Kimpton Hotel Palomar Phoenix
🏨 Hotels & Travel · Phoenix
Between really bad and never again.total experiences
replied on google
Most reported issues
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Experiences
Valet damaged vehicle and failed to provide timely assistance with rental.
Business reply on Google
Thank you for your review, and again, we're sincerely sorry for the damage to your vehicle. We understand how disruptive this has been, particularly with your truck being essential for work. From the moment the incident occurred, our team took responsibility, documented the accident, and immediately initiated a claim with our insurance carrier. While we've remained actively engaged and have continued to advocate on your behalf, certain steps—including rental authorization and claim approvals—are handled directly through the insurance process and are unfortunately outside of the hotel's control. We appreciate your patience as those procedures move forward and will continue doing everything we can to help facilitate communication and support a timely resolution. Thank you again for your understanding.
The hotel staff is unmotivated and the pool area is dirty.
Hotel room lacked amenities and had poor service and noise issues.
Hotel room smelled of marijuana and staff used harmful chemical fogger.
Front desk manager displayed unprofessional behavior and denied a late checkout.
Business reply on Google
Chris & Shirley, thank you for taking the time to share your experience and for connecting with us directly. We truly value open dialogue and the opportunity to listen. At Kimpton, heartfelt hospitality and human connection are at the core of what we do. While we may not always get it perfect, we care deeply about how our guests feel and are grateful for the chance to learn from your feedback. We’re glad we were able to reconnect and reach a positive resolution, and we hope to welcome you back for an experience that reflects the very best of Kimpton.
Front desk manager was rude and hung up on the guest.
Unrecognized charges and unhelpful staff regarding billing disputes.
Business reply on Google
Thank you for sharing your experience, Andrew. We’re truly sorry for the frustration you encountered, and we take feedback like this seriously. While we regret that your stay did not meet expectations, we appreciate you taking the time to bring this to our attention.
Room had unpleasant odor, uncomfortable bed, and excessive external noise.
Business reply on Google
Thank you for sharing your feedback. We’re glad the room looked nice, but we’re sorry the bed, noise, and “dinging lite rail soundtrack” got in the way of a restful stay — definitely not the experience we aim for. We appreciate your honesty and will take it to heart. Next time, we’ll do our best to give you a stay that’s all comfort, and none of the hourly percussion.
Valet staff failed to retrieve vehicle and mismanaged parking service
Business reply on Google
Thank you for taking the time to share this feedback, Joe. We’re truly sorry for the frustrating and unacceptable experience you described. What you encountered—long waits, ticket mix-ups, incorrect keys, and ultimately having to retrieve your own vehicle after paying for valet—is not the level of service or professionalism we expect from our valet partners. We take this very seriously, and your comments have already been shared with our valet management team for immediate review, coaching, and corrective action. Event nights can be high-pressure, but that should never compromise the care and clarity our guests receive. Thank you again for bringing this to our attention. We are committed to ensuring your next experience reflects the hospitality and service you should expect from us.
Staff failed to attend interview and exhibited rude behavior.
Business reply on Google
Thank you for taking the time to share your experience, Erin. We're truly sorry to hear about the frustration you encountered during your interview visit. This is not the impression we want to leave with any guest or candidate, and your feedback will be shared with our leadership team to address directly. We appreciate you bringing this to our attention and wish you the best in your career pursuits.
Valet damaged vehicle and management failed to provide a resolution.
Business reply on Google
Sawyer - we’re truly sorry to hear about this experience. We’d like the chance to connect with you directly to make things right—could you please reach out to us so we can follow up personally?
Front desk failed to explain voucher redemption requirements for hotel credit.
The hotel had cleanliness issues and unresponsive staff.
unprofessional staff behavior and excessive noise disturbance during hotel stay
Hotel rooms have damaged carpets, dirty furniture, and malfunctioning air conditioning.
Business reply on Google
Thanks for your feedback, Ben. We're glad you enjoyed the bar and restaurant, but we're sorry the room didn’t meet your expectations. We’re currently planning renovations to improve our rooms, so please come back and give us another try—we’d love the chance to make it right.
Valet left vehicle unlocked resulting in theft and unauthorized billing charges.
Business reply on Google
Hi Bridgette, Thank you for sharing your experience. We’re very sorry to hear about the frustration and inconvenience you encountered during your recent stay. We take matters like this seriously and are currently reviewing the situation with our team. We understand how important timely communication is and regret that we fell short of your expectations. We appreciate your past stays with us and hope we’ll have the opportunity to restore your confidence in the future.
hotel failed to provide adequate drinking water to the guest room
Business reply on Google
Hi, Austin - thank you so much for taking the time to review us and share your experience. No excuses we simply missed the mark here. We take your inconvenience and feedback extremely seriously and have already actioned so this does not happen again in the future. Our sincerely apologies, I do hope we get an opportunity to welcome you back and show you that your unsatisfactory stay was an exception. Regards, Joel Contor Hotel Manager
Hotel suite was dirty with a needle found in the carpet.
Business reply on Google
Dear T, Thank you for choosing Kimpton and for taking the time to provide feedback and review about your experience at Kimpton Hotel Palomar Phoenix. I would like to start by apologizing to you for the inconveniences you faced during your stay. We strive to make each stay as pleasant and comfortable as possible, and we appreciate that you brought your experience to our attention. We take feedback seriously and will coach our team to make the necessary changes so we can provide a better experience in the future. I hope you will give us a chance by staying with us again to show you that your unsatisfactory stay was an exception. Thank you for sharing your comments, again taken extremely seriously, please contact me directly at 480-478-1762 or [email protected]. Sincerely, Joel Contor Hotel Manager [email protected]
Hotel rooms were unsanitary and the air conditioning was nonfunctional.
Hotel lacks towels and staff ignored reports of broken glass
Business reply on Google
Hello Barbara, Thank you for sharing. Please know your comments will be reviewed by our team.