Comfort Suites Phoenix Airport — Hotel in Tempe

I will start by saying I have reached out directly to customer service with this information twice and have not had any reply so I will share our experience here.

We just finished a one night stay at one of their properties in Arizona. We used points.

We had some significant issues during our brief stay.

First, I will say on the positive side, the front desk staff and shuttle driver (that we used to return a rental car) were awesome. Very friendly and helpful and this email in no way has to do with their customer service.

The biggest issues had to do with the hotel being under construction. The public spaces were being worked on and were dusty and not fully accessible (to be expected) but the real problem was when we arrived on the third floor, where our room was. I would attach pictures of what a large part of the hallway looked like if I could. It was shocking. Plaster dust cloud in the air, construction dust over the railings and carpet, large plaster chunks and drywall pieces all over the floor. It was a mess. We arrived in the evening so they weren’t working and just left everything like that. There was trash on the floor near the elevator and it looked like the workers just left everything when they left. We understand that renovations need to be done but not like that where guests are staying. Close the floor.

In addition, our air conditioner didn’t work, the grout around the tiles in our bathroom was missing and the tiles were loose, the carpet was damp and it was difficult to deadbolt the door.

The last problem was that we needed to utilize the airport shuttle for a very early morning flight (picked up at 2:30am) and when I requested it we were told they use Uber for that time. While we appreciate they provide complementary transportation to the airport, we expected it to be a hotel operated shuttle and not a contracted driver Like Uber. I was traveling alone with my son and didn’t feel comfortable using Uber. I don’t use it in my personal life and didn’t like that I was forced to use it alone in the middle of the night especially when the hotel states it has a shuttle.

We didn’t complain to the hotel staff because it was such a short stay and there wasn’t anything they could do anyway.

I’m so disappointed that I used up points for this stay. It was definitely not up to their standards and would make me think twice about staying again or recommending their properties.

Not what I expected and I am very...

It was a confusing stay. The hotel was recently remodeled. Not part of the remodel was the entry doors which are not automatic. Kind of hard to open a door with your hands full or pushing a cart. Check in was slow. One person checking in people. Line started to get long. We travel a lot and never have I seen people's AAA, Choice Hotels cards checked so closely. Which is fine; just process quicker. One elevator which can't hold more than 4 people. Sign posted in elevator. Our room was on the top floor facing the street. There was a balcony but chairs were slightly frayed. There are rooms that don't face the street which I think would be quieter from road noise and possibly not heat up as much. We did not request a room change. The AC although not loud did quiet the road noise. The threshold plate leading into the bathroom had pieces missing which created a slight trip factor when entering the room. We stayed for 3 nights and on the second day noticed pieces had been filled in but not completely. The room was large. The beds were a little soft. Not lumpy but not really firm. Room was clean. The desk chair was unbelievable. The leather on the arms was torn a lot. I was so concerned cause the chair looked so bad I reported it. The next day the chair was replaced but one of the arms still was torn but not as bad. Unacceptable. In the first place the hotel was just remodeled so the tiles in the bathroom should not be broken. The chair I reported should not have been in the room. The second chair was slightly better but still not good. The exhaust fan in the bathroom was very quiet and did a great job. However the grout job in the shower was awful and gave the impression of mold. I don't think it was mold; just poorly applied. The breakfast room is very warm because they use a conveyor toaster which really warmed up the room. Uncomfortable if you were sitting close to the toaster. Breakfast was fine. Not overly stocked. Brought out when staff felt it was ready to replenish. The airport shuttle was very clean. On the day we requested a shuttle ride we were told the shuttle only leaves on the hour. I am not sure if that is the case all the time so you might want to check. I don't think we would stay again. I think this is a family owned hotel. I think they are trying but the pieces aren't coming together. I was...

At "Comfort" Suites, the only comfort you’ll find is when you finally leave.

Chaotic, Noisy, and Managed by a Dismissive, Unprofessional GM Mira

I stayed at this location Feb 2025, and it was one of the worst hotel experiences I’ve ever had—thanks to the unprofessional and dismissive General Manager, Mira.

The hotel was overrun by an EF Tours student group, with relentless noise—shouting, door-slamming, and running through the halls—continuing well into the night. It wasn’t a minor inconvenience; it was hours of chaos. I personally witnessed an elderly guest begging the teenagers to be quiet, only to be ignored while the noise raged on.

The night manager, Yosev, said I was at least the 5th guest to call and complain and admitted he was struggling with the situation as well, leaving guests helpless while the disruption continued unchecked.

The real failure, however, came from the General Manager, Mira-her incompetence was nothing short of laughable. After returning home, I called the hotel on Feb 25, 26, & 27, leaving messages each day specifically for her. She ignored every single one. It wasn’t until Feb 28—four days later—that I was finally able to make contact, and when I did, her attitude was dripping with condescension and indifference. Rather than take even a shred of accountability, she tried to gaslight me by claiming I had never complained. When I corrected her—detailing my conversation with Yosev—she barely acknowledged it before sneering, “Well, I still can’t help you.”

This wasn’t just poor management—it was gross negligence. Mira ignored multiple calls, refused to take responsibility, and treated me with outright contempt. Someone this incompetent and hostile has no business working in hospitality—let alone leading a hotel. Comfort Suites should seriously reconsider whether she’s fit to represent their brand.

This hotel is a disaster from top to bottom—save yourself the stress and book...