DoubleTree Suites by Hilton Hotel Phoenix — Hotel in Phoenix

The owner/management of this hotel are slum lords.

Upon check in to a 2 queen bedroom with my 3-year old son, the temperature was unbearably hot. 80 degrees! The air conditioner was already set to 68 and it was obvious the AC wasn't keeping up and wasn't going to get much better. The AC was working to some degree, because if it wasn't it would have been over 90 degrees in the 105 degree heat. I called downstairs to have maintenance come up while I went downstairs for dinner. They called me and said they would need to move me to a 1 King bed room. Upon check-in to the 2nd bedroom, it was slightly better than the first when it came to temperature, but again it was unbearably hot. I was sweating and now sharing a King bed with my toddler who was telling me it was hot. I couldn't sleep all night. I left the hotel early for my flight totally unrested. 0 minutes of sleep and I'm usually a sound sleeper.

For my work, I'm in a hotel 2-3 times a week! Every week! All year long! And I have to go down to the front desk and ask for a new room about every 6 weeks across various hotels in the United States and other countries. What does that tell you? That AC units have an extreme failure rate in hotels compared to your own home's AC unit? Or that these greedy capitalists pigs try to do the bare minimum in maintenance and proper HVAC system design to reduce cuts to their profit margins and they just hope enough people who get into these totally unacceptable rooms will either accept a partial refund in terms of Hilton points, or they'll accept a King room when they wanted a double Queen and would have chosen another hotel property had they known this was going to be their fate for the night? I submit to you that there is only a tiny fraction of these AC incidents that are genuine AC mechanical failures. The rest are the product of greedy slum lords who know they are selling you a defective product and know you won't want to go through the struggle or the fight with them over it.

The management of this hotel responds to nearly every negative review and accuses almost every guest on these review platforms of "lying on social media." Who are you going to trust? Who do you think the liar is? Is it the numerous guests with complaints? Or is it the management who accuses nearly every single bad review of being a lie? You won't find other hotels of this brand with the management accusing people of lying.

After days of calling the hotel for management and being told again and again and again that my call would be returned within an hour, or within 20 minutes, or whatever, I finally got ahold of the manager. And after explaining my situation, I said I would like a full refund, and the management said they would allow the full refund "this one time."

Telling me "this one time" was the last straw for me. I wasn't going to write a negative review, but because of this outrageous comment, I'm taking time out of my day now to write this review. How DARE you give me 2 rooms that are miserably hot and then THREATEN to not compensate me again if this were to happen to me again. Excuse me, but if you can't provide the room in the condition you promised it to be in, then you will owe me a refund EVERY SINGLE TIME you screw me over like that. There is no "only this time." If this hotel tries to screw me out of even a single dollar, I will be filing a lawsuit in court and canceling credit card transactions purely on f-ing principle. After several YEARS of staying in hotels for 2-3 nights a week for my job, this is the first time I have EVER asked for a full refund. I'm not some serial "refund scam artist." You just have a sh--ty hotel! And your clients deserve the room they...

I’m going to preface this review by saying I worked at a hotel for 4 years and I doubt that much has changed in a year; however, I did not work with the Hilton brand so maybe it’s just a difference in standards.

