Home2 Suites by Hilton Phoenix Tempe, University Research Park — Hotel in Tempe

This hotel stole $3,445.60 from me. I was supposed to stay for 6 weeks, but upon my arrival, there was animal urine in the carpet, old cookies in the carpet that they never vacuumed up bringing ants and roaches into the room, the shower door was broken and wouldn't shut, the table leg was broken, the dishwasher was rusted out inside, and the faucet was not even attached to the sink. And then their internet did not work. When I got in contact with the front desk the first girl had someone do a reset and I was able to connect. Then it happened again; I got kicked off the internet and could not get back on. They had an attitude when I reached out the second time and the girl told me to call the internet service provider myself to resolve the issue. So I did. And the woman at the internet service provider gave me a case number #CS2765919 and explained that they no longer provide internet services to this hotel--which made total sense as to why their internet was not working. They offered me another room but that one had a different stench and the dishwasher was also busted up in that room, not to mention the barking dog in the room next to it. And the internet issue was still not resolved. I ended up leaving and going to another Home2 Suites in Scottsdale. Much better experience and what you expect when you stay at a Hilton Home2 Suites. When I tried to get my refund from this hotel, which they agreed to, they initially told me that they issued the refund. I spoke with my bank when 3 weeks had gone by and I still had not received said refund. Then they tried to claim the refund was sent, I had just ended the call with my bank so I knew for a fact that was a lie. They came back saying that a manager was needed and would call me back. The manager never called. I called Hilton's main number and they said the individual hotel has to issue the refund. When I called this hotel again today, Dalton, the wonderful young man at the front desk, hung up on me--again. I get that he is "just the front desk guy" but if you cannot handle an issue, or simply don't want to be bothered, then pass the call to someone who can. But he would rather get an attitude and treat me poorly after realizing who I am, which has been his MO since the first time I called them. I wish I could say his attitude was isolated but it wasn't, clearly, because the girl at the front desk took the attitude of "Oh the internet isn't working? Not my problem. Call them yourself if you're having issues." When I called back to Hilton's main number, I spoke with yet another rep who tried once again to assist me. He explained to me that Hilton took all the funds for my anticipated stay up front and that, after on week, forwarded the funds to the hotel. The hotel insists they have not received my money but Hilton corporate says they have. The rep from the main number told me he was unable to process the refund due to the system going through an update and told me to call back later. I did try to call back, yet again, the representative put me on a long hold and then returned with yet a different story claiming that the hotel and the corporate office had agreed to the refund but that they needed accounting to process the refund but accounting was waiting on an answer from corporate. I said that didn't make any sense that they were waiting on an answer from the very office I was on the phone with but the rep was unable to assist. She stated they needed the manager's approval but yet again, apparently, the hotel's manager must be some A-List celebrity because they are never available and for the last almost 3 weeks have been unable to process the refund. This is a seriously sketchy business and after this I will not be staying in another Hilton hotel. Over $3,400 for a headache and a ruined vacation since we have not been able to do anything other than hang out at the hotel in Scottsdale because these jokers refuse to get their act together and issue the refund they promised, thus tying up double the...

