Homewood Suites by Hilton Phoenix North-Happy Valley

Business reply on Google

Hello Dylan, we're sorry to hear that the location did not meet your expectations. We strive to provide relaxing accommodation for our guests, and it looks like we fell short. We will share this feedback with our team for future improvements. We appreciate your feedback and hope to have the opportunity to better serve you next time. Thank you.

Business reply on Google

Hi Brett, It's unfortunate to read about your disappointment with the unavailability of your reserved room at our hotel, and we regret that the alternative accommodations arranged for you did not fully meet your expectations or requirements. We understand how frustrating this must have been for you, especially considering the disruption this diversion caused to your accommodation plans and dietary needs, and we sincerely apologize for any inconvenience or discomfort you experienced. We take guest feedback very seriously, and we will be sure to investigate this matter thoroughly to understand what may have transpired. Additionally, we will take appropriate steps to prevent such occurrences in the future. While it's disappointing that your experience was not as seamless as it should have been, we assure you that this is not a typical guest experience at our hotel or the level of service we aim to provide. We are committed to making this right, and we earnestly request that you kindly not let this experience be your lasting impression of us and give us another chance to regain your trust by hosting you with our signature hospitality. Thank you for considering our accommodation for you

Business reply on Google

Dear Shelby, We are very sorry to hear that you did not experience the usual level of satisfaction that other guests have with their stays with us. Our aim is to provide a clean, comfortable, and pleasant place to stay, and we sincerely apologize that our hospitality and attention to detail left something to be desired in this case - this is very unlike us. We understand that your experience with us was less than ideal, but this was a one time furniture touch-up application that has been completed and will not repeat/impact other guests. That said, we will keep your comments in mind as we are always working to improve the guest experience. Furthermore, we will remind our front desk staff to make sure they follow up on their assurances. Thank you for considering our accommodation for your stay in Phoenix and taking the time to post your review. We regret all the inconvenience caused and hope we will have another opportunity to host you and demonstrate the service we are truly capable of providing. Warm regards, Guest Experience Team

Business reply on Google

Dear guest, We are sorry to learn about your poor experience during your recent stay at a hotel in Phoenix. Given the description of your situation, we are wondering if you have reviewed the wrong hotel location from your travels, as our team is unaware of any situation matching this description occurring or speaking with anyone about this. That said, our hotel has begun a renovation, and within the next two months all guest rooms and corridors will be refreshed. We hope this information is helpful, and we wish you nothing but pleasant travels ahead. Warm regards, Guest Experience Team

Business reply on Google

Dear guest, We are sorry to hear that although our housekeeping met your expectations, you did not experience the usual level of satisfaction that other guests have with their stays with us. We apologize for the aspects of our accommodation that fell short of your expectations, and we regret the issue with the payment card. We take guest feedback very seriously, and we have noted all your concerns and alerted our team to your comments. It is disappointing if a guest leaves with less than first-rate experience - this is very unlike us. We know we can do better, and it would be an honor to have a chance to redeem ourselves with you and restore your faith in our hotel and hospitality. Warm regards, Guest Experience Team

Business reply on Google

Dear guest, We aim to provide all our guests with a home away from home- but we want to make sure our staff has a good, positive environment to serve our guests; however, we regret this was not the case. To elaborate on the incident, our team is very professional and was doing their duty in providing excellent service, but it is unfortunate that they were met with inappropriate language and were demeaned, and our staff felt unsafe. This is not something we can allow. Regarding bed bugs, we work with local experts and survey rooms about bed bugs to ensure our rooms meet the highest upkeep and cleanliness standards. Furthermore, our team did check the rooms for any signs of bugs, and we did not find any. Sincerely, Guest Experience Team

Business reply on Google

Adam, Thank you for your recent review of our hotel. We are sorry to hear that your stay was affected recently. This summer has proven to be very difficult with the bugs in the Phoenix Valley. We have recorded monthly inspections and sprays but this current problem in the valley has required us to bring in our pest control company to hit our surroundings hard. I too have never seen anything like it and have been watching the news notes of the area to see how we can handle this new occurrence. We are sorry this affected your stay and have done everything we can to combat the problem. We are also sorry to hear that my staff didn't respond appropriately to you. We do appreciate your business and am sorry this affected your stay. Sincerely: Mike Severson General Manager

Business reply on Google

Kristina, I'm sorry that your situation has come to this. Credit Card fraud is at an all-time high. It is our policy to collect a Credit Card and ID that matches at check in. Our stories differ greatly and I'm sorry you felt that we treated your mother in any way but professionally. Our number one goal is customer service and we do our best to make sure we maintain our professionalism during all interactions. Sincerely: Mike Severson General Manager

Business reply on Google

Hello Mr. Moore. Your final bill was correct. Any overage you see is an incidental hold we do at check in. Although we release that hold at check out your bank can take 5-7 business days to release the funds. I'm happy to assist and answer any other questions you may have.

Business reply on Google

Hello, Thank you so much for taking the time to give some feedback about your stay. I'm very sorry you were not able to get successful rest while staying with us. If ever your with us again please be sure to let us know so we can get you in a room that your more comfortable in. Look forward to seeing you again on your next visit to North Phoenix Happy Valley!

Business reply on Google

Thank you for taking the time to share your experience. We sincerely apologize that our team fell short of providing you excellent service and that you had trouble getting Wi-Fi access. Feedback like yours helps us to better our team and hotel. Sincerely, Homewood Suites Phoenix North Happy Valley Team