We live 2 miles from this hotel. We had to stay there once due to our water softener flooding our home, that visit was 3 or 4 nights. This visit our air-conditioning was being replaced so we had to stay another 3 nights. Our spare rooms at our house are either occupied or tuned into offices, so when friends or family come to town we always book them at the RI (all of our friends and family live half way across the country – so we get a lot of visitors coming to beautiful warm Phoenix).
Pet friendly hotel which is awesome, we love pets!
However during this stay at RI on our first night there our room flooded due to a monsoon storm. We had to walk barefoot down the wet hallway to the lobby to request a new room. We were told that we’d have to go across to the Courtyard to which my husband said we are not walking over there in the middle of a monsoon. Suddenly she found a room for us. The second room didn’t flood but the carpet was soaked along the window side of the bed (kind of icky when you get up in the night and set foot onto a soggy carpet). Both rooms (once wet) smelled of wet dog. Finally on our last night we were moved up to a room on the second floor and they took $40 off our bill for our inconvenience. The room was fine but the entire second floor including our room reeked of some kind of “ethnic” food, and the windows do not open in the rooms, so no airing it out. We dealt with it and finally got to go home the next day.
The most ALARMING PART HOWEVER IS THAT…..
Upon review of our credit card statement online a few days later we discovered that we were charged a pet fee and a damage fee (which nobody informed us about and was not on our receipts). So, my husband called because clearly there is some sort of simple mistake we are sure. Mr. Trenton Keelen (the Assistant General Manager) called back. Upon discussion he explained that we had a pet in the room and that the ottoman and the bed skirt were damaged by our pet. My husband explained that we did not have a pet in the room, we have a pet but she stays with the neighbors as we watch each others pets when need be. Mr. Keelen said that the ottoman was worn and that the bed skirt had a tear on the hem. My husband explained that could just be normal wear and tear on a room and certainly it wasn’t from us, perhaps someone’s shoe caught the bed skirt, or maybe the housekeepers vacuum - who knows! And ottomans wear out but not from us being there one night never mind the fact that we didn’t sit in the living area and didn’t even use the ottoman. Mr. Keelen took off the $315 dollar damage fee and refused to refund us the $100 pet fee claiming that “a pet has definitely been in that room”. My husband explained that there is not doubt a pet had likely been in that room – the place is full of pets, but WE did not have a pet in our room, never have before when staying there and certainly not on our last night at the hotel. Heck, one woman even had her dog down at the breakfast table, there is no doubt there are pets around – but not ours The most we would be guilty of is having pet hair on our belongings, but certainly no pet of ours in the room. And we certainly didn’t damage their furniture (which the Mr. Keelen finally admitted). So beware, you may get socked for extra fees and then have to spend plenty of time trying to get them reversed (and you may not even be successful at that). We are both Marriott Elite members, have their credit cards and the whole bit, we both travel frequently, we have used this RI for ourselves twice but for family and friends for almost 8 years now. Here forward we will be referring anyone that comes to visit us over to the Homewood Suites….just as nice and just as close.
Stay off the first floor due to flooding in monsoon weather. Stay off second floor due to no ventil...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I apologize you had a less than amazing experience with us. Please know that was never our intention. Our number one priority is that our guests enjoy themselves while they are here. Although we’ve already been in contact, I would like to connect again to offer my sincerest apologies and an ear to an additional feedback you may have. Thank you for your feedback, as it is always valuable.
Sincerely, Trenton Keelen (Assistant General Manager)
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.