Hampton Inn Phoenix/Anthem — Hotel in Phoenix

One bad apple can ruin everything. My experience at check in great. I want to highlight Michael at the front desk and the housekeeper who was setting up the breakfast area. These representatives were helpful, attentive, and provided great customer service. We get to mid day and all that great service was replaced by rudeness and bitterness. The representative refused to give her name but from all the bad reviews over the past 14 months that reference the same individual, we can determine that her name is Sonia. I had a simple request to use the manufacturer remote to the television in the room so that I change to input on the television so that my son could watch Netflix on his game system. “Sonia” refuses to provide the remote stating that “per management instructions, she was not permitted to hand out the master remote and that guest are not allowed to change the inputs on the television in the rooms.” The representatives before her had allowed me to use the remote and I returned it promptly, but the television powered off while taking a nap; so this why i had to go ask for the remote again. Sonia was very rude, and spoke with a nasty attitude. I tried to reason with her and explained that I had used the remote and returned it earlier in the day. She turned her back and went into the office, closing the door behind her abruptly. She took it an extra step to find out what room I was in and who had handed out the remote earlier, then called my room and repeated on the phone that the housekeeper should not have had provided the remote and I as a paying guest is not permitted to change the inputs on the television. Sonia has multiple similar reported rude guest encounters but yet she still is employed to “greet guest” and work the front desk. The beds in the rooms are comfortable, the showers are about a 3.5 out of 5, giving decent hot water but the water the faucet has a strong foul odor when you run the water in the sink. The ac units work better in some rooms than others. Overall the hotel itself is not bad. Your experience will result on what room you are assigned and who...

First off the room and breakfast was amazing and we had no problems there. That angry older lady that works in the front had greeted us with claiming we didn’t have a reservation even though we had confirmation codes. When we tried to show her se refused to look and told us we were not in the system after reading the number to her she magically found us in the system. She blamed us and did not apologize for her rudeness. After the at a few members of our party asked which steps were closer to our room and she angrily said doesn’t matter both are the same which was not true at all. We got to our room and our tv did not work so we asked for a new remote when we brought it back up it still didn’t work after telling the same person she claimed that she didn’t know why and that she couldn’t do any then told us to have a good night mid complaint. On night 2 we asked her if anyone delivered pizza to the hotel and she said nobody has delivered in months after one Google search and a phone call pizza was on its way and claimed they could see the hotel from their shop and they deliver here all the time. After we tried to use our phone to ask for some pillows it did not work. We went down to the mean lady agin and she gave us what she said was the lobby number after calling it was a fake number and went straight to voicemail and did not work. While we were in the lobby after the gym a nice gentleman was asking for a bar of soap for his room which everyone has in their bathroom she claimed that they don’t have any bars of soap and never have. 0/10 on the customer service this is the worst person to have in customer service. After reading some reviews we’re not the only one with this problem. I wish we had a name but she does not wear a name tag. The hotel would have been amazing and relaxing without her angry tone and...

I’ve never had such a horrible experience at a hotel or anywhere. The older woman at the front desk (white, heavy-set, with gray hair — no name tag) was not just rude — she was manipulative, aggressive, and even verbally abusive in front of my young children.

She threatened to call the cops, and showed absolutely no concern that my son was scared and crying because of her threats to have us arrested. I spoke to a kind employee before checking out and this employee knew exactly who I was talking about. They told me her name is TONI. I was also told that I am not the only one who’s had to file complaints about this TONI lady. I’m honestly surprised there aren’t a lot more reviews about her. I will be posting everything that happened after I get a hold of corporate.

I already explained everything to the manager, Lynn, over the phone and unfortunately she was of no help. I asked her if they can please check the cameras but she said she cannot disclose if they check cameras or not. Which is fine and I’m ok with that but the only thing she did was offer me an apology and said she will talk to her employee about this incident. But what good does that do if her employee, Toni, is obviously going to lie? My poor son was traumatized and I stayed up till 4am waiting for the cops to show up but they never did. Toni lied! She never called the police. I have the video of her saying she WILL be calling them. When I told Lynn that I read other reviews about Toni including one about her threatening other guests to call police she told me that was irrelevant.

The good thing is that I do have video proof and I’m hoping corporate will...