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“Overall Poor Service & Rooms”

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DoubleTree Suites by Hilton Hotel Phoenix
Ranked #39 of 174 Hotels in Phoenix
Reviewed April 27, 2012

We stayed here on our way to Hawaii. On check in they had not "linked" our two rooms so my 80+ year old parents that I care for and our room were not together. The front desk staff was friendly and claimed she "linked" our return stay rooms together. Upon entering my parents' assigned room (118) we found a bag of trash on the coffee table and a huge roach dead in the bathroom. In our room we found a used creamer container in the corner of the living room. Housecleaning clearly is inadequate at the hotel. The front desk staff send housecleaning and said they would talk with housecleaning supervisor. Offered to change my parents to another room but they were too exhausted after a 7 hour flight to relocate. On the return trip we had called the evening before to remind them we had reserved one room for 4/20 but would not actually arrive until 6:00 a.m. on 4/21 for that room. Upon our arrival we were told there were no rooms available. After much discussion back and forth that we had prepaid for one room and therefore it had to still be vacant since they cannot rent it twice, I asked for the manager. She stated she was the manager but when I told her the continued problems with the hotel she in essence dismissed my complaints indicating she was doing the best she could and there were no rooms. I stated she had better get us one there or another hotel as she cannot collect rent for a room she let to someone else. I told her I had to get my parents fed (diabetic dad) and that would give her about 40 minutes to "discover" a room for us. After breakfast she did have a room for us and we checked into 120 (it was clean). As we were to be linked to our second room once the "next day" check-ins were allowed, they did obtain our second room and allow us to check in early at 11:45 a.m. which was nice of them. We then checked out that evening at 9:00 p.m. to catch our red eye. While the rooms were adequate and quite and the pool very nice along with a good breakfast inclusive buffet, I would never stay at this hotel again. Between the inadequate ability to put reservations made together in rooms next or near one another and a manager who clearly is too flustered when the hotel is busy to adequately address issues to the poor cleanliness I cannot recommend this hotel. We in fact were not provided any restitution for having to wait for a room that had been prepaid so after our red eye from Hawaii we would be able to just sleep upon arrival. We had to wait another hour and a half between dealing with the front desk manager and having to get breakfast while they found us a room. We paid full price for a room but only got to use it for a few hours and fewer than expected. There are too many other options for Phoenix Airport hotels and I would suggest investigating those before using the Doubletree Suites.

  • Stayed: April 2012, traveled with family
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Thank dblivy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerphxDT, General Manager at DoubleTree Suites by Hilton Hotel Phoenix, responded to this reviewResponded May 11, 2012

Thank you for the review of your recent stay with us. I apologize for the inconveniences you encountered and can assure you this is not the normal level of service that our guests have come to expect from the DoubleTree Suites Phoenix. We will certainly use your comments as a training tool to tighten up our room inspection and check in process. I am hoping you will give us another chance in the future to show you why we are a multiple service award winning hotel.

Sincerely,
Todd D. Wilson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,212 - 1,218 of 1,442 reviews

Reviewed April 20, 2012

We'd booked a one night stay at the Doubletree for our night arrival into Phoenix. After our evening flight from Toronto, we grabbed a cab from the airport. I selected this hotel due to its close proximity to the airport knowing we would be arriving into Phoenix at around 1:00am EST. The taxi was about $16.00 dollars to the hotel. It was late and we were tired and a bit little grouchy. Upon arrival at the hotel, the front desk pleasantly greeted us and asked how our flight was. We begrudgingly said so-so. The front desk responded by saying "Maybe an upgrade to one of our suites would help improve your night." This was unexpected and perked us up some. The front desk completed our check-in with fresh baked cookies (which were delicious) and we were off to our room.

Hotel
The hotel lobby, reception and dining/lounge facilities are inside whereas the rooms face inwards in an octagonal shaped open air lobby with a little palm garden terrace in the centre. There are about 5 or 6 floors as well as a pool. There is a lounge and restaurant and buffet breakfast was included in our stay. The buffet was really good with a broad selection of dishes.

Room Description
The suite came with a kitchenette, living room, and bedroom with a huge wall unit in the master bedroom and two tvs. Water and coffee are included. The bathroom was very nice as well and everything was extremely clean. The space was also very quiet which is important to me as I'm a light sleeper.

Overall the hotel exceeded our expectations and was the perfect place to grab some comfortable shut-eye and breakfast in close proximity to the Phoenix airport before the start of our trip. I would definitely recommend it!

Room Tip: I believe the higher the room the better. If you arrive late, ask if you can be upgraded to a suite...
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  • Stayed: April 2012, traveled as a couple
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1  Thank SeasideSteph
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerphxDT, General Manager at DoubleTree Suites by Hilton Hotel Phoenix, responded to this reviewResponded May 11, 2012

I can't thank you enough for taking the time to write a review of your recent stay with us. If only you could have stayed longer to take bigger advantage of the many amenities you experienced during your one night with us. We hope to see you back again soon.

