rooftop pool deck and bar are lovely.
Unfortunately, the failure of the staff and management to remedy their own error in my booking thoroughly soured my experience of the hotel - I won't stay with Kimpton again.
Without belaboring the details - I traveled to Phoenix with two of my employees for a conference. To save money, we agreed to share one room, and we contacted the hotel more than a month before our stay change to a room that could accommodate the 3 of us. With the help of the conference organizer, I received email confirmation that we were booked for a room that would sleep three.
Upon arriving at the hotel, the reservation system was down. Being IT professionals, we were patient as the staff struggled to work offline, thought they were unnecessarily curt when I insisted that my check-in was indeed for that day rather than the next day as their printed manifest indicated. Once the systems were back up, the computer showed indeed we were to check in that day. Why the print out made hours before indicated otherwise I don't understand, but the lack of accurate records informed later discussions with the staff.
We asked for a cot to be delivered to our room. We were informed that due to fire code we were unable to have a cot in our room. I proceeded to pull out my laptop and show the string of emails that clearly indicated we were promised a room that would accommodate the three of us.
The staff continued to be curt as I attempted to rationalize with them and point out they were in the wrong. The kept repeating the inability to add a cot to the room due to fire code, and I reminded them that their job was now to remedy the situation, not to make excuses for the mishap.
In the end we were offered another room at a higher rate than we paid for the initial reservation. As I mentioned, the plan was to save money and share a room...so one of us slept on the floor.
The inability and unwillingness of Kimpton staff to solve this problem was astounding.
I hope that if you have read this far you will seek out another hotel for your stay to Phoenix and avoid the corporate quagmire that is Kimpton.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hello Brian, wow, I'm so sorry for this experience. As evidence by the stellar reviews we have been receiving since our opening last June.....this is not the typcial for our hotel. I take your experience very seriously!! I would need a little more information about who you spoke to besides your conference organizer. I'm not showing anywhere in our system that you were originally booked in a room with 2 beds and the conference you were attending had completely sold the hotel out. I welcome you to contact me directly at firstname.lastname@example.org. I don't like that you left here unsatisfied and we couldn't make your experience better. I can't change the past Brian but hopefully we can find resolution to this and I can find a way to make it up to you.....sleeping on the floor....well, that isn't good!! I hope to hear from you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.