DoubleTree by Hilton Hotel Phoenix - Gilbert — Hotel in Gilbert

Absolutely terrible experience, not even sure how this hotel qualifies as a 3 star. My now wife and I had 2 rooms booked for 2 nights for getting ready and staying in before/after our wedding in the area. Upon entering my room, there was a terrible musty smell all throughout the room. Given the room is in AZ, THANKFULLY, the weather allowed for us to open the window for about 6 hours to air everything out. Later in the evening in my room, I prepared for bed when i noticed 2 blood stains on the comforter, that looked like they were sprayed with a stain remover and never washed. Absolutely disgusting. I went to the front desk to inform them and show them a photo and the desk clerk was hardly even taken aback, compassionate or apologetic. I did not approach angry or shouting, i simply just asked for a new comforter and was provided 2 top sheets, as they "didn't have anything else". Pretty concerning for the lack of empathy considering the room was not a cheap stay.

The next day i came back to the front desk to explain the desk clerk was much more compassionate, offered to turn the sheets and provide me a new comforter. I was headed out so i told her i would like to pick it up upon my return and she obliged. Unbeknownst to me, my wife had issues with her room as well, as the AC crapped out in the middle of the day and the towels provided to the room had rust stains across them. When she asked for more towels at the front desk, 2 of the 4 that were provided had similar stains.

Later that same day, one of the groomsman's wives, who used to work as a travel agent, called the front desk to express our grievances and see if there were any amenities that could be provided as compensation for our experience, such as a bottle of champagne being sent to our room, it was our wedding day after all. The desk clerk told her that she could bring in her own champagne, call the help line for grievances and promptly hung up on her, twice.

Upon arriving to the hotel for our final stay, on our wedding night, we stopped at the front desk, with tux, dress and all, and expressed ALL of our concerns yet again. The clerk was nice and offered us an entirely new room and asked when we would like a call from corporate in the morning. I told her 9 AM and still to this day, weeks later have not received so much as an email, text or call, to discuss our concerns.

If you have ever planned or been a part of a wedding, you know how stressful it truly can be and you rely on certain variables to be fixed and constant, allowing you to worry about the things you can control. I am grossly disgusted with the experience and will not take any shame in bad mouthing our experience. I have a 4 year degree in hotel restaurant management and all it would take is to be a mouth breathing idiot to see through the shortcomings of this establishment. I will not stay in your hotels, i will not speak highly of the experience, shy of the few desk clerks that acted more than a minimum wage employee who could give a rats behind if they were watching the whole world catch fire. Absolutely disappointing and don't worry, i won't be waiting by the phone or be holding my breath for anyone to take...

Where to begin? Having stayed at many Doubletree Hotels as a business traveler, I felt assured we would have a nice room in Gilbert, AZ and I told my husband, they always have fresh chocolate chip cookies when you check in. So imagine my disappointment upon checking in to the Doubletree Inn at SanTan Village Parkway on September 24, 2023, where there was a basket of pre-packaged non-brand name chocolate chip cookies. The receptionist apologized and said they hadn’t made any for a couple days. The receptionist also mentioned that they don’t provide housekeeping of the rooms, only upon request. So we immediately requested housekeeping for day 3 of our stay when we checked in. Subsequently, we head to our room and on the way notice the hodge podge of furniture throughout the hotel. This is definitely not Doubletree/Hilton quality. It was a mixture of my grandma’s living room from the 1950’s, southwestern flavor and standard commercial hotel furniture. Our room was no different. The walls were bare, the room was huge but sparsely furnished and appeared to be recently refurbished but missed the mark. The brackets for the curved shower curtain rod (yes, it had a very tired, torn shower curtain) had been left in the walls but unused as an old fashioned straight tension rod was in use. Some of the electrical outlets in the room were so loose, plugs would not stay plugged in sufficiently to charge. The toilet seat was worn out. The towel bar was broken. We stayed in room 218 for verification. The next morning, and every morning for our 4 day stay, we waited at the elevator for the one elevator that was working. This elevator was used by guests as well as hotel personnel so we waited for awhile at times and, unfortunately, while we were waiting, we were focused on all the cracked tiles in the elevator lobby and the fact that the walls had not been cleaned in some time. When we finally made our way to the lobby, we were told the restaurant was closed that day so no breakfast either. Day 3, no housekeeping. We called the front desk to inquire and they apologized. I asked if we could at least get a couple fresh towels and the receptionist said yes, but she didn’t’ have anyone to deliver them to our room so we’d have to go the the front desk to get them. Upon my husband’s arrival at the front desk, the receptionist asked him to follow her to the back room where she then told him that this room had been a beauty salon where the previous owner’s sister worked? We don’t recommend this hotel. It’s hokey. It’s NOT Hilton/Doubletree standard at all so don’t be misled. We visit Gilbert 3-4 times a year to see our grandchildren and will not be staying in this...

My wife checked in on the app, a day prior to our arrival. We were not able to select a room because it said there were none available. No biggie, so we expected to be contacted via the app letting us know our room would be ready. After driving for 7 hours and expecting to get to our room at 3 pm. We heard nothing. We had other plans so we went ahead with those, with our bags in tow, which I don't like doing. My wife calls at about 6pm and speaks to a rude, arrogant front desk manager, Ryan. Ryan tells my wife it's her fault the room wasn't ready and it wouldn't be ready until 6:30. He said we could have chosen another room....Really???? My wife isn't housekeeping. We get back to the hotel after 10pm. To find a sign that reads, clerk has stepped away. 22 minutes later we finally get checked in. No cookies or water, which is what we were excited for lol 😆 Get a cart, load up and head to the elevators... Only 1 was working. There was a line of people waiting to get on. We get into our room at 11:15pm, to find only 2 towels, 1 wash cloth and this nasty stain on the back of the bathroom door. Don't know what it was. Day 1 complete. My wife goes down next morning and tells the front desk about the stain and towels, she says ok we'll get right on it. 25 minutes later, no one. I see housekeeping in the hall way. I asked her if she had our room on her list and she said yes, for regular service. I asked so no one told you that we are short towels and the bathroom door is dirty, she said nope. She comes quick and takes care of it. We go talk to Ryan and he was still rude and arrogant and still tried to blame the room not being ready on my wife. Unbelievable. He tells us he is going to give us points on our account and did apologize for being rude. We head out to the pool.... Main pool looked awesome. A smaller pool was extremely dirty and the water was green. Next to that was a hot tub that was also disgusting. The floor had grime and appeared to have algae growing. We checked out today and still had not seen points added to our account. We talked to Jhoy who told us she would take care of it. I told her I wanted to speak to Ryan's boss and she said that was the GM, Scott. It's been 9 hours since we checked out. No phone call from Scott or Jhoy. This place in serious need of new management. It's run down and dirty and the front desk staff need to be retrained....