We’ll just work our way from bad to good. First, the shower in 409 would sputter when on for about 5-10 minutes, a decent amount of chairs in the pool area were ripped to the point where they’re a potential tripping hazard if someone were to get they’re leg stuck when getting up, the pool wasn’t cleaned until the morning so there were many times where alcohol and glasses were near the pool because the pool hadn’t been picked up yet, and finally the garbage closest to the lobby is in direct sunlight for most of the day meaning you get hit with the smell of hot, rotting garbage when coming in and out. All of these things are minor in themselves but added up to the point where I asked if I could check-out a few days early. Now I had asked past check-out time so I told the desk I understand paying for the rest of the night/day, but not for the 2 extra days that would be unused. They stated that due to policy I would still be charged for the entire stay regardless of when I check-out so I ended up just staying. I understand the staff can’t do anything about policy so I’m not upset there. Please just keep that in mind when booking with them. After I had officially checked out for my stay, I was called once while boarding my flight home. Unfortunately, I couldn’t answer and figured they would leave a voicemail if it was something important or pertaining to my stay; however, I never received one. The next day, I saw that they had charged me a $30 late check-out fee and then had decided I didn’t actually leave at all and charge me for an entire extra night on top of the fee. Assuming that this was a mistake, I reached out to their billing department with no luck. After rating the hotel poorly, I received a message from the assistant front desk manager asking what had happened that made the stay poor and to reach out by calling the hotel. I responded to let them know I was having an issue with my bill and had reached out but never received a callback. They then answered saying the charges were correct and they had determined that I didn’t leave on time. I responded explaining that I had physically handed my keys over to the desk at 11:45am and was on their shuttle by 12:05 to get back to the airport which is within the noon check-out time. I also explained that had housekeeping checked, it would’ve been obvious that no one was using the room since I pulled all the sheets and towels I had used and put them in a pile in the living area to make it easier for housekeeping to grab. I also said I would send photo I.D that they could verify with the cameras if needed to prove my story. After receiving timely responses before stating the facts of the matter, I then received no response back even after reaching out again the next day. I think when you’re accusing people of being in a room past the time they were supposed to be out, it is courtesy to leave a voicemail letting them know you see they’re still in need of the room so that mistakes like this don’t happen or to at least respond after accusing your guests of not checking out. Maybe that’s just a courtesy other hotel brands have though.

Overall, the stay was not great; however, I would like to note that the front desk staff I encountered, as well as the staff with maintenance and housekeeping, were all exceptionally kind and helpful with any...

EDIT

I originally didn’t type the incident that occurred, I just posted the title and the photos/videos. However, since the hotel responded calling me a liar, I would like to further elaborate. I checked into this hotel around midnight 10/16-17. The hotel was a suite paid for by my employer. I sit on one bed, and grab a pillow to support myself only to find what i thought was lint and went to pinch it away. Only to realize that it was a bug on the pillow. I then decided to inspect the mattress. When i peel back the covers and mattress pad,i see the dead bugs and two more that were alive (that i recorded in the pictures and video below). I contacted the front desk and he said he’d send someone up with a new room key. 30-45 mins later, nobody came, so i grabbed all of my belongings and went to the lobby. The lobby was empty and the front desk guy said he didn’t send anyone up and that there are no more rooms. I waited another 20 mins before he magically found a room for me. I get to the next room which had no bugs, but hair and dried blood on the sheets. I chose to keep this room and not sleep in the bed since my stay was now less than 7 hrs. I tried to speak with a manager in the morning because I didn’t want anyone else given the room. The manager wasn’t apologetic and kept telling me I was making “claims” and she’d flag the room to get inspected. I told her about nobody coming to the room to see the bugs and she told me it’s their protocol for the employee to NOT come up when a claim is made so that they’re not affected.(affect the customer not the employee) She then got agitated and asked me what I wanted from the situation and i told her to keep people out of the room and to investigate it. She claimed she would and we hung up. SHE NEVER ASKED FOR MY INFO TO FOLLOW UP ON THE INVESTIGATION. Therefore, the hotel NEVER contacted me personally. I contacted my employer in the event that i DID come in contact with bed bugs, so that I wasn’t put in contact with other people. So I’m sure my company contacted the hotel. I STAND FIRM IN MY STATEMENT THAT THERE WERE BUGS IN MY BED. While your investigation has cleared you of bed bugs, it doesn’t negate the bugs that were in the bed in my suite. Nobody came to assist me nor investigate while the incident was happening. I’m glad you don’t have bed bugs but I’m sure none of your guests including myself pay to have your bugs accompany us in your bedding. Disgusting accommodations and disgusting accusation. Do better Hilton.

Bed bugs....