Delta Hotels Phoenix Mesa — Hotel in Mesa

TLDR: I made a confirmed, nonrefundable reservation for a room with 2 queen beds (and 4 people) more than a month before my arrival date. Delta Hotels Marriott failed to meet their obligations by providing a room with only 1 queen bed (and no sleeper sofa) and did not even make an effort to find equivalent accommodations, including not offering me a room with a sleeper sofa or even offering to relocate me to another sister hotel sufficiently, even though it was their mistake.

The longer story:

I made a reservation more than 5 weeks before the this weekend for an event in Mesa for a room with two queen beds for 3 adults and 1 teenager. This was a confirmed, nonrefundable reservation through Chase Sapphire Travel. When I arrived and checked the room, I discovered that there was only 1 queen bed. I let the staff and the supervisor know that this room was not what was reserved and certainly inadequate. The staff said they were fully booked but there was a queen sofa in the room that I could use. I let them know there was not a sleeper sofa in the room (the staff don't even know their own rooms). I said that they could provide me with another room that had 1 queen bed as an alternative, and the one of the staff said, "So, you want two rooms for the price of one?". At which, I responded, "I only got 1/2 of the room that I reserved for the price of one. So, yes."

The Delta Hotel Marriot supervisor told me that they could try to find a room at another Marriott location (only after I suggested this option) but that they would charge me the price difference at another hotel if the price was greater, or they could give me a refund. During my discussions with Delta Hotel staff, the Delta hotel staff said two big lies. First lie: they said that they could bump any reservation through a third-party site due as stated on their reservation policies I received at confirmation. I told Chase Sapphire Travel (who helped me resolve this ultimately, see below) about this statement from the hotel staff and after reading their copy of the policy, they confirmed this was not in any policy and was a lie. When I informed the supervisor about this discrepancy, he said that it was actually in the contract between businesses. Second lie: they said I could ask for rollaway beds, and when I later asked for two, the supervisor said they could only provide one since it was a fire code issue. When I told one of the staff that this would mean one of my party would be sleeping on the floor if we stayed in this room, she said two people could fit on the rollaway bed, which if you've ever seen a twin bed, two adults cannot sleep on their rollaway beds.

I finally resorted to having Chase Sapphire Travel relocate me to better accommodations at a Hyatt. Let me just make a final comment about the Delta Hotel staff. On that day, the Chase Sapphire Travel help desk staff member called the Delta Hotel Marriot to facilitate discussions for alternative accommodations, and at one point, the Chase representative let me know that the Delta hotel supervisor said he was working on it. I was sitting in the lobby while I was talking to her (and the staff knew this), and I let her know that the supervisor was just relaxing and joking around with one of the female staff who was just checking the register -- he was certainly not "working hard", more like "hardly working". Then, the entire front desk staff and the staff from the bar across the lobby were joking around and trying to see who could jump and touch the ceiling. The Delta Hotel front desktop staff clearly wasn't taking their jobs seriously that day when guests had accommodation issues at hand.

When I asked for the Delta Hotel manager's name, I was given the card of the "Front Office Manager", I. Nammari. I left a message for this person, but I still haven't received a call back from the supposed Delta Hotel Front Office Manager. I also haven't yet received a refund.

I recommend staying away from the Delta Marriot hotel...

This Marriott chain hotel offers a standard experience. We checked in around 1pm and were right away charged with a $25 early check-in fee, which isn't common and normallyprovided for free, unless the hotel is fully booked, which wasn't the case on that day..

Post check-in, we discovered the AC in our assigned room was faulty. In addition to that, the oitside temperature was 110°F. Despite setting it to 67 degrees, the room remained at an uncomfortable 75 degrees. Maintenance confirmed the AC's malfunction and prompted us to move to another room with partially functional AC.

