Hampton Inn & Suites Phoenix/Scottsdale on Shea Boulevard — Hotel in Scottsdale

This is the absolute worst hotel experience I have ever had.

I booked a reservation for Thursday by mistake, because it was 2 am and I meant to make it for Wednesday evening because my wife and I broke down in a U-Haul with all of our belongings in it on the side of the road. So we check in, needing it for multiple nights but not sure of how many yet since we are trying to find a towed U-Haul the next day and day after that. Suzanne, the front desk agent asks me after we told her we’d for two nights up front, since we weren’t completely sure about our situation, would we just rather pay for the first night and then we have the option to extend the next morning? Sure.

Anyway, we crash out from exhaustion and wake up having to deal with an experience from hell trying to track down all of our belongings. So before I leave for the day, I call the front desk from the hotel phone and request to extend my visit, and the day agent asked if I wanted to have the same card charged, and I said yes, but please charge it while I’m on the phone with you, because I’ve got a lot going on and I don’t want there to be any issues with the payment on the room. She states that she understood and that she was charging that very moment. She paused, and then said, “Ok, your checkout date is now Friday morning! Everything went through!” Great I thought.

Well, she didn’t end up charging my card when she told me she did, and it went unnoticed to me with everything going on. I assumed everything was charged like I had asked and everything was good to go. I then have to extend another night, to then be told the same exact thing, “Oh it’s fine! Your new checkout is Saturday morning. I’ll go ahead and bill the room for another night on the same card.” This is where they must have noticed they didn’t bill me the previous evening like she said she did and proceeds to attempt to double bill my card over and over and over and over again until guess what… the bank locks my account due to fraudulent billing attempts because someone is frantically trying to charge my card for over $375, over and over again. But nobody calls me to tell me this. Nobody reaches out to me at all, and keep in mind, this is happening on a Friday evening when it should’ve been taken care of on Thursday when banks are normally operating so that any issues can get taken care of without the unique problems that only weekends create. So I wake up today, completely unaware that not only did the Hampton Inn create an absolute disaster of my bill, to which I now had to go through my account to see what did and did not get billed correctly, but they also shut down my account by trying to charge my card 13 times for different amounts. Here calls the hotel manager, whom I have never seen or spoken to my entire stay… tells me that if I don’t fix it by the time he leaves, that he’s going to kick us out of the room that we extended. Seriously? Given my the past few days, I just wanted to rest at our hotel and relax but then was suddenly forced to fix a banking issue that HE caused on a SATURDAY of all days when my bank was closed. I try to call my bank, no answer. I assure him that being a member for over 13 years at Hilton, that I will settle the bill at check out once my account gets fixed worst case scenario. He says no, that 4 pm is it. I had my boss attempt to wire me funds to another card but given it’s Saturday, it didn’t meet the managers “deadline” even though i showed confirmation that it would be there in the am. I showed good faith in being transparent and trying to find multiple ways to fix his own error…

He kicks us out on the street

Part II.. to follow...

We had stayed here before for 1 day before flying home some years ago, liked it so thought we would stay again but for 4 nights this time.|Check in did not go so well as could not get room requested. To be fair, they said they would try again the next day if any became vacant but by then could not face having to pack up again and move. We were given a ground floor room with an outside patio and chairs. The room itself was clean but not the outside area as table still had coffee ring stains on and the paper key card envelope left from the previous guests. Also noticed the bins round the pool were overflowing with pizza boxes and rubbish. Still there next morning. The lack of staff was really noticeable all round as no one seemed to be bustling around attending to the outside areas at all although pool brollies were folded by morning but chairs and loungers still left as they were and not wiped down. Had to ask for pool towels most days as well.|Breakfast very heavy on sugar, hot items changed everyday but where are the breakfast smoothies? |Hotel shuttle bus outside front door but no one to drive it. Was told hotel maintenance man may drive if requested. This may be news to him! No interaction with room maids at all who only cleaned rooms vacant or by request. A nuisance having to ask for toilet rolls, fresh towels and even coffee for machine. Hunter on front desk very happy to give items out but should not have to ask especially for toilet rolls as supply should be in room anyway.|The saving grace is the pool area which is very nice but not enough to make us want to stay again.|Road construction is going on outside making it difficult to get in and out of hotel...

The breakfast lady was fantastic. They ran out of oatmeal and she went and got some hot water in a pitcher and came over to our table with a tray containing the hot water pitcher, instant oatmeal packets, a bowl, and sweetener. She always kept the breakfast area stocked. The location was perfect for us with the CVS in front of the hotel and restaurants in a shopping center close to the hotel. The only downside was being. The downside was the check-in. A guy checked us in who I will not name. I asked if an upgrade was possible. He said he would see what he could do. He then found another room for us. He never indicated there would be an additional charge. When I received the bill, I called and spoke to the same gentleman. I informed him that I was not told there would be an additional charge. I further stated that if I had known, I would have willingly paid the additional fee because it was worth it for the upgrade. But I should have been told instead of seeing it on my bill. I also advised that the charge did not even show up until the 2nd day of our stay which I thought was weird and an afterthought. He said someone may have later seen the room change and added the additional charge. He stated he would get with his manager because it was not a big deal and that he would call me the next day. Never received a call back and the...