DoubleTree by Hilton Phoenix Mesa — Hotel in Mesa

I have previously stayed here before with my young children, without issue.

On Easter 2024, since our young sons enjoyed the layout of the hotel previously, we brought them the night before Easter, to wake up to extra eggs and baskets in the hotel, as a fun getaway from home.

We waited until 430 am to cover the room with eggs when our kids were sleeping, and put out their filled baskets, as well as empty baskets to collect the eggs. I have a receipt and probably spent about $95 on eggs filled with their favorite candies and characters, special “golden eggs,” - things very young kids like to find from the Easter Bunny.

I assumed the hotel would respect children on such a holiday. My husband left the room every 30-60 minutes to check on the eggs we put outside of our room in a non-used hallway (opposite any elevators), assuming the guests next to us (decades older than even us, the parents of our young children), would be respectful.

Instead, a guest in her 50-60s (absolute lowest age estimate) took it upon herself to STEAL EGGS from children.

I went to the front desk, my kids sad with empty baskets, expecting management to be equally in approving of guests who blatantly steal items they did or purchase. No grown adult needs to steal from children, period.

When expressing this, the manager shamed ME and implied I was stupid, despite me telling him I checked on the eggs every few minutes. The woman responsible waited until she heard the kids open the door, and ran downstairs to “beat” me to the front desk, to try to rationalize her blatant theft.

Given we spent our money as repeat guests in this hotel on Easter, I genuinely assumed management would try to correct the situation.

Instead, I was met by the man at the counter on 3/31 around 830-9am, who told me it is MY fault and I quote “the other guest(s) probably thought it was theirs.”

I replied with, “I didn’t think this was the type of environment that was supportive of grown adults and adult “children” 18+ stealing from five year olds. I was berated further and told it was “MY FAULT,” as I “should have known the guests would have thought it was their property.”

I replied with, “women decades years older than even me are blatantly aware 1) they did not purchase the property 2) it is obviously left for very young children and 3) it takes am especially immoral person to steal from five year olds.”

I was again, offered zero apologies or remedies. The guest who admitted to it was coddled and spoken to with respect. I felt like I was in the twilight zone.

DO NOT stay here unless you like being told your property being stolen is your fault, and the person who steals it “thought it was theirs.” It seems petty to file a police report but a crime is a crime and I’m filing one regardless, as well as complaints for the way I was treated when guests who commit crimes (whether you don’t care about children and deem them “silly” or not- my kids are only young ONCR and the magic from the Easter Bunny isn’t something that can be replaced and any remotely decent person or staff would not condone this behavior) should the hotel decide to double down and not offer my family a remedy for the way they treated us, and coddled the thief.

Note: I am aware it is not the hotel’s fault. However, refusing to tell the thief to return the stolen property to five year olds and refusing to tell them their hotel doesn’t stand for blatant theft (Like I said, I checked on the eggs every few minutes so the woman waited to steal them until a period in between our checks, further speaking to her intent). Camera footage would prove all of this.

If this hotel doesn’t do right by patrons who pay money and would have been guests who return again and again and spend money, (us), and do nothing before checkout, I will address this issue to the fullest.

If you’re looking for a family friendly hotel with basic morals and respect, this is not it.

I will update my review should they decide to address this...

