Hampton Inn & Suites Phoenix Downtown
🏨 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
Staff entered room without knocking and double charged the credit card.
Business reply on Google
Hello M P, we're sorry to hear about your experience at our hotel. The concerns regarding your interaction with our staff and the billing issue are being addressed. Please contact https://help.hilton.com/s/contactsupport and (602) 710-1240 for further discussion. We appreciate your feedback and hope to improve your experience in the future. Thank you for bringing this to our attention.
unjustified smoking charge and bathroom lighting malfunction
Business reply on Google
Dear guest, We are disappointed if one of our guests leaves with less than first rate experience. Our aim is to provide a clean, comfortable and pleasant place to stay. We sincerely apologize that our hospitality and attention to details left something to be desired, this is very unlike us. Thank you for sharing your feedback. Please feel free to connect if there is anything we can do to help. Warm regards, Guest Experience Team Hampton Inn & Suites Phoenix Downtown
The hotel incorrectly charged a smoking fee due to sensor error.
Business reply on Google
Hello Quinn, we're sorry to hear about your disappointing experience at Hampton Inn Downtown Phoenix. We are currently looking into the issues you faced, including the wrongful charge and the lack of communication regarding your concerns. Thank you for bringing this to our attention, and for being a loyal Hilton guest. Please reach out to https://help.hilton.com/s/contactsupport or call (602) 710-1240 to further discuss your experience. We appreciate your feedback and hope to address these concerns to improve our service.
Hotel charged an unjustified smoking fee to the guest's account.
Business reply on Google
Hello Alizandra, thank you for taking the time to share such a detailed account of your experience. We are truly sorry to hear of the distress caused by the smoking fee and the way your concerns were handled. While the hotel’s policy prohibits smoking and sensors are used as part of enforcement, it is deeply concerning to know you felt unfairly charged and unheard in your attempts to dispute the matter. This is not the impression Hampton Inn & Suites Phoenix Downtown seeks to leave with valued guests. Your comments will be carefully reviewed to ensure greater fairness, clarity, and responsiveness moving forward. Warm regards, Guest Experience Team Hampton Inn & Suites Phoenix Downtown
Valet service charged undisclosed fees and room amenities were not replaced.
Business reply on Google
Hello Gabriel - We are sorry to hear about these issues you had while with us. We set a high standard for our hotel, and we missed the mark during your visit. We are looking into these issues and hope to resolve it promptly. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (602) 710-1240 if you would like to discuss these issues further. Thank you for taking the time to leave us a review.
The hotel lacks convenient guest parking and charges high valet fees.
Business reply on Google
Hello Amado, we appreciate you taking the time to share your experience. We're sorry for the inconvenience regarding the parking information. Rest assured, we are looking into these matters. Please contact https://help.hilton.com/s/contactsupport and (602) 710-1240 to provide more details about your stay and discuss this further. Thank you for your feedback, and we hope to welcome you back to Hampton Inn & Suites in the future.
Hotel charged a false smoking fee and refused to investigate.
Business reply on Google
Dear Billi Gossett, Thank you for your feedback. The hotel did not refuse to check the sensor; we paused your check-out until we check the connectivity and the sensor in the room. We did call and send an email prior to posting the charge. We understand you mentioned during your check-out you were going to dispute the charge as the documentation or evidence was not sufficient for you. We are really sorry your stay had concluded with a bad experience. Best Regards, Alan Torres Assistant General Manager
unauthorized smoking charge and unprofessional staff behavior
Business reply on Google
Thank you for sharing your feedback, Kristina. We're sorry to hear about the issue with the smoking charge. Please know that this is being looked into. We appreciate your kind words about our parking staff. For further assistance, please contact https://help.hilton.com/s/contactsupport and (602) 710-1240 to discuss your experience in more detail. We hope to have the opportunity to better serve you in the future.
Excessive and inconvenient valet parking fees at the hotel.
