DoubleTree Suites by Hilton Hotel Phoenix
🏨 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
broken bathroom fixtures and unhelpful staff regarding billing
Business reply on Google
Thank you for taking the time to share your feedback following your stay with us. We are sorry to learn that your experience did not meet your expectations. We sincerely apologize for the maintenance issues you encountered. Your comments have been shared with our maintenance team for immediate review. Providing professional and helpful service is extremely important to us, and we regret that we fell short during the billing discussion. We will address your concerns with our team to ensure a better experience for future guests. We understand that our property's design and condition did not align with your preferences, and we appreciate your honest feedback. Guest comments such as yours help us identify areas where improvements are needed. Thank you again for bringing these matters to our attention. While we regret that we did not provide the experience you expected, we appreciate your stay and wish you all the best in your future travels.
Staff failed to honor advertised parking rates and member benefits.
Business reply on Google
Hello Dustin, we're sorry to hear about the issues you had with our staff and the parking. We strive to deliver exceptional service and a comfortable experience for our guests, and we're disappointed to learn that we missed the mark. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (602) 225-0500 so we can follow up with you. We hope to welcome you back for an improved stay in the future.
The hotel room was filthy with hair and used tissues.
Business reply on Google
Thank you for taking the time to share your feedback. Please accept our sincere apologies for the condition of your room and for the disappointment this caused. What you described is completely unacceptable and does not reflect the cleanliness standards we require of our hotel or the DoubleTree brand. We take cleanliness and guest safety extremely seriously. All guest rooms are required to be thoroughly cleaned and inspected prior to being released for rental, and it is clear that this process failed during your stay. We are addressing this lapse with our housekeeping and supervisory teams to ensure this does not happen again. While we are grateful you found our front desk associate helpful and the airport shuttle convenient, we fully understand that these positives do not outweigh the experience you had. Your concerns about cleanliness, odor, and overall condition are valid, and we appreciate you bringing them to our attention so they can be corrected. We would truly appreciate the opportunity to make this right. Please ask to speak with the Manager on Duty today, as we would welcome the chance to address your concerns immediately and take appropriate action to restore your confid
Hotel refused early check-in despite room availability and loyalty status.
Business reply on Google
Thank you for taking the time to share your feedback. We truly regret the frustration you experienced upon arrival and understand how disappointing it can be after an early flight when a room is not immediately available. On the morning of your arrival, our hotel was fully sold out the night prior, and our standard checkout time for departing guests is 11:00 AM. While you may have seen several guests checking out during that time, each room must be thoroughly cleaned and inspected before it can be released for a new arrival. This process takes time to ensure our cleanliness and safety standards are met for every guest. Our guaranteed check‑in time is 4:00 PM, though we always make every effort to accommodate early check‑ins when possible. On this particular day, our team, including our Director of Front Office, explored options to have a room available earlier and estimated that we may be able to accommodate you closer to early afternoon once additional rooms became available and could be properly serviced. We sincerely regret that this did not meet your expectations and that you chose to stay elsewhere after a brief wait in the lobby. While we strive to accommodate all guests—incl
Hotel double-booked a prepaid room causing guest relocation
Business reply on Google
We are truly sorry this was your first impression of us. We understand you were able to speak with Our Director of Front Office and a resolution was agreed upon. We are happy to hear that you were satisfied with the resolution and thank you for allowing us to make it right.
Room assignment changed and exterior lighting is inadequate for safety.
Business reply on Google
Thank you for sharing your experience, Janel. We sincerely apologize for the issues with your room assignment, exterior lighting, and parking charges. We take your concerns seriously and would like the opportunity to discuss them with you. Please reach out to us at https://help.hilton.com/s/contactsupport or call (602) 225-0500.
Paid parking and confusing Wi-Fi access caused inconvenience.
dirty room conditions and unresponsive customer service regarding complaints
Business reply on Google
We are very sorry this is what you experienced. Please know we have taken the necessary actions to prevent this from happening again. We are also sorry that a Manager has not contacted you. Our team should had made this right the moment this was brough to our attention, not causing a delay in follow up. We will be refunding you for your 2 night stay with us. Please feel free to call us at (602) 683-9400
Staff failed to provide shuttle service and cancelled reservation without alternative…
Business reply on Google
We are so sorry this is the experience you encountered. We would like the opportunity to discuss with you and gather some more details. If you could please call us at (602) 683-9400
The hotel gave away reserved rooms despite notification of flight delays.
hotel fails to replenish complimentary water for long-term guests
Business reply on Google
Thank you for your review. Keeping in line with the Hilton Standards- 2 Complimentary Bottled Waters are provided upon arrival. We do have complimentary water station available in the main lobby and bottled water available for purchase in the Market.
Hotel staff failed to honor room availability and provided poor service.
Business reply on Google
Hi Rowdy, we value your longtime loyalty as a Hilton Honors member, and we're sorry that your recent experience didn't live up to our high standards for customer service. We always want any such issues to be addressed as promptly as we can. Rest assured, we are looking into this matter internally. Please reach out to us at https://help.hilton.com/s/contactsupport or (602) 225-0500 so we can follow up with you. Thank you for taking the time to leave us invaluable feedback.
Hotel rooms are dirty and the environment feels unsafe and noisy.
Security falsely accused guest of theft and staff harassed them
Staff failed to provide a functional iron and were unprofessional.
Business reply on Google
Hello Andrew, We would like to discuss this experience with you. Can you please call the Hotel and ask to speak to the General Manager
Broken elevator and mildew smell in hotel room
Hotel has hidden parking fees, slow internet, maintenance issues, and broken elevators.
Business reply on Google
We would like to sincerely apologize for the inconveniences you had during your stay with us and would like to thank you for your feedback. We appreciate all feedback from our guests as we strive to improve our guest experience. We do have signs all across our parking lot regarding our paid parking and we are also aware of our elevator situation. We are proactive of informing our guests at check in and providing accommodations accordingly and as needed. We apologize your stay wasn't up to standards.
Front desk staff member was rude and dismissive to the guest.
Business reply on Google
Thank you for taking the time to complete a google review about your stay with us. We are sorry to hear that you did not enjoy your time with us at our hotel. Our goal is always to exceed your expectations. Responses like yours truly help us to better our team and hotel. Being part of DoubleTree by Hilton, we try hold our team to the highest standards. We would love to connect with you to see if you have more feedback on issues with your room and your experience with all team members came in contact with from check in to check out.
Hotel overbooked and failed to provide the reserved double room.
Business reply on Google
Hello Jacqulyn, we're sorry to learn about the challenges you faced during your stay at DoubleTree Suites. Please rest assured that this matter is being looked into. We encourage you to contact https://help.hilton.com/s/contactsupport and (602) 225-0500 for further discussion. We value your feedback and hope to provide a better experience next time.
Broken elevator, faulty parking access, and unreliable airport shuttle service.
Business reply on Google
Hi Selena, we're sorry to hear about your disappointing experience at our property. We aim to provide pleasant stat for our guests. Rest assured your concerns are being looked into. We appreciate your feedback and encourage you to reach out to https://help.hilton.com/s/contactsupport and (602) 225-0500 so we can discuss this with you further. Thank you for bringing these issues to our attention. We hope to have the opportunity to welcome you back in the future.