DoubleTree by Hilton Phoenix Chandler — Hotel in Chandler

i just received your response, and was unable to reply to it:

I am not surprised at your unapologetic and very defensive response. In fact, your response is "I must have you confused with someone else" really? You share a parking lot with Motel 6, corrrect? I know where I stayed, but that is cute.

The GM was NOT available the entire weekend, in fact, I could not get Chris Southerland, the Front Desk Supervisor, to speak with me until after 4 PM on Saturday, although I called down, and was at your front desk unable to breathe through my nose at 8 AM.

My issue was NOT with housekeeping. Absolutely NOT! The room was clean.

I have attached photos of mold and thick dust in the vents. The mold has caused bad allergies, which lead to a very bad cough that I still have a week later!

It is really the attitude of which I received from Chris when trying to get help. He made "an executive decision to not let me leave early, or upgrade as a diamond member." Chris would NOT allow me to speak with the GM, as "it is the weekend, he he does not work until Monday."

I spoke with Michael, the GM on Monday, and I could see that the attitude trickled down. He was unapologetically crass with me, when I explained what I went through.

Aside from this trip, I have never called the Diamond Desk with a hotel complaint. I am second guessing my diamond membership due to this hotel stay. I have opened a case with them.

Here is my original email: This was the worst experience I have had at a Hilton hotel. The first day I stayed there there was mold or something in the room, where I could not breathe the next day. No one could help me check out early, Change or upgrade rooms until the evening. The next room, was even worse. it gave me extreme allergies.

Each and every employee treated me terribly, and had no compassion. This was during the weekend, and no one could call the general manager, as he “does not work weekends.” The front desk supervisor “made an executive decision to not upgrade me, or allow a refund to check out early,” when the diamond desk called him. They could clearly tell that I had allergies, and this is very dangerous for someone with asthma.

As a diamond member, extremely loyal to the Hilton Brand, I am still very upset with this hotel. I mean what is the point of being loyal to the brand as a diamond member?

It has been a week, and I still have the allergy from those two nights. I have photos of mold and dust

This used to be a truckstop hotel. They basically put lipstick on a pig.

There’s a beautiful Marriott resort Nearby, for the same price. If you are thinking of staying here, solely because you are true to Hilton,, I would not do it. Stay at the Marriot Hotel

When I got back home. had to spend countless hours on the phone with the rudest management team, who eventually, gave me some points, in a rude and...

Staff members are lacking public relations. Since I can make a review but can’t reply to a reply. I’ll just make another review. The room was already paid for by my sister. I did have ID stating the person that the room was reserved for was in fact me!! The money was already debited from her account. I paid her $140.00 for the room. (Exact amount $138.86) We have done this method plenty of times before in the passed and has never been an issue. As I stated to staff members I had stayed in this exact hotel a month prior. Not a single issue. Why this trip was any different is beyond me. By your statement you said thanks for understanding, but I don’t understand. As an owner you have failed your guest. My sister is a rewards member and has since dropped your company. I for one will not be staying at any Hilton and/or any associated with Hilton. 3 star hotel charging a ridiculous amount of money for someone that checked in several hours after check in time. 8:30 I traveled 16 hours because the room was already paid for. If I had known it would have been such an ordeal. I wouldn’t have traveled so far. I would have just stopped sooner. Which I will be doing from now on. Staff never even mentioned what the deposit was for. Just that it was mandatory. There were no stocked items in the fridge for purchase. No snacks available in said rooms, just what was available at Front Desk snack room. Nice bar area! For someone that doesn’t drink alcohol. I found it offensive when I first walked into the lobby after a very long trip. Not to mention the man that helped me was wearing a do rag on his head. I won’t put their names on blast. They know who they are and Karma is right around the corner. It happens to all of us. Woke up the next morning and came down for a light breakfast for I was traveling another long day. I proceeded to make a plate and someone came up to me and asked if I was getting the buffet for $12.95. I said no I’m getting my free continental breakfast. Which they said the items I had on my plate were a charged item. Not part of the free breakfast. At that point I was so furious after the night previous. I set the plate down. Went to my room. Gathered my things and left. Someone spoke to me as I was leaving. You checking out sir? Didn’t even respond. I just continued to walk out. As I’m walking out the door a woman was getting arrested for battery to another woman. I know all this because I spoke to the victim. I couldn’t go anywhere because my vehicle was blocked by cop cars and yes I have pictures. So while I was having a smoke in the smoke area waiting patiently to leave for my very long trip I’m talking to a woman in the same area and she tells me the whole story. Like, I really wanted to know. I was just waiting for the cops to leave so that I could continue with the rest of my...

Do not stay here. Renovation information is not provided on third party websites and staff is completely untrained and unprepared to handle any customer complaints. Unfinished room, poor lighting, no refrigerators as shown on Priceline website. The staff here is unbelievable and incredibly unhelpful. Particularly Shay at the front desk and hotel manager Bill were of no assistance. I wanted to explain to the manager the issue and he continued to interrupt me and cut me off to end the conversation before I had explained the whole issue so that it could be better addressed in the future. Staff did not care to have an easy conversation to prevent this bad review. The nicest people we came into contact with were two women working the front desk and the construction workers. Upon checkin we were placed in a room right next to construction. I asked if there was a room just a bit farther from construction, even just two rooms away would help. Shay kept repeating I can move you to another room, but it won’t help. They’re working on every floor and you’ll hear it no matter what. I explained many times that the noise is literally on the other side of our wall, so we are simply asking to be moved to a room farther down the hallway. He continued to repeat that it would not help and I’d hear it no matter what. I then spoke to his manager that acted as if I was another annoying customer he had to deal with that day and that he just wanted me to shut up as soon as possible. Bill was very patronizing and continuously cut me off as I was explaining the situation. I was hoping to give him the whole story so that he could better train his staff in order to prevent these issues in the future, but he saw no value in this and acted as if I was wasting his time. The issue I encountered could have been easily solved by someone who was able to listen and problem solve. Shay and the hotel manager did not know how to do either of those things. There also was a disconnect between Priceline and the hotel, but I have no doubts Shay and Bill jumped at the opportunity to “cancel our reservation per priceline’s Instruction.” Shay was clearly happy to inform us that we no longer had a reservation and that their hotel was fully booked. Which did not make sense because 5 minutes ago we had a reservation. Nonetheless thanks to Shay, Bill, and Priceline, we received a free stay at a nicer, higher star rating (3.5), and higher customer rating (85%), closer to family we were visiting, where we had no further issues and had a very nice and enjoyable stay. I ended the night in their hot tub and beautiful outdoor pool area. Thank you Shay, Bill,...