DoubleTree by Hilton Hotel Phoenix - Gilbert

Charles Long

Room not as pictured on Hilton website. Room was stale and hollow and smelled. Room echoed from poor design. A/C unit noisy and separating from wall. Furnishings very old. Bed not to Hilton standards and uncomfortable. No Fitted sheet for bed and linens seemed old. Bathroom in very poor condition. Stains, corrosion and calcium deposits on fixtures. Very low water pressure. No hot water on second night of stay. Lack of towels, no bathmat, and two towels in room didn't even match. Condition of common areas very poor. (Doors all scuffed and door frames scratched) Some type of slimy substance on phone handset. Overall condition of hotel seemed unsanitary and not well kept. When asked about moving rooms, was informed by staff that all the rooms are basically the same. They also mentioned that they have been receiving a lot of the same complaints from other Honors Members and customers about the same issues. Also said that seeing other Hilton properties and the proper standards have shown them how lacking this DoubleTree property is. I have left word for hotel management to call to address these issues and I have not heard back from anyone. Someone from your QC or Brand Control needs to inspect this property to see the damage they are doing to the Hilton Hotels reputation!!

Darren Badenell

We made reservations for the weekend and we had to cancel it and rebook the reservation with the friends and family discount. They told us they can’t find the regular reservation we book and said since we canceled it we won’t be charge. We’ll my card was charger for the original cancel room. They said it will take 8-10 business days for it to show Back in my account. It’s been 14 business days and I havent received anything and they said the manager will Have to do the refund. Good luck getting her on the phone I left multiple messages and spoke to multiple girls upfront and they kept sending messages to the manager no return call back or nothing. Horrible customer service while we stayed there, beside Freda was the only One trying to help. The staff no smile no “hello how are you doing today have or good day nothing!” the only people that were nice while we were there were the maids. I will never stay in this hotel ever again for the service we had. I know a lot of people are short staff and are really busy but at least a phone call from the manager to let me know what’s going on and apologize for how long it’s taking to get the refund. I never leave reviews but I don’t want this to happened to anyone else. It’s so so frustrating!!!

Rosela Trimble

I expected more for this brand of hotel but was left disappointed. I should have looked at these reviews first. Checked in, went to room to find it open and not ready. I went back to the front desk and said there may be a mistake that it's not ready. She assured me it was to which I told her I don't think you understand, the linens are on the floor, the trash is not changed, all the furniture is haphazardly spread around the room. I was told I could use the room to change (I was headed to an event) and then leave my belongings in the room. I didn't. I did return to find it "cleaned" if you will but it wasn't done very well. I'm disappointed that the room looks outdated , cold and dark. There is a can light at the front door but that's it. The rest of the lighting comes from desk lamps. Very unhappy with the money I spent to stay here.

Nick Barbee

Absolutely terrible experience, not even sure how this hotel qualifies as a 3 star. My now wife and I had 2 rooms booked for 2 nights for getting ready and staying in before/after our wedding in the area. Upon entering my room, there was a terrible musty smell all throughout the room. Given the room is in AZ, THANKFULLY, the weather allowed for us to open the window for about 6 hours to air everything out. Later in the evening in my room, I prepared for bed when i noticed 2 blood stains on the comforter, that looked like they were sprayed with a stain remover and never washed. Absolutely disgusting. I went to the front desk to inform them and show them a photo and the desk clerk was hardly even taken aback, compassionate or apologetic. I did not approach angry or shouting, i simply just asked for a new comforter and was provided 2 top sheets, as they "didn't have anything else". Pretty concerning for the lack of empathy considering the room was not a cheap stay. The next day i came back to the front desk to explain the desk clerk was much more compassionate, offered to turn the sheets and provide me a new comforter. I was headed out so i told her i would like to pick it up upon my return and she obliged. Unbeknownst to me, my wife had issues with her room as well, as the AC crapped out in the middle of the day and the towels provided to the room had rust stains across them. When she asked for more towels at the front desk, 2 of the 4 that were provided had similar stains. Later that same day, one of the groomsman's wives, who used to work as a travel agent, called the front desk to express our grievances and see if there were any amenities that could be provided as compensation for our experience, such as a bottle of champagne being sent to our room, it was our wedding day after all. The desk clerk told her that she could bring in her own champagne, call the help line for grievances and promptly hung up on her, twice. Upon arriving to the hotel for our final stay, on our wedding night, we stopped at the front desk, with tux, dress and all, and expressed ALL of our concerns yet again. The clerk was nice and offered us an entirely new room and asked when we would like a call from corporate in the morning. I told her 9 AM and still to this day, weeks later have not received so much as an email, text or call, to discuss our concerns. If you have ever planned or been a part of a wedding, you know how stressful it truly can be and you rely on certain variables to be fixed and constant, allowing you to worry about the things you can control. I am grossly disgusted with the experience and will not take any shame in bad mouthing our experience. I have a 4 year degree in hotel restaurant management and all it would take is to be a mouth breathing idiot to see through the shortcomings of this establishment. I will not stay in your hotels, i will not speak highly of the experience, shy of the few desk clerks that acted more than a minimum wage employee who could give a rats behind if they were watching the whole world catch fire. Absolutely disappointing and don't worry, i won't be waiting by the phone or be holding my breath for anyone to take action, terrible.