Business reply on Google
Hello Levi - Thanks for taking the time to leave us feedback, and we apologize for any inconveniences you had while you were with us. Could you please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (602) 710-1240 so we can discuss your experience further? We hope to welcome you back in the near future.
High costs for parking, lack of amenities, and poor staff service.
Business reply on Google
Hello Carrie, we're sorry to hear about your experience at our hotel. We understand your concerns about the costs and amenities, and we are looking into the issues you had during your stay. Your feedback is important to us, and we encourage you to reach out to https://help.hilton.com/s/contactsupport and (602) 710-1240 to discuss your experience further. Thank you for sharing your thoughts, and we hope to have the opportunity to improve your experience in the future.
Hotel charged for stay despite emergency cancellation and poor facility conditions.
Business reply on Google
Hi K H, We're sorry to hear about your experience at our location. We are looking into the issues you mentioned, including the charges during your family emergency. As a valued Hilton Honors member, your feedback is important to us. Please reach out to https://help.hilton.com/s/contactsupport or call (602) 710-1240 to discuss your experience further. We appreciate your loyalty and hope to provide you with a better experience in the future.
Hotel staff delayed early check-in for five hours due to inspection.
Business reply on Google
Hi there Stephanie, I am very sorry to hear you had a bad experience at check-in. We never guarantee an early check-in but we do try our best to get people in as early as possible. Our check out time is 11 am so it can be difficult for us to get into rooms to clean and inspect them before 11 am. If there is anything we can do to make your stay more enjoyable, please let us know! We always encourage guests to notify us of anything they may need so we have the chance to make it right. Hope you enjoy the rest of your stay! Please reach out to us at 602-710-1240 should you have any questions or concerns. Thanks, Sean Anderson Front Office Manager
Hotel required unexpected large incidental hold and refused advance payment.
Business reply on Google
Hi Ben, We are sorry to read your review of our hotel. It's unfortunate that you were not aware of our deposit policy prior to booking the room, but charging a deposit at check-in is fairly standard in hotels across the US. That said, it's regrettable to hear about the inconvenience you and your loved one faced due to the lack of clarity on our deposit policy, and we appreciate you voicing your concern to us, as we hope to make continuous improvements based on what we learn from our guests. We have taken your feedback on board and will work on making this policy clearer before booking. Kindly note that the deposit is charged to cover any damages to the property or any incidentals that may occur during one's stay, including food and drink items. If not used, it is released back to the card upon checkout. We do appreciate that you have acknowledged the assistance provided by the hotel's customer service team in trying to find your loved one an alternative accommodation, and we hope to have another opportunity in the future to host you/your loved ones as we are eager to make this right! Warm regards, Guest Experience Team Hampton Inn & Suites Phoenix Downtown
Front desk staff refused to sell beverages to non-members
Business reply on Google
This is disappointing to hear, O. We value our guests and strive to deliver exceptional service and sincere hospitality, so we're sorry we fell short of our high standards. Your feedback is greatly appreciated and has been shared with our management team. We hope to have the opportunity to deliver a better experience on a return visit.
hotel room was confirmed to have a bed bug infestation
Business reply on Google
Thank you for leaving feedback about your stay. We are truly sorry to hear about your experience. Our management team plans to investigate your concerns and address them immediately to make improvements. Thank you for bringing this to our attention.
Valet staff blocked garage entrance and threatened physical violence.
Inattentive bar staff and slow replenishment of breakfast buffet items.
Business reply on Google
Hello Jim Austin - We set a high standard for ourselves, and we’re so sorry to hear that we missed the mark while you were with us and that our standards were not met. We will use your feedback to improve our service. Thank you for taking the time to give us invaluable feedback.
Hotel failed to honor room block and proximity requests for wedding.
The hotel charges high fees for parking and room selection is unreliable.
Business reply on Google
Thank you for your feedback Micah!
Hotel cancelled confirmed reservation without notice leaving family without accommodation