The Eddy Hotel Tucson, Tapestry Collection by Hilton — Hotel in Tucson

We stayed in this hotel from Apr 29 - Apr 30. This hotel since it opened has been our base hotel for our trips to Tucson, AZ. This experience has just taken this hotel and probably any other Hilton property of our list.

We checked out on Apr 30 in the morning, but unfortunately forgot our valuables (which included passports, visas, a checkbook, and a white envelope containing $7,000 US in cash) in the in-room safe. About an hour later while on the road, when we noticed the forgotten items, we called our travel agent and asked him to notify the hotel that we were on our way to pick up our belongings that were forgotten. Our agent talked with the front desk clerk Marissa, who told him they'd be waiting for them.

When we arrived, we asked for our belongings and they just opened a drawer and pulled one-by-one each item, asking if it was ours, even pulling items that didn't belong to us. After asking for the money, they just shrudded their shoulders and said those were all the belongings.

We then asked for assistance from a manager and was "helped" by Josh, he was rude, wouldn't give us any information regarding the staff name, the time they went into the room and he was just condescending every step of the way. He self-introduced as the Hotel Manager, when in fact he was not. He asked to check our belognings, as if doubting our thruthfulness. Our travel agent talked to him as well and brushed him off. He was told by Josh that if they wanted any more information, he would only give it to the authorities.

So we called the Pima County Sheriff Department, who promptly came and did the due dilligence in doing a search of the belongings of the person who supposedly went into the room and nothing came up. The Sheriff Deputy that came asked if we could search our things and, we did. Nothing came out of this search. We were given a case number and we left the hotel with a defeated feeling. It felt unfair to be treated this way and for the hotel not to take it seriously.

While dealing with this issue on site, our travel agent contacted Hilton guest assistance for what it is named for "guest assistance". They took note and "escalated it to the highest Hilton management possible". The response from "the highest Hilton management" was just a response from the hotel General Manager, who wasn't Josh, whose name is Marrie Vizcarra stating that there was a police report and had searched the belongings of the person involved. No help whatsoever.

Again, through our travel agent, we followed up with the GM Marie Vizcarra, who said was concerned and told that Marissa had gone into the room in order to be ready for us to arrive, and to help us just close this case with us would send him the logs of who entered the room, which she didn't send.

This issue again, is so frustrating and we felt so vulnerable that we can't even recommend at all...

This was one of the most disappointing hotel stays ever for my wife and me. There is a lot that is right about this hotel but, unfortunately the positives were outweighed by the negatives. Most disappointing is the attitude of management, since a number of the problems are long standing and should have been addressed.||On the positive side, the public areas are nicely designed. The pool area has various types of seating in the shade or full sun. The bar/restaurant has very acceptable food and pleasant service. There's a small but inviting gym. The location of the hotel is just at the edge of Tucson proper and convenient to several national and state parks. There are plenty of restaurants within a ten minute drive. A Trader Joe's is just two minutes away.||Now for the negatives.|1. Our shower had a serious leakage problem that was known to management for months. I believe several rooms share this issue. A bathmat placed where you step out was thoroughly soaked.|2. The toilet paper was the thinnest and coarsest imaginable. Not appropriate for a pricey "boutique" hotel.|3. The stopper in the bathroom sink was inoperable. This is a common problem in hotels, but should have been attended to in a place at this price level.|4. Room lighting might have been the minimum allowed by law if there is such a law. What light there was is concentrated near the head of the bed. With the curtains closed, the rest of the room was in shadow.|5. Some of the USB connections for our mobile phones did not work.|6. Space for luggage contents was minimal, so much so that we left half of it in opened suitcases.|7. The desk clerk had misread our special request for "feather or feather-like pillows" as "remove feathers from room" or suchlike. He said he'd see about the pillows we requested, but we never heard back one way or the other. Actually the room pillows were pretty good.|8. The entry to the property from the rather busy road is on a curve with a nasty little unprotected fall off just where you turn in. Except for a hotel sign, there was no lighting to help getting across the short bridge from the road into the parking lot. Totally unacceptable.||Tucson offers dozens of upscale and three-star hotels. No one should have to put up with the shortcomings of this one. Do your homework and you are sure to find a better...

I am writing this review to express my profound disappointment with the recent experience I had as a guest at The Eddy, a property under the Hilton umbrella. My stay, which was meant to be a somber visit to be with my grandmother in end-stage hospice, was marred by a series of unfortunate incidents that highlight serious deficiencies in the hotel's management and customer service.

The specific incident that prompted this review occurred on March 7, 2024, when I was abruptly informed via telephone by the day front desk agent, Axel, that I needed to vacate my room by 2:00 pm. This was in direct contradiction to the extension I had arranged with the night clerk, Derek, who had provided exceptional service on two consecutive nights. Despite explaining the situation, including my grandmother's delicate condition, the hotel's general manager, Marie Vizcarra, displayed a shocking lack of empathy and failed to offer any reasonable solution. As a Diamond member with over 100 hotel night stays at Hilton properties in the last calendar year, including several at The Eddy, I expected better treatment and understanding from the management.

Moreover, my dissatisfaction extends beyond this isolated incident. Room 227, where I stayed, has a well-known issue with an unsealed shower door, causing water seepage that management is aware of. Additionally, the housekeeping service was negligent, as my room was not serviced despite the removal of the privacy sign. It is disheartening to note that my previous encounters with issues at The Eddy have not resulted in any improvements, and the hotel continues to overlook fundamental aspects of guest services. I trust that Hilton takes this matter seriously and will address the systemic problems at The Eddy to maintain the high standards expected from the...