Mainstay Suites Phoenix-Metro Center — Hotel in Phoenix

I recently stayed at this Hilton hotel while on business. I stayed at this location 2 days. From the moment I arrived to this hotel, my experience has been a nightmare. First I arrived early and although they had rooms ready and available, they wanted to charge me a $50 early arrival fee which I thought ridiculous. So I had to literally wait in their lobby from 9 am to noon at which point they made a room available.

The room AC was barely functional and I was placed in a room which faces the freeway. It took hotel maintenance various hours trying to fix the AC by trial and error.

At night, the freeway noise was so bad that even wearing ear plugs didn't help. So I wasn't able to sleep at all my first night due to the high freeway noise outside.

On my first night, I also had to hunt down 3 mosquitos that the previous occupants left behind. I managed to exterminate 2 and 1 got away. I was so tired that night that I gave up the hunt of the last mosquito and resigned to it feasting on me.

On my first night, the refrigerator freezer compartment was also vibrating and casting an irritating hum throughout the rooms's living room/kitchen area. The hotel maintenance personnel who arrived to fix the frig thought it funny because the hum to them was in their opinion no big deal although they did realize it was a problem. They just showed no interest in wanting to fix the issue so they simply unplugged the frig. Now on my last day, I had no frig. I told them that as I sat in front of the frig with a laptop and tried to focus on writing with an irritating hum filling the room that it was maddening. Kind of like having to listen to the Taos hum.

I did bring these issues up to the hotel management but they said they couldn't move me to another room on the quiet side of the hotel. I wasn't surprised by the poor management response.

So everything about my experience at this Hilton was a nightmare. The fact that the windows aren't soundproof amazes me how they can stay in business. Had I known this fact about the hotel windows, there's no way that I would have stayed at this Hilton hotel. I was extremely disappointed to say the least with this Hilton experience. I travel a lot for work and have stayed at many Hilton hotels. But after this experience, I'll never stay at this Hilton location ever again. For all future hotel needs, I'll be staying at a Marriott.

For all people thinking about staying at this hotel, I'd ask that most important question before booking the room. Which side of the hotel will the room you are staying at be? If they can't guarantee that you will be roomed on the quiet side of the hotel, I'd seriously take my business elsewhere. The room I stayed in was not worth what I paid. As a matter of fact, Hilton should have payed me what I paid them to stay at...

The staff at the hotel are great. From the front desk (Dorian & Thomas), housekeeping (Yolanda & Cecilia), maintenance and food area (daily breakfast (Edith is amazing)and Wednesday evening social). Lots of employees whose names I didn’t know. All kind and friendly. The daily breakfast is helpful and saves families money for sure. The pool area is nice and comfortable. Plenty of sitting and pool towels provided. 2 gas bbq grills available. Security guard on premises from 10pm-6am. Our bed was comfortable for a hotel bed (surprised but grateful). Our AC worked great, a necessity in Phoenix. Wednesday social evening, is helpful and convenient. Location is good to a lot of eating options and freeway right there for easy access. Business center has 2 computers and a printer for guests (helpful).

I’m glad to see that these google reviews are being read and replied to by management/owner. It’s important to improve and customer feedback is valuable. The following are suggestions: At checkin there is a sign on the counter (photo attached) stating hotel is a non smoking property. Unfortunately there was smoking all over by guests and employees outside front entrance. If you have a rule, please enforce it. The smoke for guests who are allergic or just feel it’s foul smelling, is so unpleasant. The smokers by pool, that smoke goes into the AC units nearby. Smokers can go off property if needed. The hotel website states evening social Monday-Thursday but only occurs Wednesday evening. The details on the website are there to help possible guests determine if the location is a good match for their needs. When guests book and then at checkin find out differently, that is not good customer service. BBQ- it would be helpful to have tools for cooking for guests. Breakfast area- the waffle area is extremely busy in the mornings, adding 1-2 additional waffle makers to the 1 current would be helpful. The manager should watch breakfast & social time and observe how it can become more efficient. Safety-Hilton should install a fence around the property. Should repaint parking lines in parking lot. Should have working exterior security cameras all around property. Rooms-deep cleaning needed. Drapes, lampshades, upholstery, carpets. Light bulbs that aren’t working should be replaced. Housekeeping-tend to be loud while in hallways and sometimes playing music. They are all good at their work and friendly, it would be kind to guests to be quieter. Updating out dated carpets would help modernize. Add trash can to each entrance/exit (there isn’t one at entrance by fitness center so people leave trash outside door). All employees should wear a name badge while working.

Hopefully these upgrades will help ratings. The staff is so good, these other things being addressed would elevate...

WORST COSTUMER SERVICE!

I’ve been staying with Homewood suites for a while I’ve been in the one in Scottsdale and the one on happy valley and I never had a problem until now . I went on a 5 day vacation with my family I wasn’t even greeted by anyone , then the impression of the room at first looked okay but as the days went by I stared noticing things for example the plates in the kitchen were not washed , the cabinet was missing the handle , then i noticed when I tried to give my 2 year old a bath. That the paint from the bathtub was peeling off , and that’s unacceptable especially because your kids can accidentally swallow the dry paint and you don’t know if it’s toxic or not! Then after that I noticed that my 1 year old keep falling in a specific spot of the room well the carpet was not put in correctly as you can see in the picture, then the pots and pans that they have in the rooms are so old ! The carpet in the hallway is dirty and smells old not to mention the walls are so dirty as well , the seats in the pool area are missing cushions, the breakfast area they don’t have many options , Sam’s with dinner not to mention the front desk people and the kitchen people are just standing there staring and it made us feel very uncomfortable , the lady that was serving the beer (she has short hair ) she look irritated like she just didn’t want to be there at all , so I didn’t even ask for a beer because I felt like I was going to bother her, and also what I didn’t like is that in other Homewood suites they serve diner Monday through Thursday and in this one was only 3 days , also the first 2 days I called front desk if they can make the bed and just take the trash and it wasn’t a problem until the 3 day I was there the girl that answer me was super rude I wish I knew her name ! Telling me that no that they won’t be doing my bed anymore but they can send me sheets (so what’s the point on paying for a hotel) I have a son with a skin condition that needs the bed to always be clean but they didn’t care so I stopped calling and had to go to the store and buy new sheets , the only good thing that I can take from this location is the housekeeping staff was so nice to us and very understanding of my needs , so thank you for the hard work you guys do everyday we...