Hilton Phoenix Airport — Hotel in Phoenix

We were in Phoenix for one night, we took a flight to Phoenix and stayed overnight before a flight to St. George in the morning. The hotel is your basic Hilton. The room was fine. The bathroom was kind of small. Nothing to write home about one way or the other. But the situation with their airport shuttle was a real problem. We arrived at 6:25 AM for a 630 shuttle. There was a large line and we were the last people not to get on, but there were also people behind us who didn’t get on. This didn’t seem to be a surprise to the driver so it looks like it happens frequently. So in this situation, the hotel could do one of several things. First, they could tell the guests that they have to make a reservation for the shuttle in the morning because it’s busy and then take people with reservations first. Second, they could ask the guests in line what time their flight flights are and take the people with tighter flight times first. Third, I could offer to call taxi or Ubers for everyone who doesn’t get on and charge it to the hotel. Any of those options would be a reasonable way of dealing with overcrowding on the shuttle. Instead, the driver just took whoever happened to get there a minute or two earlier than the other guests. Even though one guest asked if he could get on as a single, the driver said no, but then took an airline employee who was behind in the line because “she has to get to her job.” OK, and other people had to get to their flights, and the airline employee could’ve done with the rest of us up doing which is call an Uber and pay for ourselves. We complain to the front desk and they said it’s a complementary shuttle so they’re not responsible if there’s no room on it. I’m sorry, but complementary doesn’t mean we give you service if we feel like it, obviously the shuttle price is built into your hotel room and we specifically stay at the Hilton rather than the Sheraton downtown that we really like because we wanted to take advantage of the shuttle that was advertised, not just to avoid paying round-trip Uber fare, but because that way we wouldn’t have to rely on the Uber showing up on time and so forth, which could be a problem on an early morning flight in our experience. One other thing guest should be aware of is that if you’re a gold member they give you $15 per person up to $30 for breakfast, but the breakfast buffet cost $24 and would be extremely difficult to get a breakfast for two for $30. This sort of thing is now held wide policy, but it makes staying at a Marriott with platinum status much more valuable compare compared to staying...

I was not a huge fan of this hotel. We stayed here as part of a conference and this did not choose the hotel on our own.

When we checked in, we were not given directions to our room, where to park, or a property map. It didn't occur to us to ask, as it seemed like the layout of the hotel was simple enough. There are about 70 guest rooms on each floor, however, so it is quite a walk to get to some of them. We were able to carry our luggage, but we would have grabbed a cart if we had known how far the walk to our room was. In addition, there is a second elevator that we just happened to stumble upon. Had we been properly directed, we could have made a much easier and shorter trip to our room by parking closer to that elevator and entering the building at that point rather than the main entrance. The front desk staff seemed to have difficulty locating a property map when asked for one. It really was frustrating to find out all the extra walking to and from our room was unnecessary.

The size and layout of the room was fine, and I appreciated that there were plenty of outlets on the nightstands and desk. I found the bed a little too firm, and very "springy." The A/C worked well at cooling the room, although I found the sound of it turning on and off frequently during the night to be disruptive. There was a lot of light from the bathroom reflecting into the sleeping area, enough so that it woke me when my significant other was getting ready in the morning.

The largest disappointment was the restaurant/bar. I had dinner in the bar one night, and then just an appetizer the next night. The quality of the food was not impressive, especially for the price paid. A ribeye dinner cost $32, and the steak I received was less than an inch thick - I asked for it to cooked medium rare, and I think it was cooked about as well as it could be considering how thin it was. It also did not appear to be a great cut of meat - it was not particularly flavorful and had a lot of unappealing fat (even considering it was a ribeye). I definitely did not feel like I received a $32 meal. I also ordered a "charcuterie" appetizer. There were a few slices of salami, a couple of slices of prosciutto, and some mozzarella cheese. There were, however, a fair amount of crackers and (something like Kraft) cheddar cheese cubes. Again, really disappointing especially for the price.

Overall, I really did not enjoy our stay at this Hilton - there are less expensive options nearby that offer a...

COMPLETE incompetence! When arrived close to midnight I called for the shuttle, and they very politely informed me that they'd oversold the hotel and had made arrangements to put me up at one of their "sister properties" by the airport (a Holiday Inn) at no charge. I didn't complain. I waited where they told me I should wait for the Hilton shuttle (although they indicated he would be taking me to the Holiday Inn). I watched 2 different Holiday Inn shuttles come by and leave but didn't get on either because they insisted when I called back that I had to wait for the Hilton Shuttle (which took about 25 minutes to arrive). When it did arrive, he dropped me off at Holiday Inn and to my surprise the receptionist there knew nothing about any arrangement with Hilton for my stay. I called back and spoke to Melissa (for at least the 3rd time by this point) and handed my phone to the Holiday Inn receptionist so he could talk to her directly. Clearly, she was trying to get him to gibe me a room as he said something like, "I can't because I'm at 99% , and I have 5 still left to check in). Obviously, Holiday Inn actually honored their guest reservations so i completely understood why they couldn't give me a room. At this point, I had to wait AGAIN for them to send the HILTON shuttle to come get me to take me to a different Holiday Inn because obviously they took me to the wrong location. What I couldn't get over was that in the midst of all this incompetence and disrespect, Melissa wasn't even the one to apologize to me about all the inconvenience and tell me that I was going to have to go to another property (after midnight/2 am ET) - the poor Holiday Inn rep who had done absolutely nothing wrong apologized to me and told me they were sending another shuttle for me. I called back to speak to Melissa TWICE at that point (while waiting for the shuttle), and the person answering the phone just hung it up both times. (She has my number keep in mind). So when I got on the shuttle, the driver was talking to her so I asked him to let me speak to her on his walkie talkie which he did. O course, at that point she apologized profusely. I asked to speak to the general manager, and she said Scott would contact me tomorrow. We shall see. None of this would have happened if they would have given me the simple respect of honoring my room reservation in the...