AC Hotel Phoenix Downtown — Hotel in Phoenix

Our experience was not pleasant at this AC location.

As this was our first time visiting Phoenix, my husband and I chose your hotel because we are familiar with the AC brand. We stood at your hotel for a week to celebrate our honeymoon. We do regret choosing your location as the service we received did not align with the service typical of AC.

Day and evening front staff staff lack general hospitality and customer service disposition. They constantly are at a loss when asked general questions about offerings at the hotel and the surrounding area. Marriott bonvoy status was not acknowledged nor honored. Information on housekeeping and room cleaning was not consistent. When provided housekeeping was incomplete and not cleanly.

We put in two requests with the front desk during our stay, neither of which were attended to in a timely matter. The first was to change the shower body wash (it was empty at check in) and fix the bathroom sliding door. We asked for this in the morning and when we returned to our room at 7pm it was not done. There is more detail about this in the engineer section below. The other request which we made early in our stay was to remove the parking charge for the last day since we knew we would be returning our rental car early on the 2nd. This was not done and on the day of our  checkout (at 3:30am)before departing I had to discuss this with the overnight front desk staff to fix.

The elevator stopped working New Year’s Eve and when I notified the front desk I received no apology from them or the manager on shift. In fact, there was never an apology issued by management for any of the negative experiences we encountered.

Even at the very end, our farewell was not pleasant. Our check out invoice was sent before we checked out, AND with an incorrect charge.

My husband and I do want to commend both Keenan and the overnight front desk staff staff who were consistently incredibly warm, welcoming, service oriented and overall amazing human beings however they are the exception in...

I just checked into the AC Hotel in the downtown Phoenix area and ended up not staying for 1 hour. I first had technical issues with a work laptop and couldn’t login. I thought the AC Hotel would have a business center available for guests, only to find out that the business at the AC Hotel downtown Phoenix location was not operating for technical reasons. I asked the front desk if there were any alternatives for have access to a business center with 24 hr working computers for work purposes. The gentleman at the front desk notified me about the Sheraton Hotel around the block and they had a business center. I called the Sheraton Downtown Phoenix location and asked about their business center. I would have to be a guest at their location to use their business center. So I decided to call the AC Hotel to look at my options and left with canceling my booking there followed by starting a new booking at the Sheraton. I asked both locations if their able to price match since a business center is my main reason for booking with any Marriott hotel(s). Unfortunately both locations could not do so and I had to call the Marriott International Customer Service line. I was put through a circle of departments and no help whatsoever, twice!! I can’t believe the Marriott brand along with the AC Hotel have fallen far below the satisfactory expectations for their guests. Like I understand under the COVID-19 pandemic but that’s past. No where on the BONVOY app did it mention the AC Hotel did not have a operating business center available for their guests.

I ended canceling my booking with the AC Hotel and had to book with The Renaissance Hotel Downtown Phoenix instead. I even ended up paying like an extra $300. At the end of the day I can’t the wonder employees at the properties but I can say this will be my last booking with Marriott in general. I was not pleased nor satisfied with my...

I was billed by this hotel twice for my stay in early June, and I have spent over a month going back and forth with them disputing the charge, with no progress so far.

After several weeks, they processed a refund, however, they sent the refund to a card that I do not own. They claimed that they never charged my card for it when it was clearly posted on my credit card statement.

The manager who finally spoke to me directly after a month then told me to file a fraud claim with the credit card company since they "never charged on that card for that amount." They never even gave me a receipt for this transaction, so the only way I can prove they charged me was with my credit card statement, which they refused to accept since they didnt have this transaction in their system. So that means they either have an employee that is actually committing fraud, or they are grossly incompetent and refuse to admit when they make mistakes.

He constantly kept saying that it was "my truth" that the card was charged, insinuating that I may be lying to him. The manager even had the audacity to say that I was threatening them when I said that I will be reaching out to them about the dispute again, and promptly hung up on me.

Absolutely appalling behavior from management, I now have to file a fraud claim and wait weeks to be reimbursed for a room that I was billed twice for, if I'm even reimbursed at all. Avoid this branch at all costs, there is a risk that you will be swindled and ignored. Worst hotel I ever dealt with.

Edit: The response below mine is laughable. They clearly copy and paste this response for every customer they neglect. The apology is meaningless until the chargeback...