Homewood Suites by Hilton Phoenix/Chandler — Hotel in Chandler

I understand that daily housekeeping may not be available due to COVID-19, but I was not informed of this upon check-in. Other hotels I have stayed at have provided information on specific days when rooms will be cleaned. |- The elevator had a lot of noise, especially when other guests joined us. （5 person）|-The breakfast staff was friendly, but my father had a negative experience with an impatient Asian woman who refused to assist him with the waffle machine. In the past, other white female staff who were willing to use body language to communicate have been helpful due to foreign language barriers. |-I had a positive experience with a friendly young man during the overnight shift.|-On the third night of our stay ( I am not really sure), I asked the front desk male manager about housekeeping. He claimed that our room had already been serviced today according to his "HK list," but the bed was not made, and the towels were not changed. No new water bottles or tissues were provided. When I requested housekeeping for the following day morning, the manager initially refused and only agreed to add our room to the schedule after I explained how incomplete the previous service was. I had a communication with the Front Desk Manager, but I was disappointed with his unprofessional attitude and actions. I asked for the Housekeeping service to be provided the next day, but he seemed unwilling and unclear, which left me confused. Later, I was surprised to find out that he was actually the manager, given his lack of patience and unprofessionalism. I am left wondering how someone with such an attitude could become a manager in the first place. |- However, this was the only housekeeping we received from March 1st to March 9th until we changed rooms. The FD manager claimed that housekeeping was scheduled every other day, including March 6th, but I did not see any updated towels or other items on that day in my parent's room.|- On March 5th, I requested the front desk to tell HKer to put a new tissue box in my room twice. I mentioned that we would be going out, so they could just open the door and place it inside. However, when I returned to my room, I discovered that no new tissue boxes were provided. So, I have to go back to the front desk again and ask for two boxes on the spot.|-When I first requested to extend my check-out time, the front desk manager's tone was unfriendly and impatient. Although I didn't understand his specific thoughts, his tone made me feel that he didn't want me to stay here. This is just my personal feeling. The second time, I wasn't sure if it was the sales manager, but she clarified that she was not the FD manager. When she explained that she wanted me to stay in the same room as much as possible, but they couldn't, at least her tone and explanation made me feel that she wanted me to try not to leave due to an unpleasant experience.|-I am knowledgeable about overbooking in the hotel industry, especially during high seasons in Arizona. I once encountered a similar situation while working at the front desk. However, having stayed in two different hotels in China and the United States, it appears that customer retention is given more importance than accommodating new customers, especially when you have OTA customers. Although the channel may have reservations that do not guarantee specific room types, your hotel may want to avoid disputes and prioritize customer satisfaction. I completely understand this perspective and do not wish to argue any further. Different hotels have different handling methods. |-On the night of March 8th, I wanted to confirm the check-in time for a room change with the front desk for the following day. The front desk informed me that room 227 was available and that I could change to it as early as possible the next morning unless some walk-in reservation. However, when I went to the front desk the following morning, I was told that room 227 had not been cleaned yet (it not not checked out) and I had to wait until 11:00 a.m. When I came back at 11:00 a.m. as been told, I was told to wait until 12:20 p.m. to receive a text message before I could move to the new room. I informed the female receptionist in the morning that I might change the credit card used to pay, even though she knew I would have to change rooms. However, she didn't mark me as a late check-out in PMS and automatically checked me out when I was busy moving my luggage. She also didn't remind me that I had already checked out of the first reservation. (and the word size in the folio is wrong)|-Some additional concerns. Firstly, the water tank lid behind the toilet in Room 228 has cracked. Even if it's glued back by your team, the appearance is still not pleasing and leaves a bad impression. Secondly, the design of the dining table is not good and makes me uncomfortable. Two people cannot sit on the long sides of the table and face each other, which is inconvenient.|-I have used my Hilton membership and Dayuse.com to check in here twice, but it was only for a single day. My experience was not bad. if not, I won't choose here for more than 7 days. However, this long-term stay experience has made me realize that the service level of the front desk and housekeeping team is not up to the same standards as other HighGate hotels where I have stayed before, such as Crowne Plaza Phoenix Airport and Hyatt Place Boulder. I am working in the hospitality industry and stayed in AimBridge-managed rooms as well as other HighGate hotels, I think there is still room for improvement in terms of...

