Renaissance Phoenix Downtown Hotel — Hotel in Phoenix

Pulled into the teeny tiny valet parking (the only parking they have) and no bellhop came (which apparently they don't have at this "4 star" hotel?). Went inside to grab a luggage rack myself and when I came out some worker was driving off with my car. I had to run over and bang on the window to get him out of my vehicle which he did not have permission to be in. He claimed he was moving my car up, which didn't make sense because there was plenty of room for someone to park in front of me and get checked in without even needing to parallel park.

Went to the front desk and both the connecting rooms I had specifically reserved were "under renovations". The only option was another suite with a single king, which wasn't an option for my party, and a downgrade to standard queens. Neither of the options were handicap accessible and I had a disabled person in my party.

The rooms have no trash can liners in any room (including the bathroom) so used tea bags and any other number of food and unsanitary items come in direct contact which I'm absolutely sure they don't scrub out between guests.

There are almost no outlets available for use except the 2 on the TV console desk, so you'll have to unplug the bed if you need more. There were none close to the door so I had to run to a store and buy an overpriced extension cord to run across the room to plug in the wheelchair for the disabled person in my party (the only place we could fit it in these non-accessible rooms).

The "artwork" is laughably placed inside picture frames that were not made for it, so it leaves a giant gap at the bottom and looks extremely tacky. At least center it in the frame to make it look like it was intentional...

Breakfast option was a sausage egg and cheese sandwich that was hard as a rock top and bottom and featured a microwaved frozen sausage patty.

My car claim check does not scan to retrieve my vehicle, in fact after trying 4 times, it told me it was summoning my Grey Jeep and asked if I wanted to check out and showed me the wrong claim number. I don't own a Jeep. Seems like someone else could do the same thing and just steal my vehicle very easily...

Update: At checkout, some genius had replaced the reservation primary guest with a child's name from our party and wiped out the main guests rewards number, causing a bunch of charges for their dog slow WiFi usage to be added to the room. They also had nobody on staff working that could take cash, so we were forced yet again to stand around until they could find someone who could fix their mistakes and take a cash payment. Absolute nightmare staying here, and in response to the response below, no, I will not be giving your brand a second chance. Too many mistakes were made to be forgiven...

Best thing about this place was the valet! They were quick, friendly and able to recommend some very nice spots around the area. Inside your greeted with smug faces from front desk. We found the room to be clean. The issues we had was the toilet and AC. Toilet kept running all day and night. The restroom has a sliding glass door which you can hear the toilet running from, it was super hard to sleep! On top of that the room was extremely hot we had the thermostat set on 68 and room temperature was 74. This was a business trip so with all the money we spent we did expect more from this place, especially from the staff, being that over 200 of our employees paid to stay here and use their business center for a whole week. After an evening of conferences we wanted a nice drink at the bar I would say 11pm the bar had two bartenders or one and a friend behind the bar with about 4 people sitting at the bar, bartender made eye contact with me and proceeded to talk to friend we were standing there for about 8 minutes for some kinda reaction specifically some drinks no hi, or be with you in a moment. Did not let that ruin my first night in Arizona! But was noted not to go there for drinks. Great walking distance spots from the hotel! The pool is rooftop but not at all a nice roof. The pool is really small and uncomfortable with groups and children, it does make the pool feel a lot smaller. They need to look into expanding and maybe a kitty pool so the adults are able to relax on their stay! After getting home from my week long stay I noticed I had left my necklace in the room we stayed in. I was not worried at all and prepared to give them my address and card info to get shipped to me. When I called they said nothing was turned in and did not try to get more information from, I felt he did not want to hear anything more that was his answer and nothing else! I let him know exactly where it was left and filed a report. I hear back a few days later with a shoulder shrug reply that I was at fault for leaving my necklace in a unit that my company had paid for! That’s a reply from a restaurant or park that has people coming and going from, not a hotel room that is private to the guest in it and is to be trusted with your valuables in. The lack of consideration this whole establishment carry’s is wretched. The staff can’t be trusted with items or hospitality. I do recommend to never take your jewelry off or unpack at all. They really need to look into new management so staff is better managed and able to hire trusted people. This is one our company will not be...

One of the worst experiences with a hotel that I have ever had. I had recently gotten married in November and used this property to host my wedding block of rooms. The issues almost start immediately with communication and poor customer service. We had a fully signed contract with negotiated rates for our guests. Every time one of my wedding guests attempted to make a reservation with them via phone, they were completely unaware of wedding block. We had several guests that were able to make reservations with a link provided, but only for a 2-night stay. They were unable to accommodate our guests if they wanted to arrive a day early or stay a day later. Even when they offered to pay the regular rate for the extra nights.

More specifically and instance of this when when one of our guests, who will be referred to as Fred, tried to make his reservation. Fred initially made the reservation through their provided link and attempted to add on an additional day. He called the hotel's front desk and they had cancelled his reservation all together and rebooked him under a brand new reservation, not associated with the wedding block(and the rates) and forced him to pay over $1500, nearly $1600 for his 3-night stay. Our contract rates would have put his stay at around $900.

When I had contacted the property through their event manager, Rudolph, they made zero effort to correct their mistake and insisted that Fred's rate was via a third party(such as Expedia or Travelocity) and there was nothing that they could do. I had provided evidence via receipt from the hotel and bank statement charges from the Renaissance showing that it was not a third party, but booked directly with the hotel. This conversation turned south very quickly with Rudolph as his demeanor seemed as though he only wanted to prove me wrong and say that this reservation was made via third party when it was literally made with their front desk staff. They would not offer any solution what-so-ever. Not even something as trivial as a drink at the bar.

As far as the rooms here, I cannot speak as I did not stay. But I would highly encourage anyone that is thinking about hosting an event or large party to steer well clear from this property as they are unwilling to work with, or right any kind of wrong they may cause. There are so many other miscommunication and disorganization details that I could talk about, but don't have the time or space to in this already lengthy review. For your and our guests own sanity and peace of mind, choose...