Sincerely,
Todd D. Wilson
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 17, 2012

We stayed to 'overnight' to recover from our flight, having just spent 10 hours in a plane from the UK! Our initial room was too far for my husband to walk with crutches, but there was no problem at all changing to a more convenient one. What a pleasure to walk in to the sitting room, with comfortable chairs and large flatscreen TV, on into the bedroom with the most amazing mattress and pillows I've ever slept on, and where there was another large flatscreen TV! I wish we could have stayed longer! The staff were very helpful - the cookies very tasty - and bottled water offered a great touch. Our deal included breakfast which we enjoyed very much. Look forward to returning.

  • Stayed: November 2011, traveled as a couple
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Thank satisfaction2012
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 15, 2012

If you travel enough all hotels start to blend into one shapeless blob in your memory; that goes double for airport hotels, even more so for chains. This is why our one night stay at the Doubletree stands out.

There are certain things that you expect at a Doubletree, the warm cookies at reception, a certain decor, that kind of thing. The interesting thing is that this one stands out. Reception was just that much friendlier, the rooms roomier, and the restaurant offered really good food.

A hotel that exceeds expectations. What a concept.

And yes, it's very conveniently located to both downtown Phoenix and Sky Harbor.

Room Tip: Book early if you possibly can. It makes a great big difference on the price.
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  • Stayed: April 2012, traveled with family
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Thank Benja764
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 15, 2012

My girlfriends stayed here for a long weekend to just soak up some some and relax. No car rental. The bus drops off in front and only a block from the tram. Store and places to eat close by. Breakfast buffet was nice wash morning.

  • Stayed: October 2011, traveled with friends
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Thank keptreasuresOhio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 10, 2012

This hotel is convenient to the airport, Light Rail and most Phoenix tourist spots. The staff was friendly and efficient and the breakfast buffet was above average with wide variety.

Room Tip: First floor rooms are more spacious.
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  • Stayed: April 2012, traveled as a couple
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Thank PaulLori
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 9, 2012

This is our favorite hotel if we have a flight to catch or activities downtown Phoenix. We love the divided room to make a homey feel a TV in each room, one the bedroom and the other living area with pull out couch bed. Their is a refrig and microwave. Free wireless internet (or wired too). Their pool is heated nice on those cool nights. open 7am - 11pm. With a hot tub too. Love being greeted with their famous chocolate chip cookies. And their breakfast, fruit, eggs, bacon, ham, juice, coffee. Is all included!! It is the best way to start off the day. Breakfast is 7am to 10am, so sometimes we miss it do to early flights out. They have a free shuttle to the airport that runs every half-hour. On our latest trip we went to the zoo which is about 8 blocks going East. The light rail is also right out front if you want to explore the city, go to a baseball game, etc... It is not a resort hotel like some others, but for the price, they are the BEST bargin out there. Always friendly staff as well. A place we always recommend fellow travelers. Good for family and business. Plus we always get a good nice rest -- love their beds.

Room Tip: We like the 2nd floor up rooms.
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  • Stayed: April 2012, traveled with family
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Thank ArizonaAZ1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
ManagerphxDT, General Manager at DoubleTree Suites by Hilton Hotel Phoenix, responded to this reviewResponded April 12, 2012

I appreciate you taking the time to write such a nice review of your recent stay with us. Thank you for being so detailed about your experience here and we certainly do hope to see you again the next time you are visiting the Phoenix area.

Sincerely,
Todd D. Wilson
General Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about DoubleTree Suites by Hilton Hotel Phoenix

Address: 320 N 44th St, Phoenix, AZ 85008-6501
Phone Number:
Location: United States > Arizona > Central Arizona > Phoenix > Camelback East
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#35 Romantic Hotel in Phoenix
#55 Family Hotel in Phoenix
#59 Business Hotel in Phoenix
Price Range: $87 - $341 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — DoubleTree Suites by Hilton Hotel Phoenix 3.5*
Number of rooms: 242
Official Description (provided by the hotel):
Discover a resort-style atmosphere less than two miles from Phoenix Airport (PHX) and five miles from downtown Phoenix at the DoubleTree Suites by Hilton Hotel Phoenix. Getting around is hassle-free at our Phoenix Airport hotel with complimentary airport shuttle service (call hotel directly for pick-up services) and the Metro Light Rail System just one block away. Start every day in style when you choose from our complimentary breakfast buffet at Belvedere's American Grill. Open throughout the day, this restaurant serves a range of modern American favorites in a casual setting. After a busy day, make the most of the warm Arizona sunshine with a swim in the outdoor pool or unwind with a workout in the fully-equipped fitness center. A warm welcome and a warm DoubleTree cookie are waiting for you at this all-suite Phoenix Airport hotel. A private bedroom and a separate seating area with sofa bed give you more flexibility for work or added space for the whole family. Upgrade to a Business Class suite for extra perks including free WiFi, daily drink coupons to Belvedere's, a lap desk, and more. ... more   less 
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Also Known As:
Doubletree Suites By Hilton Phoenix Hotel Phoenix
Doubletree Hotel Phoenix
Doubletree Phoenix

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