I have stayed in this hotel 3 weeks for a long term project and will not stay here again. Each time I have stayed the front desk has been very slow at checking people in, and the night staff is almost rude, and definitely not very concerned with going out of their way to satisfy a guest. The hotel is overpriced, I assume you are paying for the extra square footage from having a pretty-much useless living room suite. Most hotels in this price range have much better service and facilities.
The first time I stayed here, on check in, I waited about 15 minutes for the clerk to check in one party of two people who were requesting a government rate. When it was my turn, I gave the front desk clerk Javier a $10 tip and asked him to help me make reservations for the next three weeks. He seemed really slow at the process. In the meantime, the line behind me was growing. I asked if he wanted to check in the other people in line, then call me in my room to let me know availability. He made a note and promised to call. About three hours later I called down and asked if he was still there, and the lady that answered the phone said he was. I asked her to remind him to call me re: availability. Never got a call. Later that night (3am?) the A/C still hadnt cooled my room. I called down and asked to have someone come fix my AC, but they said no maintenance people were there. I asked to move rooms, but they said they were all full. Frustrating. Sweaty night... That was also the last time I tipped the front desk.
When I checked in this week, they did not have any king rooms available as I had reserved over a month ago. The room they put me in had trash still in the trash cans from the previous person. Also, the LodgeNet movies did not work. The bathtub had really bad stains and hairs in it. I complained that the room was not clean, and they moved me to a handicap room since they didn't have a standard king room. I asked if I were going to get an upgrade due to my HHonors Diamond status, and the reply was that I had been upgraded to a suite. I responded with "Aren't all your rooms suites??" Well, yeah they are.... They said they do have some larger suites. I asked if i was in one of them, they said they didn't have any available. So the answer was no, I wasn't getting an upgrade.
Also, my rental car was scratched down one side in the horrible parking garage.
Also, the front desk told me that the gift shop could be opened by someone to get snacks if I were hungry late night. In addition there is an equally sad Xerox'ed sign on the door stating "Sorry we are closed, please ask the front desk to open the shop" So at 1130 after room service was closed, I went down to the front desk to see if I could get a snack. They said no they do not open it at night. I replied that there was a sign saying they did. The front desk clerk (Jeff?) said, well, they just don't have the staff to open the store for *just anyone* needing a snack. I found the comment borderline offensive and condescending. He had been sitting in the back office with the door open, chatting with another front desk clerk and there was no one waiting anywhere in the lobby.
The main reason that I will not return is that my A/C once again would not go below 72 no matter how low i set it. Maintenance came and looked at it but could not get it to go lower. They said the A/C are evaporative coolers (versus refrigerated coolers), so they just don't cool that low. The thermostat on the wall under the vent in the living room said 72 was the room temp, so I know places not directly under the vent (like the bed) were significantly warmer.
This place feels like an Embassy Suites from 1990, complete with fake waterfall. I guess I am spoiled by the Westin, and by other nicer Hilton's around the country. I wouldn't mind the decor if the staff were more helpful and efficient. I am on a year long project in Phoenix and can spend my company's money anywhere I want, but it will not be at this property again. I'm glad that I wont have to beg to spend money at a sad little gift shop or be spoken down to by a sad little front desk clerk.
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- Also Known As:
- Hilton Suites Phoenix Hotel Phoenix
- Hilton Phoenix
- Hilton Hotel Phoenix
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