DoubleTree by Hilton Phoenix Midtown
🏨 Hotels & Travel · Phoenix
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Air conditioning failure and unclean room upon check-in.
hotel tap water tastes poor and bottled water is overpriced
Business reply on Google
Hello, we're sorry to hear about your experience with the tap water and the pricing of bottled water. This issue is being looked into to ensure we provide a better experience for our guests. Please feel free to reach out to https://help.hilton.com/s/contactsupport and (602) 279-9811 to discuss further. We appreciate your input and hope to welcome you back for a more enjoyable stay in the future.
hotel requires new reservation causing duplicate deposit charges
Business reply on Google
Hi Justin, thank you for being a valued Hilton Diamond member. We aim to provide excellent customer service. We're sorry to hear about the inconvenience you faced while trying to extend your stay. Your feedback is important, and the issue is being looked into. Could you please reach out to https://help.hilton.com/s/contactsupport or (602) 279-9811 so we can discuss this with you further? We appreciate your loyalty and hope to welcome you back in the future.
Hotel amenities were unavailable and room maintenance was poor.
Business reply on Google
Thank you for taking the time to share your feedback. We sincerely apologize that your stay did not meet expectations, especially while recovering from an injury. We understand how important comfort, accessibility, and our amenities were during your visit, and we are very sorry for the frustrations you experienced. The delay in delivering your requested pillows, the condition of the bed and bathtub, as well as the cleanliness concerns you mentioned are not reflective of the level of service we aim to provide. We also understand how disappointing it was to find several amenities unavailable or not properly maintained during your stay. Your comments have been shared with our management, housekeeping, and maintenance teams so these issues can be addressed immediately. We truly appreciate your feedback, as it helps us improve both our service and guest experience. We regret that we let you down and appreciate you bringing these concerns to our attention.
Room size is inadequate and the bed is uncomfortable.
Business reply on Google
Thank you for staying with us here at DoubleTree by Hilton Phoenix Midtown. We understand how important it is to provide our guests with a comfortable stay experience and we apologize for not meeting this expectation. Your feedback is valuable to us, and we will use it to make the necessary improvements. We hope to have the opportunity to welcome you back soon.
Uncomfortable beds, chemical odors, and high pricing.
Hotel denied check-in despite prior reservation confirmation
Business reply on Google
Hello Franklyn, we're so sorry to hear about your experience at our hotel. Please know that this matter is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (602) 279-9811 to provide more details about your booking and discuss your experience further. Thank you for bringing this to our attention. We hope to have the opportunity to welcome you back to DoubleTree in the future.
Lack of parking, noisy rooms, and poorly prepared steak.
Business reply on Google
Thank you for staying with us here at DoubleTree by Hilton Phoenix-Midtown. We understand how important it is to provide our guests with a great stay experience and we apologize for not meeting this expectation. Your feedback is valuable to us, and we will use it to make the necessary improvements. We hope to have the opportunity to welcome you back soon.
Poor room soundproofing and low quality breakfast service
Business reply on Google
Hello Douglas, we're sorry to hear about your experience with the noise and breakfast during your stay at DoubleTree Phoenix Midtown. We are looking into the issues you mentioned, including the maintenance concerns and breakfast quality. Please contact https://help.hilton.com/s/contactsupport and (602) 279-9811 so we can follow up with you. Your feedback is important to us, and we appreciate your input. We hope to have the opportunity to provide you with a better experience in the future.
Hotel staff mistakenly issued a room key to another guest
Unresponsive management and rude front desk staff
Business reply on Google
Hello Eli - We regret to learn that this experience does not reflect the level of service that we are known for. We would like to have the opportunity to investigate this further and ask you to reach us at https://help.hilton.com/s/contactsupport or (602) 279-9811 so we can connect with you. Thanks for taking the time to share your feedback, and we look forward to hearing from you.
Hotel amenities were unavailable and room security features were missing.
Business reply on Google
Hello Stacey, we're truly sorry to hear about your experience with us. Your concerns about the room conditions and amenities are being looked into, and we understand how frustrating this must have been. We appreciate you bringing these issues to our attention. Please contact https://help.hilton.com/s/contactsupport or call (602) 279-9811 to discuss your experience further. Thank you for your feedback, and we hope to have the opportunity to better serve you in the future.
Hotel air conditioning, internet, and television failed to function properly.
Unpleasant odors, missing breakfast, and rude staff during hotel stay.
Poor service, ongoing renovations, and inflexible parking ticket replacement policy.
Business reply on Google
Hello Justin, we're sorry to hear about your experience. We understand your concerns about the remodeling and the parking situation, and we're looking into these issues. Please contact https://help.hilton.com/s/contactsupport to provide more details about your booking. We hope to have the opportunity to improve your experience in the future.
Hotel amenities unavailable and room access issues during renovation.
Business reply on Google
Hello Dawn, we're sorry to learn about the challenges you faced during your visit. The renovation and room issues must have been disappointing, and we apologize for any inconvenience. We're looking into these to prevent future occurrences. Please contact https://help.hilton.com/s/contactsupport and (602) 279-9811 for further discussion. Thank you for sharing your feedback with us. We hope to welcome you back to Hilton Garden Inn Phoenix Midtown for a more enjoyable stay in the future.
Hotel had no water due to construction without notifying the guest.
Poor water pressure, misleading breakfast charges, and unclean room conditions.
Business reply on Google
Hi Lisa, we're truly sorry to hear about your recent experience at our hotel. We strive to provide a comfortable and enjoyable stay for all our guests, and it's clear we fell short during your visit. Please reach out to us at https://help.hilton.com/s/contactsupport or (602) 279-9811 so we can discuss your experience further and address these issues. Thank you for bringing this to our attention, and we hope to have the opportunity to improve your perception of Hilton in the future.
Unsanitary pool area and unprofessional staff response to guest concerns.
Business reply on Google
Hi Jim, we value your longtime loyalty and are sorry to hear about the disappointing experience you had during your recent stay at Hilton Garden Inn Phoenix Midtown. We strive to provide a clean and welcoming environment for all our guests. Your concerns regarding the pool area and the service provided by our staff have been noted, and we are looking into this matter further. Please feel free to reach out to our support team at https://help.hilton.com/s/contactsupport or (602) 279-9811 to discuss your experience further. We hope to have the opportunity to welcome you back for a more enjoyable stay. Thank you for bringing these issues to our attention.
Room view and amenities did not match the advertised description.
Business reply on Google
Hi Jan, thank you for sharing your feedback with us. We apologize for the disappointment you experienced during your stay. We understand that the view, room amenities, and breakfast options did not meet your expectations. We appreciate your kind words about our friendly and helpful front desk staff, as well as the free parking. Rest assured, we are looking into these issues to ensure a better experience for our guests. Please contact our support team at https://help.hilton.com/s/contactsupport. We hope to have the opportunity to welcome you back in the future for a more enjoyable stay.