I want to preface this review by saying that this was, by no means, a hotel that I would have considered to be luxurious but it was an all-suite hotel with a full-sized kitchen and adequate square footage and that was the deciding factor for my group.

We were in town for a local event during Memorial Day Weekend and arrived 2 hours earlier than check-in time at 3pm. There was a sign greeting us at the front that they would be with us shortly as the person stepped out. No biggie, I get it might be a small staff so we waited the 15 minutes. When we were finally assisted, the shift lead mentioned that the rooms haven’t been cleaned at all so she has no room to check us into and she also couldn’t guarantee that it would be ready by 3pm. That was a huge deterrent for our stay especially as the event we had was starting fairly soon so she offered to make our room type the next room to clean and she would call us whenever it was ready. We could tell it was a busy day and likely with the USA reopening there was probably a need for more staffing. So we didn’t raise any arguments as they were already working a holiday weekend and just hoped that it would at least be ready by check-in time.

Luckily there’s a Denny’s in the same lot so my group just walked over there and by 2:30pm we received a call from Karen who said our room was ready. Perfect! She definitely kept our promise and we appreciated her for it but we were in the middle of our meal so we told them to take their time and we will check in at 3pm.

We had booked the 2 queen bedroom with a full sofa bed and no fireplace. Because there weren’t any rooms to choose from due to basically none being ready, there was no option to upgrade even though I’m a gold member. Again, not a huge deal but Karen did hook us up with a room that was secluded in the back left corner with only one shared wall. Now THAT is a huge win for us!

We did run into a service issue with the toilet since the chain for the fill valve wouldn’t let the water fully fill in the tank so the maintenance tech came in and actually showed us how to fix it as well just in case it happened again. I’m bummed that I never got his name but he was an older gentleman with glasses and he was AMAZING.

Overall, my friends and I had a very wonderful experience. Despite how busy everything was and the fact that again it isn’t a 5-star hotel, the entire staff from housekeeping to front desk to maintenance really tried to make the most out of a difficult situation especially when it’s evident that they are short staffed. So for that, they truly do deserve a 5-star rating. Sometimes people forget that kindness and respect goes a really long way and even though you have membership status with a particular company, it never hurts to extend your kindness during difficult times like these. Thank you to the amazing staff! If I were ever in the area again, I would certainly be...

apparently management here doesn’t respond in any timely manner my last visit took 3 days to get a response from hotel management, and after all the issues I had were addressed, they decided NOT to compensate me in any way for staying in sub par rooms this was my 4th or 5th time here my first stay, the tv wasn’t functioning so I was given another room the next day my last stay lights and fan didn’t work, so maintenance had to fix them my last stay, i tried to check in with their digital check in and get my room key, well that didn’t work so i called in to customer service and after 30 min, I was hung up on no call back even though they ask for a number I called the hotel requesting a first floor and when I checked in, supposedly there was only 1 room left well the room should not have been avail toilet seat was loose and swiveling off, paper holder fell off the wall, it had a bathtub that looked like someone spackled it to cover s crack, but worst of all, the shower head wasn’t functional and trying to use it, it only would unscrew I was told by maintenance at check out, he had to replace it, and ordered a repair kit for the tub, my second day there, I wanted to extend and I was given a song and dance and finally got the room. I went back and the TV went on the fritz I took a picture to show the front desk no one showed up, and I found that the cable was bad and needed to be replaced doesn’t matter what the room charge was, good customer service would have done something for the bill, instead, I was told everything was in working order my recommendation is find another hotel unless you like to settle for an old place that seriously need updating if this is the way they treat their guests and management seems to be invisible for days on end . trying to get some satisfaction is impossible here

today I get a response, that management will look into it, yet it was management who declined my request for some compensation SO IN PLAIN TERMS,...