We were in Phoenix for 1 day on business trip, and booked this hotel through one of the travel sites where u pick the star and prepay and they put you in hotel. WHAT A MISTAKE(I have done it many times before but they have changed their policies and now allow hotels to charge you in addition to what you prepaid), anyways,I got tthis 3 1/2 star hotel for $90 after tax, what deal right? Nope. Once we arrived, the rude woman at the front desk told us we were 2 hrs early and check in time was 3, pm unless I wanted to pay $25 per person to check in early (she said " since I booked through a DISCOUNT SITE " and not hotel directly. Well if I wanted to pay $140, I would have gone to a real 3 1/2 star hotel.So we sat in the car for 2 hrs, and checked in at 3.
The hotel was modern looking, with a nice pool in the middle, perfect for college kids and road warriors.
Water was too cold, I could not take a comfortable shower.
I found two tiny bugs in the room, 1 on the carpet, ans one on the mattress.
The drunk kids were in the pool area until 1 or 2 am then they took the party to the hallways, when I called front desk they told me that it was a bachelorette party and they had a lot of rooms booked . ???????
Upon check out, they charged me $10 per person for resort fee, what resort? What happened to prepaid, how can you prepay and then be forced to pay more. So $90 per night after tax turned into $160 per night for a 2 1/2 star at best hotel? Please trust my review. Look at other hotels, if you go here, you'll regret it, but if you end up going and experience the same, just come back to trip advisor and leave a review for other fellow travelers to read .
Stay at a different hotel, and you'll have a better room
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you so much for your review - as the owner and operator of The Clarendon hotel for over eight years, I'm very, very concerned when I read reviews where guests had such a terrible time that they rated us as "1 star". When I bought The Clarendon, my goal was to create a great experience for guests so they would go home thinking that Phoenix was a wonderful place to visit where there are many alternatives to staying in boring national franchise hotels.
Report response as inappropriate
Regarding the discount site and early check-in, we're fairly busy these days and in order to check you in prior to 3pm we do require an early check-in fee unless you booked directly through our website or reservations line - otherwise we'd have a lot of people waiting until just after midnight to try to check in early for that day - trust me, this happens a *lot*. I will review our early check-in policies and meet with staff to see what we can do in the future.
I'm not quite sure why you waited in your car for 2 hours.... that's absolutely silly - we have an amazing rooftop deck overlooking the city and surrounding mountains, you could hang out in the pool area, or have a drink and some food in the restaurant while waiting for your room to be ready.
Regarding the cold water, we have 3 giant hot water heaters with water that constantly circulates around the building using a circulating pump, and if the water temperature goes below 115 degrees or above 130 degrees, a text message is sent to my phone as well as my maintenance staff's telephones, and I haven't received a message since January when the circulating pump went out. Are you sure you turned the dial to "H" for hot? Many hotels have handles that the higher you turn the volume knob, the hotter it gets... here, you have to adjust the volume knob as well as the temperature knob. If the water was cold in your room, it would have been cold throughout the entire hotel.
Bugs in room? We'll definitely look into that... many hotels in the area have had huge bedbug infestations, and we've been very diligent, have a very detailed inspection process, and according to a county health inspector have some of the cleanest rooms he's seen. Granted, our building might be a bit older, but we really do care about cleanliness.
Regarding people being in the pool area at 1-2am, I'll pull the video on this - we close our pool area at 10p on weekdays and 11p on weekends, and lock the area, so people should not have been in this area. Some hotels in Scottsdale close their pools at 6pm or 7pm!
Regarding your $10 resort fee, it's actually a $17 hotel service fee and includes parking, internet, minibar items, and much more - our neighboring properties charge up to $56/night for parking and $22.95/night for internet, and $4-12 per bottle of water, etc., etc... we try to give guests as much value for this money as possible. Also, even though you pre-paid your room using your discount site, that discount site has three separate areas that mention this fee ahead of time.
End pricing - yes, I know the price you get quoted for things doesn't always end up being the price you pay... I wish we had a value added tax in the US so that pricing expectations were better... a $100 restaurant bill after tax/tip is $131. A $100 car rental at the airport is over $200. And due to the high hospitality taxes in Phoenix, a $100 stay with parking and internet and taxes at a neighboring hotel is $202.69, but here at The Clarendon a $100 stay with parking, internet, taxes, minibar, breakfast, and even a personal training session is just $138.38 - it's just how it is, but hey, The Clarendon lower than a restaurant or rental car or surrounding hotel, and we truly believe we give you more value for your money.
Give us another chance, and I think you'll change your mind!
Owner and General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.