Radisson Hotel Phoenix Airport — Hotel in Phoenix

To start off the staff was extremely amazing,unfortunately things took a turn after laying in bed for 10 min. My parents and I arrived to the hotel on Friday June 13th at approximately 10pm-12am. After a long drive we were greeted by 2 staff members extremely helpful. After checking in we grabbed our things from the car and headed to the room. We got a suite so it was a bedroom with a living room. My parents stayed in the room while I took the living room. Everything seemed okay until you took a closer look into the room. The bathroom floor was dirty. The input for the coax cable (to watch cable TV) was broken off. So couldn't watch tv at all. I decided to connect my laptop to the TV but guess what you get a remote with very few buttons. Volume up down channel up down. Power offf on and mute. Cant change the input becuase they locked the settings. So no point in having a tv in a room unless you like to stare at yourself lol. Upon opening the sofa bed. The 3 sections of the mattress were stained with god knows what. (Shit stain) i said no biggie. Ill just put a couple blankets on top and call it a night. 4.BED BUGS 🐛 NOT 1 NOT 2 NOT 3 BUT UP TO 7!!!!!!!!!!!!!!! OF THEM CAME CRAWLING FROM BEHIND THE COUCH. Best believe i grabbed my phone and recorded it. I had to wake my parents up mind you they were already sleeping at this point. Like seriously I had to wake up my elderly parents. 60+ years old. Have them get up wait for me to figure this mess out! As I stated before the staff was extremely helpful After showing my evidence to the staff, they immediately changed our room 2 rooms down. And gave us complementary breakfast (no where near any good.) Eggs, sausage, and potatoes. Valued at 15$ a person. Not worth it. McDonald's has a much better deal for breakfast.

Our checkout date was today Sunday, June 15th at 10:30 am. Before checkout I spoke with an awsome manager name Victoria. I kindly asked for a discount o for the incident that occurred on the first night. Without hesitation she gladly accepted to give us a fair discount.

Unfortunately, on our way home my mom in the backseat along with our luggage right next to her. As she was using her phone she noticed a red bug on her left knee. And immediately panicked. I pulled over and recorded the bug to keep for evidence should I be asked by staff for proof. I will be calling first thing Monday morning and expect for this situation to be...

We just had a staycation for my son's birthday from the 1st to the 4th. We ordered pizza and wings cuz that's what he wanted for dinner. We went to enjoy our food which we do at every hotel that we stay at. We'll just find a table and just sit down. We never had a problem while we were kicked out by the bartender. She told us because the bar is open. You guys cannot eat in here which is crazy because we stay at the Cambria all the time. Their bar and their kitchen is open. We done actually had birthday parties where I actually brung food and we off e in the restaurant with no problem. I've been a member since 2017 and I've been doing this a long time. Never had a problem so I did appreciate the fact that we're my family and I were put out when there was no one. There's like two families that was sitting by the bar. We were sitting all the way by the exit at one table. Just us three. We didn't even have a party and we got put out. Then my son brung his video game that he got for his birthday. He was not allowed to play it because they had no signal that was on Thursday night. They told us that she'd be back up and running in a few hours. Friday still wasn't up and running front desk act like they didn't care. Nobody asked us hey or said anything to us about it. Well Saturday we actually had one person that showed that they cared about our stay. Her name is (Millicent), she was the only one who showed concern about the fact that my son is not having fun at all and the only one that was concerned on why we were kicked out of the lobby when we shouldn't have regardless if the kitchen was open or not. We were paying customers that pay for rooms to be there so I definitely wanted to say thank you to her. She was very professional and definitely put a smile on my son's face. So the reason why I give the service which is the front desk to the people on Thursday and Friday. That didn't show any concern. That is the reason why I put a one star two star for service. The hotel itself was beautiful and I hate that I had this experience. Like I said, I've been a choice reward member since 2017. I stayed in hotels all up and down the East Coast in the South and even this way this is the first hotel that I did not have a good time. My family didn't have a good time and I felt like I wasted my money. For business, this is a great hotel for families. This is not a good hotel at all for families....

I don’t have anything bad to say about the hotel itself — the rooms were clean and the property is fine, though the decor feels a bit cold rather than cozy. My issue is entirely with the logistics and customer service after checkout.

I prepaid for my room through Southwest and checked in on October 3rd, checking out on the 5th. As usual, I left my credit card on file for incidentals. When I checked my account on October 6th, I noticed a charge of $185.10 from the Radisson.

After calling the front desk, I was told that because I booked through a third party, the hotel receives a virtual card from Southwest to charge for the stay — not my personal card. In this case, they accidentally charged me directly, meaning I effectively paid 1.5 times for the same stay. I was assured the charge would be refunded.

A week went by — nothing. I called again and was told they could “see the refund,” but she wasn't sure how long it would take to go back on my card, but she would have a manger reach out. No one ever did. Another week and a half later, still no refund, and now I was being told they had charged the virtual card as well. Again, I was promised a manager would reach out. Still nothing.

To make matters worse, when I called Southwest for help, their rep contacted the hotel to clarify the situation. According to her they had charged the virtual card for half the stay when I booked (per usual), but definitely did not charge it again for the remaining balance. She contacted the hotel to explain what was happening and instead of the Radisson charging the virtual card and refunding me, the Radisson charged my card again! Thankfully, I have transaction alerts and caught it immediately. The Southwest rep said the hotel claimed they refunded the double charge, but my bank does not see a pending refund for the "original" or double charge.

This whole situation has been a complete mess, and the lack of communication or accountability is incredibly frustrating. Every time I call, the staff makes it sound like I’m the one who doesn’t understand what’s going on, yet I'm the one who has now paid for the room twice.

Would I stay here again? No — not because of the hotel itself, but because the billing process and follow-up have been...