The front desk person was very nice and informative but that's where the compliments stop. Parking is terrible. "park at your own risk" signs cover one side of the building, warning that there's a golf course next door and your car can be damaged. The other side of the building only allowed access to a few rows of parking spots, the rest of the parking was roped off with caution tape. Considering I was there for an event, the lack of "safe" parking was a concern. The room was noisy. The freeway noise was audible especially when the traffic was heavy. The bar in the atrium echoed badly. I could hear loud conversations and the banging of dishes and utensils a majority of the evening. There is a curfew and the noise did die down at 10pm, but it was very loud until then. After the bar finally quieted down, my neighbors (maybe above me?) were running around on the tile floor and dropping things on the tile. there was no sound buffer, the banging kept startling me awake. The room was not what I expected for the price. The room was VERY dark. there were no ceiling lights, only lamps. Even with every lamp in the room on it, was still somewhat dark. The lamps all had blue-ish white LED lights. I get it, save that electric bill, but wow it made that room feel STERILE in a really unpleasant way. It did seem clean, so at least there was that. The bathroom is a death trap. The shower has a glass wall and a glass door. To reach the faucet to turn the water on, you have to lean around the glass wall and turn it 270° almost a full titation, all the while trying not to get blasted in the face with freezing cold spray, which was unpleasant. Now onto the dangerous part. When you turn the water on, and scramble out of the way, the water spews out of the shower door and onto EXTREMELY slick tile. I won't lie, I slipped on it myself, and bruised my ankle on the step into the shower. I am a bit clumsy, but I shouldn't have to risk my life turning on a shower in a hotel. I was lucky and caught myself on the shower door and it held my weight. This could have been a lot worse if it hadn't. Next point is the event space. I live in Arizona and am no stranger to the heat here, but the temperature in the event space was out of control. The side of the room I was on was EXTREMELY hot and uncomfortable and apparently the opposite side of the room was frigid. It was very frustrating. I've been to conventions before and while they do sometimes get hot, this was by far the worst I've ever experienced. If it weren't for everything else I wouldn't even mention it, but also minor inconvenience, there were no room service menues in the room, and I wasnt able to find menus easily online for the restaurant, bar, or room service. I ended up driving down the street to pick up food. All the staff I interacted with were great, but the design was badly done for all the reasons above. I wouldn't stay here again unless I had to, and certainly not for the...

I would like to start this out with the fact that I am currently a Hilton employee, and I'm having to leave a review for my own chain. It is sad.

I hadn't event checked in yet and I already started having issues, I specifically picked this place for the high floor, I paid extra to have a "higher floor" for my room and the day before, the app let me choose what room I wanted. Cool! I found a room on the 8th floor but it wasn't a king like I originally booked, it said the only avaliable rooms on the 8th floor were 4 queen junior sweets for ANOTHER $25 extra, I chose that so that we could be on the 8th floor. I checked the app the day of, to make sure that we are on the correct floor still and they have us on floor 2. I called the lady, and she told me they had sold out of the kings for the weekend, so she "gave me an upgrade" to be nice and put me on the second floor. Uhm... no... I tell her that I was the one that did it on the app the night prior and she argued with me, I ended up telling her I just wanted a room on the 8th floor and she told me they didn't have any queen junior sweets on the 8th floor and I was wrong. I told her I didn't care. I wanted either a king or a queen room on the highest floor. She put me on hold and then hung up on me. I called her back, and she didn't even answer the phone like a different guest might have been calling. She answered by telling me what room number I was. 1st issue was the fact she was trying to play it off like she was doing me a favor by "upgrading" me to a smaller bed on a lower floor when it specifically says I paid for a king "higher floor" when I already paid extra for the upgrade for the room with the smaller beds but the suite attached also. 2nd issue was the fact that she started arguing with me like I was the one putting her out of her money. I live 15 minutes away. If I wanted a 2nd floor room I would stay at my place. And then she hung up on me, that's what started to get me angry, and she didn't even apologize. She was incredibly unprofessional, and I really hope they re-train her.

We finally got to the hotel, and check-in was easy, cool. They didn't warn me that there was a full-on wedding going on in the lobby. The wedding party was completely blocking the back elevator so we had to go around the hotel to use the front elevators so as to not walk into the ceremony and then go back all the way around to our room. (They put us in the room across from the back elevator, so the most convenient way to get there with all of our stuff would have been through that elevator.)

The room was alright except for the fact that the bathroom smelled like a sewer when we got there so we had to keep the light/fan on the whole time we were there just because if we didn't keep the bathroom light/fan on it would have smelled the entire time...