The MOST concerning part of our stay unfolded the next day. A surprising $300 charge appeared on our credit card, which was unexpected considering our entire stay had been prepaid. Although we were briefed about a $55 hold for incidentals, which was fine, but this $300 hold wasn't disclosed upfront at all, not at the time of check in, nor at the time of reservation. After inquiring it about the charge, we were told the thee hold is for $55 PER DAY, which is unheard-of!!! Its also messed up that there is ABSOLUTELY no mention of it anywhere (not when booking the reservation, not on their website). While we were fortunate to have enough credit, others might not be as prepared for this unanticipated charge, and who knows what the solution would be in that case.

While the mattresses were comfortable, the challenge lay in cooling the rooms effectively. This could pose difficulties for those who struggle to sleep in warmer environments.

The hotel features a breathtaking view of surrounding areas, almost the entire city, and the mountains that circle the city. There is a really pleasant pool area operating from 6 am to 10 pm. Extending these hours to 24/7 should be considered, especially since there are no lifeguards or other staff members that would prevent the pool area from being open longer. Additionally, addressing the restriction on delivery drivers could simplify food delivery, although it isn't a big deal to have to go downstairs to pick up the orders.

For better guest satisfaction, there needs to be transparent communication about potential charges like the early check-in fee is advisable, or deppsit holds, etc. Also, there needs to be a regular maintenance of amenities such as AC units that can prevent disruptions and inconvenience during a guest's stay.

Be very careful around the hotel, especially in the parking lots. It does feel quite sketchy, and there are a lot of drunk people in the area because of the nearby bars.

Regarding dining, online access to the hotel restaurant's menu would be convenient for guests, aiding meal planning and choice between dining in or ordering delivery.

In summary, the hotel only receives ⭐️⭐️⭐️ rating from me, which is unfortunate as it does have potential. The premises and staff are satisfactory, though there's room for improvement. While I might consider returning, I'd definitely FIRST would explore and likely prefer alternative hotels with...

Stayed from 2019 Oct 25-27th; accessable room.

First time staying at a Marriott property. The hotel is modern and pleasant; one of the restaurants is open immediately to the left when you enter from the main entrance. Free wifi network access, though I can't comment how fast. Paid wifi access is $6/day and I got 11Mb/s - fast enough for 1080 Netflix, and can support multiple computers for multiplayer gaming. The AT&T tower nearby gave me faster speeds (18Mb/s) when I did my testing, so that's something to consider vs $6/day.

Double beds are comfy, pillows are excessive but it's nice to have more than needed instead of needing more than you have. Rooms and bathrooms are smaller than at competing national chains, but still acceptable. HBO Go is free for the duration of your stay via the TV, and YouTube, Netflix and Showtime are also available (subscription needed) via TV.

Bathroom has free shamooo/conditioner/body wash/body lotion, but not very much for quantity per bottle, so expect to request additional bottles for longer stays. Lots of wall outlets - center lamp, 4 on the desk, plus a few on the walls themselves. USB power outlets also on center light, center alarm clock, and desk.

Safe in closet, fridge in desk cubbies. A/C unit works well, and is easy to operate (just set temperature, it'll do the rest).

Front restaurant is pricy - $20 for a burger, side item, and a pitiful ~8oz Pepsi. The front desk 'store' offers 20oz Pepsi products @ $4 each, better value (still terrible, but not as terrible).

Staff is nice and helpful - if a bit understaffed. Remember to be patient, they're doing their best.

Detatched meeting halls are nice, with lots of space for different activities.

My only complaints: there is no ethernet available in the rooms; the TV has additional source options, but they appear to be disabled (chromecast, computer, etc is a no-go); the housekeeping is a tad in a hurry (I was walked in on while in the bathroom..); and the biggest thing, I was on the ground floor and it appeared that whenever someone in a floor above (not sure, obviously) flushed the toilet, the water pressure would cause my toilet to demand a sacrifice and sing the song of its people. This, strangely, also happened with the shower drain, but I couldn't correlate it with any likely activity or timeframe. The toilet was easily in the dozens of times, the shower maybe a half-dozen. Keep in mind, I was not in my room from 10ish am to midnight except to eat and rest for a few minutes. So bear that in mind how often that occurs.

Even with the negatives in mind, I would...