Hampton Inn & Suites Phoenix/Scottsdale — Hotel in Phoenix

The location is amazing, the rooms are relatively nice, and the amenities are decent. I’m giving this a 2 star review, because I stayed here for 5 nights, and did not have a single good experience with a staff member. I never made a fuss, but from the moment we walked in the door the staff was rude.

Our room has no view? Not a problem. The giant AC unit right outside of our window was super loud? I’m a hard sleeper. We had to evacuate the hotel at 10:00pm for a fire alarm? Things happen. The fire alarm on my floor keeps going until a maintenance person shows up to shut it off? I get it. Our room is a bit dingy? It’s old, I get it.

The issues we had were the staff’s customer service skills (or lack there of).

For example, we had a really late flight the day of checkout, so the night before, we asked if late checkout was a possibility. We were met with an angry “tomorrow!” We were taken aback, and replied “I’m sorry?” “You’ll have to check tomorrow. It should be fine.” We double checked on regular checkout times and that was that.

We woke up the next morning, before 7:00am, and my husband called the front desk to ask about late checkout. The woman very angrily replied that the slots were filled. I just wanted to clarify, because I thought it was strange that they were filled this early, so I walked to the front desk.

I said “I just wanted to check, is late checkout available?” (to clarify, I’ve never seen this woman before, and she has no way of knowing that my husband had just called). Before I could finish my sentence, she replied “No, no, no! It’s full!!” “Oh, I’m sorry, I’m surprised that it’s filled this early.” “It was filled last night.” “Oh, were we able to request it last night? I asked at the front desk and-“ “No! It’s for Diamond members! It’s full!!” “Oh, okay. I am a bit frustrated that they didn’t say that last night, we wouldn’t have been planning on it if we knew it was already filled.” “well it’s filled”.

No apology, no shred of politeness. Just yelled at me. I’m not even mad about no late checkout, I’m upset that it had been filled since we asked about it the night prior, and I’m quite upset that the staff yelled at me for literally just asking a question. I’m sure 1,000 people had already asked the same question, but it was my first time talking to her.

This was just one of the negative encounters with the staff. I’m very soft spoken, and RARELY am even a tiny bit confrontational, so it really surprised me at how coldly everyone treated my husband and me...

Worst hotel stay ever. The staff harassed me while I was there for three days. I had just has surgery and thought a quite stay at a hotel over the Christmas weekend would help with my recovery, especially since I would just sleep the entire time. Well First, construction kept me awake half of my first day. Second day , Dec. 26, 2017 the front desk girl in the evening at 1:00 am in the morning ask me for my credit card to place on file. She did not tell me she was going to charge my card for a four night stay plus extra fees, after I told her that I was going to stay on Christmas day oe more night. This girl argued with me when I called back and asked her why did she charge my card the full amount when I told her I was paying half cash and half credit . Then she insulted me and said the extra fees was in case I break something in the room. I just had surgery what could I break. She lied and said she did not charge my card, but after talking to my bank they said she did. When I ask for a manager there is none available. I had bank fees totaling $160.00 in bank fees for checks not going through, in addition to the hotel bill. The third day, I asked for late check out and some one knocks on my door at 12:00 to ask me if I am staying another night because I should be leaving. What is the point in late check out if you are going to harass the guest. When I checked out I paid half cash money. I was told the charge on my card would be refunded in three days. Meanwhile, I am wanting to believe the lie that they did not charge my card for 4 nights instead of 3. I contact my bank after I left the hotel and they did still charge me for 4 nights plus I gave them cash money for an extra night and I am without money and overdraw fees on my account. Know one in this hotel knows what they are doing. The front desk girl who caused the miess SHOULD BE FIRED for arguing, and insulting a guest. The only person who made my stay pleasant was Phil. He assisted me with a wheel chair and always tried to help make me comfortable. I live in Scottdale and thought this would be a Merry Christmas at the Hampton Inn in Scottdale. Instead it was a mess and a nightmare. You do not want to stay at this hotel. The staff is not friendly rude and unskilled in the hotel business. I worked for the Hilton in the past. I regret not staying at the Marriott.I do not recommend this hotel. Final note, as I was leaving other guests was...

Seems others have had great experiences, and mine probably would have been too, except there was an issue with the credit card and credit card agreement needed from my company. My company paid for my hotel online, but I was billed bc there was no agreement, my company nor I knew one was needed, there has to be a better way of communicating this need, more than "It's our policy" I can respect that, but had they questioned the credit card used to book versus my credit card, all could have been avoided. I gave them my card thinking, oh, well maybe they need it if I break something etc. So never questioned it till my husband called me seeing the full cost of hotel in our account. When i brought it to management attention I was just made to feel horrible, like it was my fault, I SHOULD have known. I really needed those funds in my account right then! I was very much inconvenienced then blamed for it. It would have been better if they were a little empathetic, and had SOME ownership, again I understand the miscommunication, but please take some ownership, and understanding how this may affect people! I don't have this kind of money just lying around waiting for it to be put back from my bank. I was very disheartened to say the least. On the positive side, it was very clean, I enjoyed the complementary coffee and breakfast bar, all was great except that one issue, like I said it would...