Hilton Phoenix Chandler

JEFF was so kind and professional throughout our visit, and really went out of his way to help. The beds and pillows were very comfortable, and the hotel and its location are beautiful. My family had to change rooms three times because of maintenance problems, and our room wasn't cleaned. Some of the front desk staff seemed extremely irritated. Room service and restaurant food at the hotel are wildly expensive. If you need extra cups or a blanket, the desk tells you to come get them. That wasn't a big deal for me, but could be harder for others. When I asked for disposable plates and forks, the women looked at me like I was crazy and said things about me as I walked away. I've worked in hotels, so I know guests can be difficult and staff can be stretched thin. They could simply tell people they're busy and ask them to wait or come downstairs for what they need, instead of being unpleasant. Again, JEFF was wonderful.

The breakfast buffet was amazing. I've never had bacon that good at a hotel. They let me check in three hours early, which I appreciated. I asked about an iron and ironing board and was told the room had both. After unpacking, I found the board missing. I mentioned it at the desk as I was heading to lunch, and by the time I got back they'd brought up a new one, still shrink-wrapped. The toilet paper roll was empty, with no spare in the room. The desk said they'd have to bring some up because they had none there. After an hour, no one had arrived. The room phone went unanswered, so I called the national line and asked for the Phoenix location. They answered promptly and said they'd send some up. Housekeeping finally knocked an hour and a half later with two rolls, one to use and one to stock. I got what I needed after two and a half hours, though I was about ready to take a roll from the lobby restroom. At 9:30 that night I tried ordering room service. No one picked up. The voicemail said to leave a message during operating hours, so I left my room number and order and asked for a call back. Neither the food nor the call ever came. They need another evening staff member and more housekeeping staff to turn over rooms. I stayed December 2nd to December 4th.

The breakfast downstairs costs extra, despite the high daily rates, but the restaurant has some good choices. There's also a bar with a limited menu and a pantry shop for snacks. Rooms and the property are kept up nicely, and some upper-floor rooms have a balcony where you can get fresh air and a nice view on a pleasant evening. The location is just okay. There was a big team-building group using the business center, and the hotel got very noisy that day. I'd stay again.

Morgan and Stephanie at the front desk were great with customer service. My buddy and I had trouble getting the digital key to work, and they helped us out and made sure we had extra towels and water. We usually stay at the Hilton in Dallas, but this was our first time in Arizona. We appreciated both the stay and the help, and we'll be back.