Cambria Hotel Downtown Phoenix Convention Center — Hotel in Phoenix

I stayed at Cambria last week as we were celebrating a College graduation with family unfortunately our stay resulted in the worst experience. Our room was dirty full of heavy dust, and dingy smelly towels. I spoke with the Manager Cheryl the next day about our experience and explained I have bad allergies and voiced my concern about the our stay but she had a poor attitude & was extremely unprofessional. She declined my request to refund my account and asked me to email her the pictures and she would get back to me after speaking to her GM Jason. Cheryl did not keep her word and did not get back to me. I made several attempts to contact Jason & Cheryl but till this day I have not received a call. I had to file a complaint online because no one would call me back to address my refund it was super disappointing. Cheryl finally emailed me back Wednesday 9/13/23 stating she refunded my account. I checked with my Bank and they verified there was a second charge to my account from Cambria Hotel for the same amount posted today 9/15/23. Keep in mind my stay was 9/8/23. I tried to contact the Hotel to speak with Jason the GM and Cheryl the front desk Manager only to be treated poorly by the front desk associate by the name of Karen she brushed me off the phone mid sentence and sent me to Cheryl's voicemail. Unfortunately this has been the worst experience with a Hotel. So unprofessional and such a rude staff. I need this behavior to be addressed it's just not right. Cheryl could have avoided this situation if she would have responded back to me while the charge was in a pending status instead of waiting so long to get back to me. Cheryl's neglect in resolving this issue from the beginning has resulted in confusion and the worst customer service. This could have been resolved the day of instead of having to hassle now with TWO CHARGES. What a mess! I need a phone call by someone who can address my concerns. I am a rewards member but sadly will not return to this location I only stayed here for the first time because we had a family event. I would rather drive to the Chandler location where we have been many times and have had a Wonderful and delightful experience. The staff at that location are so kind and friendly not to...

Stayed here for a little staycation with my husband. Was so good!!! I'm actually here checking rates for another upcoming staycation/concert we are planning and realized I didn't leave a review about last time!

Really had no issues or improvement suggestions at all tbh! Was a very nice clean and comfortable stay! It's super worth what we paid! I'm back to book again, so obvs I'm a fan haha The workers were AWESOME. Genuine smiles and desire to help. They actually threw in something extra for us due to it being a slower weekend and we inquired on pricing for it. That was sooo kind and amazing of them. 🥹🫶🏻 and one of my absolute favorite parts of this hotel is THEY HAVE SONIC ICE. if you or anyone you know is an ice lover, you know how happy that makes us hahaha 🤣🥰

Also, I'll admit the reason I could not NOT leave a review rn is bc I just read thru lovely Darlas. Ya know? I truly hate the whole concept of reviews sometimes. Keep in mind ppl like lovely Darla aren't even speaking on what she ACTUALLY paid for, etc. She left a bad review bc the SEPARATELY leased and run restaurant wouldn't open a certain section just for Darla and co. aka her underage kid. Who also wasn't allowed in a 21+ space so apparently they went to bed sooo hungry and empty (oh no 😧😞) bc that specific restaurant wouldn't break laws for special Darla and idk I guess every other restaurant within driving/ubering/walking/delivery distance was randomly closed for business this night. Can you imagine how upsetting?! 😭🤣 tbh I'm thinking she hyped up the place to her daughter and was then embarrassed it didn't go as she envisioned and told daughter it would. Which is so silly and juvenile. 🤦🏼‍♀️

Oh, Darla, get it together, lady. Why tf would you admit to having great previous stays somewhere, but when you don't get your way the next, it's suddenly terrible? Clearly, you aren't a business owner, or you would know how frustrating - entitled eternally oppressed Karen's who lack the ability to be a bit subjective and fairly assess situations - can be. Do better. Smh.

Sorry to the rest of you for...

This hotel stands for exactly what it is — decent, but not without issues. The location and the room were nice, but the service and communication with staff left a lot to be desired.

Parking was one of the biggest problems. I paid for parking and was told by valet it would be $25 for three hours, since I only kept my car there for that amount of time. Instead, I was charged $41 for an overnight rate. When I brought this up to the front desk, I got conflicting information compared to what valet had told me. The lack of consistency between employees was frustrating, and I ended up having to pay more than expected. Clear communication between staff about pricing is really needed so customers aren’t misled.

There were also elevator issues during my stay. For one day, the elevator wouldn’t go to a specific floor, and the next day it was completely out of service for about 30 minutes. That was a major inconvenience for guests trying to get around the building.

Another downside was the service quality. During my stay on the second floor, I could barely use my phone. If I needed to make a call or check messages, I had to go down to the lobby, outside, or even to the stairwell just to get reception. That’s not ideal when you’re paying for comfort and convenience.

The rooftop ambience was nice, but the staff’s demeanor sometimes came across as “nice-nasty” — polite on the surface but with an attitude underneath.

On the positive side, the hotel’s location is great — right in the heart of downtown and just five minutes from the Phoenix Arena Center, making it easy to get to events and attractions.

Overall, I would rate this stay 3 out of 5 stars. With better staff communication, improved customer service, reliable amenities, and more transparency, this hotel could easily move...