I don't believe this to be a problem with the staff but the shortcoming of the place. We were in town and wanted to book DoubleTree By Hilton that was 3 miles away. That hotel did not offer complimentary breakfast so we did more research and found this Home2 Suites by Hilton that did offer complimentary breakfast. When you have somewhere to get at 9:30 in the morning the last thing you want to do is get up and get into traffic to go get breakfast. For that reason we booked this place instead of DoubleTree. It's so sad. We usually book motels every year for this convention because it's the cheapest. I guess we expected too much. The breakfast is just a brown paper bag with a water bottle, a single (1) granola bar, an apple, and a muffin specifically Apple Cinnamon only. After paying more than $200 for a weekend, all I got is a sad school breakfast. We were VERY disappointed. Same thing went for the coffee it was HORRIBLE. This goes for the one they serve upfront and the one in the room. They also advertise that there is coffee and tea served all day in the lobby like every other hotel and that is not true. Once breakfast was over the stuff was put away. There is a Keurig there but they charge you for that. I was going to bring my own Keurig but I read everything and didn't think I'd need it. If you are traveling near then I suggest you do bring it. I really liked the room and I thought it was pretty nice, the kitchen, the little living space and the bed. Although I don't think the bed is a King it looks much smaller than it should be. The couch was kind of worn out so I didn't feel like sitting on it. I was also surprised that the couch was a pull-out, that didn't come in the description, it was a nice surprise. It wasn't high quality but you could sleep someone there if you had an emergency. As for the cleaning everything looked fine until we actually stayed there. First I found lipstick stains on the sheets so I had to ask for new ones. The couch sheets were really smelly as well. I noticed that they were really bad quality, almost like hospital sheets. When I took a shower I unfolded the towel and found some long hairs. When we were about to leave we found some crumbs under the bed skirt and the little trays that they have in their kitchen and bathroom don't look like they were wiped. It was also very disheartening to see how people left their trash and towels outside their doors. I thought it was really gross and a total disrespect to the staff. A simple solution would be to add bins of trash throughout the hotel and some laundry baskets so it doesn't look like trashed streets. I have never seen anything like that in any hotel. I really enjoyed the Neutrogena products they had for showering and the shower was really nice and clean, it did have bad temperature control. It would suddenly drop or rise. If you use conditioner, there is no conditioner in the shower but I think they have little bottles of that upon request. The staff was nice I never really ran into any problems, I didn't get any nasty looks or anything like that so I don't think the root of these problems is caused by them. Lastly, we used the Home2 locked entrance and we passed the grills all the time. People didn't clean up after themselves and would leave it a total mess. There was one night when there was a guy knocked out from sleep, alcohol or both. I did not feel safe coming into the hotel like that. I repeat I did not book a Motel for this very reason. You find some sketchy people and the quality is expected for the price. I did not expect this from a Hilton or from a hotel with a higher rate. My review is all over the place but so were my emotions about this place, just when I thought something good of this place something was there to destroy that. I really wish I would have gotten the breakfast I was waiting for. I read a review of when they still gave breakfast and I wish that would've been me. I was so...

This hotel needs new management and it needs to be STRIPPED of the Hilton flagship. This has been by far the dirtiest hotel I have ever stayed at. This hotel does NOT adhere to standards of cleanliness ESPECIALLY DURING COVID! the staff does not wear face masks, this hotel does not even recommend that people wear face masks in common areas as the HILTON BRAND IS SUPPOSED TO. (Just a forewarning that I’ll be calling corporate about the anti-mask hotel that is the Hilton Home 2 Suites) Also, as an advertised pet friendly hotel, there are NO designated areas for your pets nor do they provide bags to clean up after your pet. (WEIRD- and GROSS) To the GM of this property: please do all of us a favor and call corporate YOURSELF because you and your team need some serious brand training. Do you have any idea how bad it is to have another Hilton employee write a review like this? I actually helped open this property when it was still being built. I helped set up and decorate each and every room. So when I tell you that it is beyond disgusting and disappointing to see and know just how bad you have let this property get, I seriously mean it. You have intentionally understaffed your hotel to cut costs, and it shows! Your understaffing has caused problem after problem. YOU are the ONLY person to blame at this point. YOU choose to staff the way you do, YOU CHOOSE to allow your housekeeping manager to continue to operate with little to no help expecting that each room will be cleaned, flipped, and ready upon check in. YOU continue to allow your regular night shift to be understaffed so that upon check in you have only 1 person available to assist with TWO PROPERTIES. This property does not follow the Hilton brand standard that is their franchise. This hotel operates as if it is a Motel 6 and I truly mean that in the worst ways possible. Outside of the fact that some of their weekend staff is beyond lazy, they also aren’t educated or haven’t been given the necessary tools to succeed as front desk agents when handling or managing multiple tasks, let alone fixing a reservation error made by your staff. I give tremendous credit to the over night shift employee for the way she is able to do her job entirely on her own— the regular shifts could learn a thing or two about how to handle multiple requests and disasters at once. This properties General Manager allows their floors to be covered in garbage, dirty towels, dirty plates, dirty floors throughout their hall ways. The General Manager needs to be WALKING the floors, needs to be documenting every single thing each negative review has to offer because at this point, this hotel has gotten so bad, and so lost, that the negative reviews might be the only way to fix the issues spewing out of this disgusting property. I cannot believe that this hotel is dirtier than the Ramada Inn by Arizona Mills. Save your money, go to the Buttes, the doubletree, any Marriott hotel by ASU - an air Bnb— anything would be cleaner and more sanitary than this property. (And yes I know it’s supposed to be a...