Courtyard by Marriott Phoenix North/Happy Valley
🏨 Hotels & Travel · Phoenix
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Hotel allowed unauthorized person to check in using customer identity
Business reply on Google
Dear Joe, Thank you for taking the time to share your feedback. We are deeply sorry to hear about your experience. The situation you described regarding someone allegedly checking in under your name and using your Marriott points is extremely concerning, and we understand why this would cause frustration and raise serious security concerns. Protecting our guests' personal information and ensuring proper identity verification are responsibilities we take very seriously. Your comments have been shared with the hotel leadership team for immediate review and follow-up. If you have not already done so, we also encourage you to contact Marriott Bonvoy Member Support to report the unauthorized use of your account so they can investigate and assist with your points. We sincerely apologize for the distress this experience has caused and appreciate you bringing this matter to our attention. Warm regards, Guest Experience Team.
Unsanitary room conditions, faulty door lock, and expired food items provided.
Business reply on Google
Dear Dilshad, We’re very sorry to hear about your experience. Your safety and comfort are extremely important, and it’s clear that your stay fell far short of expectations. Your feedback has been shared with our team to address these issues and help improve cleanliness, amenities, and overall guest safety. Best, Caldwell-Saar, Ivonne General Manager
food poisoning and unsanitary linens reported at hotel bar
Business reply on Google
Dear Reza, We’re very sorry to hear about your experience. We take concerns about food safety seriously, and your feedback will be shared with our team to review procedures and ensure proper preparation standards are upheld. Best, Caldwell-Saar, Ivonne General Manager
The hotel facilities are outdated and require a complete refurbishment.
Personal belongings were stolen from the room and management was unhelpful.
Business reply on Google
Dear Desteny, We sincerely apologize for the inconvenience you encountered during your recent stay at our hotel. We understand that the situation was less than ideal. Upon the registered guest's early checkout, which was communicated to us at around 12pm following their first night, the room was prepared for the next guest as per standard procedure. Our housekeeping team conducted a stayover service to ensure the room's readiness. Upon your return to the hotel, we were prepared to accommodate you for an additional night. However, we required an updated credit card for the room charges, as the previous guest had already checked out. Unfortunately, as an alternative payment method was not provided, we were unable to reinstate your stay. We took immediate action when the original guest contacted us on 7/16, informing him of the situation regarding the belongings left behind. We promptly offered compensation, which he accepted. We believed the matter had been satisfactorily resolved at that time. We are genuinely sorry to learn that you feel the situation was not adequately addressed. Your comfort and satisfaction are of utmost importance to us, and we are committed to making amends fo
Poor room maintenance, broken door lock, and restrictive dining policies.
Business reply on Google
E h, Thank you for your feedback and we are sorry to hear your stay was not up to your expectations. We want you to know that this is not the norm and an isolated incident. We hope to see you again and that we can show we usually provide service to our guests.
Hotel room had cigarette odors, burns, and a bug infestation.
Hotel lacks breakfast, has poor drainage, noise issues, and inconvenient water access.
Business reply on Google
Hello and thank you for your feedback. We are sorry to hear that you did not enjoy your stay with us and want to assure you that this is not the norm.
excessive noise from guests was not managed by hotel staff
customer unable to reach staff for reservation assistance
Hotel staff assigned an occupied room to a guest
Business reply on Google
Hello Robert, I would like to extend our apologies for the room issue you encountered while staying with us. These issues our below our level of service and I have passed along these issues to our management team for them to address. We hope you choose to stay with us in the future. Have a wonderful day.
Unfriendly staff, poor maintenance, and reports of bed bugs.
Business reply on Google
Thank you for providing your feedback. I am sorry to hear about the staff service you received as this definitely is not the norm at the hotel. I would like to connect with you to discuss the issues you had during your stay.
The hotel room was infested with bed bugs.
Business reply on Google
Austin, We apologize about the bug issue you had during your stay with us as this is not the norm and something we take very seriously.
inconvenient ice machine location and unsecured exterior building door
Business reply on Google
Thank you for taking the time to share feedback about your recent stay with us. I apologize for the issues you had during your stay and this is definitely not the norm. The first floor of the hotel does not have an ice machine as stated but we are always more then happy to get guests ice from our restaurant if requested. We have looked into the issue with the door and that has been fixed. Thank you again for your feedback.
Room 102 had plumbing issues, broken furniture, and dirty upholstery.
Poor internet, unclean gym, and unhelpful front desk staff.
The hotel room was dirty and had an unpleasant odor.
Business reply on Google
Thank you for leaving feedback about your stay. We are truly sorry to hear about the cleanliness issues in your room. Our management team plans to look into your concerns and address them immediately in an effort to make improvements. Thank you bringing this to our attention. We hope to be able to better serve you the next time your travels bring you to Phoenix. Sincerely, Hotel Management Team
Unauthorized double charges and poor handling of check-in errors by staff.
Business reply on Google
Thank you for leaving feedback. We are truly sorry to hear about the issues that happened . Thank you bringing this to our attention and please reach out to us so we can try and rectify the situation.
Hotel refused check-in due to credit card and ID mismatch policy.
Business reply on Google
Hello, We do apologize the inconvenience this caused for you and your travelers but we do this to protect our customers and require that travelers have a credit card that matches their name. Our system does not allow cards to be run as a debit card with the security pin so that is why we were not able to take the card that way as well.
Housekeeping failed to clean the room or provide necessary supplies.