DoubleTree by Hilton Phoenix North — Hotel in Phoenix

For the record, the perfect score in my head was a 2.8. I don’t enjoy giving negative reviews but I have to be honest about my opinion for those who are looking to stay here in the future. The absolute best part about this hotel is that you are near everything and within walking distance from a lot of things. You have Hooters, Panera, Texas Roadhouse, Chic Fil A, and the list goes on within walking distance. You’re also very near to Walmart, Pappadeux, Bobby Q and the freeway which made it easy to find places to eat. We were just 20 minutes from the stadium as well.

Now on to the hotel. The employees at the front desk were friendly and professional but nothing stood out for me to rate the service outstanding. The entire hotel seemed very run down with a musty smell. It was obvious that the bare minimum has been done to keep it afloat - no love put into it at all and it shows. The carpet in the hallways are very dirty. The ice machines were out of order and the one that worked was covered all over with tape. Our room smelled like cologne and mildew combined. The floor, the sheets, and towels all appear to have stains. Looked like the sheets and towels were washed but some stains wouldn’t come out so in my opinion, those need to be tossed and not put back for customer use. It should also be noted that the coffee maker is located INSIDE the bathroom which I found very odd. We also had a lot of trouble getting in and out of door. My key only worked once and then sometimes it would work outside and not inside. We think the issue came when my boyfriend decided to use the “smart key” on his phone and it may have deactivated the others, which defeats the purpose of having multiple keys. We had to do A LOT of walking back and forth anytime our hotel keys wouldn’t work. We would enter towards the entrance on the opposite side and then go up the stairs to our room. When our key wouldn’t work, we would have to go allll the way around towards the front to use the elevators and then walk alll they way back. It was very frustrating. The middle entrance is completely covered in pigeon poop and the only entrance available after 10 is the main entrance which is also very frustrating considering we parked our car on the opposite side of the hotel so we had to do double the walking. Not sure what the reason is behind that but a key should give customer access to enter the doors regardless of the time.

The pool area is also somewhat abandoned. Our key of course didn’t work, so someone had to exit the pool to let us in. There were broken chairs and debris on floors and chairs. We lasted about 15 minutes before we decided to leave. At the time I decided to go to the bar around 11:30. It was clear that the bar was closed that there was no way of getting a drink anywhere in the hotel. When I walked in just to take a look, a young lady looked at me with a frustrated look and told me the buffet was closed. I didn’t ask and wasn’t interested in the food but it was clear that my presence annoyed her. When I attempted to go up to the front desk to ask a question, the lady decided it was more important to engage in conversation with another worker. I stood there for about 2 minutes before she told him that someone was behind him. While walking the hallway back to out our room we can hear several members of I believe were the engineering team, using vulgar language loud enough for customers to hear down the hall.

The price is great and because it’s Hilton we gave them the benefit of the doubt but if I’m being honest, I wouldn’t recommend this specific Hilton hotel to anyone. We previously stayed at an Embassy Suites and were taken a back by how beautiful and outstanding the service was...

I stayed here begging of February. it was awful totally unexpected for being the Hilton. when we first got there we were waiting in line there was a drunk girl checking in behind us who went to the lobby and got herself another drink and started drinking behind us. the people in front of us were offered the complimentary cookies we were not offered I thought it was like maybe a member thing until I got into elevator and seen the banner board which says "enjoy our complimentary warm cookies when checking in at front desk" we'll something close to that. we get to our room I set down my stuff it was late btw maybe 10 at night. we go into shower and noticed the was blonde hair strands I come out to the sink to brush my teeth I moved tissue box and there was a big white pill I did not touch since I didn't know what it was. I go to bed and moved the blankets and there was some bug on it IDK it was really gross there was just crap so over the bed. I went to call to front desk and the phone was sticky. I ended up using my cell phone. they said come down we will switch you rooms but acted like it wasn't that big of deal. the guy apologized repeatedly and I made a joke of it cuz he was really nice made a joke about we had to deal with all of this and we didn't even get our cookies so he gave us a couple we switched rooms. which was like a couple rooms down the way. I can't really remember but I think our room number was 304 and endex up on 307. we get to next room there we turn on lap and there was a stain on the shade no idea what it was. and one of the beds had some stuff looked like it haven't been cleaned the blankets were wrinkled. but at this point it was late we were tired. the shower was clean so we washed up nextand laid in the other bed. cuz what were we going to do continue to keep moving it was late. by this time it's midnight we had to be at work at 3 so we just dealt with it. we told them and was advised we would be discounted. I called never was able to speak to a manager didn't see a discount reflection on my account. I finally spoke with Ty left multiple VM gave her full information she started she would return call . never got a call back. I called again spoke with a nice girl stated Ty will not be back in office until next week. so I was appalled that this was not addressed before she left. I know at my job I can't leave things undone or addressed either it would be left to someone else to fu or I would have to have completed before leaving. either way it would be addressed before I'm out of office. the girl states this should have been dealt with already. she apologized multiple times started she will send out email with my number this was last week 2/20/2025. still haven't had a call back from anyone. At this point I'm seriously fed up with lack of and the unwillingness to provide excellent customer service by having a solution to the problem. it's been weeks. I have never had so much trouble getting a resolution for jimminy sakes even fast food places resolve issues quicker this. this is the Hilton we're taking about. I understand the location is questionable but this hotel should not be I'm extremely disappointed and will be calling tomorrow to speak to...

I frantically tried to share my disappointment with hotel management privately but they refused to talk with me after 3 attempts. I know am a little worm so my comments wouldn't matter but at least it will prevent the next guest from experiencing what I went through. You can see that I gave the rooms and location good rating but had a 1 star for the service. Tells you about my objectivity.

I booked 3 rooms for my GCU doctoral graduation for myself and family members (including school kids). My first disappointment was at check-in. The front desk staff is the worst hotel staff I have encountered and mind you I worked for Marriot for years and I know how to treat people with empathy. She told me that I only had 2 but not 3 rooms reserved and I had to dig through multiple emails to prove that I booked 3 rooms. I paid almost $900 for the rooms so that is not cheap.

She simply appeared unperturbed even though I had a large group including disgruntled kids who had been up since 6am CT and had to be taken from school straight to the airport for a 4 hour flight to PHX. Whilst we were going back and forth, there was another staff which I expected to come to help but not no.

Worst of all she told me that she didn't have any queen beds and that she could give us refund to go look for other hotels. Mind you, my family included people who had travelled all the way from London, UK and had to endure another 6-8 hours flying out to PHX. So to flatly tell us that we could get a refund and go elsewhere revealed the lack of empathy and lack of basic respect for human beings (perhaps people of color).

Interesting she was the same person I encountered when i was checking out. I guess she forgot that she checked me in so she was surprised when I told her my stay was worse. As stated earlier, I didn't want to put this out publicly but discuss it privately with the manager but the mere fact that they did not bother calling me back after 3 attempts, tells me the kind of service level they offer at this hotel. Please ensure that you are treated with respect should you decide to stay...